Expectations of how posts get responded to, or NOT.
-
-
- Bruce Michael
- Rocketeer
- Posts: 88
- Thanks: 0
-
Hi -
I totally understand that not every forum question will be considered something that Rockettheme has to support, or get to. But I notice a lot of posts that just don't have answers, even from a long time ago. And lately for me too. I am wondering if you could explain the process, what is and isn't supportable, and what we as clients should expect. Don't get me wrong, I consider RT the best. Hands down. So I am not complaining per say. But understanding what I can expect would be incredibly helpful.
Thank you!
Bruce
Examples:
This one I already solved, but didn't get a response for days now.
www.rockettheme.com/forum/index.php?f=34...89653&rb_v=viewtopic
This is a add on question to a solved thread. Do solved threads get revisited if new questions arise?
www.rockettheme.com/forum/index.php?f=67...80263&rb_v=viewtopic
-
-
-
- Bruce Michael
- Rocketeer
- Posts: 88
- Thanks: 0
-
Hi David -
You have certainly replied to my posts in the past, and I have seen your face on this forum more than a little. So I do appreciate the time it took to write this. I think it is important for members to understand, and of course it makes perfect sense!
Still, RT templates are probably very easy for you, but they can be tricky because of the intense amount of flexibility in them, as well as all the new features that seem to be added in ever new template. Frankly, I think it's amazing. But, it is also hard to keep up with, When we are using them for a client project, and running into an issue, timing is important. The forum is our only source except for premium support at $75 an incident. From my perspective, the premium support idea is great, but darn pricey on smaller incidents. Most website design projects are not high dollar jobs, and the vast majority of posts that at least I need help with are CSS related, not knowing where to find something, etc. Hard to justify $75 for that in a lean project.
May I offer something to consider? I have been a long time member of RT. I would have been willing to pay more for support. For example, offer a $200/yr, 24 hour response support package up to a certain amount of incidents, rather than just a pricey 2 hour package. There should be a happy medium. That way we as members have some options to choose from. And if the issue that is listed is too big to deal with within that package, let members know that some issues will have to fall within premium support.
I can only speak for me, but I think everyone should get paid for their work. And RT is so amazingly good at what you do, there should be limited free rides. But, if there are not too many options, then you are creating some frustration on the member side, when a simple requests takes days to hear back, or not at all.
Just my opinion, there might be a better way.
Bruce
-
-
-
- GhostOfWolf
- Jr. Rocketeer
- Posts: 20
- Thanks: 0
-
As a new member, i cannot really comment on past events, but i have to be totally honest, not one of my posts has even been acknowledged and im quite surprised by this. As a new user of RT and very little graphics knowledge i was over-whelmed when it came to editing/installing one of your themes. Ive had to purchase additional software to edit the themes and because of a few little bugs (and not having the coding knowledge to sort it out) - it's taken 8 different themes and 4days to eventually get something working for my needs - this obviously not the fault of RT (my lack of experience certainly played a huge part) - but my point is - even with searching, i couldn't locate any problems/solutions that would help me - so what should i do in a support situation? Ive posted my questions in the forums - no answer, ive emailed support - no answer, i go elsewhere for advice - im told to ask the theme designers - no answer. For someone like me who doesn't have the knowledge first hand i need the support - if only a little, i need/require some.
I totally understand the support situation, but i personally think that 10+ days (as ive seen with a couple of threads) without even so much as a reply from a mod is a little disappointing - surely the support can be stretched a little further than leaving someone hanging on for 10-15days with no reply?
I absolutely love RT and my setting up of a new site, gave me the push to join up - you were my first choice for themes and despite everything i will be joining the wordpress club at some point.
The work you guys do is amazing - my only gripe is the support on the forum side is a little lacking and rather frustrating for a new member like myself.....
I have to agree with Bruce - there has to be more support solutions available not only for the developers, but also for the small website owners like myself who would never be able to afford $75 per issue.....therefore would forever be at the bottom of the very large pile!!!!
-
-
-
- David Goode
- Preeminent Rocketeer
- Posts: 17058
- Thanks: 890
- Web Designer and Host
-
Hi GhostOfWolf,
Welcome to the club
The phpBB3 forum has fewer mods as it gets fewer queries than the Joomla club. I have checked your 3 posts and responded to them.
www.rockettheme.com/forum/index.php?f=15...89813&rb_v=viewtopic
www.rockettheme.com/forum/index.php?f=17...89963&rb_v=viewtopic
www.rockettheme.com/forum/index.php?f=60...89636&rb_v=viewtopic
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
-
-
-
- GhostOfWolf
- Jr. Rocketeer
- Posts: 20
- Thanks: 0
-
Thanks for the reply david
ive just checked your replies - greatly appreciated - let's see how long my other 2 phpbb theme related topics take to get answered
-
-
-
- sbrant
- Hero Rocketeer
- Posts: 316
- Thanks: 0
-
This is a great post. Thank you David. I've been a member for a lot of years now and I too have often had trouble getting help.
While my personal opinion is that any product should come with some sort of support the purchaser can count on, I am a realist and understand the limitations that effect a system like that such as pricing and availability. Have RT thought about a premium support option that is term based instead of event? Say, an extra $100 for a year of answers? I believe this is how JCE functions.
I have several posts unsolved - and several with started solutions that just get dropped. These I find especially frustrating. Luckily I have found work arounds for many of these open items which allowed me to stop banging my head against RT's wall. A very good example of this is this post:
www.rockettheme.com/forum/index.php?f=61..._v=viewtopic#p823368
I was told someone would take a look one Dec. #, 2012. I never heard back.
My solution was to simply increase the quantity of listings - bypassing the need for pagination. But still, its not a fix. Luckily, my clients site is flexible enough to visually support the extra listings.
Currently, I have an open item posted first on Feb 15 and again in a different forum on the 18. It seems that there should be a simple answer to the question - even if that answer is "Can't be done yet". At least I could then stop checking in for an answer.
-
-
-
- Niels Binder
- Hero Rocketeer
- Posts: 255
- Thanks: 5
- I also think its a very good idea to add more support plans which are not that pricey and give a somewhat response time with it.
-
-
-
- Karen Dunne
- Hero Rocketeer
- Posts: 441
- Thanks: 4
- Principal at Maven Design Studio
-
David, thank you for the summary. I am a few months into RL and want to continue developing my web business with you guys (I'm migrating from print design to web). It's been a great experience so far. My questions have been answered well and it has really helped me get underway. There are a few questions that had initial answers but then fell away, and I can understand why based on your explanation...they probably required more digging.
If RL is considering how they set up their support structure, I just wanted to comment that I would favor a premium support type of package as Bruce mentioned, rather than the per incident.
Cheers,
Karen
-
-
-
- caseyprinting
- Rocketeer
- Posts: 51
- Thanks: 1
-
Hi David,
Thanks for a very straightforward and sensible answer to a question I'm sure is on the minds of many of the RT members who visit these forums. Gantry based themes have a level of complexity to them that can certainly be frustrating at times, particularly in time-sensitive applications (e.g. the customer's been waiting for their site to be built). For the price of membership I think what you get is more than a great bargain, but the rub is that if something goes wrong as a result of Gantry, this is the only place stacked with professionals familiar enough with the product to lend a hand. Also, when you've already spent several hours of your own time trying to figure it out on your own, there's a disproportionate level of frustration that sometimes bleeds over into this forum that is often times completely unfair to the moderators trying their best to help out the folks here. I've been a perpetrator of this behavioral fallacy myself a few times, and for that I do apologize. I've always liked the idea of additional paid support, but I completely agree that keeping the price point reasonable for those who don't require it is logical and highly appreciated by yours truly.
In summary, keep up the good work, and next time I have a problem I would like to share with you, I'll try to remember to give myself a time-out first.
best regards,
Brian Coale
-
-
-
- Chris Javier
- Rocketeer
- Posts: 60
- Thanks: 0
-
I've complained so many times about unanswered posts.
Yes, I am angry, but do I understand? Of course.
As a dev, it's just frustrating, especially when Rok extensions don't work as they should. I hate having to use free alternatives, there are a lot out there... but I'd much rather use Rok Extensions for the fact it's what I paid my money to use. I've been extremely loyal to this company.
I love and support this service I just really detest the wait times. I understand it would be nice to crowdsource support but in an environment like this, it just doesn't work. You can't expect the people who pay you for service and products to solve problems among themselves. It may work here and there, but certainly not frequently, even with a large community. Fact is, people come here to get their problems solved, not solve others' problems.
I'm sorry for raging across forum posts about lack of answers but there really is NOBODY else that can really help for Rok products.
-
Time to create page: 0.096 seconds