Outstanding Expression Engine customer support
So I’m working on a new web site that’s being built with ExpressionEngine CMS, and while my client is testing out the inbuilt Wiki he comes across a bug, nothing earth shattering but one of those oddities that happen. He’s put an image on the Wiki home page but when he logins in the image disappears. That’s strange, I test it, and low and behold he’s right. Being able to recreate a problem is a good start but how to fix it?
Professional software comes with professional support
If this was an open source CMS direct developer support is not usually an option, so the first course of action would be to post on the self help forums and hope that someone could help. Failing that, it could mean hours of web searches trying to find some clues and fixes.
Luckily ExpressionEngine comes with direct developer support so I post the problem on the company forums. Twenty minutes later I get some feedback from Tech Support Specialist Sue with a short term workaround and an acknowledgement that it’s most likely a bug, and the issue is escalated.
Squashing the bug
Just over an hour later EllisLabs’ CTO Derek Jones comes back to me to get some details, tells me he’s working on a solution, and he’ll get back to me after the weekend. Now, bearing in mind that this isn’t exactly a showstopping issue, I’m now happy because I know it’s being looked at and a solution will be found. In the meantime I can keep my client in the picture.
The icing on the cake
A few days later I get an email from Derek with an updated Wiki file that contains a fix for the problem. It’s uploaded to my clients site, tested and confirmed working - brilliant! The bug fix is also included in the next software release so no-one else faces the same problem.
What more can you ask? - I’m certainly glad to have such a responsive support team on my side!
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