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69544 post(s) found

Jan 13, 2015

Gus [Emeritus] 4326 posts

Topic: General / Subscription bug

Wytches 5 – I can ask Suz to add more orders. The system isn’t doing the correct things with post-initial order orderability at the moment.

Saga 25 – Suz added more copies so it can be ordered again. I’d regenerate your sub but it’s currently cancelled.

Grayson – #7 is post-FOC (final order cutoff), though maybe Suz can work magic. Otherwise it should go orderable again around Jan 28th. (The sub won’t pick it up at that point, you’d have to manually order a copy.) That doesn’t affect issue #8 in your sub, we haven’t generated the subs for the JAN solicits yet.

 
Jan 12, 2015

christopherkgle 0 posts

Topic: General / Subscription bug

One more question, sorry if this is annoying:

I have a sub to Grayson. It put the first 6 issues into my shipping calendar, but 7 is out of stock…even though it doesn’t come out until Feb.

So right now it looks like you can get me 1-6, but 7 is out of stock and that is causing it not to even add #8 to my calendar?

I’m just wondering why an issue is out of stock before it comes out?…and why would that block #8 from being added? Other titles like Batman are added through March.

Again, I’m sorry to ask so many questions, but I thought the point of subscribing was to avoid missing an issue, but if issues that don’t come out until Feb are already sold out, its just confusing to me.

My concern is obviously missing issues and/or having to watch my subscription calendar super closely to avoid problems.

Thanks! :-)

 
Jan 12, 2015

christopherkgle 0 posts

Topic: General / Subscription bug

Oh ok, I guess that wasn’t the bug then.

If it comes back in stock, will it get added to my calendar automatically?

If not I can scoop it up somewhere else.

Looks like you guys need to get SAGA back in stock also (same deal, have a sub but nothing is on the calendar yet).

Thanks!

 
Jan 12, 2015

hayfro 598 posts

Topic: General / Subscription bug

It’s because wytches 5 is out of stock so it can’t add it.

 
Jan 12, 2015

christopherkgle 0 posts

Topic: General / Subscription bug

Bug spotted in the wild:

I just added a sub to Wytches starting with issue 4.

Issues 4 and 6 have been added to my shipping calendar, and somehow, 5 is missing…

If you can add 5 into my ship calendar, that would be awesome.

:-)

 
Jan 8, 2015

Dan [Emeritus] 5539 posts

Topic: General / Subscription bug

We’re working to identify and fix a bug in our subscription code that is effecting some customers, and we’ll use this thread to try to keep people up to date. Please try to keep an eye on your account and let us know if anything is missing from any of your subscriptions, if a shipment is being triggered at the wrong time, or if anything else looks wrong. Until the bug is dealt with, we’ll be applying fixes on a per-customer basis, so please let us know if you’ve got a problem. The more data we get from you the better.

Thanks, folks!

 
Jan 8, 2015

Gus [Emeritus] 4326 posts

Topic: General / Customer Support Forum Hotline 2014

Dan’s mostly correct. I would just clarify that pending is when there are line items specifically pending for you. If you pause a subscription, it moves to non-pending because there is nothing waiting for you at that point.

 
Jan 7, 2015

christopherkgle 0 posts

Topic: General / Customer Support Forum Hotline 2014

Dan.

Thanks for the info.

I have a sub to Batman New 52 and the next issue is #38 which is not orderable yet…so maybe what you said is correct!

I appreciate the fast response and I totally understand about the growing pains.

Many thanks!!!!

 
Jan 7, 2015

Dan [Emeritus] 5539 posts

Topic: General / Customer Support Forum Hotline 2014

Hi Christopher!

First, a caveat – It’s been a few years since I’ve done support, I’m really only intermittently working on the front end now, so don’t take this as authoritative until you hear it confirmed from Suz or Gus, but I think a pending subscription is one in which the subscribed title has orderable line items associated with it, and non-pending ones don’t (ie, the series ended, or whatever). A pending subscription can be either “active”, meaning you want us to order copies of each issue for you and ship them to you, or “paused” meaning you want us to stop buying them for you until you unpause the subscription.

Like many things around here, this terminology might not be as customer-centric in it’s presentation as it is developer-centric, and that’s something about the front end that we’re slowly working to fix.

I’m not sure if I answered your question or not… well, hopefully! Anyway, welcome to HeavyInk, and we hope you’ll bear with us as we get this place shipshape.

 
Jan 7, 2015

christopherkgle 0 posts

Topic: General / Customer Support Forum Hotline 2014

Hello.

I totally understand that you guys are still retooling (congrats on acquiring HeavyInk!) and getting caught up, so I just figured I’d drop a message here about my account…its really just a question about how “pending” vs “non-pending” subscriptions work.

1. I added a subscription to Grayson (DC, New 52). It shows under the “pending” tab even though its listed as “active”. It does look like the issues got added to my Shipping Calendar, so I think its working, but with the recent subscription bug announcement, I thought I would let you know. It seems strange that its sitting in Pending?

2. I updated my Ms Marvel subscription from “alternate covers = no” to “yes” and it put the subscription back into pending status (but the issues are still listed in the shipping calendar, so that seems right). It also seems strange that its showing as “pending”.

I guess my question is: Do all new subs go into “pending” status until someone on your side moves them manually…or is this just something that is processed once per day?

Nothing is really wrong at all, I’d just like to understand how the process works.

Your site is amazing and you will end up with a lot of my money in 2015 now that I’ve discovered HeavyInk.

:-)

 
Jan 7, 2015

Dan [Emeritus] 5539 posts

Topic: General / Customer Support Forum Hotline 2014

Oh, sorry – just send an email to support the usual way. He’s doing support tomorrow, I think.

 
Jan 7, 2015

hayfro 598 posts

Topic: General / Customer Support Forum Hotline 2014

Everything looks good. How do I contact Gus?

 
Jan 7, 2015

Dan [Emeritus] 5539 posts

Topic: General / Customer Support Forum Hotline 2014

Hayfro, Suz says she thinks she fixed it, but could you send Gus an email so he can confirm?

 
Jan 7, 2015

hayfro 598 posts

Topic: General / Customer Support Forum Hotline 2014

my queue shows that it’s going to generate a shipment next week and I just had one this week. can you manually adjust it to ship one month from now since I have it set for once/month.

thanks.

 
Jan 6, 2015

Z-Man 390 posts

Topic: General / Last Week

My daughter and I both loved Spider-Man and the X-Men, though I did have to explain quite a bit of continuity minutiae. Stegron and Sauron are quite a logical Spidey/X-Men super-villain team-up…

 
Jan 6, 2015

Susanc [Owner] 206 posts

Topic: General / Customer Support Forum Hotline 2014

FYI: All emails are being furiously answered by myself and Gus. Hayfro – I think that I answered all your concerns via email and your last shipment went out Monday via priority.

Ran – The same for you too.

Ryan – The site was down and it had to be brought back up. It should be working now. I tested it on my end and remotely and it is working fine.

-susan

 
Jan 6, 2015

Gus [Emeritus] 4326 posts

Topic: General / Customer Support Forum Hotline 2014

@David – Thanks!

@Ryan – I’ll mention your request to Susan.

 
Jan 6, 2015

Tesseract 4766 posts

Topic: General / Customer Support Forum Hotline 2014

That’s a good question and yet, unfortunately, one only Susan can answer. I am sure you will get a concrete response regarding whatever issues you have as soon as the details regarding the change in ownership get sorted out. If it’s just a problem with logging in, hopefully one of the customer service guys have access to some stuff on that side and can fix it. If you don’t hear anything in another day or so, try sending a customer service email.

 
Jan 5, 2015

ryangetz 0 posts

Topic: General / Customer Support Forum Hotline 2014

What has happened to SmartFlix.com, since you both are affiliated and have the same # to your office! please get back to me as i have been trying to login for days on smartflix.com and all i get is ERRORS

 
Jan 5, 2015

David 1454 posts

Topic: General / Customer Support Forum Hotline 2014

Susan, my condolences and congrats on ownership.

Gus, yo welcome back man, pinky out!

Dan, Old Guys Rule.

Out!

 
Jan 5, 2015

hayfro 598 posts

Topic: General / Customer Support Forum Hotline 2014

I still see a shipment going to trigger tomorrow after having one last week. I do not want one this week as my settings are once/month. Thanks.

 
Jan 5, 2015

Susanc [Owner] 206 posts

Topic: General / Customer Support Forum Hotline 2014

Tesseract, Thank you for your unbelievable patience and support. We have given you a credit yesterday and I will review your account again today to make sure all is well.

 
Jan 5, 2015

John Constantin 1473 posts

Topic: General / Last Week

Spider-Man and the X-Men is written by Elliott Kalan, head writer for the Daily Show and also of the Flop House Podcast, my very favorite podcast.

He is exactly the sort of person to bring back Unus the Untouchable too. He references Madripoor all the time on the podcast, for some reason.

 
Jan 5, 2015

Susanc [Owner] 206 posts

Topic: General / Customer Support Forum Hotline 2014

Thank you to everyone for the condolences.

Now onto fixing the problems and making HeavyInk rock!

My husband,Nick (former HI’er too), will be helping with the software on the weekends.

Dan is the UI guru and an up and coming Ruby coder.

Gus and I will be doing Support. Gus does have a day job but is willing to help out a struggling me- Thanks Gus!

Julio – is now the shipping guru, king whatever you want to call him.

I did have some Elf help in over the holidays to help out! So, order fulfillment might be off a little. Sorry. Elves will be elves and Mrs. Claus couldn’t be picky.

Now back to those emails!

 
Jan 5, 2015

Tesseract 4766 posts

Topic: General / Customer Support Forum Hotline 2014

YAYYYYY! I don’t know how many old timers are still around but this is fantastic news! It is a dream of mine to see HI returned to its glory days, and with Dan and Gus reunited, that is one major step towards fruition! Now, for the love of all major comic book gods, let’s start improving things so these forums can be resurrected from the dead.