How come it consistently taking more than 24 hours to get an reply

Support
#1

How come it takes so long to get an answer. It’s been almost 2 full days now with no answer and on earlier topic it also took almost two days. I am loosing money since I can’t work on the website and that’s the last thing to do before release.

This is really frustrating, classic elements no longer work as they used to as it’s not possible to assign classes on some of them anymore (why?) despite of promise of them being supported and now I can’t even get an answer on how to get the cornerstone working.

It feels like I am forced to being an alpha tester and I realize that it is busy time for you guys because of this, but at the very least you could inform that your going to answer at some point and apologize for the delay.

#2

Hello there,

Apologies about the delay in getting back to you and any inconveniences we may have caused.

As advised on our forum support page here all support tickets are dealt with in the order they are received. So if an update is added to the ticket after the original submission this would unfortunately lead to a delay in us getting back to you.

The major influx of tickets recently would be due to the recent updates that we have released and we are working as hard as we can to get the ticket queue down and back to our usual speedy replies.

I have however taken a look over all of your recent support tickets and these appear to now be fully resolved with no further action from us needed. If a further update is needed with any of your tickets, if you could pop in an update to the tickets in question our team will strive to get to you as fast as we can.

Please could you confirm the classic elements you are unable to add classes to currently? We will then look into this for you.

Thank you and I apologise once again on behalf of our team for any inconvenience caused along with the delay in getting back to you.

#3

It’s once again taking really long time to reply.

This is a concern I already had while ago (5 days), but couldn’t be solved at the time because of another issue.

The problem is that I no longer can assign classes or links (href and classes fields are missing) to classic buttons. There was someone else with the same problem so I posted in that thread and it has now been about 2 days with no answer. The other person solved the problem by updating to Pro, but I am not doing that at this point out of principle alone. Updates should never break functionality!

Here’s a link to the other thread for reference: https://theme.co/apex/forum/t/href-field-for-classic-button-missing/13442/5

Please fix the issue asap, it reads on the classic elements that they are still supported. I understand that to mean that functionality that was there should not go missing.

#4

That thread you linked isn’t your support topic which is why you wouldn’t have received help there. You’re welcome to chime in on other threads and look for advice, but each topic is meant to provide support for the original poster. I’ve checked your account, and until these recent posts we’ve always addressed your topics in a timely manner. Keep in mind if you bump the topic, it will move it’s queue position.

I’ve checked and don’t see missing controls. Could you please try reinstalling Cornerstone? You can do this by deleting the plugin, then visiting the X dashboard page which triggers the plugin to be installed automatically. This technique has been known to fix issues that occur after updating over FTP introduces discrepancies where you might have some files from a previous version still present.

If that doesn’t help, please add a secure note to this post with login credentials and we’ll take a look at your site.

#5

Not only did that not work, that broke the site when using Firefox. IE still works.

I had not updated anything over FTP before, but now I have to learn to how to do that since I need to restore the site to the way it was.

And I don’t wanna keep bitching about this, but I have to respond. I get that it is not only me, since you have just released what is in many ways a broken update, but ever since the update happened getting a response has taken more than 24 hours every time, often considerably longer. And that is taking into account that I bumped one thread and then it did indeed take even longer.

#6

I found out that the problem with the site was due to Adblock plus. Although Adblock plus did not cause any problems before I deleted then installed Cornerstone like I was advised.

I made a new topic about that problem.

However this problem still exist and I would appreciate a fix.

I attached secure note here just in case you need it.

#7

You’ve included the username/password but no link to your site.

#8

Ok. this includes the link. Username/passord has not been changed.

#9

Got tired of waiting for a reply, so I started changing to new buttons one by one, tedious as it is.

However, there is a problem. The new buttons at least for me don’t have option for icon placement, checked several times as this was hard to believe.

So how do I get the icon on a button to be placed after the text?

#10

Ok, found it under reverse layout. This topic can be closed as far as I am concerned. It’s not optimal, but it’s faster to change to new buttons than wait for an answer, even if it is few hours of extra work. I still think the issue should be fixed, since after writing custom css, the classic buttons were way faster to work with.

#11

Glad to hear you got it sorted.

You are free to use the Classic Buttons together with the V2 buttons option.

#12

I can’t use classic buttons, since they don’t work. href and class fields are still missing, but since I’ve know changed every single button one by one, I guess it’s no longer an issue.

Btw. is there anyway to assign a class to the new buttons?

#13

Hello @Soundventor,

You can give a class name to button by clicking on the customize button. I have created a screencast that will help you to get started:

https://screencast.com/t/nsIGKGXxlX

Thanks.

#14

This topic was automatically closed 10 days after the last reply. New replies are no longer allowed.