A few weeks ago, I was contacted by a person claiming to have been abandoned by their web developer. The story I got was, the website was almost done but there were severe problem the first developer either was not able or refused to fix. The second developer, after several weeks of working on it, agreed to host the site for 30 days, but refused further work on the site. This struck me funny, but as a developer I genuinely wanted to help this individual out. That first night I spent roughly two hours on the phone - postponing work for another client - trying to walk them thru the process of fixing CSS problems on a CMS platform that I hadn't used in two years.
My first reaction was to inform the caller that I hadn't used that particular platform for several years, but that I would try to do my best - which I did as the caller was able to fix the problem. At the end of the call, I was asked if I'd be willing to help some more, and if we could schedule some time for the following day, which was a Thursday, and I could not so time was scheduled for Friday and Saturday.
What happened next was a little more perplexing - I was was asked if I could give website design lessons over the phone; on a platform I fully admitted to be unfamiliar with. Again, I agreed that I would try to do my best, but I also informed the client that I could only help with some basics, and in no way was I going to teach a complete website design course over the phone.
Over the course of the next week and a half, there were four more days of multi-hour sessions, with me being logged in at the same time as the caller, so I could help and guide over the phone. One problem became readily apparent fairly quickly. The caller was logged in on multiple devices, making changes and not saving them before moving to the next device. The would go back to anohter device and THEN save.
As you might imagine, this presents a LOT of problems. As you may recall in an earlier blog post, websites look different on different devices, and indeed, on different computers using different browsers. However, when you are logged into a website back end and making changes on one device, then go to a second device and make a change and then save, the change you made on the other device is overwritten with what was done on the first device as those pages do not automatically refresh. This was explained adnauseum to the caller, who was either incapable of, or unwilling to understand the problem of working on a website design on multiple devices at the same time. The BIGGER problem with this is, I was NOT told that they were doing this until the THIRD session, and was left wondering WHY the website settings were not being stored from one day to the next; or one minute to the next for that matter.
What happened next was a little more perplexing - I was was asked if I could give website design lessons over the phone; on a platform I fully admitted to be unfamiliar with. Again, I agreed that I would try to do my best, but I also informed the client that I could only help with some basics, and in no way was I going to teach a complete website design course over the phone.
Over the course of the next week and a half, there were four more days of multi-hour sessions, with me being logged in at the same time as the caller, so I could help and guide over the phone. One problem became readily apparent fairly quickly. The caller was logged in on multiple devices, making changes and not saving them before moving to the next device. The would go back to anohter device and THEN save.
As you might imagine, this presents a LOT of problems. As you may recall in an earlier blog post, websites look different on different devices, and indeed, on different computers using different browsers. However, when you are logged into a website back end and making changes on one device, then go to a second device and make a change and then save, the change you made on the other device is overwritten with what was done on the first device as those pages do not automatically refresh. This was explained adnauseum to the caller, who was either incapable of, or unwilling to understand the problem of working on a website design on multiple devices at the same time. The BIGGER problem with this is, I was NOT told that they were doing this until the THIRD session, and was left wondering WHY the website settings were not being stored from one day to the next; or one minute to the next for that matter.
To compound this problem, I was logged in and making changes that were beyond the scope of the caller's ability. When I'd make a change and tell the caller to refresh the browser on the device that was being used, their way of doing that was closing the browser windows and reopening the browser, which does nothing other than restore the prowser as it was. This happened a number of times as well, and it was quite frustrating. We actually had quite the argument over this when I was told everything I did was being erased within minutes. To say I was annoyed would be an understatement.
Over the course of roughly two weeks, there was a LOT of frustration involved. The developer who was hosting the site did not return calls or emails. The original developer seemd to have dropped of the face of the earth, and answers were being demanded on me when I had none to give since I was neither of the individuals who could answer them. Also during this time, there was some work done in Photoshop that I did free of charge. One photo in question was quite important to the customer, so I removed a LOT of artifacts that made the text in the image unreadable. I did this of my own free will, primarily due to my OCD not being happy with it being present on a website I was working on.
Some time around the second week of March, there was enough done on the website, and enough training had been provided the client felt comfortable in finishing the site on their own; and frankly I was glad. While the gig paid well, I wasn't sure it was worth the hassle. this project involved 20+ hours of phone calls, text messages and fixing and re-fixing minor mistakes and outright screw-ups made by someone who had no clue about web design, trying to design a professional website for a business. Who kept making the same mistakes over and over again. So yes I was glad this was done.
Some time around the second week of March, there was enough done on the website, and enough training had been provided the client felt comfortable in finishing the site on their own; and frankly I was glad. While the gig paid well, I wasn't sure it was worth the hassle. this project involved 20+ hours of phone calls, text messages and fixing and re-fixing minor mistakes and outright screw-ups made by someone who had no clue about web design, trying to design a professional website for a business. Who kept making the same mistakes over and over again. So yes I was glad this was done.
Or so I thought...
Last week, I was called again to save the day. Unfortunately, I didn't have much time on Friday night, so time was scheduled on Saturday. It was more of the same, though this time there were several other designers from the hosting company involved who had worked on it, as well as the client, none of whom really had a clue based on what I saw. Elements stacked on top of each other, some disabled depending on responsive (mobile device) needs. This made little to no sense, as each element has responsive settings built in thru the CMS administration and theme creation pages. After having the client resend the login info (I never keep this info if I'm not contracted to host or maintain a website), I logged in to get to work.
The first hour was just fixing the issues mentioned above. All of which were verfied to work on my and their PC's. However, mobile needed some tweaking.
The next 90 minutes were spent explaining, again, how CSS works, and why one should NOT work on the website using multiple devices at the same time. Frankly, I don't recommend anyone actually using a tablet or phone to place elements or other content - it's dicey at best, and the results usually suck. Designing on a PC is usually best, then tweaking for mobile devices after has always been successful for me.
Based on multiple statements by the client, there was satisfaction on both parts. I informed the client I was logging out, and removing the login info as there's no contract in place - invoice sent and promptly paid (always appreciated). The client asked if I would be available any during the following week if they had problems adding more content to the site, to which I answered no. I had a major system upgrade/install planned that was going to take the vast majority of the week. They weren't happy about this, but without a design/maintanence contract in place, I'm under no obligation as far as availability goes.
Apparently, after getting home, the client decided to log back in and work more on the tablet - having not logged out, nor cleared the browser cache of the website software and likely didn't discard any previous changes that had been previously made but not saved. And after saving the changes just made, all of the work done in the last 90 minutes was gone...
Now mind you, right after the last call informing me the invoice was paid, I turned my phone off for the weekend. It had been a busy week, and I was not expecting to have to be on the phone over three hours on a Saturday evening. I also wanted to decompress, as I had VERY busy week coming up with a complete network install. So I did not receive the MANY voice mails, texts and emails that were sent. And there were many...
Last week, I was called again to save the day. Unfortunately, I didn't have much time on Friday night, so time was scheduled on Saturday. It was more of the same, though this time there were several other designers from the hosting company involved who had worked on it, as well as the client, none of whom really had a clue based on what I saw. Elements stacked on top of each other, some disabled depending on responsive (mobile device) needs. This made little to no sense, as each element has responsive settings built in thru the CMS administration and theme creation pages. After having the client resend the login info (I never keep this info if I'm not contracted to host or maintain a website), I logged in to get to work.
The first hour was just fixing the issues mentioned above. All of which were verfied to work on my and their PC's. However, mobile needed some tweaking.
The next 90 minutes were spent explaining, again, how CSS works, and why one should NOT work on the website using multiple devices at the same time. Frankly, I don't recommend anyone actually using a tablet or phone to place elements or other content - it's dicey at best, and the results usually suck. Designing on a PC is usually best, then tweaking for mobile devices after has always been successful for me.
Based on multiple statements by the client, there was satisfaction on both parts. I informed the client I was logging out, and removing the login info as there's no contract in place - invoice sent and promptly paid (always appreciated). The client asked if I would be available any during the following week if they had problems adding more content to the site, to which I answered no. I had a major system upgrade/install planned that was going to take the vast majority of the week. They weren't happy about this, but without a design/maintanence contract in place, I'm under no obligation as far as availability goes.
Apparently, after getting home, the client decided to log back in and work more on the tablet - having not logged out, nor cleared the browser cache of the website software and likely didn't discard any previous changes that had been previously made but not saved. And after saving the changes just made, all of the work done in the last 90 minutes was gone...
Now mind you, right after the last call informing me the invoice was paid, I turned my phone off for the weekend. It had been a busy week, and I was not expecting to have to be on the phone over three hours on a Saturday evening. I also wanted to decompress, as I had VERY busy week coming up with a complete network install. So I did not receive the MANY voice mails, texts and emails that were sent. And there were many...
... until Wednesday evening when I was in the basement of a building installing a server, several PC's and pulling a LOT of network cable. Evidently, after I turned my phone off there were enough calls, and text messages from the same number to trigger the SPAM protection on my phone for text messages and phone calls when I opened it back up Monday morning, so I didn't see any notifications.
I was accused of everything from ghosting the client (is that even a thing?), to intentionally sabotaging the website - even after telling the client I was logging out, which they could confirm, and deleting the text message that included the login info, and clearing ALL browser cache related to that website. I was also informed that they had to hire ANOTHER developer to do some work, and told that money could have been mine. Don't get me wrong, I'm not going to lose any sleep over it. I've had difficult clients in the past. This one was on a whole new level.
Again, no contract in place. Instructions were given of what NOT to do. The reasons why clearly explained. Considering the constant efforts made to talk over me while giving clear and concise directions and explainations, I'm really not surprised none of it sank in. But I'll not be held accountable for what someone does to their own website.
There is now a sixth, seventh or eighth person working on it. The question begs to be asked - how many more will there be. Having spoken to the original developer, and hearing much of what I went thru, I'm convinced there will be MANY more.
I was accused of everything from ghosting the client (is that even a thing?), to intentionally sabotaging the website - even after telling the client I was logging out, which they could confirm, and deleting the text message that included the login info, and clearing ALL browser cache related to that website. I was also informed that they had to hire ANOTHER developer to do some work, and told that money could have been mine. Don't get me wrong, I'm not going to lose any sleep over it. I've had difficult clients in the past. This one was on a whole new level.
Again, no contract in place. Instructions were given of what NOT to do. The reasons why clearly explained. Considering the constant efforts made to talk over me while giving clear and concise directions and explainations, I'm really not surprised none of it sank in. But I'll not be held accountable for what someone does to their own website.
There is now a sixth, seventh or eighth person working on it. The question begs to be asked - how many more will there be. Having spoken to the original developer, and hearing much of what I went thru, I'm convinced there will be MANY more.
