How can we escalate an unsolved problem?
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- digitalFlack
- Rocketeer
- Posts: 52
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- Marketing when it pays, scratching by the rest of the time
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In the Rok-mini-events Forum there are at least 10-12 threads since February 1 when J2.5 came out reporting problems with time display and Google Calendar. Most threads have 2-3 additional users reporting the same time-zone problem. There is even a query in the RME Solved Threads Forum.... but it doesn't solve the problem.
I did get one PM requesting site and password but there was no acknowledgment or follow-up. I understand that administrators and moderators help manage the forums, they don't necessarily know how to solve every problem.
When a bug has been around for over ten weeks and over 25 people report it, how do we request someone look into it or at least acknowledge that it is either a RocketTheme or Joomla problem and we have to wait for something else?
JF
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- David Goode
- Preeminent Rocketeer
- Posts: 17058
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- Web Designer and Host
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Hi there,digitalFlack wrote:
In the Rok-mini-events Forum there are at least 10-12 threads since February 1 when J2.5 came out reporting problems with time display and Google Calendar. Most threads have 2-3 additional users reporting the same time-zone problem. There is even a query in the RME Solved Threads Forum.... but it doesn't solve the problem.Quite often the community get involved and answer posts as well as the usual 'me too' posters and when this happens the original post gets 'bumped' off of our unanswered posts and the mods don't always see the thread. In cases like that the original poster could PM one of the mods to ask for someone to look at the thread.
digitalFlack wrote:I did get one PM requesting site and password but there was no acknowledgment or follow-up.I suspect you are referring to this post - www.rockettheme.com/forum/index.php?f=47..._v=viewtopic#p787392 - where Kat responded twice with no further communication from yourself.
digitalFlack wrote:I understand that administrators and moderators help manage the forums, they don't necessarily know how to solve every problem.See my suggestion at the start of this post. However, you also need to accept that with Joomla releasing regular updates, and changes by other parties, then keeping on top of changes may take a little while, especially if the developers are busy on other issues. If an issue is decided to be a bug then we add a ticket to help keep the issue visible within the Dev team.
When a bug has been around for over ten weeks and over 25 people report it, how do we request someone look into it or at least acknowledge that it is either a RocketTheme or Joomla problem and we have to wait for something else?
Hope this helps
Please search forums before posting. Please make sure your post includes the version of the CMS you are using and a link to the problem. Annotations on screenshots can also be helpful to explain problems/goals. Please use the "secure" tab for confidential information
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- Jean-Paul Frenett
- Sr. Rocketeer
- Posts: 168
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So you're suggesting that, when my problem goes unanswered,
I disregard all the warnings in many mods footer messages and the 'advice' posts,
and just start PMing mods?
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- David Goode
- Preeminent Rocketeer
- Posts: 17058
- Thanks: 890
- Web Designer and Host
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Hi there,Jean-Paul Frenett wrote:
So you're suggesting that, when my problem goes unanswered,No. What I am suggesting is that if a thread is being answered by others adding 'me too' posts and it is then bumped out of view of the moderators then a simple PM highlighting the thread will draw attention to it.
I disregard all the warnings in many mods footer messages and the 'advice' posts,
and just start PMing mods?
The reason we say no PMs unless requested is that members then start to PM without posting in a forum. The reason for posting in the forums is to help others who may be searching for a solution to a similar problem.
I hope this clarifies my advice.
Please search forums before posting. Please make sure your post includes the version of the CMS you are using and a link to the problem. Annotations on screenshots can also be helpful to explain problems/goals. Please use the "secure" tab for confidential information
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- Jean-Paul Frenett
- Sr. Rocketeer
- Posts: 168
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Grand
So I've had an issue for quite a while now, and it takes a rockettheme member an average of over 5 days to answer, with half the answers asking me for further information they can get themselves, or telling me things I already know.
The problem is still unresolved, and I feel ignored,
what advice do you give there?
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- Jean-Paul Frenett
- Sr. Rocketeer
- Posts: 168
- Thanks: 0
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