More Support Staff!

[StuartDH]

I've posted a few threads over the past few weeks and IMHO the product support seems to be generally slow or non-existent. When vBadvanced owned vBGallery, it appeared like many people were leaving Photopost because it was notorious for slow/poor support and, regretably, I'm beginning to see some of the evidence. I hope I'm wrong or that this is a temporary glitch in staffing levels that'll be sorted out soon.

[Chuck S]

If you do not see support on any thread please point out such said thread.

We have two people dedicated to vBGallery support in itself so there should be no reason why there is no support. I will make sure any pointed out threads are promptly directed to one of these guys to answer.

[StuartDH]

For vBGallery I've needed a solution to this next thread for the past 3 weeks, and it's a bit a of security risk as my gallery editors seem to have access to delete files (even though they be able to):

Moderator access to Validate photos?

This one's more of a feature request I guess, but it's also 3 weeks old

http://www.photopost.com/forum/showthread.php?t=122726

This one's another feature request, but no response?

http://www.photopost.com/forum/showthread.php?t=123175

This is a 'How Do I?' that's a few days old, and it doesn't seem to be going anywhere fast

Displaying custom fields

And for Photopost Pro I just added this today, only a few hours old, but still no solution and so my gallery doesn't work.

New Install Errors

[Chuck S]

Okay well let's clarify what product support is here. Support staff answers support threads that have to do with program operation,install issues and bugs. It does not include modification discussions.

Support Response is very fast on Photopost products I know I am the one who supports those products. You edited your response at 12:32PM so no one knew to respond to you on your thread. Your response was repairing the table solved the issue and you later changed that. I have responded now that you pointed out your edit.

As far as the VBG issue I have PM's Kevin who was helping you to find out the status. Now since it has not been bumped in 3 weeks it could be he overlooked posting a resolution.

As far as feature requests or how to modify your code all I can do is point you to the modifications forums. I will also point out the modification rules below.

http://www.photopost.com/forum/showthread.php?t=121156

I know to avoid any issue on Photopost products and modification requests usually I move threads to the mod area anytime I see one where someone is asking how to modify there code and posting in the wrong place on the site. This real quick resolves any issues of what is a company support issue and what is not. I think we might need to do some clean up and do the same in the vbgallery support forum so there is no further confusion.

[StuartDH]

OK, to go over the examples I gave you above, I still think they should qualify for support. If they don't, could support at least answer them to that effect.

This one, the one with a security issue, was bumped on the 1st, 4th, 11th and now again today

Moderator access to Validate photos?

This one, whilst it's now probably considered a feature request, I didn't know it wasn't a feature when first posted, but it sill took 10 days to get a reply after being bumped twice.

http://www.photopost.com/forum/showthread.php?t=122726

Is this one a mod or is it a feature of vBGallery already? I don't know as I haven't had a reply in four days

http://www.photopost.com/forum/showthread.php?t=123175

Looking at it, I don't think this next one is a mod either. It uses the standard custom field option and I just need to know how to display the results of the field. It took a couple of days to hear anything and it's been another couple of days since it was last replied to.

Displaying custom fields


As for the Photopost Pro problem - the install didn't work first time round. Support was quick, but I fixed the table problems myself, then when the install still didn't work properly, I rolled back the site and started again. Essentially, I fixed it myself.

[Chuck S]

Okay well there is only one support issue here and as noted I have reminded Kevin about it since he was working on it.

As far as everything else I have instructed the support guys to move any non support issue to the mod corner.

In the threads your linking they are all about code you want or need changed. Even the search one. You are provided with a box to check whether you want to search that field or not. Trying to do some url thing to bring up the search page is something the search page is not for. It functions how it is coded.