Thu, 23rd August 2012
Of course this client is entitled to his opinion. However when a user reports a bug that nobody else has reported before and that I cannot recreate myself I don't see that sending them a new file to test is a bad thing to do. The issue reported is actually caused because Paypal sends some non latin names blank to IPN (because they use windows-1252 charset) by default which was causing a problem. Of course this is a bug which I never denied but just explained the cause. The client refused to share the Paypal data that caused this so it was hard to solve it without asking him to test a possible solution, especially as he demanded a solution quickly. I apologise for trying to help!!! Nearly all software support requires help from clients on occasion, especially when a problem exists that is hard to recreate. My 'reply in 'fury' as he describes it was simply 'First of all why are you being so stroppy?' before continuing with my questions. Perhaps a little unprofessional I agree so I apologize for that, but I am only human after all. I noticed on this clients own company website that they have a FAQ entry titled 'How come you guys have such a bad attitude?' which is interesting!