Dll

24 minutes ago, Davyc said:

@Matt You just need to look at this topic and realise how toxic it is and there is no remorse, just excuses and rubbishy PR talk.

This line from yesterday stood out - I mean who'd have thought that Invision re-made their entire website to coincide with the sudden/zero notice price rise just to show their customers that it was worth it. That is dedication for you.

Quote

We feared the backlash, so we wanted to also offer a website refresh as a demonstration that we're always looking to better ourselves.

Just now, Matt said:

We absolutely care about our customers. I will be replying to as many posts as I can today. The email was queued up days ago. We had some issues with the changeover so I paused the email until we were clear they had been resolved. The email went out 4 hours after the site was put back on, which we felt was a priority so customers could get support, download updates and so on.

In all seriousness Matt. If you / the rest of the management at invision think that sort of timescale is acceptable when communicating such a big jump in price, then I really do recommend you hire someone with more knowledge and skills in communication and customer care. You needed to be weeks ahead of this, to give people reasonable notice. 

I'm imagining a parallel universe, where rather than a condescending, pr spun, rushed out email had been sent after the event, instead a clear, honest, professional and concise one was, ahead of time.

If only.

I'd like to assume that Invision's ability to shoot themselves in the foot with bad/lacking communication is due to their focus being on other things within the business. But one part of me starts to wonder if it's just a case of not being bothered enough about their customers. Time will tell, as at some point these lessons are going to have to be learned.

10 minutes ago, Jordan Miller said:

In hindsight we could have sent that email out first - btw it's on its way as I type this. We were a few hours late with this and we apologize.

No no no. Come on. You weren't minutes late, you're weeks late. You have clients who have renewals at the new price due in days (maybe hours), which due to the change to annual pricing and the increase will mean an outlay of more than double what they were expecting. Can you not see how giving a reasonable amount of notice is the least you should have done?

1 minute ago, BankFodder said:

No we can't

I was able to load the posting menu properly (eg clicking start new topic showed the correct thing rather than being broken as it was before) while the twitter thing was removed. Now you've put it back on, it's broken again and the errors are back. You need to leave it off, clear your browser cache and try again. 

3 minutes ago, Jordan Miller said:

I hear you. We genuinely talked about today's news for a while because we wanted to be as sensitive as possible while also forging a path forward. It's been a weird line to walk to be honest, however we're committed to making this the best community platform on the net. We feared the backlash, so we wanted to also offer a website refresh as a demonstration that we're always looking to better ourselves. This is by no means a reflection that we could care less about the clients that have been with us through thick and thin. We know the news is a bit of a shock. We're going to continue to be here for you more now than ever. Yea cheesy PR verbiage from me but it's also real talk. 

And between you all, none of you thought that communicating the changes in advance may be the way forward? 

1 minute ago, BankFodder said:

The auto tweeter is switched off at the moment

And the errors appear to have gone. Can you post?

It could be that twitter is having some issues. Remove it and see what happens would be my advice, as Adlago is right, it's going a bit crazy. Moving your javascript to the header (theme settings) may also be a way to solve it temporarily if you really don't want to remove it, but personally I'd remove it first as it's not healthy for the site for it to be doing what it's doing at the moment. 

There are a number of javascript errors showing in the console. Try changing it to load the javascript in the header rather than at the bottom of the body in the theme settings. 

23 minutes ago, Charles said:

Everyone should receive an email by this time tomorrow with all the details. Remember only a small percentage of clients hang out on our site. We have thousands of clients to email.

1. You chose to update your website and the price that your existing customers pay before emailing them. It's not really about what is posted on here. And you make it sound like emailing 'thousands' of clients is a difficult or time consuming process. Which of course it isn't, beyond writing the email, which could have been done weeks ago, unless you made the prices up on the spot this morning.

2. You're probably going to have to drop the 'barely any clients use this forum' line to justify the lack of reasonable communication on offer, now you're only offering support through it to the majority of your clients.

I'm broadly supportive of the price rise, but can you not just admit that the way it's been communicated has been poor and stop spinning it. It would be so much easier to believe the 'we want to be transparent' pr type guff then.

5 minutes ago, Ramsesx said:

I don't understand why developers as important as openfont and Adriano have to pay licence fees at all, because without them Invision would certainly not be where it is now. Without developers, without high quality addons, no customers, to put it bluntly. Just because of a few hundred dollars more revenue you risk losing everything you have built up over the years. This is not a wise decision because the developers are the be-all and end-all of any successful forum platform. 

 

I agree with this. I can't see why the developers who contribute popular/numerous apps to the marketplace don't get either a discounted or free licence. Anything to encourage them to continue what they're doing would be good, as without them this product doesn't look anywhere near as appealing. 

17 minutes ago, Jordan Miller said:

There was no great way to share this news. 

In advance would have been a start. 

Any clarification on what this means for support for those with existing licences which are over 30 days old? Is it only available through the forums from now on unless you buy priority support? 

I should have kept my face shut when I was suggesting Invision raise prices.

But, in all seriousness I have no issue with the increase itself. But for a company that's apparently expert in all things communication, it's a bit weird to see it just dropped in there with a site redesign rather than pre-announcing it, emailing customers in advance or whatever else. 

The site does look waaaay better than it did though. 

Would it be possible to add more filtering to the members who are shown the message, rather than just using member groups? Specifically, what we'd be interested in would be a time since joined filter - as we don't think it's too worthwhile showing the prompt to someone who has recently joined. So for instance, we could filter it so someone who's joined <365 days ago wouldn't see it?

It's in profiles, next to posts etc. All the badges awarded so far are showing as well. I'll raise a ticket?

Since 4.6.6 ranks and badges are now visible during a rebuild, is this by design or a bug?

I'm hoping it's a bug, as it creates confusion. 

@Matt - this is working fine for us beyond 365 days and  rebuilding only gives awards to people who have logged in > than the number of days since registration to trigger the rule. Is this likely to be because we prune the IP and device logs after that period?

Well, I don't know when you last ran the rebuild or what version you're running. But if it was a while ago or prior to the latest version, perhaps it'll work as you'd expect now. As it certainly is for our community using 4.6.5.1 and appears to be working the same way on this community as well. 

3 minutes ago, iacas said:

I asked to have the ticket re-opened. But for the fifth time or so… that's what they told me. That it's working as designed. They also told me to create this feature request.

Just out of interest, based on what you're saying, this user on your site should have been awarded your one year badge, but haven't. Why would that be?

https://thesandtrap.com/profile/62125-teal379/

Well, as I say, that's not what we're seeing and it's not what's happening on here. 

10 minutes ago, iacas said:

IPS is saying, and I saw on my own forum, that "when" is triggered by a rebuild of the achievements.

And again I'll ask you to please stop posting here, as apparently you should file a bug, because the software is working as designed on my site, per IPS.

I'll stop posting after this, as it's obviously difficult for you when someone has an opposing point of view. But, here's a user on this community who registered in 2004 and hasn't logged in since. Based on how you're saying the system works, they should have the one year in badge that IPS use, but don't.

https://invisioncommunity.com/profile/63016-notacake/

We know that IPS have rebuilt their ranks/badges at least once, so I assume that means this community isn't working in the way you're describing either.

I'm just telling you what we're seeing. It's different to what you apparently are, but I can categorically tell you that the behaviour on our community when running a rebuild is not at all what you're describing.

We can go round in circles for hours here. But ultimately, if that were the case, every single person registered on our community prior to certain dates would be awarded longevity badges, and that simply isn't the case. We rebuilt just a few days ago, and the only people who have been awarded the badges are those who have logged in enough days after registration for the rules we've set to apply. 

Just now, iacas said:

It does. You've got this one wrong. I had a whole support ticket about it. The "user logs in" event in the rule is triggered by the rebuild of the achievements.

Honestly, I don't. It may not be the case on your community, but we have a clear difference in the numbers of people who have been awarded these sort of badges and the numbers of people who have been registered long enough to receive them if it was solely based on the difference between the date of the rebuild and their date of registration.