Foobar after update – bad customer care

  • I operate several costumers-websites and in some of them we use Events-Calender.
    In one of the last updates (and i am pretty sure that this does not happen the first time) they changed the semantic output, the IDs and classes.

    For example:
    Earlier they used h4 for titles – now H3
    And so on…

    That means that all CSS which have been written once is without of use now and all of it needs to be rewritten.
    I have now at least 6 customers going nuts about it (and i for sure do understand it cause they now have to pay us to get that fixed)

    This is something any coding-internal learns in first lesson:
    – Plan carefully
    – Never change the structure if you dont want to annoy your customers

    What the developers are doing here is the opposite of customers care – its “be a customers pain”

    This is so harsh that i complety dont feel any urge to talk about any positive features this plugin might have.

Viewing 2 replies - 1 through 2 (of 2 total)
  • Barry

    (@barryhughes-1)

    We appreciate you reaching out, @bydlo.

    Causing disruption on our customers’ websites is, of course, the last thing we want and we apologize – we certainly should have improved our communication around those particular changes.

    Those modifications were, however, well intended and in fact resulted from an accessibility audit – our goal being to make incremental improvements to help deliver a better experience to a wider range of users. The fact that they may have caused some issues for site owners with CSS customizations was an unfortunate side effect of this work and we’ll certainly review and examine ways to improve our management of this sort of change going forward.

    As a tip for the future, I do want to highlight the importance of testing updates in a testing/staging environment before deploying them on live sites, especially if you have customizations in place.

    Remember too that, if you customize our calendar – or use a third party plugin or theme that ships with customizations targeting our calendar – then some amount of responsibility for ongoing testing and maintenance of those customizations needs to sit with their creator. Our product is not static and, as it evolves, so any custom code needs to evolve with it.

    That of course does not in any way take away from the fact that we have various areas to improve upon here. We’re grateful for your feedback and are actively discussing it — thanks again.

    Thread Starter bydlo

    (@bydlo)

    Your answer is as substantial then your support or your customer care – low!

    Even if we had tested your new version in a sandbox it would not have prevented the need to rewrite all CSS.
    You just dont care – thats it.

    And your “nice words” are just marketing and reputation management

    BTW: Your actual update crashed another customer site we maintain.

Viewing 2 replies - 1 through 2 (of 2 total)
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