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I have been having these two issues for some time. I have tickets open:
GSK-668-55224 11/13/2019
YMH-732-96728 11/12/2019
XKR-488-73093 11/8/2019
DQT-999-31860 11/20/2019
XKR-488-73093 11/20/2019
Tested and same result in multiple stores.
I had not had a timely response to the ticket so I I finally called and spoke to (name withheld) on the phone, we did a screen share and she was great... Verified the issue, made screen shots etc all in about 5 minutes. The issue needed to go to higher level support.
Then I get in the ticket system circus............It is now 11/21 and I am no closer to getting any of these issues resolved.... The ticked system is so frustrating....and slow……..
Simple question - Why is it when I try to schedule a advanced options product export, it does not save the file name as specified - see image:
https://snipboard.io/hr042w.jpg
The export continues to be run not as the file name specified - see image:
https://snipboard.io/c2hvZC.jpg
You will notice that I try in every available format. Telephone support advised the product export naming only works if you use FTP format (ok, I will try even though I have other exports set up and working by saving the file to /assets/). We tested the ftp option - this did not work either, file still named the generic way. She made screen shots and documented the issue. Then days later, the ticket support rep told me the exact same thing, it only works if you use FTP. I advised, did you look at the documentation of the issue - we already tried that didn’t work. I did it again just to show him. Then another 24 hours goes by………….
11/21 update – now they are telling me it only works via email. Well, I have had that option set up to send hourly for days, and still no file………….but reportedly - it works…
Herein lies a problem with the ticket system, it seems that every new person that touches the issue does not go back and see what has already been done and documented. So the whole process is repeated at a snail’s pace.
This seems to be an endless cycle....
It is too much to elaborate on the second issue. This is the condensed version:
The second issue is with the google feed. My product options are not in the google txt export. It took days for them to tell me what actually triggers the advanced product options to be included in the feed.
Once we knew what triggered the options, I tested 4 products. Still not in the txt export.
So today, the send me a copy of an xml file and say, the test products are in the feed. What a minute, I have never seen an xml feed. Where is that? Is it available to me?
The product options are still not in the google feed txt file that I can see and export????
___________________
Is there any way to get these issues expedited, call and discuss and share screens. The issues appears to be that what I see is not what they see when logged into my store. I have the file named and option selected, but when they log in, it is like I do not have the export set up. Yet the generic named file is running every hour.
GSK-668-55224 11/13/2019
YMH-732-96728 11/12/2019
XKR-488-73093 11/8/2019
DQT-999-31860 11/20/2019
XKR-488-73093 11/20/2019
Tested and same result in multiple stores.
I had not had a timely response to the ticket so I I finally called and spoke to (name withheld) on the phone, we did a screen share and she was great... Verified the issue, made screen shots etc all in about 5 minutes. The issue needed to go to higher level support.
Then I get in the ticket system circus............It is now 11/21 and I am no closer to getting any of these issues resolved.... The ticked system is so frustrating....and slow……..
Simple question - Why is it when I try to schedule a advanced options product export, it does not save the file name as specified - see image:
https://snipboard.io/hr042w.jpg
The export continues to be run not as the file name specified - see image:
https://snipboard.io/c2hvZC.jpg
You will notice that I try in every available format. Telephone support advised the product export naming only works if you use FTP format (ok, I will try even though I have other exports set up and working by saving the file to /assets/). We tested the ftp option - this did not work either, file still named the generic way. She made screen shots and documented the issue. Then days later, the ticket support rep told me the exact same thing, it only works if you use FTP. I advised, did you look at the documentation of the issue - we already tried that didn’t work. I did it again just to show him. Then another 24 hours goes by………….
11/21 update – now they are telling me it only works via email. Well, I have had that option set up to send hourly for days, and still no file………….but reportedly - it works…
Herein lies a problem with the ticket system, it seems that every new person that touches the issue does not go back and see what has already been done and documented. So the whole process is repeated at a snail’s pace.
This seems to be an endless cycle....
It is too much to elaborate on the second issue. This is the condensed version:
The second issue is with the google feed. My product options are not in the google txt export. It took days for them to tell me what actually triggers the advanced product options to be included in the feed.
Once we knew what triggered the options, I tested 4 products. Still not in the txt export.
So today, the send me a copy of an xml file and say, the test products are in the feed. What a minute, I have never seen an xml feed. Where is that? Is it available to me?
The product options are still not in the google feed txt file that I can see and export????
___________________
Is there any way to get these issues expedited, call and discuss and share screens. The issues appears to be that what I see is not what they see when logged into my store. I have the file named and option selected, but when they log in, it is like I do not have the export set up. Yet the generic named file is running every hour.
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