Bug report: Interface misses pieces on Safari on MacOS

[dolfs]

This bottom stuff shows up in Chrome on MacOS, but not in Safari on MacOS. Tested this both on versions 11.7.1 and 12.6.1. Safari version 16.1 in both cases.

This is true in both release 13 (beta version) and 14 (regular version) of the web app.

[kevin1]

Thanks @dolfs ,
Have you checked in with support or filed a ticket ? Just trying to keep issue visible to support team and engineering.

I think there have been intermittent Safari web app display issue since about Sept. I think I reported to support then.

Why Won’t my Web App Display the Current Month and Export Correctly?

I think there is a known issue displaying the use bars in Safari (Mac), but something else is wrong if your Export jumps to a different time period. The top (Sept) Export was done from Safari when my bars were not showing. The bottom (Year) was done from Chrome, where the bars were visible. My monitor is on the same firmware 1.37.3689-fbf0c631-master

[dannyterhaar]

@kevin1

I think there have been intermittent Safari web app display issue since about Sept.
I think I reported to support then.

The whole idea about ticket system is that they (sense) follows up.
Did they ?
It sure looks to me (like my opened tickets which get automatically switched to solved) it hasn’t been fixed yet.

[dolfs]

@kevin1

Have you checked in with support or filed a ticket ? Just trying to keep issue visible to support team and engineering.

Well, good thing you mention that. I had to go look to find out where to even do that. Found help.sense.com. At first could not figure out how to file a ticket since the “Contact Us” only offers “Email Support”. So I ended up doing that.

Using that method, including a screen shot, like I did in the forum, is not possible, except as a separate attachment. So did that, although it is annoying. Then submitted and received a message that a “ticket” had been created.

However, going to “My Requests” it doesn’t show.

So I saw some comments about this ticket system lacking… I guess I agree.

And, just before you perhaps think the wrong thing: I have been in tech/sw engineering for 40 years. I am no dummy. The UI for sense, in various locations, are poorly designed from a usability perspective.

[dannyterhaar]

I open a thread here and send a mail to support@ with the url of the thread.
Of course they keep merging my tickets and keep setting them to “solved”

It is not user friendly
It is not being used efficiently

[dolfs]

Well, I did it the other way around. I actually filed three separate bugs. Today come to find two of them “solved” without explanation and a long reply in the third one, mixing all three and acknowledging those two, but a cannot reproduce on the third one.

I told them, as I believe you and others have, that bug reports and responses should be kept on separate tickets. The other two are now mysteriously solved, without explanation for those who look at them.

[dannyterhaar]

Could it be someone is cutting corners in a foreign country that manages the first line support?
Someone at HQ should be checking that of course…

[obscuredtrip]

@dannyterhaar

ould it be someone is cutting corners in a foreign country that manages the first line support?
Someone at HQ should be checking that of course…

Oddly it seems as if Sense tier 1 employees with Indian names are most often better than those with American names.
For whatever it’s worth I notice the same with those who call about car warranties, computer viruses and debt relief, claiming their name is Paul, John, George, Ringo or whomever.

[dannyterhaar]

@obscuredtrip

Oddly it seems as if Sense tier 1 employees with Indian names are most often better than those with American names.

I have had the opposite experience so far.

[dolfs]

Well, this issue is certainly going nowhere with “support”. In this case I explained the issue, gave them chapter and verse on version info for Safari and MacOS, and was told it could not be reproduced, gave even more details and screenshots. Was told again it could not be reproduced and that is possibly was because my two machines exhibit the problem were Intel based Macs and they were trying to reproduce on “M” based Macs. That, of course, is nonsense.

After insisting they next asked me to document the behavior which happens in Safari, but not Chrome, by making screen recording videos. I did so and supplied them. I was told it would be escalated up the chain. I have heard nothing back since (about 4 days ago).

But… I did hear back today that my case would be closed because “I did not communicate”.

In addition, this ticket was merged with two or three others I had, that had nothing to do with the topic. That; of course makes tracking and following up extremely hard, and likely causes things to get lost. Finally, this never was escalated up the chain, always dealing with the same first line support person who, sorry to say, is incompetent. Somebody here suggested they are afraid to escalate for fear of looking bad, and that may well be true.

So, from my perspective sense “support” is no support at all. Since I am quite technical myself, I don’t really need to rely on their support, but it certainly has changed my opinion on recommending sense to anybody else that I feel might need support. Would hope somebody responsible at sense is doing their job and readying forums etc, and keeping their finger on the pulse. This system is seriously to the detriment of sense as a company. In addition improvements in device detection have not really materialized over the year I’ve owned sense.

[dannyterhaar]

@dolfs

I was told it would be escalated up the chain. I have heard nothing back since (about 4 days ago).
But… I did hear back today that my case would be closed because “I did not communicate”.

In addition, this ticket was merged with two or three others I had, that had nothing to do with the topic. That; of course makes tracking and following up extremely hard, and likely causes things to get lost.

Finally, this never was escalated up the chain, always dealing with the same first line support person who, sorry to say, is incompetent.

So, from my perspective sense “support” is no support at all.

It certainly has changed my opinion on recommending sense to anybody else that I feel might need support.

Would hope somebody responsible at sense is doing their job and readying forums etc, and keeping their finger on the pulse. This system is seriously to the detriment of sense as a company. In addition improvements in device detection have not really materialized over the year I’ve owned sense.

Point for point this is what I have experienced in all my years of being a Sense user.
I have installed a few for other persons but have since changed to another solution that isn’t advanced/capable but good enough to track usage/PV production.
That is what most people want as a basic and that way I didn’t advise them a product that isn’t stable and where support is basically non-existent and no improvement over the years.

Sense (non-)support is their own largest critical flaw.
Even though many of us gave feedback (breakfast of champions) and were willing to help and guide them to a better business model, total silence.
Being ignored gives me the feeling they really don’t care about customer relations.

Thank you for your clear effort with all the evidence that is needed in order to help built some elses product.
Pitty it was pure waste of time/effort.
Nobody cares/listen or even tries to take us serious.

[obscuredtrip]

@dolfs

So, from my perspective sense “support” is no support at all. Since I am quite technical myself, I don’t really need to rely on their support, but it certainly has changed my opinion on recommending sense to anybody else that I feel might need support. Would hope somebody responsible at sense is doing their job and readying forums etc, and keeping their finger on the pulse. This system is seriously to the detriment of sense as a company. In addition improvements in device detection have not really materialized over the year I’ve owned sense.

@dannyterhaar

Sense (non-)support is their own largest critical flaw.
Even though many of us gave feedback (breakfast of champions) and were willing to help and guide them to a better business model, total silence.
Being ignored gives me the feeling they really don’t care about customer relations.

There are dozens of similar posts/threads recently about Sense customer service.
@JuliaAtSense @EmoryAtSense2 @CarolAtSense @aisha have all remained silent about customer service and the constant system wide issues effecting (or have effected) all users. If none of them can get the the CEO @mike.phillips to pay attention, address anything, much less do something about it we as consumers certainly can’t.

We as consumers made an investment in Sense, not to mention the hundreds of millions of partner investments.
I had a lot of hope and promise of Sense it is an amazing concept with tons of potential. Unfortunately myself like many many others have been severely let down and disappointed as of recent.

[JuliaAtSense]

Hi @dolfs, thank you for alerting us to this issue. Our Support team has escalated this to our engineering team and they are looking into it.

[obscuredtrip]

@dolfs

That; of course makes tracking and following up extremely hard, and likely causes things to get lost. Finally, this never was escalated up the chain, always dealing with the same first line support person who, sorry to say, is incompetent.

@JuliaAtSense

Hi @dolfs, thank you for alerting us to this issue. Our Support team has escalated this to our engineering team and they are looking into it.

@dolfs You may want to reach back out to support again asking them to confirm what exactly was escalated to engineering this way the other other unrelated issues are not forgotten.