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  • SOLVED Waiting on Support Request

    Posted 12 years 3 months ago
    #929346
    • David Goode's Avatar
    • David Goode
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    Re: SOLVED Waiting on Support Request

    Posted 12 years 3 months ago
    • Hi Neil,
      Neil Robertson wrote:
      As other members are finding e.g. www.rockettheme.com/forum/index.php?f=15..._v=viewtopic#p925063 support seems to have gone down the toilet around here.

      A support request from October www.rockettheme.com/forum/index.php?f=20..._v=viewtopic#p886786 has been completely ignore despite being followed up three times.
      Sorry you feel that way about support but it is an inevitable fact that with over 4,000 posts a month being answered by a team of moderators some will get overlooked regardless of any system we use. Even ticket systems suffer with this problem when there are high volumes. :oops:

      We have a list on the forum of all unanswered posts and this is where the mods work from. Once we answer a post we are automatically subscribed and get an email when anything is added. As soon as a thread gets a response it drops off this list. People who post to their own thread actually remove themselves from that list and their thread can go unnoticed from that point onwards.
      Neil Robertson wrote:
      I thought a negative review on JED extensions.joomla.org/extensions/maps-a-...asts/9016#rev-135148 might prompt some action but still nothing.
      Firstly, it is the moderator team that deals with the majority of the support provided and we don't get JED notifications. We certainly don't have time to go looking to see if people are making negative comments.
      Neil Robertson wrote:
      Not even appealing to Andy Miller and RocketTheme directly on Twitter twitter.com/ozneilau/statuses/296903900320120832 had any response.
      Again, this is not an expected channel of communication for escalating problems. If Andy or the Dev Team don't notice the content it can be overlooked, as in your case.
      Neil Robertson wrote:
      Up until now, I have been a die hard Gantry fan and RocketTheme evangelist on the Joomla Forums www.google.com.au/search?hl=en&as_q=rock...e%3Aforum.joomla.org and elsewhere but at this rate I doubt I'll even renew my subscription.
      You know that we have always tried to support all of our members and most of the time we are successful. However, I have noticed that many more members are now getting lazy because we have been too supportive at times. If you see the number of members who post a problem and don't even think to tell us which version of Joomla they are using, often they don't give us the template name (and post in extensions so we have no idea if it is template or extension causing a problem) and they don't even include a link to the problem.

      In fact, this week alone I have already had to install a couple of test sites along with 3rd party components to try and replicate problems because "my site is only on local installation". :cry:
      Neil Robertson wrote:
      I love Gantry and RocketTheme templates and extensions but if there's no support, then I have no choice except to go elsewhere. T3 looks like the best bet.

      What went wrong with RocketTheme? :cry:

      Neil
      Neil, the support is still here, it just has to be spread further while some members get to grips with LESS, CSS, Responsiveness, and keep blaming the templates for breaking when it is obviously the fixed width tables in their 3rd party extension that is preventing responsiveness and not the template. All these issues have to be dealt with as well. Now if you have any ideas how we can encourage members to provide useful information when they post, some of the queries can be answered while they sleep as we have moderators across the globe and therefore in various time zones.

      Just one last thing about support, and this is for the benefit of anyone who reads this post...

      I think if you look at some of the posts (and we respond to around 4,000 per month) you will see that technically they are not all problems but a lot are people requesting help with minor customisation tasks, or trying to find where to change things. We help where we can with these requests. When there are actual problems with the templates we get these resolved as quickly as we can, often providing temporary fixes while the downloads are all upgraded.

      We also get a lot of questions about 3rd party conflicts which we also try to help where we can. Quite a number of the problems that occur often turn out to be down to poorly set up servers on cheap hosting accounts.

      But please be aware that your subscription allows you to use templates in accordance with the terms laid down in your membership. Support is not part of that. We provide it for free. Here is what you signed up to in the Terms of Service
      Support:
      RocketTheme offers these templates and designs "as is", with no implied meaning that they will function exactly as you wish or with all 3rd party components and modules. Further, we offer no support via email or otherwise for installation, customization, administration, etc. A private members-only forum is available to Template Club members. RocketTheme does not commit to monitor these forums, but we reserve the right to respond and answer questions. You acknowledge by your use of the templates that it is at your sole risk, and that you assume full responsibility for all costs associated with all necessary servicing or repairs of any equipment you use in connection with the templates.

      I can see that Dan is now investigating the post you referred to initially so I will leave that in his capable hands. If you post an issue and there is no reply please avoid 'bumping' yourself off our list. Much better to edit your original post. If after 48 hours there is no response then please PM a mod with the link to the post.

      I hope that has explained some of the issues that go hand in hand with providing free support.

      Best wishes

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    #929354

  • Re: SOLVED Waiting on Support Request

    Posted 12 years 3 months ago
    • Hi David,

      Thanks for your well thought out response and I'm sorry for taking up your valuable time when you could be attending to support requests!
      David Goode wrote:
      As soon as a thread gets a response it drops off this list. People who post to their own thread actually remove themselves from that list and their thread can go unnoticed from that point onwards.
      David Goode wrote:
      If you post an issue and there is no reply please avoid 'bumping' yourself off our list. Much better to edit your original post. If after 48 hours there is no response then please PM a mod with the link to the post.
      OK, I shouldn't have bumped my post after two weeks but I knew that creating a new post wouldn't help and didn't know what else to do. Your tip on editing the orignal post is excellent and I will do this in future if there's no response for an extended period.
      David Goode wrote:
      However, I have noticed that many more members are now getting lazy because we have been too supportive at times.
      Yes, I could have done better with this particular request and I usually include all this information. In this case, it was happening on multiple websites on multiple versions of Joomla so I didn't think this would be especially relevant but should still have explained this.
      David Goode wrote:
      Neil, the support is still here, it just has to be spread further while some members get to grips with LESS, CSS, Responsiveness
      OK. I didn't realise how thin you are spread at the moment. This is good to know.
      David Goode wrote:
      I think if you look at some of the posts (and we respond to around 4,000 per month) you will see that technically they are not all problems but a lot are people requesting help with minor customisation tasks, or trying to find where to change things. We help where we can with these requests. When there are actual problems with the templates we get these resolved as quickly as we can, often providing temporary fixes while the downloads are all upgraded.
      David Goode wrote:
      We also get a lot of questions about 3rd party conflicts which we also try to help where we can. Quite a number of the problems that occur often turn out to be down to poorly set up servers on cheap hosting accounts.
      Great! I agree that fixing bugs etc. should be a higher priority than providing customisation advice, helping fix conflicts or trying to compensate for inferior hosting! That's why the lack of response was so annoying for me.
      David Goode wrote:
      But please be aware that your subscription allows you to use templates in accordance with the terms laid down in your membership. Support is not part of that.
      OK. I guess I didn't read the fine print. Sorry for the tantrum! :oops: Obviously though, one of the main reasons RocketTheme has done so well up to now is that the templates and extensions have been adequately supported on these forums. If there was no support at all (whether contractually obliged to supply it or not) then RocketTheme would not be the success it is today.

      Thanks once again for your informative reply and I hope this thread will be useful for others waiting on a response.

      Neil.
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