Support for CS-Cart BUGS

Hi,



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).

Regards

Alex[/QUOTE]



Thank you.

Alex

[SIZE=3]Alex,[/SIZE]



[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]Whether you caused the problem, your server is causing the problem, or cs-cart caused the problem, it still takes time to investigate your issue and you should not expect this service for free. They offer several support options ([/SIZE][URL=“Customer Support for CS-Cart Multi-Vendor Users | 2.8 out of 3 User Satisfaction | Full Customer Care Service”][U][SIZE=3][COLOR=#0000ff][SIZE=3][COLOR=#0000ff]https://www.cs-cart.com/support-item.html[/COLOR][/SIZE][/COLOR][/SIZE][/U][/URL][SIZE=3]) for just this purpose. [/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]

Alfie,



In the past I have reported some bugs and had to pay for them with Support Credits.





I personally don’t think bugs should be chargeable, but if you need a resolution, unfortunately it seems we must pay for support.

[quote name=‘jmccann’]Alfie,



In the past I have reported some bugs and had to pay for them with Support Credits.





I personally don’t think bugs should be chargeable, but if you need a resolution, unfortunately it seems we must pay for support.[/QUOTE]



I have got ePDQ working correctly including a fix from CS team.



Do you still have issues?

Sorry, bit of a late answer. heard of a firm who offers the cs-cart module for barclaycard epdq



http://www.customweb.com/shop/en/extensions/cs-cart-barclaycard-epqd-kreditkartenmodul.html



heard their stuff works quite smoothly. anybody got experience with them?



cheers

When cs-cart fixes stuff and it turns out it's a bug, they usually give back your support points - even though you sometimes have to ask for it.

[quote name='BarryH' timestamp='1286359616' post='91266']

I have got ePDQ working correctly including a fix from CS team.



Do you still have issues?

[/quote]



Barry, may I ask if you are happy with them?


[quote name='o'moran' timestamp='1286359616' post='91266']



[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]



http://www.customweb…artenmodul.html



[/quote]



To me it kinda looks like they are selling existing add-ons. This being your first post here, makes me wonder.

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.



I don't have an answer.

okay flow

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.

ah okay…thanks for the info. dunno why they charge…but finding out gives me smth to do for today…haha