Actinic Cover

[eck247]

Has anyone had any experience of dealing with Actinic Tech Support ? I sent them a snapshot on monday morning and wondering how long approx it takes for them to reply/fix ?

Have sent a few emails with no replys !! This is the first time i have used the support but seems very poor. However i can only compare this to support we have with Sage who have always either fixed our problems within hours or at the very least kept us upto date with issues.

Thanks,

Eck247...

[eck247]

Update.

Just received email from Support to say that my problem has not been dealt with because support guy is too busy taking calls and dealing with other customers problems who he feels are more urgent than mine regardless of when the issue was raised !!

Great Response , Really makes me feel good about the amount of money my company has paid for the cover.

Note to Actinic Cover Renewal Team , save yourself a phone call when my renewal comes around.

[Ben]

Hello Alex,

Sorry to hear about your experience yesterday. Actually, yesterday was fairly unusual circumstances in that we had a high volume of support calls and were unexpectedly short on staff. In these situations, we have to give priority to the issues which stop customers' sites working completely.

You sent the snapshot at mid-day on Monday, and I understand from the support team member he is working on it at the moment and will call you this afternoon.

[Darren B]

This might be controversial but you have longer than a few days to wait. My snapshot has been with Actinic support for months

[eck247]

Well this morning i was informed that someone would call me this morning , needless to say that didnt happen.

Actinic seem to think this is a small issue and it will be dealt with when they are not soo busy , well to me and my company , this is a huge issue and has stopped the development of this site.

With Darren B comments in mind , think i will have to look for help from forum members rather than wait months for actinic to spare time to fix my issues.

[Duncan Rounding]

What are the issues you have?

[eck247]

Its a very small issue , which i actually thought Actinic support would have fixed in minutes rather than days.

I had also posted it on the forum last week but because my company wont
let me post a link to our "site in construction" i thought Support would have been the obviously people to offer advice.

I have some products that has "Product Choices" , basically the choices are different sizes and have no affect on pricing. But for some reason the "choices" are not being forwarded to the cart , cart only shows the product and not the chosen option/size. If i add a component , that information passes to cart no problem. Actinic support had originally told me that i could not just add Product Choices without adding a Component ? I didnt think this was true and experimented on another site i run , no problems on the 2nd site with product choices only and sizes were indeed passed to the cart.

I know that not having a link to see the problem is frustrating , also very frustrating for me...

[Chunkford]

Have you added an attribute, and then add the choices to that?
Have you messed with the cart layout or scripts?

[Chunkford]

Also, have you printed an order confirmation to see if the choice is on there?

[eck247]

Doesnt print , and have not touched the cart pages.

[Chunkford]

When you download a test order, does it show in the line items tab when you open the order?

[eck247]

Hi , Just tried this again , doesnt show any additional info on the downloaded order either.

[Chunkford]

ummmm ok, so it's not the case that it's there but hidden.

Have you touched the "Drop Down Choice" Layout or which ever one you are using?
The code should read something like:

<option class="producttext" value="<Actinic:Variable Name="ChoiceSelectedValue"/>"><Actinic:Variable Name="ChoiceDisplayLabel"/></option>

make sure value="ChoiceSelectedValue" is there

[Chunkford]

and for the "drop down choice list" selector layout (or what ever you are using), look in the list layout settings and at the start of the list you should see something like:

<select class="producttext; border" name="<Actinic:Variable Name="UIWidgetName"/>">

making sure name="UIWidgetName" is there

[eck247]

I have tried both drop-down and radio buttons , no joy , however if i add a "cart button" to every choice it works. I read a previous post where adding the number 1 to the grid adds a cart button to all the choices.

The choices are all displayed on the products with radio buttons or drops downs no problem.