CakeAlexS
Hi Ryan
Thankyou for your response.
I think the request has been out there for approx 3 years, as far as I am aware this is the very first acknowledgement of the issue.... ever. Maybe there is one but I haven't read it. It's the same with UK VISA cards, telling people to to phone support without acknowledging there is an actual problem makes it look like you think it is the customers fault that they are eating horse meat.
If you guys would just simply acknowledge a few serious issues now and then, rather than say nothing that would be a little like sticking sticky tape over a balloon and then pressing the pin in, rather than wait for the balloon to explode. If you don't at least acknowledge something, we will simply assume you are doing nothing, internally or otherwise.... esp when you do this over several years....
So what I've done here is pretty childish, yes it WAS designed to provoke a reaction, and now I've finally got one. Yes I've been naughty boy, but like a child you (Cake) didn't give me or anybody else using these forums any attention whatsoever leading us to debate it like rats in a cage. So mission accomplished, I've removed my footer, I won't dare ask about why it has taken 3 years to even discuss the issue internally or time scales just to upgrade your forums software. Why don't you guys give ASPPlayground a call and get them to do the update perhaps? I know updating forums software can be a little tricky but it certainly isn't impossible. The latest update works and it works well.
Thanks for your reply....
Cheers...
Alex
Thanks Alex.
I don't have a direct answer to your question, but we have had some change in leadership and as a result have been addressing a number of systems. The state of how we're able to support our customers directly has improved significantly and dramatically in the past few years. Much of what we have done you will never know about, never should know about, and that's exactly the point. What you see on the forum is such a small fraction of the entire picture. In any case, the forum is a topic I'd like to see addressed as much as you. I guess we'll have to return to this conversation when we get there, but I just wanted to let you know its not (any longer) going to be ignored.
In regards to the EURO store card issue, this isn't what happened at all. We had acknowledged it and were directly communicating with several customers. The customer in that thread was not receiving our replies (and we had sent many - one actually from a support rep at 4am on a Saturday morning - not sure what he was thinking but it happened). Asking the customer to phone in had to do with us needing his credit card number to test a fix, which could not be passed over regular email since its sensitive information. We ended up using an encrypted email address to work around him needing to call in, but the point was we needed to communicate directly in private and not in a public forum.
In any case, his perception was that we were potentially ignoring him, even though we were actually trying to contact him via several means. Your perception was that we were not doing anything to help and denying there was a problem, probably because you were on the outside and making an assumption. Just because you don't have a public forum quote of us saying "yes there is a problem" doesn't exactly mean we were denying anything. Most of the time when we're absent from the forums, its simply because we're working directly with people via phones and emails.
My point is, nobody was denying any issues, we were working towards solutions... very diligently actually. Sidetracking the conversation was ultimately only confusing things and making it more difficult for us to do our jobs.
Thank you for taking the time to reply to me though. I know you just want to see things improved, and I don't take that in a negative way.