template support not as good as it was
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- donkeymusic
- Elite Rocketeer
- Posts: 941
- Thanks: 0
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Hello,
Has the level of template support reduced over the year, since returning, the amount of reponses to posts seems vey limited especially when asking a template specific question.
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- David Goode
- Preeminent Rocketeer
- Posts: 17058
- Thanks: 890
- Web Designer and Host
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Hi there,
Having been a member of RT for a number of years and now recently added to the mod team I can honestly say that the level of support is still very high and we get a substantial number of members thanking us for our support.
In some ways that can create a rod for own backs as our members expect that level of service all the time. Unfortunately there are times when the mods are dealing with bigger issues and they can't always get to the new posts as quickly as they would like.
Here are just few things that prevent us from responding to all requests as fast as we would like...
Missing Links
There are a large number of members who post a question with a specific request but then fail to provide a link so we can see their problem. Quite often the information we need to provide will be dependant upon providing the correct line of code to change, specifically by line number. If a member has already made changes to their css then their numbering will be different to the demo. I know I have made more than my fair share of mistakes by 'correcting' the wrong piece of code
Poor Descriptions/questions
We know that English is not native to some of our members and after translation the question can still be hard to understand. This means we get involved in several posts, backwards and forwards, asking for information. Yet if a picture was posted initially to show what is required we could speed this up.
The Easy Option
Because we see some of the questions and problems more frequently than individual members we can often answer quite quickly. Unfortunately this has resulted in some members not even checking the stickied posts or the Solved boards. As a result we have to find the answer for them.
Bumping Topics
As moderators we try and get through new posts as quickly as we can and work through unanswered posts and then check the other boards. We have a link for unanswered posts so people who 'bump' their post by posting again, automatically remove themselves from the unanswered list. This means they may not get a response until we are looking through the board they posted on.
All of the above issues take up moderator time and with just a little effort from some members we could probably get through more posts in a quicker time frame.
And for a lot of queries many members could resolve their own issues by looking at some of the tools we mods use - Firefox + Firebug - IE and Safari have F12 for developer information.
The mods and development team at RocketTheme are always trying to help where we can, and if we can see ways to improve then we will investigate them.
In the mean time we will do our best to answer as many posts as we can as accurately as we can based on individual circumstances.
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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- NZD - Jonathan
- Hero Rocketeer
- Posts: 436
- Thanks: 0
- CEO, NZD Securities
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I believe this site support is great, absolutely the paid ones.
That's why im supporting the community aswell with my skills.
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- donkeymusic
- Elite Rocketeer
- Posts: 941
- Thanks: 0
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i do too think the site is excellent, hence me returning.
Just that i recalled in the past that the support was a lot more responsive than recently. I know people are busy and i appreciate the support.
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- donkeymusic
- Elite Rocketeer
- Posts: 941
- Thanks: 0
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Have received some excellent responses to my questions on the forum.
thanks
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- JEM
- Preeminent Rocketeer
- Posts: 17917
- Thanks: 4
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Hey, DM!
Long time no see...
Just want to add a few points to Dave's for you and anyone else that views this.
The Holy Grail for support:
www.rockettheme.com/forum/index.php?f=15&t=36997&rb_v=viewtopic
REALLY! The key is getting a live link to a site in your first unanswered post.
(Along with as much info as possible. In addition to a link, annotated screen shots are helpful.)
Not providing one forces us into asking for one which is the same as bumping your own post.
I.e., when a moderator has to ask for a link, your question gets knocked out of the queue.
This can lead to other problems in getting your topic solved quickly; always, posting in the proper place with the proper information increases the chance the right mod will pick up on your post:
www.rockettheme.com/forum/index.php?f=15&t=61767&rb_v=viewtopic
A link to a live site is best, if you don't want to post a link, create a dev site.
www.rockettheme.com/forum/index.php?f=15&t=61747&rb_v=viewtopic
Instructions for XAMMP:
www.rockettheme.com/forum/index.php?f=15&t=61746&rb_v=viewtopic
When you provide a link, make sure compression is turned off!
FireBug is a powerful tool, but we can't give you file and line numbers with it turned on.
We take a look at the site, then have to come back and ask you to turn it off, only delaying us with providing you with a resolution.
Don't make the mods work too hard to help.
Posts:
1. Member: My custom logo doesn't fit in header-a (screen shot attached)
2. Mod: Please give us a link so we can check it out.
3. Member: No, make your own logo an publish it there on your own site.
(All of us have each template on localhost or on testing servers, so not too tough... )
4. Mod: Could you tell me the dimensions of the logo you are using?
5. Member 960x240. Why is this so difficult?
(Mod has to create a dummy 960x240 logo and test it.)
6. Mod: Optimal size for an image published there is 910, height is not a problem, add 'flush' as the Module Class Suffix, should center just fine with no additional changes to css files.
(Of course that is on my test server, not your live or soon to be live site.)
Moral: (A) This could have been solved by the moderator in the first reply if proper details were given in the first post. Instead, it took six posts to resolve. Along with that the moderator had to create a logo, publish it, and then check out why it wasn't displaying properly. This is really a simple example, something like this would take 10-20 minutes as opposed to 2 minutes with a link. But this takes a moderator away from the forum and answering your post! Many many times, I've seen members instead of posting a link, to ask moderators to recreate issues that take hours. Again, to resolve one difficult issue with out a link or proper details takes us away from the forum where we should be. ( Be fair to the moderators and the community, follow the support guidelines, then everyone will be happy.
Believe it on not, moderators are human! Not to mention we live all over the world in different time zones than you and have 'real jobs'. Mods are not full time employees for RT, we each spend several hours a day on the boards but we have to work, eat, and sleep. If just before bed and shutting down the computer, one of us asks for a link (which should have been provided in the first place), please don't get cranky because we didn't answer within the hour.
Poor Descriptions/questions
We know that English is not native to some of our members and after translation the question can still be hard to understand. This means we get involved in several posts, backwards and forwards, asking for information. Yet if a picture was posted initially to show what is required we could speed this up.
Yes, yes, screenies are important!
As I mentioned, screen shots are no replacement for a live link, but a powerful addition to your posts.
(I'm an American living in Japan - so everything I do on a daily basis has to be in Japanese - so I know how it feels to try to get support in a non-native language.)
Anyway, DM, this particular reply is in no way aimed at you (it's always been a pleasure working with you), but with the title of the thread, I'm sure many members and newbies will be taking a peek.
I really don't think RT has 'dropped the ball' with support.
IMHO, it's as strong as ever.
Also, IMHO, if more members complied with the basic guidelines for support, RT support could be even better, with moderators focusing on issues instead of having to ask for links or other issues mentioned in this reply.
Cheers!! - Thanks,
jim
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