I'm VERY Disappointed

[cheryl]

I think the product is absolutely fantastic, and I wish to purchase it. However, I had a problem that was initially sent to support on June 10th. I received one immediate answer from Steven Britnell that said "Yep I received the same problem in both Firefox and IE. I will pass this along to the webmaster as it appears to be a problem with the system and not something at your end. " [the problem was that the only thing being tracked was the number of visitors -- no other stats showed up in any of the other categories]

That was the last time I heard from anyone, despite my having sent another 4 requests for a status update.

To date, this problem still exists, thereby making the number of visitors almost meaningless.

[webado]

This will happen if you are using the Html-only version of the counter.
Regenerate your counter code without that option and re-insert it into your pages and it should track normally.

Hi cheryl,

Many thanks for posting. If people don't tell us what we are doing wrong we can't get better. I'm very sorry for the problem with the support system. Stephen does a great job with the difficult situation he is in. Delivering a world class support system is my top priority for StatCounter at the moment. I know this is so incredibly critical.

The problem is we have been a bit of a vicitim of our own success. We offer this great service for free and we have an avalanche of customers every day. But how do we offer the best one on one technical support to all our customers? The cost model simply isn't there to hire the staff required at the moment.

So we are doing everything in our power to give you all the knowledge you need without our help. We are constantly updating the knowledge base, and adding to the start up guide and doing anything else we can do to help you get set up without our help.

Please let me make this up to you now though. What's your username in the StatCounter system - we have several cheryl's in the database. Your what is the URL of your website - it's certainly likely what Christina said about having the HTML only counter installed. But we don't know till we see your site.

Once again I do apologise for the shortcomings of the current StatCounter support system. Once I'm finished with it - it will be a great example of how to run an online support system.

Hi Cheryl I just talked it over with Stephen. The problem is stemming from the fact that your visitors are visiting

http://gameland.com/

and not http://gameland.us/ directly

as you have http://gameland.us/ framed in http://gameland.com/ the best referral informatoin will not be tracked

I HIGHLY recommend you DUMP the frames immediately - search engines hate frames and so do users especially when it is not needed and if possible replace http://gameland.com/ with a redirect to http://gameland.us/ and not a framed redirect.

This will help your users, search engine rankings and allow your referral information to be tracked by StatCounter.

[cheryl]

Thanks! I really, truly appreciate getting an answer. I understand how inundated you must be and apologize for sounding so abrupt.

I wrote the site (using Adobe GoLive) and I know I did not use any frames. However, we have several domains under the umbrella of .us; what is happening is when folks type .com they are redirected to .us "behind the scenes."

At least I have an answer now, and will give this to my tech support person to see how we can overcome this.

Thank you again!

[cheryl]

..wrote the site (using Adobe GoLive) and I know I did not use any frames. ...
However, we have several domains under the umbrella of .us; what is happening is when folks type .com they are redirected to .us "behind the scenes."


Cheryl's tech support (& spouse) sez:

a) our main web site is located at gameland.us
gamelandnj.com and a few other sites point to gameland.us for hosting.

We publish the site to gamelandnj.com
the site redirects to gameland.us (so I think...)

Yes. The ideal solution for your users is just to set up your other websites so they resolve to the same ip address as your .us website without needing to use messy frames or a http redirect.

[webmoriar]

Yes. The ideal solution for your users is just to set up your other websites so they resolve to the same ip address as your .us website without needing to use messy frames or a http redirect.

What a brilliant solution to the redirect frame of thought that I have never seen before. That's why you're the webmaster! :D

Hi Cheryl,

Just as a quick follow up - we've redone the support system and added some new features to it. Allowing our members to answer their own questions more easily - as well as allowing us to stay in better contact with our members.

All members should see a marked improvement in the support we are offering from now on.

[auctionhugh]

It is a blessing to see the harried operator of a mostly free service offer humble explanations for difficult situations. I love this place!
Hugh


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