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The topic now is being cut back to the last 15 replies.
"Due to volume, only the 15 most recent replies are being displayed"
Although that might be a great feature, there should be an option to show all replies.
The least we NEED is to get all info from this topic in some form so we can scrape the info and make a new denser topic with all the gathered info.
"Gee, we never thought you would actually expect us to deliver what we've been promising for two years. Are there really people out there who are so tenacious?
And we're entirely shocked that some of you remember the time when you could read the entire history of messages, and the day we changed that. We are truly disappointed that those of you with even the most rudimentary knowledge of IT know that we could fix this in a jiffy if we wanted (we've already proved we have the skills, though the newbies among you won't remember that, which is exactly what we're banking on). Unfortunately, our agreements with the companies who are giving you trouble prevent us from doing so. They don't want you to know too much and that's what was happening with our old model, which you liked but the companies who are hassling you did not. As they're the ones paying our bills, we have to do what they say while pretending to offer you service.
But rest assured, when I say it really pains me to tell you this, I am being completely sincere. I'm just the messenger and have to do what my bosses say."
Just to update those who can't read old messages - GetSatisfaction gave me the runaround for months with no results at all. So I sued, and my attorney got results within a few weeks: full reimbursement plus interest from EasyJet plus legal and court fees.
First of all, EasyJet has no affiliation with Get Satisfaction other than that they are a customer of ours, along with thousands of other companies. They use the Get Satisfaction platform to host their customer community but we have no connection with or control over the service they provide to their customers. I am sorry to hear you had a bad experience with EasyJet. As a co-founder of Get Satisfaction, I can tell you that we've never been sued. The suit you won against EasyJet has nothing to do with Get Satisfaction or our service.
With regards to this reply truncation issue, as Ki has stated, we are extremely disappointed that there is not an easy fix for this that we can do in the near term. It's frustrating for all of us.
You are right that there was a time when topic replies were not truncated. However, a couple of years ago, a gaming company set up a contest as a topic in their Get Satisfaction community and had customers posting replies at a rate that pushed our system to a boundary that we didn't know existed. As a result, our site was brought down. We made the decision to truncate the replies once they hit a certain maximum number in order to restore stability and bring our service back up for our customers and end users. Our system and processes are much more robust now and hosted on different servers, but we have not yet been able to re-design and re-engineer how we handle high volume topics.
The "Reply Explorer" work-around that rsx11m referenced was developed as a work-around for moderators as a quick solution and was built off of our API. It was never meant to be a permanent solution. We're not certain what kind of load it might be to our system if the "Reply Explorer" were accessible to all users of GS, and as we are planning on addressing all replies viewable to all users when the feature is fully developed, it is unlikely we will be making any partial tweaks or changes until we can do so
All I can do at this point is ask you to trust that there is no conspiracy here. We are being completely honest about this being a true technical limitation. I ask you to review our Company-Customer pact, which we have just recently re-launched at http://www.ccpact.com. It is in the spirit of this document that we built Get Satisfaction and we do our best to work with our customers and end users in an open and honest way. We may not always succeed at this -- like the rest of you, we are only human -- but our hearts are in the right place as we continue to try to deliver and improve our service for everyone who finds value in it.
My problem is although I can FIND the person I need to reply to using your workaround, I can't figure out how to leave a reply to their issue and since I merged the original thread, I can't unmerge it. So, essentially, you have made it impossible for me to help people.
Is there something I am missing that will allow me to reply to the appropriate person?
All the Best,
If it weren't for the fact that you can't see the replies once they have been pushed back I would think it needs to be done sooner in some cases. When you go to open a page and there are more than one hundred replies with people posting pictures it takes way too long to load.
So while I agree there needs to be a feature to see the other replies I can completely understand where Amy, Thor and Ki are coming from. They have bigger fish to fry right now and this will be hard to implement. They are at least giving us feedback and trying to sort it out.
I do however agree that the threads need to be cut down to the last 15 replies because of performance issues.
That's the part which is disputed here. The inconsistency is that apparently threads with up to 250 comments don't pose a performance problem, but suddenly those with 251 comments are a sufficient bottleneck to cut the thread down to just 15 posts? That doesn't make sense, showing only the last 250 posts in that case might be justified if that's the threshold for encountering performance issues.
They have bigger fish to fry right now and this will be hard to implement.
As for paging, that's a feature which has been available in much of common forum software for ages, and a prototypical implementation has been available for two years now with any apparent progress. As a matter of observation (I won't say "fact" as I simply don't know what's happening in the background), other than an overhaul of the site's style, I haven't seen any significant features developed and made available to the end users since I've been active here (i.e., some 18 months). Thus, for a company providing that service for a fee, it doesn't appear that much of that is invested back into improving the board's infrastructure.
If I did not thank you enough for your grace and professionalism in educating me, then please let me do it again as I am so grateful for how you conduct your education of community standards. Though you said what I had done was 'borderline' trolling you were educating me and never once called me a disturbance. Thank you again.
I am very grateful that you stood up for me. Thank you! I have felt insulted, censored, and bullied by Bethany just recently. I belong to a chat room on Facebook where I along with a lot of paying customers were very dissatisfied with a previous update to a game we all play. 99% of them do not know that this forum exists so I took the time, energy and effort while I sit home suffering from 10 herniated discs, many nerve impingements, etc. from a fall in a pothole to compile a list of both compliments and issues with the update. Over 150 people "liked" the page and thanked/complimented me for creating said page until 1 or 2 people came on and started calling me names and got so nasty that about 5-10 other people like you stood up for me. Finally Bethany stepped in and said that the nasty behavior would not be tolerated. She then instructed me in 1 thing... That I should have created separate topics for each item. I explained that 1) I was in too pain to do that 2) that we as a chat room community where I came from thought that it was a nice idea to have them all items in one place so that we could know about all the items that needed to be mentioned so that the topics wouldn't get overlooked or duplicated thus saving everyone time including the company. She instructed me that it was better to have them separate so that each one could be coded properly. So I dropped it. In fact, I went on vacation and just recently got back home. She never told me I would be banned. She told the bullies and someone else that curse words were not allowed.
Recently, another company game that I play started a contest where people were putting photos up entering the contest. Several of us were complimenting artists, asking questions, answering questions etc. where no one complained or called me a disturbance. We did not know about the 250 reply truncation issue. Another player posted the link to this page while posting their photo. I came to this page. Started making a handful of comments that pales to the 100+ already here and is similiar to the amount of some other users. I went back to the contest page and reported my findings. All of a sudden my posts were deleted without warning or education. Then Bethany (who is not a company employee) posted new rules. Shortly after an employee posted a comment. I wrote them a professional letter and Bethany has been harassing me ever since when all I did was compliment artists like other players were and and I answered a couple questions because I had read the rules of the contest in its entirety intending on entering said contest.
So please understand there are always 2 sides of the story. And please know that I'm grateful that you stood up for me because I feel highly insulted by her.
Please stop following me into a thread that has nothing to do with Beeline and please stop insulting me and disparaging me. It is very hurtful when all I'm doing is being nice to my fellow players. I'm acting no different than I do on our game's Facebook page nor chat room where no one has complained. I have been thanked numerous times for my active roll in this forum. In fact in my catching up on threads here in my "dashboard" I read in one thread where a player said, 'I wonder if Christa heard back about the tombstones'. And other players in the Facebook chat room have asked if I've gotten feedback regarding other items I've submitted. I would appreciate it if you would take a note from AussieBob's helpful and kind tone. When I mentioned how something hurt my feelings they apologized for insulting me. But what have you done? You go on to hurt me. You a "champ" volunteer of our games continues to hurt a paying customer of our games who has been nothing but nice and helpful. Why would I want to pay to play 4 of the games you represent? I've paid hundreds of dollars because it is the only fun thing I can do to distract me from the pain I'm in only to be hurt by you? Sobbing... Thanks for adding more pain to my life.
Dear "Long topics" thread readers,
I'm sorry that you all will receive a copy of this but there is no other way to thank AussieBob and Molecularities and to ask Bethany to stop harassing me. I will combine my posts into one spot by editing the last one to a GS employee so that you all will not get another email. Thanks goes to William for also appreciating my comments. And lastly, thank you to all the users for your tolerance of a user learning the ropes of this particular community as other boards like DISBoards or SPP are not as strict and intolerant.
EMPLOYEE 0 Edit Delete Remove Official Thor (CTO) --->over 2 years ago
Good news: We have an update scheduled for deploy tomorrow night that will avoid truncation for all but the very longest threads. Once we finish our feature update, even the longest threads (those with 1000+ replies) will be back to normal.
Thanks for your patience. "
Isn't being patient for 2 years enough?
Even if it were, it seems ridiculous not to have the whole thread easily available. That's normal for other forums I look at. And I don't have the stomach to read all the messages above. Why should someone have to use all kinds of work-arounds just to read messages in a thread?
Speaking for people who aren't techies, I'm beginning to wonder if Mozilla is meant for me at all.
I just hope that companies will stay away from this farce of a customer feedback (diss)service. Mozilla. Songbird. Do you hear me?
With this step hopefully addressing the performance arguments brought forward here, is there a better chance now that the 15-post limit is finally lifted?
I've spoken with our Chief Product Officer and he's confirmed that work on this problem will begin no later than next quarter! The product and engineering teams have designed a solution that not only fixes the problem but will also bring added functionality. What's left to do is finish scoping out all of the requirements and user flows, investigate the back end architecture, allocate the resources, and then actually build & release it. I'll keep updating the thread as there's more information that I can share with you.
1. To manage back-end resources involved in managing the large amount data being presented.
2. To manage the way in which long lists of replies would be presented in the user interface.
In the end, showing only 15 replies after a certain number was exceeded resulted in a poor user experience. The truncation solution spawned a lot of ideas about clever ways to get access to the "hidden" replies, and a number of topics posted here discuss these options. Rather than introduce functionality that works around the fundamental restriction, we instead decided to address the root cause. We have implemented better resource management on the back end so we can efficiently manage topics with very large numbers of replies requested in the user interface. We have also implemented user interface controls that allow you to conveniently page through long lists of replies. We hope this satisfies the underlying needs of community members (to see all the replies on a topic), and gives community owners the freedom to introduce topics that generate a lot of conversation. After all, a key ingredient to a healthy community is active conversations, so the more we can do to support such conversations, the better.
Thanks guys for getting this in. Too bad Mojang closed their account but I still appreciate it. =)
(It was no fault of yours that they closed their account, it was all on them.)
Great job, Get Satisfaction. It's really good and is a lot more user friendly than truncating the replies. :)
Good work Getsat team!
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- Not Planned
- Not a Problem
- Not Planned