10 Replies Latest reply: Sep 15, 2014 8:40 AM by csuebele

Users, please contact developers (I said: PLEASE!)

DBarranca Aug 2, 2014 7:30 AM

Dear user,

if you happen to run into troubles installing an Add-on:

it is not listed in the Window > Extensions menu
you're having hard times understanding the Creative Cloud App / Add-ons website messages (acquired, installed, whatever)
you think something should happen and it doesn't
if the add-on doesn't work as you expected

Please, please, please, please: Do not leave anonymous reviews like "doesn't install on <yourAdobeApp>" or "broken".

It's of no help whatsoever either for you as a user, for us as developers, and for everybody else.

For legal reasons Adobe doesn't share with us your data: we don't know you, we can't reply you, we can't be of any help, unless you:

Please, please, please, please: Get in touch with developers!

It's easy, just click the developer name (it's a link) below the product title: you get to a page where all our products are listed and our contact email is shown clearly.

Write us, your email client won't explode, you won't get overflown with spam, you're just going to get free customer support.

Please, please, please, please: Ask for help!

I mean: you want our stuff (free or paid), for sure we want you to have it. Add-ons / CC still has some glitch, we can make it, believe me.

If the automatic installation via Add-ons for some reason doesn't work, you can download the installer yourself: click on "Where to Find it", then below "Trouble Installing your Add-on" there is a link that says "Download / install your Add-on another way".

If that is broken we can mail you the installer, or troubleshooting your problem - it's part of our job.

Please, please, please, please: Let us help you!

Product development is our job. Testing is a pretty awful part of that job yet we do it because we care. There is people on the other side, Adobe's employees, who receive our submissions and test them before publishing our products. This doesn't guarantee that they will work 100% - **** happens: you might have some weird preferences errors, font issues, permission issues, CC issues. Whatever it is we surely know that better than you because: we do customer support all the time.

Chances are that we can help, and if we don't know the answer straight away we'll find that, and we'll make a better product and we'll be able to support better the next customer.

OK? Does that make sense to you?

So next time you get into trouble with Add-ons, please contact the damn developer. He'll be friendly.

Thank you.

Davide Barranca

----

www.davidebarranca.com

www.cs-extensions.com

1. Re: Users, please contact developers (I said: PLEASE!)

PresetsGalore Aug 6, 2014 11:50 AM (in response to DBarranca)

Thank you! Several times now customers have left me a 1 star review because they had some sort of installation issue, without even contacting me first. It's so frustrating, since I am so happy and willing to provide customer support and can easily just email them the file with instructions.
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2. Re: Users, please contact developers (I said: PLEASE!)

csuebele Sep 14, 2014 6:09 AM (in response to DBarranca)

Yes, this is frustrating. I have a script that I wrote with CS6 and put on the Add-Ons site. For some reason it wouldn't install on CS6, even though it was written with that program. Someone left negative feedback because it wouldn't install. I did get contacted by Adobe regarding it, and sent the person the file to install manually. Never heard back from him. Rather than fix the issue with why a normal jsx script wouldn't install in CS6 Adobe just marked my product not useable for CS6. A few months later I got email from someone who had bought the script and it wouldn't install on CS6. At least they contacted me directly and didn't just negative feedback. I fixed them up, but I thought they we're suppose to be able to download the product.
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3. Re: Users, please contact developers (I said: PLEASE!)

Jonathan Ferman Sep 15, 2014 7:12 AM (in response to csuebele)

Hi csuebele,

Can you let us know which product you are referring to so we can investigate.

Thanks,
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4. Re: Users, please contact developers (I said: PLEASE!)

csuebele Sep 15, 2014 8:05 AM (in response to Jonathan Ferman)

Jonathan, this was the Grid Creator - the same one where you contacted the buyer the first time, but he didn't respond after I sent him the script. The second buyer some how downloaded it again for CS6, but he contacted me directly and I set him up the the script again. He let me know that it worked, after I sent it to him.
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5. Re: Users, please contact developers (I said: PLEASE!)

Jonathan Ferman Sep 15, 2014 8:13 AM (in response to csuebele)

Thanks Chuck,

OK, i just took a look and noticed that there is no file size showing for the product, that sometimes suggests there is an issue with it (although not always). I think it might be worth submitting a patch if you are confident it works with CS6. If it does the user downloads the zxp file and uses Extension Manager for the install. I noticed you have another product which does support CS6 and also shows no file size but there were no ratings or reviews so I don't know if anyone has had an issue with it. However I think it would be worth submitting a patch to see if it fixes the current issues.

Thanks,

Jonathan
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6. Re: Users, please contact developers (I said: PLEASE!)

csuebele Sep 15, 2014 8:20 AM (in response to Jonathan Ferman)

Johnathan, both those products are just plain jsx files, and were put on the Add-ons site using the beta uploader on the site. The free one: Canvas Wrap seems to be okay - at least I haven't heard from anyone saying it doesn't install, and it's been downloaded over 700 times. The Grid Creator I'm charging the min $5, but for some reason it doesn't install, even though I uploaded it the same way. I could try putting in a patch.
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7. Re: Users, please contact developers (I said: PLEASE!)

Jonathan Ferman Sep 15, 2014 8:22 AM (in response to csuebele)

Yes please try a patch.

Thanks Chuck, much appreciated.
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8. Re: Users, please contact developers (I said: PLEASE!)

csuebele Sep 15, 2014 8:24 AM (in response to Jonathan Ferman)

Should I package the patch using the online tools or the standalone one?
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9. Re: Users, please contact developers (I said: PLEASE!)

Jonathan Ferman Sep 15, 2014 8:28 AM (in response to csuebele)

Preferably the online packager. If there are still issues it would be worth trying with the Desktop packager app but we are adding lots of work on the online packager so that would certainly be my preference plus it makes it easier to do further updates in the future.

Thanks
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10. Re: Users, please contact developers (I said: PLEASE!)

csuebele Sep 15, 2014 8:40 AM (in response to Jonathan Ferman)

Great! thanks.
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