EVERYONE SHOULD READ THIS POST
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- Corey Anders
- Hero Rocketeer
- Posts: 318
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RT Support Policy seems to be: Deny everything. Admit nothing. Launch counter accusations.
Please read this post and tell me you do not agree that RT Support has no accountability whatsoever. They will try to blame all the problems on 3rd party modules and companies until overwhelming proof forces them to admit that the problem indeed lies within RT's own products. Then they will accuse you of being impatient after waiting six weeks for a fix. HORRIBLE support practices at this company.
Further proof of RT Support's complete lack of accountability will be demonstrated when RT support tries to label me a forum troll for posting anything negative about their horrible support policies instead of actually fixing their bugs. (That's right, they will make the argument that me telling the truth about their lackluster support is a bigger problem than RT actually fixing their template so that it works as advertised).
It has been over three months since this problem was reported and RT Support has the audacity to try and tell me that I NEED TO PAY THEM MONEY TO FIX THEIR BUGS!!! Can you believe???? At this point they have quit responding to the thread. They refused to give an ETA and one support person even admitted that it might never be fixed. All after I have spent over 200 hours on this site.
Here is the link to the post so you can make up your own mind.
www.rockettheme.com/forum/index.php?f=46...73150&rb_v=viewtopic - Last Edit: 12 years 7 months ago by Corey Anders.
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- DanG
- Preeminent Rocketeer
- Posts: 36750
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Just to clarify a few points:RT Support has no accountability whatsoeverSince I'm answering this post that dispels that statement, further I've answered close to 9000 posts since I became a mod in Oct.2010.
Well this is just out there Corey:They will try to blame all the problems on 3rd party modules and companies until overwhelming proof forces them to admit that the problem indeed lies within RT's own products
I don't try to find fault with anything, I may critique or curse if its a really bad app (DANG!). In fact at Rockettheme we work a lot with some 3rd party developers.
As for overwhelming proof, well as soon as we see a new issue crop up and we can replicate it ourselves then a ticket is assigned to the internal bug tracker. I put in four such tickets this morning.
Further proof of RT Support's complete lack of accountability will be demonstrated when RT support tries to label me a forum troll for posting anything negative about their horrible support policies instead of actually fixing their bugs.This one is easy, If I called anybody a troll, Andy would have my keester out the door!
We mods don't label or call our users names!
RT Support has the audacity to try and tell me that I NEED TO PAY THEM MONEY TO FIX THEIR BUGS!!!Not audacity but a further commitment to our users to provide the best support there is. If you have a production site and something goes AWOL by using Premier Support you will have a response back from Rockettheme in 2 or less hours.
So now that we both have spoken our piece, lets try to solve this issue of yours.
I've never had this issue with RokMiniEvents but obviously it is happening to you.
Can you please do a clean install of any template you wish on your server and install RokMiniEvents.
Then make a Akeeba backup of that test site and give me temporary FTP access so I can download it.
I will install it on my testbed at HostGator and we'll see where the issue is originating from.
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- Corey Anders
- Hero Rocketeer
- Posts: 318
- Thanks: 0
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Seriously Dan? You are exercising the logical fallacy of whole to the parts. My complaint is that RT support as a whole is insufficient. Of course that does not mean that I believe that every person working for support is inefficient. Come on now.
Since I'm answering this post that dispels that statement, further I've answered close to 9000 posts since I became a mod in Oct.2010.
The problem is not with all of you that help us solve our day to day problems. You guys (and gals) are quite helpful. If you read my entire post that I linked to above you would see that I even stated that the problem was not with those that help solve minor problems within this forum (like you DanG). Rather it is when that the problem requires that you guys cannot fix and have to forward to the developers/programmers that everything breaks down. Waiting over three months for RT developers to fix a bug in their code is a ridiculous amount of time to have to sit with a site that does not work properly OR as advertised. Again, the problem seems to be with the programmers not those of you that answer questions within the forum. I stated that quite clearly in my other post.
I don't try to find fault with anything, I may critique or curse if its a really bad app (DANG!).
Actually it is fairly obvious that you are trying to find fault in the points I made in my post. Also, RT support refusing to give an ETA on when bug fixes will be made is definitely worthy of criticism. It is a BAD support policy. Trying to come back with the argument "well support is awful but at least our templates are cheap" is not a valid business model because sooner or later we all need these templates to actually work and perform as advertised.
This one is easy, If I called anybody a troll, Andy would have my keester out the door!
We mods don't label or call our users names!
Well the last time I got fed up after months of not getting any support from RT and complaining about it, I was called a forum troll by a cpl of moderators. That is why I stated that in my post.
Not audacity but a further commitment to our users to provide the best support there is. If you have a production site and something goes AWOL by using Premier Support you will have a response back from Rockettheme in 2 or less hours.
It is fairly obvious from reading my statements that I do not have any problem with RT offering paid support. That would be quite silly. The problem that I have (and that I stated very clearly) is when RT wants me to pay for support to fix problems that are not supposed to be present (i.e. things that RT told me that would work but are not working.) I would have no problem paying for support when I need custom code, etc. However asking that RT fix issues with RokMiniEvents in a realistic time frame (two or three weeks tops) is something that I ALREADY paid for when I paid to become a member of RT. I even paid for the DEVELOPER license which is the highest price of all plans.
I've never had this issue with RokMiniEvents but obviously it is happening to you.
Well you should do a search within the forum as I am not the only person that has reported this problem. I just seem to be the only one that is willing to hold RTs feet to the fire in order to get this problem fixed.
KAT has responded to my original post and said she would be asking for an ETA which is all I was asking for in the first place. Not sure if you read my entire other post but a few moderators like you have already agreed that it is indeed a problem and they have sent to the developers to fix. The problem seems to be that JomSocial changed something on their side which broke RokMiniEvents. I understand that there is nothing RT can do to stop that kind of stuff from happening from time to time as working with 3rd party apps like Jomsocial comes with pros and cons. I get that. However, there is no reason why it should take over three months to fix those issues when they arise. If there are not enough programmers at RT to address and resolve problems/bug within a timely manner then Andy needs to hire more programmers so that problems gets fixed in a reasonable amount of time (weeks verses months). - Last Edit: 12 years 7 months ago by Corey Anders.
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- DanG
- Preeminent Rocketeer
- Posts: 36750
- Thanks: 3229
- Custom work done
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Hi Corey
So to your issue if you don't want to wait - we can address it Right NOW.
Can you please do a clean install of any template you wish on your server and install RokMiniEvents.
Then make a Akeeba backup of that test site and give me temporary FTP access so I can download it.
I will install it on my testbed at HostGator and we'll see where the issue is originating from.
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- Corey Anders
- Hero Rocketeer
- Posts: 318
- Thanks: 0
- Thanks Dan. Right now the times are matching up. I belive I had to set the time to some forign country in order to get the times to match up. I will see if I still have the files to set up a test site. I did not install RokMiniEvents though. It came with the template I assume.
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- DanG
- Preeminent Rocketeer
- Posts: 36750
- Thanks: 3229
- Custom work done
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Corey Anders wrote:
Thanks Dan. Right now the times are matching up. I belive I had to set the time to some forign country in order to get the times to match up. I will see if I still have the files to set up a test site. I did not install RokMiniEvents though. It came with the template I assume.Sometimes a template will include a different subset of our extensions than others.
So the issue here is RokMiniEvents?
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- Gene Page
- Hero Rocketeer
- Posts: 289
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I'm still very new here. I will say that in my short time with Rockettheme my experience with support has not been pleasant and at this point, I wouldn't recommend RT to anyone.
I like some of the people I've met here, but I question the organization of support.
I've reviewed all the cases I've raised since my first, on November 3rd.
In that short time I have requested support 4 times. Here's the good and the bad...
1) I discovered a bug in RokSprocket, reported it, and in the same day it confirmed by MrT to be a bug.
I believe this was fixed 14 days later, but since there's been no update on the changelog, and there is no transparent bugtracker, I can't know for sure how long it took.
2) I had an issue with iJoomla AdAgency not working in a responsive framework. MrT responded the same day to tell me it was caused by iJoomla's horribly outdated html. I was very pleased with his attention on this. I'm very displeased with iJoomla.
3) The Big One...
K2 Frontend Editing is not working on a site I've built for a community news site. This site has several staff writers who require this feature. Without it, the site can not be launched.
I was able to determine immediately that this was a problem unique to RocketTheme as I run many other sites with JoomlaBamboo and Gavick Templates. Those sites also use the latest version of K2 with no problem.
I search the forum, find a recent thread, add my issue with screen shots.
I get a superfast response from MrT. He asks me to uninstall Akeeba Admin Tools, I do that, nothing. I send him login details.
He says it's a css problem, and gives me a few lines of code that don't come close to fixing the problem.
At this point I did a complete uninstall/reinstall of K2. The problem remained and I asked again for help.
At this point MrT tells me that Joomla 3 is new, and that I shouldn't be using it...
I WASN'T USING J! 3.0. Did he even log in to my site?
My next 6 posts went unanswered for nearly a week!
At this point, MrT recreates the problem, and determines that it was in fact A BUG! This was on January 3rd. 18 days later, and there has been no fix. This is a major function of K2 which is not functioning because a bug in RT templates (Graffito, Kirigami and maybe others) is causing it not to function! That is unacceptable! I never would have joined RT if I'd known this would have been an issue.
I can't launch this website until I can train staff writers on frontend editing, and I can't get paid until the website has been launched!
On January 12th, MrT was nice enough to grant me this update:
"So I checked again and someone did start looking at it - but that's as far as it got so far.."
Later, Kat05 posted to confirm this was an issue.
That's the last I heard.
www.rockettheme.com/forum/index.php?f=67...v=viewtopic&start=30
4) Have a look at this and tell me people aren't being ignored: www.rockettheme.com/forum/index.php?f=61...86856&rb_v=viewtopic
Here's another...
www.rockettheme.com/forum/index.php?f=61...87124&rb_v=viewtopic
That's 3 people, all with the same problem.
The cherry on the cake was when I made a request in the requests forum...
www.rockettheme.com/forum/index.php?f=16...85652&rb_v=viewtopic
All I wanted was to advocate for a transparent bug tracker, that we could follow. After all, it's been nearly a month with no real updates!
I was met mostly with hurumphs.
At one point, they ask about the bug, and I provide a link to the K2 Frontend Editing thread...
The response I got was:
"I see that Mark is already solving that issue so ....
"
Does that mean MrT is fixing the bug?
Because apparently nobody told him that!
I am not happy with Rockettheme at the moment. - Show Support for These Requests...
Automatic K2 Tags for RokSprocket ->
www.rockettheme.com/forum/index.php?f=16...86380&rb_v=viewtopic
Option for K2 Video instead of Image for RokSprocket (like JoomlaBamboo's ZenTools) ->...
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- Corey Anders
- Hero Rocketeer
- Posts: 318
- Thanks: 0
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Sadly, you are right on target Gene. Rockettheme support is great for little things here and there (such as asking how to do something) but as soon as you find a real bug and the issue has to be fixed by the developers at RT then GOOD F'ING LUCK!!!! I wouldn't hold your breath.
One of the support moderators even had the audacity to tell me "I can't tell you when or if it will get fixed". WTF? It seems that Andy Miller is the cause as he is out doing interviews and marketing/PR stints instead of ensuring that his products are working correctly. I went and filled out a complaint at the Better Business Bureau as well as ripoffreport.com. It is the same ol story of greed getting in the way of quality as the CEO wants to make more and more money and as long as the bug complaints do not keep people from buying his product, he doesn't care. I suggest filing a BBB report and going to ripoffreport.com and posting what happened to you so that others are aware of the lousy developer support at RT. I would guess that as soon as there are enough negative posts out there about RT to affect Andy's bottom line that he will start fixing bugs in a more timely manner. Heck, I was about to do a chargeback on the credit card purchase that I used to sign up when the guy told me "can't say when or if it will ever get fixed." My problem was with RokMiniEvents which is the ENTIRE reason I used the Tachyon template.
And to all you moderators that are easily offended and think I am referring to you, I'll say it again. Most of you do a jolly ol' job with helping out on the small "How do I..." stuff. You are great. I am referring to when it is determined that there is in fact a bug and the developers have to go and fix. Then support goes to s#$t really quickly.
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- DanG
- Preeminent Rocketeer
- Posts: 36750
- Thanks: 3229
- Custom work done
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Corey Anders wrote:
Sadly, you are right on target Gene. Rockettheme support is great for little things here and there (such as asking how to do something) but as soon as you find a real bug and the issue has to be fixed by the developers at RT then GOOD F'ING LUCK!!!! I wouldn't hold your breath.I answered your post here -> but you never responded to that directly.
Corey Anders wrote:One of the support moderators even had the audacity to tell me "I can't tell you when or if it will get fixed". WTF?I've gotten to know most of the developers here an they are the hardest working group of people I've met in my lifetime. I think it's sad that you take potshots at them without really knowing them.
Of course we can't give you an ETA on when a bug is fixed as debugging is a long and difficult process.
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- moneysflow
- Sr. Rocketeer
- Posts: 120
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I have had my fair share of issues in trying to build the things I envision. I don't think I can really blame that on RocketTheme though. Many such as DanG (who is clearly Canadian) have put much effort into helping me resolve any issues I have had.
We must also consider that text conversations can be misinterpreted on many levels very easily; as people our interpretations of a conversations are mainly relayed through body language and vocal influx. Only 10% is actually dependent on the words we use. This fact alone makes it very easy for any of us to misunderstand the communication of others. I have been guilty of this also, as I am human.
I've been at this for about 3 years now, and I still have much to learn. For me it all started here with these templates, any mistakes i find usually making me learn more, sure I could focus on the mistakes, but I'd rather focus on the good things that came from them.
I can agree that some toning down could happen here and there, but that could just be my 13 year sales career with top performance creeping through. I assume most of the supporters here have been serious web designers for sometime.
I know I could not imagine hard coding the things I envision.Maybe someday as these template continue to help me learn more. Even with the odd frustration I have had, I still have to give much credit to Rockettheme for giving me the momentum I needed to push my ideas forward, no matter how long they take.
I sold my first official website last week, and though I am not using a Rockettheme template for it, I still give them 100% of the credit for getting me started.
For that I will be forever grateful
If I was perfect I wouldn't have a reason to wake up in the morning, this is something that makes web development exciting, there is always something to do, because it will NEVER be perfect.
I'm sorry you're having such a bad time, but hope you'll get through it and find some benefits to it all in the future
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