Ticket remains unresolved after almost 5 months, despite being escalated twice!

This support ticket is created 3 years ago. There's a good chance that you are reading advice that it now obsolete.

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This topic contains 1 reply, has 2 voices.

Last updated by Nigel 3 years ago.

Assisted by: Nigel.

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January 26, 2022 at 3:42 pm #2276485

simonM-5

Hi Toolset

Regrettably, I have to complain again about a ticket which I have already escalated twice, but which is still not resolved, currently assigned to Luo.

https://toolset.com/forums/topic/wpv-forgot-password-form-not-working-correctly

First opened almost 6 months ago (!): 09/08/2021

Escalated first time: 13/10/2021 via the ticket itself and then via another support ticket (https://toolset.com/forums/topic/problem-with-3-support-tickets-not-being-worked-satisfactorily-to-resolution/)

Escalated again: 24/01/2022 via the ticket itself (no response as yet)

Last update from Luo: 12/01/2022 (14 days ago)

Can I please have an explanation as to why it is being ignored for such long periods of time? This is not very typical of the usually excellent and highly responsive and satisfactory Toolset Support.

We are planning to go live to production very soon in the coming weeks and it would be very disappointing if such a basic functionality was not working for our users. I believe the solution should not be that complex - it is simply the lost password functionality not working with Toolset Forms. It could turn out that it is a WPML plugin issue, but I would at least like confirmation of this so I can move forward with WPML about this.

In any case, I strongly request that this ticket be transferred immediately to a more competent supporter and that it be worked with priority to resolution. For example, Christian Cox worked a similar ticket with us before (https://toolset.com/forums/topic/password-reset-functionality-not-working-correctly/#post-1357433) and had it solved in a number of days, not over 5-6 MONTHS!!!

Looking forward to an explanation and of course a more typical competent and speedy resolution.

Thank you and best regards
Simon

January 27, 2022 at 9:46 am #2277353

Nigel

Supporter

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Timezone: Europe/London (GMT+00:00)

Hi Simon

I looked through the other ticket and am truly sorry about the poor support you received from Luo, which I've discussed briefly with him just now and which he cannot account for. We have regular performance reviews and will be discussing this more fully at the next meeting.

I see that he has finally identified the problem and shared that with you this morning. If you confirm his findings, I'll escalate those to the developers so that the particular WPML setting doesn't break the Toolset custom login form workflows.

Once again, I'm sorry about your experience with the linked thread. If you have any such problems in the future, please feel free to email me directly at nigel.a@onthegosystems.com.