Just a quick question, do we have to pay for support even if the issue is a bug with CS-cart?
Got a stock answer of:
[QUOTE]Thank you for your request.
This problem requires an investigation, but unfortunately your technical support period is expired, so now we cannot render you the assistance free of charge. If you want to continue using our support service, you need to order either support credits or a support period on the “Services” page in your Help Desk account.[/QUOTE]
It also stipulates on the website that you will be told what category the issue is and how many credits will be needed if they are required. Surely if its their fault then should fix it FOC.
The original request is as follows:
[QUOTE]Hello,
I have just added ePDQ (Barclaycard) payment to my CS-CART site, and since then, whenever an order is placed neither me or the customer get an invoice from the store (Usually I get a copy of the invoice titled “Go! Lawn and Garden: Order #xxx has been processed”
Now all I get is an email saying “Order Id: xxx” in the title and the message of:
Thank you for your online order from xxx.
Your order details follow:
Order #: 465
Tax:
Shipping:
Total: £19.99
I have tested or payment processors and all of them send me the correct invoice. is it possible to fix or configure the site to function corretly using ePDQ (Barclaycard).
[SIZE=3]I hate to disagree with you, but you really need to be on support to expect them to take their time and investigate your problem. I side with cs-cart on this one. [/SIZE]
[SIZE=3]When you purchase cs-cart it comes with support points to help you setup and install the cart, but if you used them up or it has expired you need to purchase more if you are having problems you can not fix on your own.[/SIZE]
[SIZE=3]After fixing the problem, if it is determined to be a true cs-cart bug, they will not charge you the points, but you still need to be on support to open the communication.[/SIZE]
[color=#282828][font=arial, verdana, tahoma, sans-serif]Sorry, bit of a late answer. heard of a firm who offers the cs-cart module for barclaycard epdq[/font][/color]
This is why I hate this sort of support payment. I understand it's important for the developers to get regular income but these gray areas. It also affects all of us because if you don't keep up your service level and know you will charge for this work you are not going to report bugs you find. This mean less bugs resolved and more bugs waiting in the system to catch us out.
what do you mean by 'selling existing add-ons'? sorry, really am new here and don't have much of a clue about online payment, etc…is this the wrong forum to ask?
No it's perfectly fine… it's just that they sell quite some add-ons (I don't know if they are exactly the same, maybe I'm wrong) that are also available on the PSP's page for free, or that are already integrated in cs-cart. Maybe they fixed them, changed stuff, or wrote completely new ones… it's just something I noticed.