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Case Summary Case Id Type Status Summary Description 147741 General Question Waiting for Support regarding to your

news posts. "NOTE: Starting with version 4.2 Artisteer will require online connection when exporting Joomla, WordPress and Drupal templates. Recently we've received many questions about version 4.2, Artisteer and our company in general. We will be answering them shortly." Have waited your statement over a Month now.. Are you going to answer at all? Im tired to check tour news page for an explanation to all this. Everything has gone to downhill in past year (over) and i would like to know are you going to change that or do i just move forward to other solutions? It seems that you are not going to commuicate or BE more open with us more than before, IF thats true, there are no real possibility to use your product. I have used your product over 3years. With first two years i used it somehow in almost every project, but in past year that has slow to 20-30%.. And counting.. IF you are not changing your way to communicate, fix bugs and do business in overall, that number will soon be 0%. Date Created 2013-10-16 20:51:33 Last Updated 2013-10-17 1:56:57 Past communication for this case Date Status 2013-10-16 23:09:05 Waiting for Customer

Response Thank you for your comments. We are finalizing the version 4.2 and will post a little info when releasing version 4.2, possibly in a week. However, I'm not sure what specifically do you expect. We never communicated via forums, other companies don't communicate via forums, while we always responded to questions that specific users direct to us here. People ask us questions every day and we answer them, thus you are welcome to do the same. I also use iPhone and other products that don't tell me much about their business plans but simply release new updates and products when ready. This also has not changed with Artisteer, but now Artisteer is more complete and

requires less updates. Of course we work on new updates all the time, but they also take longer because of the complexity of the product. What specifically prevents you from using Artisteer? Which feature is absolutely necessary to use the product? When have you submitted such request to us? And whenever something doesn't work for you we will be happy to know what it is. Please do not think that looking at forums and users arguing and screaming at each other is necessary for Artisteer to be used. Our problem is that unfortunately some people who scream the most on the forums are the ones who don't communicate with us, sometimes because they steal our product and use it illegally, or are our competitors. We have no reason to give our competitors our plans and confidential information, just like all other companies develop their products in secret. Only when a feature is almost ready then it's released to Beta user who sign agreement that they will not advertise such information on the internet. Therefore we also don't plan to announce any confidential information, especially as it is not needed to use the product. Again, if you have questions or suggestions you are welcome to let us know about them and have personal communication. Best regards, Paul Hudson Extensoft, Inc. / Artisteer Artisteer - The Automated Web Designer http://www.artisteer.com Twitter: http://twitter.com/ArtisteerTeam Date Status 2013-10-16 23:59:23 Waiting for Support

Response Other companys do tell how it is going. Example Changelogs!!.. And you talked about Apple, if they have some problem and bug, they will tell it and promise a fix for it (they also bring that fix). And this in your last news: "Recently we've received many questions about version 4.2, Artisteer and our company in general. We will be answering them shortly." Where is the answer? I suppose you will tell us what the hell happened? Everybody is asking the same so should we all ask that personally? I havent use stable release in few years.. I have tried those "stable" releases too, not just betas.

Every release has lot of bugs and bugfixes takes really long (half year is really long time!!).. I do not expect an new features now, just a bugfree release, there are not such thing right now. If we are talking about new features, mostly needed is better responsiveness, now left panel will be on top of page, but in real life content should be always first (in the sourcecode too.. SEO). But those questions where i need answer: 1. How can you guarantee safety in online exports? (Adobe cant do it (hackers just stole 2,4 million users data, so how can you do it?) 2. Are those exports saved to somewhere? 3. Who are you? 4. where is your company? 5. how many employers? 6. Why cant you give us user forum, just for members who have purhaced lisence? System you have now does not help anyone and with all that shouting (you talked about last reply) it doesnt help you either. 7. Why are you bringin more different export systems (You havent fixed bugs from existing cms exports )? 8. Tags for Joomla (Joomla 3.1 was released 6months ago and no support for it yet)? 9. Joomla 3.2 are released in a month (Beta1 available), so will there be support for it and its new features? Joomla has to be updated one month after new release is out, because support for older version stops then. LTS release are another thing, but most people will make their new sites with STS release (it is recommended way, www.joomla.org) This was just a beginning but i will ask more when i get answered. "Only when a feature is almost ready then it's released to Beta user who sign agreement that they will not advertise such information on the internet. " I have been your loyal customer many years, so why im not in the list? Thanks for advance.

Date Status

2013-10-17 0:27:37 Waiting for Customer

Response Jari,

Re: Where is the answer? I suppose you will tell us what the hell happened? Everybody is asking the same so should we all ask that personally? I answered that question above: "We are finalizing the version 4.2 and will post a little info when releasing version 4.2, possibly in a week." While I also added that those answers will not have big surprises needed to use Artisteer, they are basically covered by your questions below. Re: 1. We don't store anything online and there is nothing to protect and nothing to steal. We simply copied some of the Artisteer code to an online location so that it can be executed online. Nothing will happen if it get's stolen, except hackers may release a new cracked version of Artisteer, like they did in the past.

Re: 2 No, no exports are saved anywhere.

Re: 3 We are Artisteer support working directly with the Artisteer development team in a single location.

Re: 4 We are located in Simferopol, Ukraine

Re: 5 We have approximately 50 employees at this location.

Re: 6 Those are technical and business decisions that I cannot answer directly, but according to my knowledge we never had time and resources to work on programming side of that.

Re: 7 We always have many systems in development and release each one as it becomes available.

While actually we only released support for Tumbler recently because it was developed by an external freelancer and was ready and simple to support, basically didn't take any time away from other projects. While every product has bugs and that's why no company ever says "we don't have any bugs and now we can stop working and supporting specific system". Thousands of people use Artisteer every day and don't have issues. Some people have issues and don't submit them to us. Other issues indeed take time to address and test while many times we see that fixing one issue can break something else. This becomes even more complex when Artisteer becomes more advanced and complex, while a few years ago it was easier to release new updates faster. Sometimes we are also in the middle of major code revisions that don't allow us to release new bug fixes until we make everything else work smoothly again. And some bugs were fixed by updating template exports, possibly without some people knowing about it, so you don't hear about bug fixes, only about problems. We see many reviews on the internet with people complaining about non-working toasters, while 99% of others happily use those same toasters :-)

Re: 8 Many users have different ideas about how to support tags or whether supporting them is necessary. Please simply submit your suggestion and we will analyze their technical merit.

Re: 9 Yes, we usually support new CMS versions within a month of their release. Plus the new Artisteer version with online export will often allow us to automatically update support for new CMSs in our online export, without even downloading anything into Artisteer. This is actually one of benefits of the online export that downloadable software couldn't provide.

As for Beta releases, I was providing an example based on my testing of Adobe products when I had to sign an NDA before receiving a Beta product. In our case we release Beta versions on our website when we have new Beta versions ready. Hope this helps. Best regards, Paul Hudson Extensoft, Inc. / Artisteer Artisteer - The Automated Web Designer http://www.artisteer.com Twitter: http://twitter.com/ArtisteerTeam

Date Status

2013-10-17 0:44:04 Waiting for Support

Response 1. It is sad that you whine about piracy, i havent use your pirateds software, i have purhaced it everytime! That is not the correct way to fix it. You can fix that problem easier, jsut start talking and communicate (and fix product to real stable) with your clients, they will pay, if they trust you and they are happy with your product. 7. I have used your sw alot and there are just stupid little bug that does not get fixed. Example script.js errors that we need to fix manually after every export.+ many others that have reported to you. Yes i dont know about fixes because you make no announces what is fixed (change log, twitter, news section). It is your problem not us. 8. Just support it somehow, it doesnt matter how you do it. Main thing is that those exits there. My succestion is that you leave default.php "untouched" and dont use your functions to mess it up, because nothing reguires that. Just add classes to it that Artisteer styles will apply. So use default.php that comes with Joomla itself, just change it a little that ity will get Artisteer classes, it would also be easier to maintain in the future. I have succested that in previous ticket too. 9. Usually.. Still no support for tags in J.3.1.. Those bugfixes doesnt help us if we dontget any news about changes. I just stop using it if it is not working and i even doest see any fixes with online export because i dont use product (because i think it is still broken). You have twittrer, news section etc, please tell your users if something changes! Date Status 2013-10-17 1:39:44 Waiting for Customer

Response Re: 1 That's not true because only we know what happened on the day when the crack was released. You are not involved in our business and you cannot provide business advice without knowing anything about our business. And we don't whine, we lost great people in a real, physical way, not by whining. Our salaries were also decreased.

How would you feel if your company was robbed, you had to fire your employees, decrease their salaries, and then someone else told you "stop whining". While I am not whining but passing onto you the information that I have. I love Artisteer and that's the reason I'm still here, trying to assist you. Re: 7 Usually fixes are listed during updates, but there are also minor things fixed that most companies announce as "minor fixes". We actually change something minor every day and there are thousands of changes and changes to those changes that accumulate over time, with no way of presenting all of them. At the same time, there is no better way than prompt us here for help. If 1-5 people submit an issue, we make it lower priority than an issue submitted by 1050 people. Re: 8-9 Supporting new Joomla features is different than supporting new Joomla versions. There are many things in Joomla that we don't get involve with because that's not necessary. However, we appreciate technical information and specific ideas, suggestions and requests submitted to us. If you can provide those past support tickets then I will check with our team.

Best regards, Paul Hudson Extensoft, Inc. / Artisteer Artisteer - The Automated Web Designer http://www.artisteer.com Twitter: http://twitter.com/ArtisteerTeam Date Status 2013-10-17 1:56:57 Waiting for Support

Response Ok, nothing more to say than this: 1. You really are wrong and your attitude is discusting! You really should take a course of making business and how to communicate with customers.. Basic information: You know nothing and customers know everything! In the end, paying, loyal, happy customers are those who pays your salary! In the past few years you have anly overlook those! Piracy isnt your problem, your attitude is.

You also did say that im not involved in your business, what the fuck??? I have purhaced your software and have been a loyal customer over 3 years (and paid your salary with that), so why im not involved in your business???? I also know lot of your business, i have looked it over 3 years and with your answer, Its not a surprice that you are going downhill!

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