Member Support
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- NikkiBrate
- Jr. Rocketeer
- Posts: 43
- Thanks: 0
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Good Afternoon -
I am on my third renewal for Rockettheme. I absolutely love the themes. However, I have noticed that when members post questions, there is a very slow response time and many times, the responses are also somewhat sarcastic/harsh to newbies. (If answered at all.)
One of the reasons that I choose to spend my money with Rocketheme is that I love the themes. The other is because of the additional feature of the forums. I like to interact with the communities as they have been very helpful to me.
Is there a quality of service level that is set? If so, please advise so that I can plan my time accordingly.
Respectfully requested,
Nikki - Respectfully,
Nikki
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- JEM
- Preeminent Rocketeer
- Posts: 17917
- Thanks: 4
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Hi NikkiBrate,
Admittedly, I've reviewed only about half of your posts, but from what I've seen, all the moderators that have responded have been very polite and have provided the proper code you need (even if it a bit over normal support) to achieve the results you're looking for without any 'sarcastic/harsh' comments.
If you have some specific examples of this (for your issues, or others) you can PM me with links...
For some, straightforward replies can be interpreted as 'sarcastic/harsh', (I've seen this before) but I really don't know...
We are a template club and provide support for the templates we provide in terms of getting one specific template to function as you wish.
(Excluding conflicts with 3rd party components, which are answered as a courtesy if a particular moderator has the expertise to do so.)
On the other hand, we expect the end user has some basic knowledge of the platform they are working with, and in most cases, with that knowledge they should usually be able to sort 90% of their problems.
Other issues include piggybacking threads, or posting without proper details.
(In the 15 of 34 posts of yours I reviewed, only two had links to live sites.)
If you want good support, follow the support guidelines, this is for Joomla, but it is the same for any other club / platform you are using:
www.rockettheme.com/forum/index.php?f=15&t=36997&rb_v=viewtopic
You can read some Andy's comments about support here:
www.rockettheme.com/forum/index.php?f=15...v=viewtopic&start=15
www.rockettheme.com/forum/index.php?f=15...v=viewtopic&start=30
So, the speed in which you receive a reply is based on:
A) the details you provide in each post
whether the inquiry is specifically related to the template itself
C) if it is porting a feature from one template to the next, which is really not supported as far as support goes, but may be answered if someone has a solution
D) if it involves a 3rd party component for which some moderator has expertise with
In any case, for timely support with in the TOS / support guidelines, posting proper details in your first post is the key.
E.g., if I see your post at 11pm my time, 11am your time (moderators are spread out all over the globe, I happen to be in Japan), and there is no link, then I am forced to ask for one... Then I go to bed. You post a link, and I don't see it for 8 hours.... so you are forced to wait until I see the link the next day.... while if I had the proper details I may have been able to provide a solution within the hour.
Just my 2 cents, HTH - Thanks,
jim
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- NikkiBrate
- Jr. Rocketeer
- Posts: 43
- Thanks: 0
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Thanks for the prompt response, JEM.
You know...I should have been more clear in my post...
I have never felt that my personal responses were anything but professional. It is when I have read through other member posts that I noticed the frustration....and for that, I was taken back. I do understand the need to keep forums on focus though.
I really enjoy the Rockettheme community and, as well, I now follow Rockettheme on the social media avenue....
Keep up the great work.
Respectfully, Nikki - Respectfully,
Nikki
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- JEM
- Preeminent Rocketeer
- Posts: 17917
- Thanks: 4
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Hi Nikki,
Thanks for your response.
In reference to your original post, what I was really looking for when I looked at the threads you’ve posted in were replies to your posts from moderators or team members which may have seemed 'sarcastic/harsh', not your initial or subsequent posts.
(One man’s concise reply is another man’s 'sarcastic/harsh' response. But that is a story for another day...
)
So, in my reply, I was not 'attacking' your posts, because as you have mentioned, they are professional and concise.
(Although most of them did not have the required info for an expedient reply, that’s not a bad thing, just something to keep in mind to speed up resolutions to future issues you may face.)
For me, the main concern was that as a member you were / are being treated fairly and respectfully, and your (template related) issues were / are being dealt with in a timely fashion, and other inquiries if possible to do so, were being addressed as well.
Yes, yes, yes… we get many members posting out of frustration, and that goes back basically to what I said in A-D.
We'll keep doing our best!
Regards,
JEM - Thanks,
jim
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