I understand where a release is that NETO states bug fixes but does NETO ever state known bugs that they are working on.
Not that I've ever found. Only the roadmap for new features: https://www.netohq.com/roadmap
Reporting bugs is a nightmare. Front-line support aren't interested, and won't usually put the time in to understand technical bugs. If your bug report is escalated to the developers, you'll never hear back on the status.
There are a ton of small bugs in the processing of B@SE tags, but I've never found a reliable way to report them to someone technical.
I am finding the same, Their greatest asset could be the frontline customers, tell us and we can try and identify scenarios as it happens. We want them to succeed...
Absolutely. I'm originally a developer (now in sewing machines...) so I'm doing our Neto web template customization myself. I've dived into the B@SE language much more than most users - there are about 6,000 lines of code modified in our templates. There are heaps of places the documentation is wrong or tags aren't working, simply because no one has ever tried it. I would LOVE to help improve the Neto platform but it feels like support's job is to be a wall between customers and developers.
I thought this community would help, but the lack of follow-ups from the Neto guys means we can't really have a conversation. My sole technical question got an incorrect answer and then forgotten ?
Unfortunately, KPIs are often set to closing jobs, bugs, complaints etc and that becomes the focus. One of my favourite bugs that I have told them about and is still not fixed is when you edit a description in the WIYSIWYG and press enter, it defaults back to the top line, so you start typing against the first line.. frustrating as. I don't know how anyone can not see the issue unless it's just me.
The should put a power user group together and focus on their challenges as it would cover most the user's issues and free up their support team.
I can definitely see the effect of KPIs. I'm sure support staff are under huge pressure with Neto's rapid growth. Support seems to come good, then go back to huge delays, then come good again. Same with development, the focus is now on rushing out new features - which is great - but at some point they need to get back to improvements and bug fixes at the core of Neto.
I've seen that bug before, but weirdly it only happens on one PC in our office. I couldn't narrow down why.
Now that our site is live I'm actually pretty keen to share what I've learnt about template development and help out other developers. There just doesn't seem to be a suitable forum.
Agree. I do find the front line support team pleasant but a business needs to ensure the direction is aligned, I know that when the stock levels are low and customers complain to the call centre, the guy ordering stock doesn't care as he doesn't get the calls. Companies usually treat call centres are a triage centre rather than an opportunity to improve their business.
Perhaps we can put together (with NETO's support) a power user group and look at how we help drive the agenda of bug fixing, innovation and development. Its a nice platform, some good features etc but if they don't get it under control it will fall by the wayside as customers leave with their horror stories, not today, not even tomorrow but following this path will lead them there eventually.
I think that would be a great idea if you could get enough people on board. There seems to be an active (unofficial) Neto user's group on Facebook but I'm still waiting for my invitation to be approved. They limit membership to people with a live site, which I find a little odd. I needed the most help in preparing the site to go live.
I agree I would have thought building a site requires a lot more support rather than simply opening to people who are live with a site.
They have started the support here with the forum, however, a version where they have superusers interacting with them will drive better outcomes in my opinion.
