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Author Topic: How about replying to e mails Back to Topics
MustangEddie

Champion Author
Long Island

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Message Posted: Aug 24, 2014 12:38:16 AM

Non response to emails about chronic wrong price posters & other issues now seems to be the norm. I've probably sent in the neighborhood of 25 e mails to the mods in the last 6 months & one was replied to 2 months after the fact.
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scoutmaster
Champion Author Pittsburgh

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Message Posted: Oct 5, 2014 6:47:16 AM

"What is "A.P.P" data...."

Who posted that kemorc?
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MustangEddie
Champion Author Long Island

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Message Posted: Oct 5, 2014 2:30:26 AM

My e mails have been about a chronic wrong poster who has posted in excess of 150 wrong prices in the last 8 weeks.In fact 4 of 8 prices he posted in a 45 minute span tonight were wrong.GB'S non response leads me to believe that they could care less about accuracy.

[Edited by: MustangEddie at 10/5/2014 2:31:46 AM EST]
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kemorc
Rookie Author Minnesota

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Message Posted: Oct 4, 2014 10:26:48 PM

What is "A.P.P" data, or is that supposed to be "application" data??? If everyone could stop using acronyms that aren't obvious, that'd be great
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TxJeans
Champion Author Tampa

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Message Posted: Oct 4, 2014 8:22:00 AM

"By having thousands of prices entered daily this is how the process of a "real-time" gas price information system works. Our goal is to get tens of millions of people posting gas prices. Once that happens, prices will rarely be out of date or inaccurate. I'd like to encourage you to post any gas prices that you spot which meet our guidelines. The more current prices there are posted in accordance to our guidelines, the more we'll all save at the pumps!"

They don't need us posting accurate prices because they don't care about the website or APP data as long as they have enough activity....they they don't care about the individual station accuracy as they use the aggregate data which they can use filters to adjust for inaccuracies.
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scoutmaster
Champion Author Pittsburgh

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Message Posted: Oct 4, 2014 8:05:53 AM

"....but you must have more time than I."

Not really topcat57. I guess I just see less of them.
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topcat57
Champion Author Memphis

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Message Posted: Oct 3, 2014 11:55:48 PM

"TPTB should be contacted about each and every bogus price posted. Each one hurts the credibility of this site."

It does, but you must have more time than I.
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topcat57
Champion Author Memphis

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Message Posted: Oct 3, 2014 11:50:03 PM

What I meant was that unless you see someone posting wrong prices day after day and NEED to get a mod involved to ban the person (or whatever action they see fit) the ability to still zero out the occasional wrong price would save everyone a lot of time. Wrong prices are sometimes simply a mistake, not intentional, so unless it becomes a pattern by a particular poster the mods should not have to get involved. Did I clarify what I meant?

I contacted them yesterday about someone posting bogus diesel prices. I received a reply today stating they've removed the ability to zero out prices while they work on a way to prevent prices for grades a particular station doesn't sell from being posted. That's all fine and dandy, but this has been going on for months with no solution in sight.

They stated they've contacted the member who posted the bogus prices, but they didn't remove the bogus prices. I noticed someone else contacted the bogus poster through his whiteboard after he posted a series of prices for a station that's been closed for months.

How much simpler would it be for everyone to let senior members continue to zero out bogus prices until a better solution is in place?

I don't think the person posting these prices is concerned about points. He's posted exactly one forum message in the 2 years he's been a member. This looks more like your garden-variety troll. I really don't think "warnings" by the mods are going to have any effect on this kind of behavior. They just need to return our ability to police ourselves so they only have to get involved in serious cases.

[Edited by: topcat57 at 10/3/2014 11:54:38 PM EST]
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scoutmaster
Champion Author Pittsburgh

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Message Posted: Oct 3, 2014 11:00:43 PM

" Unless you encounter a serial bogus price poster, there should be no reason to contact TPTB."

TPTB should be contacted about each and every bogus price posted. Each one hurts the credibility of this site.
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kemorc
Rookie Author Minnesota

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Message Posted: Oct 3, 2014 10:14:39 PM

" Unless you encounter a serial bogus price poster, there should be no reason to contact TPTB. "

This is all that I encounter, people that post specifically for the points with complete disregard for accuracy. Well, they post for that AND the award you get for posting prices for all fuel grades for the mobile app.
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topcat57
Champion Author Memphis

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Message Posted: Oct 3, 2014 2:07:22 AM

"If you notice an inaccurate price on GasBuddy, please update it with the current price for everyone else in your area to see."

And how, pray tell, does one update a bogus price, i.e. a price for a grade of gasoline a station doesn't sell? With another bogus price?

Please just bring back the ablility to zero out prices! Unless you encounter a serial bogus price poster, there should be no reason to contact TPTB.
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kemorc
Rookie Author Minnesota

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Message Posted: Oct 2, 2014 10:19:48 PM

I got the typical reply that I anticipated...

here's a chunk of it:

"As you may already know: all prices on GasBuddy are posted by volunteer spotters. Unfortunately, with the massive number of prices being reported across our 200+ websites and mobile apps for Android, iPhone, Windows Phone 7 and BlackBerry, prices posted outside of our guidelines do make their way to the price lists, occasionally. While we may not be able to prevent every discrepant listing, we do attempt to remove any information that is obviously wrong.

By having thousands of prices entered daily this is how the process of a "real-time" gas price information system works. Our goal is to get tens of millions of people posting gas prices. Once that happens, prices will rarely be out of date or inaccurate. I'd like to encourage you to post any gas prices that you spot which meet our guidelines. The more current prices there are posted in accordance to our guidelines, the more we'll all save at the pumps!

If you notice an inaccurate price on GasBuddy, please update it with the current price for everyone else in your area to see."

What a cop-out... and there is no solution in sight (or seemingly any intention to make it right or penalize those that abuse this site/app). Occasionally is an understatement... there are a ton of people posting false prices just to get points ALL THE TIME. I have a whole list of them that I keep track of, they do it every day!!!
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teafortwo
Champion Author Washington

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Message Posted: Oct 2, 2014 8:58:16 PM


Well said jrsva and TxJeans.

I did however receive a tobacco sales promo email from GB today ... does that count? ;0}
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TxJeans
Champion Author Tampa

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Message Posted: Oct 2, 2014 6:40:15 AM

I wonder if some of the high point winners turned "rogue" chasing APP awards and TPTB are more about the APP and Awards and no longer care about valid prices. (I wonder if they no longer use the data from here as a main source of data and therefore use this more for advertising and social media aspects?).
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kemorc
Rookie Author Minnesota

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Message Posted: Oct 1, 2014 11:29:57 PM

people posting false prices is a huge issue that needs to be addressed. I've tried countless times to report people, but the member reported never changes their ways. I just reported another one, but I don't have too much confidence in having a resolution. The sad part is, it seems to be some of the big offenders are also the "higher-up" members.

[Edited by: kemorc at 10/1/2014 11:31:28 PM EST]
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MustangEddie
Champion Author Long Island

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Message Posted: Sep 28, 2014 4:50:00 PM

Gas_Buddy although you may believe adding to the backlog of e mails is a problem I believe actually responding to them would stop me & others from sending more.My e mails have been about a chronic wrong price spammer who in the last 6 weeks has posted in excess of 100 wrong prices & the one response I got from Jess said that they would email this member to correct the problem.Well it's now weeks later & he is still posting wrong prices every day so that one reply is ringing kind of hollow like so many of the other things the GB staff said they would take care of.
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Gas_Buddy
Champion Author Maryland

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Message Posted: Sep 28, 2014 1:56:40 PM

MustangEddie wrote:
"Sent a bunch more e mails & only one was responded to by Jess.Actually sent a reply to Jess & never heard back.Evidently responding to those 6100+ e mails is low priority."

While it may be fair to criticize Gas Buddy for not responding, answering 6100+, no matter how high a priority it is, can't be done in a short time. And, while I understand the reason to send multiple notiications, sending "a bunch more" simply adds to the backlog.

Regarding Scrapheap's post about the What's New area, it's hard to understand why that part of the website isn't prominently displayed and at least updated regularly, even if it's a perfunctory update once every month or two.
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TxJeans
Champion Author Tampa

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Message Posted: Sep 28, 2014 1:52:36 PM

I got a response from something in May - by now, someone else fixed the station that broke when I tried to update and the L/L kept changing when I hit save.

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MustangEddie
Champion Author Long Island

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Message Posted: Sep 28, 2014 5:31:22 AM

Almost 3 weeks since CC'S response & nothing has changed.Sent a bunch more e mails & only one was responded to by Jess.Actually sent a reply to Jess & never heard back.Evidently responding to those 6100+ e mails is low priority.

[Edited by: MustangEddie at 9/28/2014 5:32:09 AM EST]
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Scrapheap
Champion Author Virginia

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Message Posted: Sep 13, 2014 12:13:37 PM

When I read CC's posts, I think of what came first, the chicken or the egg?

Sure the "What's New" area isn't hidden, but that can be easily changed. What is bothersome is the excuse that it is rarely seen. One of the reasons why it is rarely accessed is because nothing new has been announced there for years. Nobody is going to go to a page that is never updated. It takes very little effort to update the page. It takes no more effort than it does to respond to an email. Update it on a regular basis and more people will look at it on a regular basis.

I would make a similar observation WRT posts in TBTU. If a moderator had responded to this thread when people who reported prices early in the day did not get bonus points, they would have received less email they would have to respond to and they would have reached a larger audience. It would have taken no more effort to reply to a thread in TBTU than it did to reply to any of the numerous emails they received on the topic.



[Edited by: Scrapheap at 9/13/2014 12:15:13 PM EST]
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TxJeans
Champion Author Tampa

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Message Posted: Sep 13, 2014 8:49:02 AM

Well said Jrsva.

Also, CC mentioned their view of the What's New. Well, there have been many suggestions if they actually read the two forums about how to improve communications. Improving communications for both the APP and Website should be first priority, not bringing on more problems with failed rollouts and moving newsville, and adding bonus points, etc.

There is also a need to connect the APP users and the website users. There are many here that use both, and many that use only one or the other. There have also been complaints that the APP doesn't contain everything that the Website does (and probably shouldn't) - but a nice link out to the full Website, or the Notifications from the APP would be a positive.

Using the Notifications could then reach both groups, or better a GBO specific notifications with a flashing icon at the top of the page on the Website and something in the APP where folks can bridge out to read info from GBO and not worry about having their email filled with "promotional" stuff, but just important notices of down servers, and changes etc. that affect the functioning of the site.
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scoutmaster
Champion Author Pittsburgh

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Message Posted: Sep 13, 2014 7:58:53 AM

Thanks for the message CC. While it reads very well, it sounds like a bunch of excuses, not reasons, why things on this site are in the state they are in.
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jrsva
Champion Author Virginia

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Message Posted: Sep 13, 2014 1:25:12 AM

CC, thank you for posting in this thread. Moderator input has been so rare lately that someone suggested (in another thread) that Talk Back To Us should be renamed Talk Among Yourselves.

I think you have brought on large volumes of feedback yourselves by making significant changes that have degraded rather than improved the web site and which have gone on and on without being fixed. I refer in particular to the maps, where it is now much more tedious and takes twice as long to post prices as it used to, and to the inability of members to delete bogus prices, which degrades the overall quality of data in the GB system. There are other issues, as well, which have been discussed in various forum topics, but these are two stand-out examples.

From your post, ā€œ. . . there is just no way to see the problem until it is staring us in the face.ā€ Really? Have you not considered beta testing changes before going public with them? Surely a modest sized group of members testing the new code would have quickly turned up the map and deletion issues, so that the update could have been held back until the problems were fixed.

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CampKohler
Champion Author Sacramento

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Message Posted: Sep 12, 2014 6:38:48 PM

Gosh, let's hope so.
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CC
Moderator
Message Posted: Sep 12, 2014 6:30:02 PM

Yeah. We definitely want to spend more time in the forums. With the big traffic increase, we spend a lot less time responding to forum topics than we used to. As we get a better hold on things, we hope to change that.

The What's New link is really only used for announcements about big updates or coming new features. A problem with this page is that it's virtually unseen. It's easily one of the least seen pages on the site - no doubt due in part to being tucked away in the menu.

What we are actually working toward, on the back end of things, is a better system for feedback - something that really indicates what needs to be addressed soonest. We currently have some tools to do this, but it's not as affective as it could be, so we're working on it.
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scoutmaster
Champion Author Pittsburgh

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Message Posted: Sep 12, 2014 9:11:07 AM

Yup! Update "What's New" and I'd bet the confidence of the membership would go up!
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Byte_Doctor
Champion Author Akron

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Message Posted: Sep 12, 2014 7:41:58 AM

"I'm going to throw a crazy thought out there but if you updated the "What's New" part of of the website on a prompt and regular basis and replied to threads in this forum, you would actually reduce the amount of email and spend less time repetitively answering the same questions.

I'm just saying. "

This ^^^.
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Scrapheap
Champion Author Virginia

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Message Posted: Sep 12, 2014 7:32:21 AM

I'm going to throw a crazy thought out there but if you updated the "What's New" part of of the website on a prompt and regular basis and replied to threads in this forum, you would actually reduce the amount of email and spend less time repetitively answering the same questions.

I'm just saying.
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CC
Moderator
Message Posted: Sep 11, 2014 5:12:22 PM

Hi folks,

First, sorry for the long delays. This is a regrettable reality that we brought on ourselves. This is both a very good thing, and a very bad one.

GasBuddy is currently in exciting new territory. We're the go-to choice for gas and diesel prices in Canada and the U.S. There are more (a LOT more) people using GasBuddy every single day, we're trying some new promotional stuff we've never done before (eg, bonus points, e-mails to members), and we're able to make upgrades that we've only dreamed of in the past (more prizes, cash/credit, etc.)...

All of this has been extremely positive here at GasBuddy - and not just from our perspective. We've gotten a lot of positive feedback (again, cash/credit was a long time coming) and a lot of critical feedback (also good, from our point of view).

Unfortunately, with implementing new ideas and making changes to this finely aged system, we were bound to encounter bugs. During the past few months, we've made some mistakes - some have thankfully been quick and easy fixes, but some have been big nasty problems that affect lots of members (bonus points problems, e-mail problems, server problems). These are the worst kind - the type of stuff that we're always trying hard to avoid, but, especially in making new tools that have never existed before, happen because there is just no way to see the problem until it is staring us in the face.

So, with all of these cool updates and the inevitable problems that accompany them, we have seen a huge increase in feedback. I mean HUGE! Seriously. It is not an exaggeration to say that we have never had close to this high a volume of feedback in GasBuddy history (since starting in 2000)! This was unexpected. We were sure we'd see SOME more feedback, but never dreamed we'd be receiving this much. The silver lining is that THIS IS GREAT NEWS! More People care about GasBuddy enough to give feedback than ever before! The bad part is: we were prepared for a SLIGHT increase - not e-mailgeddon! We were just NOT anticipating the massive increase of new message that we ended up receiving.

The good news for members is: We have hired more great support team members to help us handle all of this. We remain a relatively small company, but the support team is the largest it's ever been. It won't happen overnight (in fact, we're not sure how long it will take, yet), but we intend to handle every last message that is sent to us (at this exact point in time, we're looking at 6157 new messages). Eventually, the goal is to get back to a turnaround time of 24 hours for most items. We were at a point where more messages were coming in than going out, and we've got a lot of catching up to do, but we're getting closer.

Finally, thanks to everyone who has contacted us. There is just physically no way to answer every message in a timely manner, at this time. We try to alternate between old and new to make sure everything gets read, but this means some messages will be seen sooner and some later. We're looking forward to getting this back under control. Despite being under-prepared for it, we're still really excited to be getting this much feedback. It means GasBuddy has a passionate member base that cares about helping others and having the tools to do so!

Thanks for your patience as we continue to work on our favorite site & apps.

Regards,

CC
GasBuddy.com

[Edited by: CC at 9/11/2014 5:48:13 PM EST]
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scoutmaster
Champion Author Pittsburgh

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Message Posted: Sep 9, 2014 6:48:28 AM

That doesn't surprise me MustangEddie. CC has a hard time dealing with the facts.

"I've been told to report a 0.00 price in the report field."

Who told you this kemorc?
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kemorc
Rookie Author Minnesota

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Message Posted: Sep 8, 2014 6:39:35 PM

This needs to change. There needs to be a system set up to work out the people who cheat and permanently ban them.

I've been told to report a 0.00 price in the report field. That doesn't work on mobile, so you can't report people that way.
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MustangEddie
Champion Author Long Island

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Message Posted: Sep 6, 2014 9:14:58 PM

CC
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scoutmaster
Champion Author Pittsburgh

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Message Posted: Sep 6, 2014 8:31:00 PM

Who was the moderator Mustang?
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MustangEddie
Champion Author Long Island

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Message Posted: Sep 6, 2014 1:12:51 AM

Sometimes I wonder why I even bother.Today I get an e mail from GB because someone complained that I posted on his whiteboard.He joined yesterday,posted approx. 10 prices half of which were wrong or completely fabricated for a grade the station doesn't sell.I posted to stop making up prices on his whiteboard,he complained to GB & they immediately e mailed me.I send the 25 e mails in the last 3 weeks about a chronic wrong price poster & get one snarky reply saying how can said member be posting wrong prices when he posts(copies) the same prices me & others post with examples of this at times of the day when he actually copied them right & that I must be posting wrong prices. Also in that snarky reply to me the "mod" points out a spelling error I made . All of my e mails had detailed info with times & stations that apparently the "mod" could not comprehend yet he picks out times when chronic wrong poster actually copied them right.In fact out of the last 150 prices chronic wrong poster posted 50 of them were wrong pretty crappy average if you ask me.I wouldn't post on a whiteboard if GB would reply to e mails & actually do something about wrong posters but I guess that is wishful thinking.
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CampKohler
Champion Author Sacramento

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Message Posted: Aug 25, 2014 4:24:24 PM

OK. If the mods won't respond further (for whatever reason), then you have no choice (except to give up) but to see what you can do without their help.

If you have no links in a post, you can easily copy a previous post, add or delete to/from it as necessary and re-post. If someone makes a one-time bad repot, you could delete that line after, say, a week. But if they repeat, you leave all events in the list for all to see. What is the alternative, do nothing?
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MustangEddie
Champion Author Long Island

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Message Posted: Aug 25, 2014 1:47:45 AM

CK what is a shame is mods used to actually reply to that thread and try to mediate things. The only people I complain about in that thread are chronic wrong price posters.I understand the occasional fat finger price ,etc.When the mods did reply to emails they always wanted details now since they don't I'm posting details in that thread so that I can refer them to that thread if they ever do reply .Also what is really funny is the person who took umbrage to one of my posts replied to that thread & then never posted a price again so problem solved.


[Edited by: MustangEddie at 8/25/2014 1:52:49 AM EST]
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CampKohler
Champion Author Sacramento

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Message Posted: Aug 25, 2014 12:57:48 AM

Well, now I guess you have TWO places to vent. :-)

Looking at that mod-started topic, I see that others have um, "taken umbrage." If you are going to post many, many policing type posts, let me tell you that, even if you are 100% correct, a constant drumbeat of many criticizing words is wearing to readers and will put you in a bad light even if you have the best of intentions. Nobody likes a whiner even if the whining is completely justified. Yes, this is just political crap, but when you are herding cats, first and formost you have to keep in mind that you are herding cats, if you take my meaning. Maybe it would help to review everything in that topic through the eyes of readers who have no idea who you are or what you are trying to do. You must convince them that you are the Queen inviting them to tea at the palace and not a displeased Der Fuhrer.

One thing that might help is not to use so many words in each post, because if each word reads like a bullet fired from a gun, they all add up to a Gatling gun going full bote, when what might be better received is one tiny birdshot pellet; in pther words be as brief as possible. To that end, perhaps my idea of a list of one-liner misdeeds would be the briefest of all and would appear to be as matter-of-fact and unemotional as you could be. Also you could close each posting with a statement such as, "To be removed from list, please PM me or write on whiteboard and it will be done." Getting such a request would be a plus, because you know they are responding and may improve on their performance, which should be the goal. Give it a shot.

Good luck!
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jrsva
Champion Author Virginia

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Message Posted: Aug 25, 2014 12:29:41 AM

Iā€™m with Buckeye on this one. I used to monitor a whole list of stations where bogus diesel prices appeared daily. I deleted the bogus prices, sent PMs to the Mods and got frequent thanks in reply. No more. That all went out the window when price deletion was turned off. That change made it clear that accuracy is not a concern at GBHQ.
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MustangEddie
Champion Author Long Island

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Message Posted: Aug 24, 2014 10:27:10 PM

CK there already is a thread started by the mods on the LI site titled problems with other members posts.All it is is a place for members to vent as the mods no longer respond to it or e mails anymore.This site was built on the accuracy of price posts but lately it seems that site clicks and ad revenue is all the site owners care about and accuracy has gone out the window.

[Edited by: MustangEddie at 8/24/2014 10:28:54 PM EST]
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CampKohler
Champion Author Sacramento

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Message Posted: Aug 24, 2014 3:24:12 PM

Mustang: In addition to E-mails or PMs to GBO, how about starting a new topic in your local discussion category with a suitably-well-thought-out title and posting therein a list* of miscreants and scofflaws in your area, giving the dates, times, stations, and misdeeds for each, re-posting and adding a new line to the list for each new misdeed. In the OP invite other members to contribute to the list. Include a YES/NO column as to whether GBO has responded about each on the list. Every once in a while, E-mail/PM to GBO a link to the list and see how long it takes for something to get done. If you get a response from one of those on the list that lets you know they not intentionally mucking up Long Island, you can omit them from the list and thank them for their efforts. And of course, be VERY polite and circumspect when doing the above.

Report back the results here later so that we can see if this idea has any merit whatsoever.

----
*Some techniques shown here (for a different purpose) may be of use in doing this.


[Edited by: CampKohler at 8/24/2014 3:29:03 PM EST]
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buckeyecountry
Champion Author Ohio

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Message Posted: Aug 24, 2014 1:03:06 PM

I don't waste my time anymore.
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scoutmaster
Champion Author Pittsburgh

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Message Posted: Aug 24, 2014 7:42:23 AM

The mods don't reply to much. They use to. It is sad.
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