Rank: Member
Joined: 2/21/2007(UTC)
Posts: 1,113
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.. that I'm becoming a bit disillusioned with BV -- I was convinced that buying into the maintenance plan was a good idea -- after all, it was the only way I was going to get some of the features that would be needed (PCI compliance), and some features that were earlier promised and not delivered before (Kitting), thinking that I could get those features implemented. Silly me -- I updated to 5.5 only to find that kitting does not work with Price Groups, and I cannot even get an answer as to whether that is as designed, is a bug, or perhaps something I'm doing wrong. A couple of posts here about it, no response. Sure I posted it as a "bug" but you don't even get an acknowledgement when you enter a bug.
I also assumed that the maintenance plan would entail some sort of support -- silly me again -- there is no support mechanism any longer -- we used to have a ticket system, now there is the "bug tracker" but as stated above there is no acknowledgement to entering one, let alone a response that the bug is indeed one or not. We've replaced the forum for discussing features needed/wanted with a "vote-wish-list" for which there is no dicussion, and my votes didn't get near the top three, so I'm probably looking at purchasing another round of "maintenance" to vote on them again.
I've been emailed privately by some folks here that I should look elsewhere for future Ecommerce needs, but I have resisted -- I've been pretty happy with BV so far and certainly don't want to go back to ground zero. but it is starting to smell a bit like Kansas around here (an inside joke that I'm sure some of you will get) |
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Rank: Member
Joined: 12/23/2003(UTC)
Posts: 909
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I see Bug 39 (Sale Prices & Kits) posted 7/31 (Friday) and it is currently tagged as unconfirmed.
You'll probably see some progress on it during operating hours. |
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Rank: Member
Joined: 2/21/2007(UTC)
Posts: 1,113
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Matt -- the only reason I did that was to get an answer as to whether it is a bug or not -- I posted about this issue a while back now with no response whatsoever. I have posted other "bugs" to the bug tracker as well before and received no response -- one I had to figure out on my own (because there is no documentation). here is my original post about kits that was ignored -- zero responses. http://forums.bvcommerce.com/default.aspx?f=78&m=63544Frankly I expect better response after purchasing the maintenance plan -- it's not like I'm talking about a customization issue, or a problem with a feature that has been altered in any way. I also submitted a "bug report" at that time and did not receive any answer or guidance on the issue. |
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Rank: Member
Joined: 12/23/2003(UTC)
Posts: 909
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You're not wrong in your frustration. Was merely pointing out that I see your bug submittance because you stated that there was no acknowledgement or confirmation as too whether or not it was bug. Was confirming that it's there in case you missed it. |
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Rank: Administration
Joined: 4/2/2004(UTC) Posts: 2,393 ![United States]( "United States") Location: Hummelstown, PA Thanks: 6 times
Was thanked: 163 time(s) in 158 post(s)
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Joe,
I also agree that you're frustration is justified with respect to the lack of response to your issues. You have more experience with kitting than I do, so there's not much help I can give you without spending time with it and digging through the code to determine if your issue is a bug or intended behavior. |
Aaron Sherrick
BV Commerce
Toll-free 888-665-8637 - Int'l +1 717-220-0012 |
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Rank: Member
Joined: 11/5/2003(UTC)
Posts: 1,786
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Joe,
First, there is a support mechanism. The contact form at bvsoftware.com. I hired a new support tech two weeks ago to help assist with response times on these email. The maintenance plan did not promise ANY support other than software updates but I have been providing it for free to maintenance plan members. The ticket system will be coming back for maintenance plan members soon.
Second, I don't think you're giving us a fair chance on the maintenance plan. It's been just over 2 months and during that time we added a bug tracking application, had feature voting, released a hot fix for 5.5 and released the 5.6 service pack with new features and fixed almost every confirmed bug in the software. I have a phone call today with our PCI compliance vendor to work through more paperwork, I've been working with PayPal to make sure 5.6 is updated to their latest specs and I'm working with them on integrating some of their new products. There has also been a ton of work behind the scenes to include more unit test code and development on drill-down searching and updated gift cards which are the winning features from the vote.
Third, kitting was delivered in 5.4, before the maintenance plan. The maintenance plan was not required to get kitting, you had it before. If you reported a bug using the bug tracker then I know about it and we're working on it. If you reported a bug on the 31st you have to give us time to confirm and test before we go spitting out some reckless code that might break something else. You won't get much feedback on bug reports until either a) we contact you for more information or b) we close out the bug.
Fourth, there is a user manual online. It's not perfect but we're working on improvements to that too. I don't even know specifically what you want documented. Your complaint seems to be that there wasn't documentation about a bug you reported.
Joe, I can understand if you feel like you haven't received responses but I haven't seen any email from you recently.
I stand by my company, my software and my support. I feel that I have been more than generous with my time to you personally because I wanted to make sure you were happy with the transition from SF. Give me a fair chance and you'll get far more value out of the maintenance plan and BV than you would with any other cart.
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Rank: Member
Joined: 2/21/2007(UTC)
Posts: 1,113
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Marcus -- I really had never seen the Contact form, the only link being on the footer of the support pages -- and honestly I don't know that I would have thought to use that for "support" My frustration is with dealing with this issue for over a month now (my first post was on June 30th with no response from anyone).
To be fair, you did respond to my problem with the zip code issue a couple of weeks ago, but if you remember I used your "consulting services" email link and not the contact form. And I didn't mean to imply that I expected support under the maintenance plan, but since moving to the maintenance plan the ticket system went away.
I love BV and want to continue growing our business with it.
I guess I expect too much out of these user forums -- but then again, it was that way in "Kansas" as well after a while and don't want to go down that road again.
Thank you, Marcus
PS -- my comment about documentation is there is none on kitting -- there was a video at some point before kitting came out, but in the BV Manual there is nothing -- in my post I asked about what is "fixed price" and "adjusted price" -- I have no clue -- I select either one and it makes no difference. |
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Rank: Member
Joined: 11/5/2003(UTC)
Posts: 1,786
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Thanks Joe.
I will make a note that we need to have documentation for kitting.
Fixed price means that you manually set the price of an item in a kit. Adjusted Price means that you are adding or subtracting from the original price of the item.
For example:
Product A: Original Price $19.95
In a Kit with Fixed Price of $14.95 means that the customer will be charged $14.95 if they select this option in the kit.
In a kit with Adjusted Price of -$10.00 means that the customer will be charged $9.95 ($19.95 - $10.00) if they select this option in the kit.
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