X-Cart forums

[Acquamarina]

Hi,

I though all was well with my new version, but Alas! Here is another problem:

I purchased the Firetank feed generator RSS 2.0 and we installed it. All went well until I actually tried to create a feed. Since DSEFU Pro is installed, I wanted to change the settings for the product URL's. When I try to save new settings in the mapping portion I get the following error message:

Forbidden
You don't have permission to access /admin/fts_fc_index.php on this server.

We checked the permissions and everything looks ok. I purchased it from BCSEnginering as I had some other items purchased from them and placed a ticket with them over 1 week ago. I was told they have 2 large orders so I guess small sites like mine don't get attention. I am honestly tired of waiting and with the shopping season upon us, I have run out of time too. I am very disappointed with their service. maybe someone on the forums has some suggestions on how to fix that. In retrospect, I should have bought it from Firetank directly, but who would know...

[groovico]

Hi Vera,

Please email us directly via our contact us links on http://www.firetanksoftware.com for direct support. From the message you are giving it looks as if the installation isn't correct and certain files haven't got the write permission flag set.

[Acquamarina]

Groovico,
A ticket has been opened about this since November 12th. Must say this has been the worse customer service I have ever experienced from any of the x-cart developers
I purchased the mod on November 3rd from BCSENgineering. It was delivered on November 5 and installed within a couple of days. We tried to use for the first time it did not work. We tried a few different things, didn't work. On November 12 I opened a ticket with BCSENgineering. After I waited for days, on the 19th got tired of waiting without any adequate response and opened a ticket with you. The ticket received a low priority and sat for a few more days with a couple of vague responses from Kurt. No one asked any questions, or did any investigation that I could tell.

Do you want me to open a third ticket? Why? So it can be ignored too?

Ticket ID: DEX-133426
Subject: RSS 2.0 problem
Department: Technical
Priority: Low
Status: Open

[groovico]

Hi Vera,

From the BCSE side they resell our software and we can't make comment on how the sale/install was handled.

From our own side since you contacted us directly I've checked our support desk thread, since the 19th you've had 5 responses from us, these replies have been based soley in the information Kurt has been given and is doing his best to help you resolve the issue, from the last response on the 23rd we haven't had a reply from you.

Your support ticket on firetank certainly has not been ignored and we even allocated you a free google base license to help with your other issue where the x-cart built in one failed, this was outwith anything to do with the rss feed issue and was done out of courtesy.

I understand your frustration but if you could please reply to the last email we shall do our best to resolve the matter, the problem appears unique to your installation/server and isn't something we've come across.

[kpayne]

Vera,

I'm sorry you're unsatisfied. I responded to you with the best information I could with the information I was given. The last response to the ticket was on 11/23 by myself and I asked you a few questions. I have not received a reply. Did you get my response?

We have a support desk with audit logging to help keep us accountable and transparent so we can provide the best support possible. Angelo has looked over the log for this ticket and if he had seen me conducting the ticket in a way that was not good for you or that was against company policy, he would have intervened.

As for the situation with BCSE's support desk, I've looked into this for you and it was a mistake on the part of the new support rep. It was not malicious, it was not how they normally handle tickets, and it won't happen again. This is the first time I've seen this type of mistake in the past few years where we've been working with BCSE, and Gary alerted me to the ticket as soon as he discovered the mistake, ironically, it was the same day you opened your ticket on our desk.

With all of that said, we want you to be a happy customer. What do you feel would rectify this situation and make you a happy customer?

Thank you and kind regards,

Kurt

[BCSE]

Originally Posted by Acquamarina

I was told they have 2 large orders so I guess small sites like mine don't get attention.

I believe there was a misunderstanding here. You had asked Lori how long is the wait for install and she said:

Right now our install time is about one week out. We had two very large orders that came in and that has pushed us back to about one week for the installs.

This was not for support, but our install schedule. We do installs on a first come, first serve basis. We do not prioritize large orders for installs, but schedule them in the order they come in.

There was a mistake with our new support manager, he didn't realize the type of question you had should be moved to the Firetank area and that was the reason for all the confusion. As soon as we realized your ticket was in limbo we immediately moved it to Kurt who could see your questions and immediately alerted Kurt.

Our new support manager is doing a great job helping me get through the sometimes hundreds of questions a day we get. I'm sorry your email was mistakenly placed in the wrong place. I hope it's clear that this mistake is not common place here and we were in a bit of a tight spot where I became very ill the day you originally placed the ticket while Gary was still in training.

Do let us know if you are still in need of help. Since you placed a ticket directly with Firetank, Kurt closed your ticket on our end.

Thank you,

Carrie

[Acquamarina]

Groovico, BCSEngineering and Kpayne

I was never asked for ftp information or any question at all. Also, I don't get a notification when a message is posted. to the Firetank HelpDesk so I have to keep checking the link I received when I first opened the ticket on Monday. Spent Monday, Tuesday, Wednesday checking every hour or less to see if there was an answer at the helpdesk. Some of the answers I received had to do with returning the module. Not at any point was I asked for ftp or similar info. By Thursday I ran out of time. I make 80% of what I sell and had a show this weekend. I ran out of time and stopped checking the link.

So Kpayne, that explains what is happening on my end. I ran out of time to keep checking the link. Is this the way your system work or maybe just a fluke? All of the helpdesk systems I ever used over the years always email a notification of posting, but I don't receive one from this ticket. You have the correct email as I received the first one when I opened the ticket. It is definitely not marked as spam, I checked that also.

To the folks at BCSEngineering, there was definitely a lost link in the chain of communication. I did ask about installation for another mod, then mentioned the error I was getting in detail, said I would like to fix this first. And I quote:

"Thank you for replying. I am still trying to figure out how to set up the RSS feed manager properly before I can go to the next module. When I try to save the feed to the server nothing happens. When I check the settings and hit the save button I go the following message:
>
> Forbidden
> You don't have permission to access /admin/fts_fc_index.php on this server.
>
> Additionally, a 404 Not Found error was encountered while trying to use an ErrorDocument to handle the request.
> Apache/1.3.39 Server at verabattemarco.com Port 443
>
> It looks like file permissions are not set properly but I am not sure which ones they are. Would you have any suggestions? I know very little about set up for rss feeds...
>
> Would you like me to open a separate ticket for this?"

So I did ask, and was told it would be handed over to another person in your staff. No mention of opening another ticket with you or Firetank at that time. This was on Monday evening (November 12-13), I believe. You know what happened next.

When I opened the ticket with Firetank on Monday, my ticket with you was closed. If only I had been told on the 13th to open a ticket with Firetank directly, things would have been much different. It took until the following Monday, when I gave up waiting and decided to do it.

I had other posts prior to this thread trying desperately to resolve this issue so I could go on with my plans for the site. Some forum members tried to help and I am very grateful to them for trying. No answers from either BCSE or Firetank until this thread.

We tried everything we could think of plus the suggestions given by other forum members, including spending hours with our hosting company on the phone. They are not x-cart experts and can't see portions of the code as they are incripted. I am no x-cart expert that's for sure. it has cost me hours of manpower including my webmaster who also tried to help. And I have to mention many points with x-desk as well.

I always had good response from all at BCSEngineering.. That just made this situation even more frustrating at such a critical time, right before the holiday shopping season.

This is my first experience with Firetank but from the forum communications, I can tell most customers are happy.

As you can all see why I am upset. Here we are, it's Cyber Monday and my plans for feeds are at least 2 weeks behind. Actually, I have not added any new products to my store as all the time I had was spent trying to get some help and trying to fix this thing on my own, researching the web and checking the forum. At this time I still have no product feeds to speak of for my store.

[Acquamarina]

Kurt,

I forgot to mention that somehow my BCSEngineering had a High Priority and my ticket with Firetank ended up in the Low priority group. Not sure why such a great difference there It has cost me more than enough time, aggravation, money and lost revenue to try to make it work properly, and I appreciate you are trying to rectify this situation. Mistakes happen, we are not perfect..

What would make me happy? Working feeds! And if I purchased Feed Manager from BCSEngineering, would either one of you installing for me at no charge? that would be really nice.

Thank you all for responding and I am looking forward to a reply.

[Acquamarina]

Kpayne,

Well, it's taking me 24 hours to get a response. At this rate, it going to take a loooooooong time to get this solved. Anyway to speed this up? Just an ok, got your message, working on it or some kind of communication would be nice. The time lapse is like 17 to 24 hours.

Thanks,

Vera