Hi @halmypaly
I am so sorry that support is taking so long to reply, we got a huge support surge recently and it overwhelmed out team, we are working really hard to catch back up and we will make sure to update customers about the delay soonish.
Now to your problem specifically.
That is a very weird bug indeed, I am assuming you are on the latest version of of our plugins, if so would you mind trying to revert the plugins to the version you remember the shortcode working on?
That would give me a really good starting place to look in our codebase to the why it’s broken.
Also, would you mind trying that same shortcode on a separate page for me? And sending me the link? I want to check if it’s a random incompatibility with the location or if there is something under the hood not working.
best regards,
Hi @bordoni
I totally understand your team is overwhelmed and I sympathize with that. I love this plugin, but the time it took to get actual support delayed my company’s marketing plan by a month and impacted our bottom line because the support team didn’t even read my inquiries, causing a very long back and forth. I had to track down your parent company to get a legitimate response. This is not acceptable and if this trend is permanent I’ll have to find another solution. This plugin is perfect for what we need and your team is normally very kind and helpful, please don’t take any of this as an insult. Are there plans to alleviate the support bottleneck? We are ramping up our events significantly and I fear that if we need support (which we are paying premium for) that it might harm our business.
Thank you.
Dylan
Hi @dharvey123,
We understand that is a delicate situation to be in, dont get me wrong I totally understand your frustration with how delayed support was to reply to your request.
So we have implemented a couple of new structures to improve how our support team handles surges like this.
First and the most important one, we are finally very close to fully staffed on our Support team, but as you might imagine, training and ramp up time of their skills takes time, The Events Calendar as the software suite that we provide has a lot of things that require time to have a full handle on the problem.
We very recently moved away from a very bad internal tool that we were using for our Support entries, we are now using ZenDesk but that also had a little bit of a ramp up time, specially in terms of our own internal visibility of trends like this one before they happen.
So we have been hard at work creating the structures to allow us to see these surges before they hit their peak and handle the transition more gracefully by implementing a couple of modifications to how each interaction is handled.
We dont take it as an insult in any capacity, our team fully understand our customers frustrations and we are doing our best to not only resolve this particular surge we just had but to prevent them from happening again.
Thanks so much for your feedback. Hopefully that addresses your concerns and we hope to keep you as a client.
best regards,
@bordoni
I appreciate the candid response, this does address my concerns. Thank you!
I am having the same issue. I disabled all plugins, all theme, updated, downgraded… my shortcodes will not run anymore. Please help.
Jaime
(@jaimemarchwinski)
Hi @rosewoodat5th
So sorry to hear that you are experiencing this issue!
Since you have our premium plugin, I’d recommend opening up a ticket at theeventscalendar.com/support so that we can help you over there.
We appreciate your understanding!
Thanks,
Jaime
Plugin Support
Masood
(@masoodak)
Hi there,
This thread has been pretty quiet for a while, so we’re going to go ahead and close it. If you’re still looking for help with this, please do open a new thread, reference this one and we’d be more than happy to continue the conversation over there.
Have a great day.
Kind regards,
Masood
