ivov-6
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Hi Amit,
Thanks for the response. For now, we (Smartoptions) have put in so much time with no results that your request/offer does not justify putting more time in from our side.
For now, we have found a solution till we find a permanent alternative. I appreciate your offer, but after many issues and a lack of support, I had had enough.
Thanks for your support and understanding.
Kind regards Ivo
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ivov-6
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Dear Amit,
Thank you again for your willingness to help. After considerable internal discussion, we’ve decided that sharing our site or database, even under an NDA, is not an option for us, as previously shared. However, this does not relieve WPML from its support obligation. As you are aware, SmartOptions is a commercial operation, and we require WPML to deliver a robust solution within your existing support framework.
To move forward without exchanging sensitive data, could you please:
Identify and patch the root cause.
Please engage your development team directly to investigate why the Translations queue in advanced mode loops indefinitely. The team can have remote access to solve and identify the issue.
If this is a known bug, can you supply a hotfix or a patch file that we can apply immediately, or include the fix in your next plugin update?
In conversation with our support administrators from Tagdiv, we have disabled the automatic translation worker and removed the queue, which has stopped the loop for now. After a week, it returned, and we repeated the process. This is still not normal behavior.
Commit to a timeline.
Given the severity (we’ve been stalled for over a week), please let us know by Monday, at the latest, when we can expect either a patch or detailed instructions.
Kind regards,
Ivo
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ivov-6
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Amit,
It's quite unusual for a professional company like On the Go Systems to let paid premium customers wait for days without providing a solution or resolving the issue.
Not answering only shows, and I hope people Google 'WPML bad service' or 'how is the service of WPML?' to see how it does not help their customers in a timely manner.
Asking for databases, while the supporter did not even check the backend access that was given for troubleshooting and serving terms that exempt the company from any harm, is not ok or trustworthy.
I still expect the solution to the issue WPML is creating on our website. (Looping of the queue) (That I have to ask again is weird.)
Regards,
Ivo
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