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  • Not able to get to checkout3.asp?step=3

    This is frustrating.
    I am not able to proceed through checkout from step 2 to step 3. Support was able to place a test order and I have received a few regular orders. So some people are.

    I tried two computer, I reset the modem, and the router, cleared the cache on both IE and FF, flushed the DNS and restarted the computer. I still get the 3dcart error message (you know the one you see on the admin sometimes. It says
    3dCart

    There is a problem with the page you are trying to reach and it cannot be displayed.

    We apologize for the inconvenience! Please try again in a few minutes.
    An e-mail has been sent to the administrator about this problem.

    Click here to return to the page you came from.
    I also tried both an Android and an IPhone both using 3G, and accessing the regular site, as we have the mobile site disabled. Both got this same message.

    Support is insisting it is something on my end, not the site. But why would the site throw an error on the cell phones.
    I have no IP security. I removed everything.

    Any ideas??

  • #2
    I just had my daughter in a different city try to place an order and she also got the 3dcart error page.
    It is very frustrating when support insists that it is your problem, when obviously there is an issue.

    Comment


    • #3
      Jimmy had the issue solved 4 hrs after I discovered it. Thank you Jimmy.
      It was a Tax add-on that was malfunctioning.

      I wish first level support had the ability to look into system error messages. It would have been easy to determine the source of the error in seconds. Maybe they would not have had the skills to solve the problem, but at least it could have been diagnosed. or allow us to see the actual error message (with a setting of course) and then we can diagnose the problem. Many of us have the skills to read system error messages and at least guess at the source of the problem.

      There was no convincing the first level support representative that it was not a problem with my computer or internet connection.

      Comment


      • #4
        I cannot tell you the number of times that tech support told us it was our error, when we changed/did nothing new to our site and we told them as much. They then send a ticket in, then we are told again it is on our end. We then call them and tell them, no its not. Finally they fix it, oops it was such and such. On one occasion, it took them 3 weeks to fix THEIR problem.

        I feel for you in this situation. It is very frustrating.
        http://www.pack-secure.com

        Packaging and Shipping Supply Specialists

        Comment


        • #5
          Good Morning elightbox and Pack Secure

          I'm truly sorry that you had to go through such a big inconvenience, in order to get the issue resolved. I’m going to see what we can do to improve this process, so you or any of our customer’s won’t repeat this process again.

          Sincerely,
          Fernando – Chief Customer Officer
          3dcart

          Comment


          • #6
            Fernando, I just want to add that we've experienced this same kind of run-around with first-level support many times as well, and it is indeed very frustrating. Support Chat, in fact, used to be the quickest, most-efficient way to get slow loads and server issues resolved, but my most recent experiences with Support Chat have been utterly painful and always end in opening a ticket. It seems like that the lower tiers of support aren't even aware of recent upgrades or known bugs.

            Comment


            • #7
              Good Afternoon mimib,

              Do you have a recent ticket, so I can check where the miscommunication occurred?

              Thank you,
              Fernando- CCO
              3dcart

              Comment


              • #8
                Fernando:

                I don't mean to pile on but wanted to second the previous posts as to the widespread frustration with first-level tech support. I know that not every support rep can be a product expert, but you may be surprised by how little some of them actually know about the platform. Beyond password resets and some other straightforward requests, there has not been a whole lot that gets resolved via chat... just about every one ends with a suggestion to email [email protected] Or I get told that something is 100% impossible -- only to figure it out on my own or with help from forum members later that afternoon.

                I also have on occasion felt that the support rep's only goal is to finish the chat rather than to listen, understand and try to resolve my issue. Trust me, I don't want to spend any more time than I have to in figuring out a solution--but sometimes it takes 2-3 x of repeating yourself to get them focused on what needs to be done.

                Note that I had a great experience on Saturday with two reps who went out of their way to take care of something and proactively communicate, so you have some all-stars in the cast as well. It just seems that the last six months have been awfully rocky.

                Thanks,
                Ryan

                Comment


                • #9
                  Fernando. Thank you for being proactive and looking into ways to minimize these kinds of issues. I also appreciate Jimmy taking care of the problem on a Saturday evening.

                  Comment


                  • #10
                    Originally posted by fernando View Post
                    Good Afternoon mimib,

                    Do you have a recent ticket, so I can check where the miscommunication occurred?

                    Thank you,
                    Fernando- CCO
                    3dcart
                    EAT-592-45810
                    Problem was that the quick search in admin was no longer searching my product search keyword field. It took 49 minutes of chat. He did not file a support ticket, I had to file the support ticket myself and attached the transcript of the 49 minute chat session. The support issue was resolved but no one commented on the chat session transcript.

                    IVX-333-54316
                    I was trying to find out how to manually implement a new feature in my custom templates. This chat lasted 1 hour and 15 minutes. The technician had no idea what the feature was or how to implement it. This time he did file a support ticket and I got my answer the next day.

                    In both instances:
                    - I had the same Support Rep
                    - the Support Rep clearly had no idea how to help me but would not admit it or pass me on to someone who could help me. I should have been sent to next level support after 10 minutes.
                    - I experienced long (sometimes 15 minutes) periods of no communication and I would have to ask the rep if he was still there.
                    - I mentioned the poor support chat when the ticket was finally opened and nobody followed up.


                    ---
                    #XCX-506-56877
                    On this one, our site was loading slowly (as it had been doing repeatedly for over a month). I was asked if I had submitted previous support tickets -- I answered yes and gave him the ticket number and pingdom tools reports. The Support Rep disconnected our chat without waiting for my response. Then, later that day, I got an anonymous email telling me to check Pingdom tools where I would see that my site was loading "fast as lightning!" I opened a new support ticket and it was determined that our server needed serious maintenance.

                    --
                    These are all within the last year. Prior to that I was always able to get immediate and satisfactory assistance via Chat.

                    Comment


                    • #11
                      Thank you mimib for the details. I'll look into these issues and see what happened with these cases.

                      Sincerely,
                      Fernando- CCO

                      Comment


                      • #12
                        Fernando,

                        I assume a large part of the reason you were hired was to improve the customer support experience with 3dCart. And it's great your taking the time to respond within the 3dCart forum.

                        What could be done in a systematic way, to get feedback on each support experience? This way you can be proactive on improving the customer support experience.

                        May be something like this can be implemented:
                        Net Promoter System
                        The Net Promoter System on a Napkin - YouTube

                        Hint, hint. One of your competitors is big into this.

                        Originally posted by fernando View Post
                        Thank you mimib for the details. I'll look into these issues and see what happened with these cases.

                        Sincerely,
                        Fernando- CCO

                        Comment


                        • #13
                          Good Morning Ritchey,

                          Thank you for the feedback. We’re already surveying our customer’s and proactively reaching out to them so I can get their feedback on methods of improvement. We’re about to introduce a new “Phone Support Experience” survey within the next couple of days. Please feel free to fill out the survey when calling into our Support Department. I would love to hear back from our customer and listen to their needs.

                          Sincerely,
                          Fernando- CCO
                          3dcart

                          Comment

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