EDIT: I haven’t received a single update for the team yet. Is it being worked on for real?
Facer locked my original post, so I keep making new ones until this is resolved.
This is the email I got from a new submission, not even any of the unresolved old ones.
I attached the AAB File along with a screen shot of the watch face and name in the submission. They literally have everything they need to work on this, but rather than take 23 seconds to look at my profile and figure it out, they kick the can down the road for one more business day. Which means this won’t get attention again until Monday night.
Kicking the can down the road, not doing their job yet again, with the added bonus of wasting my time.
None of these are “Solved”, yet they are closed except for yesterday’s submission. I think Face seriously needs to look at their support teams and how they mark tickets as solved when nothing has gotten fixed, at all.
I actually gave them the solution in the ticket submission. If hand are any size other than 50x450, it fails. I tested this by swapping out watch hands. Once I put the 50x450 ands in there, publishes fine. BUT, 50x450 is not what the watch face demands. This worked before they monkeyed around trying to get animated AAB previews, which was a complete fail, and there’s still no way of getting rid of the previews they created without deleting and recreating the published face. I don’t want to do that, because people have already downloaded t, and I don’t know what happens to their watch face if I do that, not to mention it’ll screw up my sync numbers.
I’ve offered to help these people with this stuff, but it falls on deaf ears. I’m a software engineer, and understand how this stuff works on the backend, and know how to test things.
There is definitely a problem with their system and it is a fundamental problem. However, if 100 people put in a ticket regarding the same importing aab problem then it makes sense to close all but 1 so that resources can be applied to solving it instead of spreading many resources over the same problem 99 problems. Its a question of diminishing returns. So I can sort of understand why tickets get closed with no apparent action. HOWEVER the fundamental problems still remain. A) there is an unacceptable level of feed back which was the case even before Facer allowed importing of WFS watchfaces. B) there is clearly a lack of, or inefficient use of competent resourses. C) As has been said before many times before simply sending faces back to draft with no explanation is unacceptable.
Having said all that it is a free service
I pay…so in my humble opinion (I bet many of my followers pay as well, they’re the ones really getting screwed), I should get a little more priority. I’ll never understand closing an unresolved ticket, especially with ZERO reply from them. This reeks of complete laziness!!!
I just keep sending reply emails to theirs without even knowing that the ticket has been closed, all the while wondering WTF?
There’s no link to the ticketing system that I could find anywhere on their website page. I was only able to find a link after poking around post submission in the URL field of my browser. Every other ticketing system on the planet includes a link to the ticket in the system, in the follow up email.
I am sorry I maybe misunderstood - is the ability to import wfs watchfaces a paid service? I agree with you that finding a link to be able to make a ticket is almost impossible and I rather suspect this is deliberate similar to finding a customer service number on many organisation’s web pages. At least it’s not Marvin answering (or maybe it is!) I hate Robot chat help most are absolute rubbish, however, one where I am is absolutely brilliant- unfortunately it belongs to the taxman!
The importing AABs part is free, and not paid, but to be able add promotional media (photos and vides) I have to pay. I feel like the promotional stuff is a pretty important part of publishing watch faces. I also want to support the company. It’s not a lot of money out of my pocket. I actually pay for Premium as well, even tho I’ve never once downloaded someone else’s watch face (well a couple of times just to test stuff for other devs here). I pay for the same exact reason on WatchMaker.
Regardless of why I pay, I should be higher on the list because I pay, in my opinion.
Perhaps it depends on how many of the same requests are received from different users. The same question/complaint coming from one account multiple times may be ignored by the system because it is considered redundant. At one of the places where I’ve done online support there is a difference between “Handled” and “Solved” because a ticket can be acknowledged, but it may not be solved. I suppose it depends on how things at Facer were set up.
Before you insult staff please know that many people in the US have scheduled their vacations back-to-back with the July 4th holiday. It is special this year. Festivities have already begun. I’ve run into that for the last 10 days at banks, utilitity companies, law firms, and other services. You either get a recording, or when you finally reach a live person you are told that the person who handles that department is out of the office until July 6. Patience is not easy when we have a problem that interferes with our work.
I’m not insulting anyone. Just pointing out facts. I’ve been in IT for more than 30 years. This is not the standard. If I hadn’t received an initial reply on every submission saying someone will reach out to me, I’d agree that maybe its automated. If I’m wrong, then whom ever set up the automation didn’t take into account that the outgoing emails set an expectation of actually getting contacted and have work actually being done. Like I’ve said before, it doesn’t take much to keep people happy. They at the very least need reply to my emails when I reply to theirs. They should also send out daily updates on the progress of their work on the issue. That might sound like a lot, it’s not. It’s 10 minutes at the end of each day to go thru and update everyone on the issues you’re working on. This is the industry standard. Anything less is just plan lazy. If I don’t do this at my job, I’m fired. For me, it’s been like this since day one, 30+ years ago. My early employers sent me to training on how to prioritize my tasks, and keep everyone updated. It take 21 days to develop a habit. Once it’s habit, it’s automatic.
If someone had been in touch with me, even every other day, I’d probably be content with no resolution for a lot longer.
I was not speaking to you directly. I was addressing the group, especially someone who has evaluated the knowledge of staff.
Businesses do things differently. The procedures of one business do not dictate what others “should” do. I realize that you are frustrated because there has been no reply to what you deem a situation that must be resolved immediately. It is what it is whether more testing is required or because staff is limited due vacation days. In the meantime, perhaps you can create a few designs using Facer’s tools rather than importing. Be flexible. It would be good to practice in case the import option is discontinued someday.
We appreciate everyone taking the time to share their feedback here.
First, regarding Edward’s specific issue: his original support ticket remains open and is still under investigation by our team. While we don’t have a new technical update to share at this time, the issue has not been forgotten and is still being worked on.
We also hear the broader feedback about communication during longer investigations. We understand that waiting without regular updates can be frustrating, and we’ll share that feedback with the team. Even when a fix isn’t immediately available, we recognize that keeping users informed is important.
To clarify one point that has come up several times, when multiple tickets are opened for the same issue from the same account, they are merged into the original ticket rather than worked separately. This helps ensure all information stays together in one place and allows the team to focus on investigating the issue rather than managing duplicate requests. Merged tickets should not be interpreted as the original issue being resolved.
At this point, there’s nothing further that can be added publicly that isn’t already being tracked in the existing support ticket. Future updates on this issue will come through that ticket once the team has new information to share.
We’re going to close this discussion here to avoid splitting the conversation across multiple threads. Thank you to everyone who shared their feedback.
