[racingsolution]

And they want to charge support credits until they can verify that the problem is a result of their code or their process. If the issue is from another 3rd party or the hosting environment, it's not their issue. If the issue is on their end, they are usually very good at crediting back the support credits. But you may have to ask for it.

My personal opinion is that my annual license fee should cover some basic support. I think they should at least investigate the problem because it COULD potentially be a large scale issue.. I shouldn't have to pay money up front for support tickets and then get refunded if it turns out the problem was their script all along.

[tbirnseth]

I agree that a re-up of the upgrade fee should include some support credits.

But I've also been around long enough to know that you can spend considerable time identifying where a problem is and when it turns out that it's not in code you are responsible for, I've wasted a lot of time for nothing other than to help someone else identify their problem. That's not a very good model for staying in business. For most people, time is indeed money. So time spent uncompensated is usually time wasted from a business perspective.

I try to help my clients with issues they might uncover with my code. But there are countless occurrences where they are reporting problems to me about actions/events not even taken by my products. I try to tell them up-front that I'm happy to help, but if it turns out the issue is outside of my code, they will have to pay for my investigation time. While this is usually rare, there are certain clients that always seem to point the finger and it is those clients who also install every free addon that comes along and then go to the paid addon developer to help them sort it out.

Most developers I've worked with (addon or cs-cart) take a similar view. We're happy to help and resolve our issues but certainly can't debug/diagnose other developer's code or methods.

But I've also see where cs-cart points the finger at a 3rd party addon but doesn't give any info as to why, or the reason they claim is completely bogus.

But this is getting a bit off topic. Basically I've rarely seen the case where cs-cart has not refunded support credits when the issue has been a defect in their code or process.

[racingsolution]

Good to know.. Never had to use support credits myself

[SeanH]

I am having trouble saving themes for this version. I'm receiving the follow error after trying to make changes to the default theme:

LESS parse error: failed at `0 ` line: 10105

Version 4.1.5 seemed to be fine.

[P-Pharma]

Is anyone seeing the upgrade package in the upgrade manager yet?

Upgrades will be available within one week.

[zeero6]

Yup. It showed up yesterday

[imac]

Guys,

Please give us one or two more days. We are investigating possible issues with SEO names after the upgrade, and will not release the upgrades until we are absolutely sure that all SEO features work smoothly and there will not be any problems with SEO names.

Thank you for the patience.

[cscartrocks]

Guys,

Please give us one or two more days. We are investigating possible issues with SEO names after the upgrade, and will not release the upgrades until we are absolutely sure that all SEO features work smoothly and there will not be any problems with SEO names.

Thank you for the patience.

Will this affect new cs-cart v4.2.1 installation?

[imac]

Will this affect new cs-cart v4.2.1 installation?

No, we are talking about upgrades only.

[cscartrocks]

No, we are talking about upgrades only.

Thanks for the confirmation.

[zeero6]

imac, on 29 July 2014 - 08:19 AM, said:

No, we are talking about upgrades only.

Should we wait to refresh the existing package before we do the upgrade?
Thanks

[CarStickersDecals]

Guys,

Please give us one or two more days. We are investigating possible issues with SEO names after the upgrade, and will not release the upgrades until we are absolutely sure that all SEO features work smoothly and there will not be any problems with SEO names.

Thank you for the patience.

Yeah, Lets not do an upgrade that messes up all the seo names and totally hoses our sites.. Thanks for being proactive.. Upgrades should never change any SEO....

[parodius420]

And they want to charge support credits until they can verify that the problem is a result of their code or their process.

Not really sure if it matters either way. I was charged for credits for a bug in their software with Amazon Checkout a year or two back. Another time I was charged for asking a question and them pointing me to their knowledge database.

[SeanH]

Not really sure if it matters either way. I was charged for credits for a bug in their software with Amazon Checkout a year or two back. Another time I was charged for asking a question and them pointing me to their knowledge database.

Thinking I might be put in the same boat. I can't get the 4.2.1 to work - modifying themes seem to crash the site. I wonder if I ask the question in support I'll just get charged and told to wait for an update (no acknowledgement above - perhaps nobody else is having this issue???).

[BarryH]

Will this affect new cs-cart v4.2.1 installation?

No, we are talking about upgrades only.

Hi

I have decided that if/when I go to 4.2.* I am going to do fresh install and export/import etc.

I have been playing around and done a few export/imports, when I imported the PRODUCTS many of the seo's were wrong and had been overwritten with page titles (ie generated seo).

I copied SEO table accros from SQL and all ok.

So it may be that it's NOT only upgrades!!!!!!

Barry

[imac]

Hi I have decided that if/when I go to 4.2.* I am going to do fresh install and export/import etc. I have been playing around and done a few export/imports, when I imported the PRODUCTS many of the seo's were wrong and had been overwritten with page titles (ie generated seo). I copied SEO table accros from SQL and all ok. So it may be that it's NOT only upgrades!!!!!! Barry

Barry,

Upgrades & Store Import add-on are two different features.

Moreover, if you are talking about the Import/Export feature from the administration menu - then it is the 3rd way to transfer your data to the latest CS-Cart version. But I would not recommend it, as it is less safe compared to Upgrades & Store Import.

Upgrades are the most trusted way to update your store.

[CS-Cart team]

Dear friends,

Thank you for your feedbacks.

Not really sure if it matters either way. I was charged for credits for a bug in their software with Amazon Checkout a year or two back. Another time I was charged for asking a question and them pointing me to their knowledge database.

As far as I see, our technical support engineer has returned credits for the Amazon Checkout bug issue (please have a look at ticket #100663236) on August 8, 2012. Once again, I apologize for the inconvenience caused by this situation.

As regards the situation with our Knowledge base, as you may know, our technical support service is a paid one. Even if we provide a link to our Knowledge base, such a request is estimated at 5 technical support credits as this question relates to the first class of our support:

Explanation of setting up some standard CS-Cart functionality. General questions about setting up CS-Cart (not problems)

Hope this explains the situation.

Thinking I might be put in the same boat. I can't get the 4.2.1 to work - modifying themes seem to crash the site. I wonder if I ask the question in support I'll just get charged and told to wait for an update (no acknowledgement above - perhaps nobody else is having this issue???).

SeanH,

If you are experiencing any issues, we will be glad to assist you. As regards our technical support service, as you may know, it is a paid one. If you wish to know the ticket cost estimation first, you should leave the “I agree with your ticket cost estimation” check box clear when you submit a ticket.

Please let me assure you that we do not subtract credits without any explanation of the situation. If the problem is not caused by a bug and the explanation of how the functionality should work is provided, credits are subtracted according to the complexity of the issue.

We never charge support credits for bugs, complaints or providing information that is not related to technical issues (for example, how much the ticket costs or how our technical support department works). We fix bugs that are found in a clear CS-Cart version free of charge. I mean that if a problem on your site is also reproduced in a clean CS-Cart installation with the same settings, this problem is considered to be caused by a bug and we will fix it for free.

For more information about issue-based support, please refer to our website:

http://www.cs-cart.c...ce.html#credits

Thank you.

---
Anastasiya Kozlova
CS-Cart Support team

[CarStickersDecals]

Any updated time frame when we should be seeing the update in our admin's....

[BarryH]

Barry,

Upgrades & Store Import add-on are two different features.

Moreover, if you are talking about the Import/Export feature from the administration menu - then it is the 3rd way to transfer your data to the latest CS-Cart version. But I would not recommend it, as it is less safe compared to Upgrades & Store Import.

Upgrades are the most trusted way to update your store.

Hi Imac

I am currently on 4.1.5 and the option for store import isn't available. ERROR (ErrorImport from this edition is not supported).
I don't want to upgrade because we have had a few issues since upgrading to 4.1.(not sure) and want to start fresh.
I would have tried the store import as a 1st option.

Will store import be avaiable in the next release?

Regards
Barry

[The Tool]

Barry, Store Import is only for converting previous versions to 4.x. After that, upgrades should be done via the Upgrade center.

If you still have your 2.2.4 - 3.x version/installation, then you can use the Store import.