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First horrible tech support experience...Maybe one of you can help?

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  • First horrible tech support experience...Maybe one of you can help?

    WOW! I can't even believe I am typing this, because I love, love, love 3dCart and their tech support. The phone call I just had was so horrible that I am really shocked. But first our problem...

    We are in the middle of making some changes to our listing templates, just rearranging some elements and such, and in the process the Write a Review button has somehow gotten disturbed. For any of our products that has never been reviewed, it looks fine. For products with reviews, though, we are getting two buttons - one that says Review the Item with the little icon next to it, and another that just says Write a Review. Anyone have any idea what is out of whack here?

    <tr>
    <td><!--START: create_review_link-->
    <img src="assets/templates/common/images/productpage_check.png" align="absmiddle"/></td>
    <td><a href='#' onclick="javascript:popup('review.asp?action=newRe view&catalogid=[itemid]',510,500,false);">[reviews_first]</a>
    <!--END: create_review_link-->
    </td>
    <tr>
    <td><!--START: create_first_review-->
    <img src="assets/templates/common/images/productpage_check.png" align="absmiddle" />
    <!--END: create_first_review-->
    <td><a href='#' onclick="javascript:popup('review.asp?action=newRe view&catalogid=[itemid]',510,500,false);">[reviews_new]</a></td>
    </tr>
    <!--</tr>

    I can't figure it out. Any help would be much appreciated.

    As for the tech support call, the rep, after I described the problem just said, "I dunno. I don't even know what you are talking about." And then said nothing. Just dead air. Um??? So, I asked if he could look at two different product pages to see what I meant. He saw the problem, and then pretty much said that it was too darn bad, that it was not his problem since we obviously did it ourselves, and he wasn't going to sit there and try and go line by line through a whole bunch of our custom coding to look for something we did. Oh. My. Goodness. Now, would have been fine with tech support needing to have someone else look into it later, or even if it would have cost something to have them help me figure it out. What I am not okay with is having the rep be so completely indifferent, unhelpful, and almost rude about it. I was so completely taken aback by his attitude. Of course I won’t let this one bad experience alter my overall opinion of 3dCart, but I really, really hope that I don’t have another experience like this one. So very disappointed.
    Laura Z
    Brass & Silver Traditions
    www.brassandsilvertraditions.com

  • #2
    This is my biggest complaint about 3DCart support, that if you have a problem, and they see that the page on your site has been customized, they will basically say that the problem falls outside the scope of their support. It's semi-understandable, but I wish they would have a little more flexibility. I'm quite computer literate, and I have sent in questions that I KNOW have nothing to do with my customizations and are a bug on the 3DC side, but they will not look unless I revert the page back to the default state.

    Usually they refuse the help a little more politely though. There's no excuse for being rude.

    Now as for your specific problem...

    Your problem looks like it's in the second section:

    Code:
    <!--START: create_first_review-->
    <img src="assets/templates/common/images/productpage_check.png" align="absmiddle" /> 
    <!--END: create_first_review-->
    <td><a href='#' onclick="javascriptopup('review.asp?action=newRe view&catalogid=[itemid]',510,500,false);">[reviews_new]</a></td>
    </tr>
    <!--</tr>
    The comments (sections contained within <!-- -->) are critically important to 3DCart templates. There are basically two sections in this code,

    <!--START: create_review_link-->
    -- Code here will display if product already has reviews written for it
    <!--END: create_review_link-->
    <!--START: create_first_review-->
    -- Code here will display if product has no reviews
    <!--END: create_first_review-->

    The line of code to display the button is contained within <a href=.....> </a>

    There should be one of these lines in each section. You have one in the first section, but the second one falls OUTSIDE the second section. Therefore, it will display no matter what. In addition, the first button will display if there are prior reviews, so in that case you'll have two buttons.

    You also have some extraneous characters
    Code:
    <!--</tr>
    The <!-- should probably be deleted. It's the start of a comment, without the end of one.

    Comment


    • #3
      Thanks, I will play with that and see what I can do.

      Regarding the support rep, I agree with you, and I do also see where they are coming from. I would have been happy to pay them for their time. The problem was his attitude about it. I have never encountered that with 3d before, and hopefully won't again.

      Thanks again for your help!
      Laura Z
      Brass & Silver Traditions
      www.brassandsilvertraditions.com

      Comment


      • #4
        Thanks so much, cbsteven! Your corrections worked, and it displays properly now. Much appreciated.
        Laura Z
        Brass & Silver Traditions
        www.brassandsilvertraditions.com

        Comment


        • #5
          brassandsilver

          We would like to apologize sincerely for any rudeness projected by our support agent. Our foremost goals are to provide accurate and helpful information, and to make sure it is provided in a friendly manner. In most cases, we feel that these goals are exceeded on a daily basis, and we are happy to hear that your experiences have reflected this prior to yesterday's call.

          As for the issue at hand, we are glad you were able to correct it. CBSTEVEN is correct in pointing out that our templates are extremely sensitive to how the comment tags are used and formatted. Because of this, it can be very difficult for our front-line technical support representatives to catch mistakes on templates that have been modified from their default state. Our support agents are simply not trained in offering support for modified HTML coding. In fact, we encourage them to not troubleshoot modified templates since this can sometimes cause more harm than good.

          When an issue is being reported on a template that has been modified, the basic standard operating procedure in technical support is to
          • A) request that the template be reverted back to default then troubleshoot, or
          • B) offer to leave a ticket for consultation and/or price quote from the design team.

          Even if the agent is adept at troubleshooting HTML code or you feel the issue is unrelated to modifications, we do not allow front-line support to waiver from this practice. We ask that our support agents be firm in this policy but we also require them to be polite when doing so.

          Which brings me back to the call you experienced...

          We have reviewed a recording of the call with the agent in question and we will be using the call as a training tool to help avoid this sort of occurrence in future calls. As mentioned, we strive to provide support in a friendly manner even when policy may dictate that the issue is unsupported. In the case of this call, it was not made clear early enough in the call that the agent was not authorized to assist with the problem. There were several missed opportunities in which this could have been explained early on, as well as more polite methods that could have been employed by the agent. After reviewing the call with us, the agent fully understands where he could have improved and he will apply this new found knowledge to his calls from now on.

          Again, we apologize for the tone of the call. Rest assured that it is not a normal occurrence and will not happen again.

          Comment


          • #6
            Thank you for following up on this, Henry. Your responsiveness is greatly appreciated, and is a perfect demonstration of what makes 3dCart so amazing. I am happy!
            Laura Z
            Brass & Silver Traditions
            www.brassandsilvertraditions.com

            Comment


            • #7
              RE: Support

              Support? Not so good any more....

              Telephone calls not answered. Telephone calls not returned.

              Off hand answers to serious questions.

              Advertised features in-op and reply to ticket says "Yes, you and a whole lot of other people."

              We we excited about 3dcart earlier in the year. Looking for a replacement now.

              Sorry guys but something has happened on your end....

              Comment


              • #8
                g1gallery,

                I took a quick look at your ticket history and could not find any instances of this type of answers, but, perhaps I missed one (only saw 4 tickets submitted with the email you used to register for 3dcart), would love to hear from you what issues you encountered. Could you please contact me directly at [email protected] with your un-answered concerns?
                ----------------------------
                Gonzalo Gil
                3dCart Support
                800-828-6650 x111

                Comment


                • #9
                  Gil

                  Due respect but I would not have posted referencing a reply to a ticket if I didn't still have the email handy.

                  I appreciate your reply, I really do, but you say nothing about unanswered phone calls, unreturned phone calls and off hand answers to serious questions.

                  I will contact you directly.....

                  Regards,
                  J.
                  G1 Gallery

                  Comment


                  • #10
                    g1gallery,
                    We have technicians available at the 800 # 24/7, even on holidays such as Thanksgiving and Christmas, you mention that you have un-answered calls, I can only imagine you called during a time of high call volume. If you give me your phone # (via email), i can look at the phone logs, i looked and the phone # you gave us at signup only has 1 call recorded and 0 voice mails left. Perhaps the phone # you gave during the sign up process is not the one you are using to call in.

                    We monitor both tickets and calls, and try our best to have <5 minutes hold time 24/7 on phone calls, as well as <12 hours ticket resolution, if there are instances where this is not the case, I would like you to please make me and or our supervisors aware of this.

                    I would appreciate it if you could contact me directly with the serious questions you had unanswered, as i said on the previous post, I looked at the 4 tickets you placed and did not see anything wrong, but again, perhaps you used a different email than the one you used to create the account.

                    Thanks,
                    ----------------------------
                    Gonzalo Gil
                    3dCart Support
                    800-828-6650 x111

                    Comment


                    • #11
                      While the phone may be answered 24/7, tickets are 12/5. Is there any room for improvement on this, especially during the holiday seasons? We've had a high priority ticket open for a few hours and no updates.
                      Last edited by concession-supply.com; 12-07-2010, 09:21 PM.
                      www.concession-supply.com

                      Comment

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