ROCKETTHEME IS CLOSING ON JUNE 30, 2025. As a thank-you to our community, enjoy 50% off all themes with the promo code THANKYOU before we shut down.
Read our Farewell Blog Post for more details.
Silent Support
-
-
- SonicWorks
- Jr. Rocketeer
- Posts: 34
- Thanks: 0
-
Hi,
I've been trying to find out if there is a bug in the RokNavMenu Joomla 1.7 (Extended Link Query) or it's me that's doing something wrong.
I found this dated Aug 18th 2011
www.rockettheme.com/forum/index.php?f=20...41006&rb_v=viewtopic - no answer from Rockttheme team
I have since posted another 2 questions in the
RokNavMenu Section
www.rockettheme.com/forum/index.php?f=20...45730&rb_v=viewtopic
and the Omnicron section
www.rockettheme.com/forum/index.php?f=40...45850&rb_v=viewtopic
I have also send an email to RocketTheme and sent a priviate message. I have not had one reply. It's been 2 months since the issue was raised and well over a week since I have tried to find an answer.
Am I posting in the wrong places?
-
-
-
- CMYKreative
- Elite Rocketeer
- Posts: 706
- Thanks: 15
-
Whilst "Support" can occasionally miss some postings, on the whole the support here at RT is excellent, both by the Support staff and by all the community members. If there hasn't been any resolution to your issue, try PM'ing a Mod directly, they are always glad to help based on my experiences.
As an aside, if you think it's bad here, try it over at Gavick . . . it's a joke. - CMYKreative : Graphic Design , Web Design , Printing , Banner Ads , Branding and more.
-
-
-
- Espaço Automotivo
- Sr. Rocketeer
- Posts: 105
- Thanks: 0
-
Let me take this opportunity:
Sometimes we need a quick reply and it just doesn't happen. We rely on the RT support to help us and to give a quick solution for our clients. Before I post any question here, I take hours searching and trying to figure out what to do, just after taking this long way that I use here as my last resource - but sometimes it is frustrating how long some questions take for to be answered. And some answers are so vague that keeps you wondering. I don't wanna feel that is just a waste of time to write so much, with all data you requested in your rules for posting, and at the end receive silence.
What SOME RT team members have to really understand (really) is that what is obvious for some people, it's not so obvious for others, and it doesn't matter how much you know or how long you have been dealing with it, it will become a day that you will end up clueless. It's just a question of searching in the wrong place. Also, SOME RT team members have to understand (again, really understand) that they do not know what people gone (or is going) through before posting questions here.
I've seen many answers where the repliers suggest that the poster didn't take time to search, or that they should search harder. Everything I know related to information technology I've learned by myself or by someone else's experience and I don't like that people assume that I am comming here by the easy way, when it's not.
Finally, RT should take complains and suggestions like this one as a good thing, do not get offended by this (it is not the intention nor to generate controversy). It's your client's view - I consider my clients' view very importante, so I expect you have the same conduct. Please, don't get wrong. RT is great, and feedbacks like this are to make it even greater. It's not just me that have questions unanswered and that's why I am worried. Also, it's not just me that is complaining about it. Again, have to be fair to say that not everyone has complains related to the support replies.
All this talking is because I see perfection here, There are other sites that offer the same product as RT, and I've been to some of them, but the quality of the products here is amazing. Other sites may not have the "amaziness" of RT, but the support speed is better (it's a fact). I'll be a Developer Member as soon as my regular membership expires, but I wanna have a certain comfort to know that if I need some help, that it will not take one week to get an answer (at least an answer, I don't even mean the solution). Currently, I have a question posted here for more than 6 days and for me it is important, I also have to be fair that some other questions were answered relatively fast, and one was really fast (today).
I hope you take it as positive as possible. Because that is the intention. And you can count on me to help, 'cause I do.
Regards. - Last Edit: 13 years 7 months ago by Espaço Automotivo.
-
-
-
- Henning
- Preeminent Rocketeer
- Posts: 29363
- Thanks: 956
- Volunteer
-
Thanks for the feedback (good and bad) ...
Arifin answered in one of the mentioned threads.
www.rockettheme.com/forum/index.php?f=40..._v=viewtopic#p723838
-
-
-
- David Goode
- Preeminent Rocketeer
- Posts: 17058
- Thanks: 890
- Web Designer and Host
-
Hi there,
Some good comments and points raised. I feel it is worth noting that we do indeed take many comments and feedback onboard. :cheesy:
I think it says a lot about RocketTheme in that we delete very few posts from the forums, just the really offensive ones. Critics get to post and those posts get read.
Another consideration is that while some individuals do search as best they can for a solution we do have many that don't bother. For some members it easier to keep asking a stream of questions than to work things out for themselves. Almost getting the mod team to build a website by proxy!
It will always be a balance between answering posts quickly and providing answers that people can understand and implement.
Thanks for your input.
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
-
-
-
- Macmaster
- Jr. Rocketeer
- Posts: 47
- Thanks: 0
-
I would also like to add to this if I may?
As a new subscriber, I was really dissapointed that the first question I asked here went completely ignored and never got a reply from an RT member.
Further more, after a frustrating 7 days of silence from RT, I posted another thread with a title asking politly for support on the original thread - this too was ignored.
I choose RT for a number of reasons, including that I had a good experience with a RT site developed for me a few years ago and the quality of the extensions - you guys really know what you are doing here.
However, just ignoring your customers, (whatever the reason), leaves the customer very frustrated, feeling short changed and at worse, considering other options.
The last thing any company wants is a reputation that their products are good, but the service is poor. Just counting the very significant number of ignored posts on here is astonishing. Only a week or two ago, someone posted to say that five of there threads were ignored.
This isn't meant to be a bashing of RT - I wouldn't have joined if I didn't think RT were a good company. It's just that attentive support seems to be somewhat lacking and it leaves you with nowhere else to go, since RT do not offer any other way of getting help.
Just my thoughts and I hope along with Espaço's and SonicWorks's sentiments are considered.
-
-
-
- SonicWorks
- Jr. Rocketeer
- Posts: 34
- Thanks: 0
-
Something that may help me would be a know bugs list (is there one already that I don't know about?).
I have been trying to get support with 2 issues for a couple of weeks that seem to effect all templates on Joomla 1.7.
1) ExtendedLinks option missing in menus
2) Third Party styling option missing in Template settings.
I have spent 2 days testing various options and reinstalling templates. I have tried numorous times to contact support but still havn't received an answer.
If there was a bugs list I could search that before spending hours looking at my setup and wondering what I'm doing wrong. If there was a status to those known and customer submitted bugs that would also probably ease questions to support. If I knew that the missing ExtendedLink option was a bug and not me that would save me hours, it would also negate the need to contact support for confirmation, I would also know when it maybe fixed. This could save alot of time for us customers and support staff.
Also..
pleeease can someone give me an answer to my 2 issues, even if it is just a 'yes they are issues with the current templates and Joomla 1.7 so it's not your specific setup so don't spend more wasted hours on trying to fix it'
Thanks
-
-
-
- Henning
- Preeminent Rocketeer
- Posts: 29363
- Thanks: 956
- Volunteer
-
Hi Sonic,
sorry for the trouble.
1.) Arifin opened a ticket for that (ExtendedLinks) and afaik Steph is looking into that.
2.) Not sure about thta one ... I will try to contact James S. and see what I can find.
-
-
-
- David Goode
- Preeminent Rocketeer
- Posts: 17058
- Thanks: 890
- Web Designer and Host
-
Hi SonicWorks,
Not all templates have third party styling. Which template are you referring to?
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
-
Time to create page: 0.108 seconds