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Not Happy!

Posted: June 25, 2012 at 2:30 pm


mreid

June 25, 2012 at 2:30 pm

Last week I was working with Josh on customizing my Upcoming Events widget and was working with this page (which he directed me to): https://eventespresso.com/wiki/selectively-hide-the-add-to-cart-link/ (the url has changed from last week).

Now, when I go to that page I have to pay for access because I don’t have a developer level license or I have to pay to be a VIP Member. That is SO not cool guys, not cool at all to suddenly yank our resources, just because you want to make more money.

Not happy and very disappointed!

Morag Reid

  • This topic was modified 1 month ago by  Seth Shoultes. Reason: Fixed broken link


Josh

  • Support Staff

June 25, 2012 at 4:00 pm

Hi Morag,

I’m sorry to hear about your disappointment. Let me try to explain what happened:

The decision behind making the premium content available to VIP members was something that was decided a long time ago. The old site did not have all the capabilities that this new site has when it comes to managing premium content. We had a lot of content specifically developed for the new site just sitting there, unpublished, benefitting no one while we were working on developing the new site. So the decision was made to make some of this content available on the old site while we continued to work on the new site.

It actually costs quite a bit of money to create this content. We’re working towards creating even more content for the VIP’s, and more members means more awesome content. Right now, a VIP membership costs $5 a month, and if you only need the access for one month, simply cancel your subscription.

  • This reply was modified 7 years, 9 months ago by  Leslie Koyle.


mreid

June 26, 2012 at 9:35 am

Hi Josh (and Leslie, whoever you are)

Please don’t get me wrong. I know this stuff takes time, and therefore money, to develop. I get it. I applaud it! Your product is awesome and that’s why I recommended that my client pull out her checkbook to pay for it.

My problem is with the level of basic customer service. This switch was done with barely any notice and zero explanation of the changes.

When I first was researching products I came to this site and I saw that it was a one-time fee for the product with a yearly support fee. I explained this to my client. I now have to explain that this has now changed and that there will be an annual renewal fee, but I can’t tell her what that is because all I can find is a vague reference to “around 50%”.

Additionally, I purchased the business license which comes with a number of add-ons. They are listed in my account, yet when I try to access the documentation for any of them, some are blocked and some are not; on one I got a 404 error. It seem to me that Event Espresso was not ready to launch this new business model and should have thought it all through more before launching.

Lastly, and frankly, had I know I was not going to get access to that page, I would have worked through the weekend to ensure I got what I needed before the change over.

I will probably sign up for a couple of months of VIP access, but not until all the glitches are ironed out.

Thanks for your response.

Morag Reid


Josh

  • Support Staff

June 26, 2012 at 10:08 am

Hi Morag,

I understand your frustrations, but we’ve been telling people about this change for twelve months now.
The terms and conditions page on the old website (still available at old.eventespresso.com) was updated on June 11 of 2011 to say:

You will receive these updates & improvements (as needed) at no additional charge for 12 months from the date of purchase, upon logging into your account. After 12 months from the date of purchase, a support subscription/membership will be required for updates to new versions and individual support.

Special note upgrades and on-going support: Currently all customers receive unlimited access to updates and new versions, however, at a future date our upgrade/support policy will be enforced.

We’ve also sent out emails through the email newsletter.

One thing that is being added with all of these changes are the 1-click updates. Before, in order to keep the software up to date, the process involved downloading all the new versions from the old website, and manually installing them one by one. This would take a considerable amount of time if you had a lot of add-ons. That’s something that you may not have considered when you pitched this to your client, but you would have most likely had to deal with as new versions get rolled out.
Your time is valuable, so you no doubt would have been faced with billing your client for the time spent updating the software each time a new release was rolled out. With the 1-click updates that this site brings, the time and skill required to maintain the site is much less now.

I’ll double check on the documentation to make sure all the add-on documentation is available for the business license users. The only documentation that wouldn’t be automatically available without the VIP membership are the articles under “Extending Event Espresso”.


mreid

June 26, 2012 at 12:32 pm

Well Josh,

How can I be annoyed when you keep being rational. Since I bought the plugin only 10 days ago, I guess I missed the email announcement.

FYI – here is what I get when I try to access documentation for the add-ons.

Redirect to another page
Roles & Permissions (BASIC) v1.5 (redirects to the main Documentation Page) and also not sure if I am supposed to have this.
Multiple Event Registration v1.0.3 (redirects to the main Documentation Page)
Custom Files v3.1 (redirects to the Pricing page)

Partial Documentation (I see the VIP Area message on the page, so it’s not clear if part of it is hidden or if its complete).
Recurring Events v1.1.6
Social Media v1.1.3
Groupon Integration v1.6
MailChimp Integration v1.0.3
WP User Integration v1.9.3

Full Access
Event Espresso v3.1.24.P
Events Calendar v2.0.2

Also, I have copied and pasted my site license key into the general settings of the Event Espresso Plugin, but it still says “not active”.

Another FYI – the page title of my account page starts with 404 Not Found.

I wonder if I should just create a new account like it says in the recent news post on my account? I can access it OK, it’s just some of the links aren’t working correctly.

I would also like to say that I worked as a box office manager for nearly 20 years and this is as good as any ticketing program I came across – certainly as far as the user aspect of it is concerned. In fact, I recently recommended it to a friend of mine.

Thanks

Morag

  • This reply was modified 7 years, 9 months ago by  mreid.
  • This reply was modified 7 years, 9 months ago by  mreid.


Josh

  • Support Staff

June 26, 2012 at 2:52 pm

This is really helpful feedback, so thanks for taking the time to post the specific issues you are having.
I’ll start with the Redirected pages: These docs are in need of being updated, so they’re not live right now. We’re working on it.
With the partial documentation issue, make sure that you are logged in with the user account that you’ve been posting. I double-checked these and you should have full access to these docs.

Site license: Update to the very latest version of Event Espresso before entering the license key.

Page title 404 on the account page: Mine does that too. I still have to create a ticket for someone to fix that. It will be fixed soon.

I think your account should be fine. Do you have all access to the the software downloads?


mreid

June 26, 2012 at 3:30 pm

Hi Josh,

My version says 1.3.24P and at the top of the page it says the latest version is 1.3.24 so I am assuming that I am up to date? Please let me know if I’m not.

I do have access to all the downloads.

Morag


Josh

  • Support Staff

June 26, 2012 at 3:51 pm

should be 3.1.24.P, you could try downloading a fresh copy though.


mreid

June 27, 2012 at 12:51 pm

Actually, I lied. I was on v. 3.1.22

I have updated and all is good.

Thanks

Morag


Chris Reynolds

  • Support Staff

June 27, 2012 at 12:55 pm

Page title 404 on the account page: Mine does that too. I still have to create a ticket for someone to fix that. It will be fixed soon.

Fixed.

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