virtuousgiant

Please email hello at virtuousgiant dot com with a link to this thread, and the email address you use to login and/or purchase with and we’ll help get you sorted.

Thanks!

Hi Elaine,

I’m sorry you ran into some issues, and that a developer you hired told you our software is ‘full of bugs’ and also ‘approssimative’ – which I looked up and could not determine what that word meant, aside form some close Italian words.

We did try to see if we could find some support inquiries from you so we could review them, but unfortunately could not based on your name here. We’ve also not seen the domain name you have here while supporting any of our customers (which I see is not in use).

Please email us immediately at hello at ignitiondeck.com and we’d be happy to discuss the issues you’ve had and the bugs your developer claims exist.

I look forward to hearing from you Elaine, and feel free to introduce us to your developer so we may discuss whatever items they discovered and address them immediately.

• This reply was modified 9 years, 5 months ago by virtuousgiant. Reason: editing for clarity and punctuation

Eden, I’d really love to help you. However you’ve ignored every question I asked in my reply to you, and you didn’t reference anything else I brought up regarding direct documentation to setting up IgnitionDeck.

You’ve mentioned you ‘read most of the comments in support’ and stated they are evasive – which is very surprising as our support forum contains thousands of posts over 5 years, and often has complete answers with screenshots and direct links to relevant documentation as well. 

You also bring up searching YouTube and Vimeo, rather than viewing the videos inside our own documentation.  As for Envato – we do not sell our themes or plugins on Envato and I’m not sure what sort of answers you hoped to find in there.

At this point, the only aspect I understand you’ve had a problem with is that you searched for ways to set up our plugins and theme in places we do not offer those instructions.

We have received your login information via email. Logging in, I see you’ve entered your license key, and also enabled every Module and installed every Extension we have. But there has been no other setup procedures followed – all of which are covered very clearly in our quick start guide, as well as the setup video I did link you to directly via email.

Please post in our support forums where we offer support, exactly what you are having trouble with, and we will be available to assist you.

Send an email to support hello at virtuousgiant dot com and they can provide you with the latest dev copy of IDCF, which has several bug fixes and WC related updates. You can then install this on the test server and take it for a spin. Keep in mind that while this has been tested, it is not yet release-ready.

Support is granted on a conditional basis, and we have the right to revoke access to that support when our T&C are violated.

In any case, I’m unsure what you’re looking for? You stated above that your developer fixed the issues. What is it you hope to achieve with a new build on a staging server?

Our support team does not begin working until 9am EST. You are free to post whenever you want, but our expectation is that you allow that to happen before lashing out with a 1-star review. You did not in this case, which is why I am not answering your questions.

You’re upset about your website, and I get that, but we will not let you hold a 1-star review over our head, and reviews are not the way to receive support.

Ben,

Our support team worked with you all of yesterday to help identify and fix these issues. Our dev team continued working through the night to find a way around WooCommerce’s strange variable product creation process. We’ve discovered that when variable products are created and require more than one page in the WC product admin, that the order of those products goes haywire. One of the things we tell all of our customers is that they should never go live until they have actually tested and found their site to work properly.

Our support team is available from 9-5pm EST. It looks like most of the threads you posted were in the middle of the night, including this review.

Don’t get me wrong, we love to support our customers as thoroughly as we can, which is why we worked so feverishly throughout the day (and night) to find a hotfix for you and continue working to improve the auto-pairing of levels to variations, which I must stress, is an issue caused by the way WooCommerce incoherently handles product variations.

However, we do not take kindly to customers that use 1-star reviews as threats, especially without giving our team a chance to address recent support tickets, and so I’m afraid there’s nothing we can do to help you.

If you change your stance and decide to play nice, then we will be happy to work with you in getting this resolved. Our team works tirelessly to create, maintain, and support this product, and we want all of our customers to have a fantastic experience. Unfortunately, we cannot do this when the customer is unwilling to cooperate with our support team.

Thanks Daniele. Haven’t noticed this bug in recent versions. Are you using current release?