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How does one get help??
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- Always the Sun
- Newbie
- Posts: 11
- Thanks: 0
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As the subject states, How does one go about getting some help over here??
Oh I know! ... post in the forum and some RocketTheme guru will respond with a professional answer and make everything work again. Well I did just that. Instead of a solution I got left with a website that was a complete mess because not only did the RocketTheme pro not fix the problem he failed to return the site to its original state and because of timezones I couldn't get to fix the mess until the next day! MY CLIENT WAS PISSED! Thank-you RocketTheme.
Another option is to send a message directly to RocketTheme. I did. About 2 weeks now and not even a peep. I guess ignoring the problem may make it go away. Wrong. I generally don't mind this if it is a forum supporting an opensource application of some sort, I mean opensource is usually all volunteers right? and that's totally fine by me and to some extent am prepared to wait for an answer. But what does one do when they pay for something and are treated like they are on an opensource platform? That's just not right. In fact I would even go as far as calling that theft. You take our money and then not even give us a working product. An when we ask for your help you mess up our site and then go silent never to be heard from again.
I have been recommending clients of mine use Rockettheme since Joomla split from Mambo (yes I am an old dog). I cannot do that anymore. It seems making a templates for multiple platforms means they can no longer create a decent working template for one. Way to go guys.
I also hope you have the integrity to leave this post up so people know what they are getting into when they give you money for a non functioning template. I ask you reimburse this account for failing to deliver a template that works as it should. If I am to be frustrated over a template and piss off my clients may as well be one they don't have to pay for.
Sincerely,
A former client and supporter of yours.
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- Ben Simon
- Elite Rocketeer
- Posts: 4301
- Thanks: 8
- Full-time web developer
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Hello,
I'm sorry to hear about your trouble. I can understand how frustrating it is not receiving support when you need it most. Faithful members of RT should be taken care of. I don't know all the circumstances but I wanted to help if you are still experiencing problems.
I noticed that your Join Date was earlier this year. Did you use a different account to access RT before this one? - B
e courteous to staff and members that volunteer their time helping you
E ssential Tool - FireBug
N ever assume I know what version you're talking about
S earch the forum for a solution first
I nclude a link to the problem
M ark your resolved issues as [SOLVED]
O nly PM moderators if they request it first
N o...
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- David Goode
- Preeminent Rocketeer
- Posts: 17058
- Thanks: 890
- Web Designer and Host
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Hi there,Always the Sun wrote:
As the subject states, How does one go about getting some help over here??Checked your posts and you did post in the forum on Tuesday 11th October at 6:11pm. Another member responded 7 minutes later and one of the development team responded 62 minutes after your original post. This is a pretty good response time in anyones books.
Oh I know! ... post in the forum and some RocketTheme guru will respond with a professional answer and make everything work again. Well I did just that. Instead of a solution I got left with a website that was a complete mess because not only did the RocketTheme pro not fix the problem he failed to return the site to its original state and because of timezones I couldn't get to fix the mess until the next day! MY CLIENT WAS PISSED! Thank-you RocketTheme.
Time zones can be a pain when trying to resolve issues
This is why we have moderators based around the globe, to try and minimise issues. Unfortunately there will be occassions when the best qualified person to deal with a problem may not be in your time zone.
Even so the response rates to your posts have been consistently good...
Tues 11th Oct 6:11pm - Your first post
Tues 11th Oct 6:18pm - Member response
Tues 11th Oct 7:13pm - RocketTheme response
Wed 12th Oct 1:01pm - You post again
Wed 12th Oct 5:43pm - RocketTheme respond
Wed12th Oct 9:35pm - You post again
Wed 12th Oct 10:28pm - RocketTheme respond
Fri 14th Oct 6:35pm - You post again
Sat 15th Oct 3:23am - RocketTheme respond
Sat 15th Oct 8:10pm - you post again
You mention that one of the team caused a problem with the site and there was a delay in restoring the site due to time zones. Whenever I need to upgrade or change a client site I create a clone so I can see if anything will break BEFORE I apply changes. That way my client site is always up until I know that the changes will be completed correctly. Even something as simple as a Joomla upgrade is recommended by Joomla to be carried out on a non-production (e.g. not live) site.
I apologise on behalf of RocketTheme if one of our team left your site compromised, but this is not our usual style of operation. I trust you made it clear that we were working on a live site?
Always the Sun wrote:Another option is to send a message directly to RocketTheme. I did. About 2 weeks now and not even a peep. I guess ignoring the problem may make it go away. Wrong.The emails direct to RT are accessible to limited RocketTheme staff and these tend to be queries about membership issues and access problems. They can be delayed depending on volume of direct emails. Not ideal but this is why we encourage use of the forum.
Always the Sun wrote:I generally don't mind this if it is a forum supporting an opensource application of some sort, I mean opensource is usually all volunteers right? and that's totally fine by me and to some extent am prepared to wait for an answer. But what does one do when they pay for something and are treated like they are on an opensource platform? That's just not right. In fact I would even go as far as calling that theft. You take our money and then not even give us a working product. An when we ask for your help you mess up our site and then go silent never to be heard from again.Your membership fee entitles you to use any of the RocketTheme products within the scope of the limitations of your membership level. It also gives you access to the forum associated with your membership. We give as much support as we can to all of our members but that is not the same as a Service Level Agreement as adopted by some support operations.
Always the Sun wrote:I have been recommending clients of mine use Rockettheme since Joomla split from Mambo (yes I am an old dog). I cannot do that anymore. It seems making a templates for multiple platforms means they can no longer create a decent working template for one. Way to go guys.I think that our demos show that our templates work correctly in the majority of browsers, whether that is Joomla, Wordpress, Drupal, PHPBB3 or Magento. As with all products there will be some problems, hence version releases. Add to that the complexity caused when third party extensions are added and then there will be further problems. In most cases we work with our members to find a solution.
Always the Sun wrote:I also hope you have the integrity to leave this post up so people know what they are getting into when they give you money for a non functioning template. I ask you reimburse this account for failing to deliver a template that works as it should.We usually only remove those posts that are offensive or abusive as we have nothing to hide. With over 45,000 members there will always be some who are unhappy with their experience. That is just a fact of life. For the few disgruntled members we have thousands more who are happy with their purchase.
The template does function. The RokGallery product has been updated since it was released with that template. RokNavMenu is also being updated as mentioned in one of the responses to your posts.
You acknowledged the problem occured when you added multi-language support. We cannot be expected to test every template with every 3rd party extension to see if something will break. In this case the language extension and the RokNavMenu extension created some clashes and highlighted a problem we have tried to resolve with you.
At this point I am unsure of the status of your problem as there was no further reply to your last post. I did visit the site and all appears to be working. Can you update us on the status please?
Always the Sun wrote:If I am to be frustrated over a template and piss off my clients may as well be one they don't have to pay for.As for your comment about pissing off your clients, perhaps if you use my approach of a clone site you will avoid this problem, regardless of what template you choose to use.
Sincerely,
A former client and supporter of yours.
I have forwarded this information to the relevant person regarding your request for a refund.
Best wishes
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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- Adamck
- Elite Rocketeer
- Posts: 546
- Thanks: 2
- Web Developer, IT Assistant, Graphics design, App Developer
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C'mon dude you pay $90 for 3 templates ($30/template) and 365 days of forum access for resolving issues within RT templates.
What more could you ask for? Its very well priced and the support you get here might not be immediate but its generally very useful help, not only that but you get answers for all kinds of issues regarding websites including lots of non RT stuff
I rarely need to ask for tons of help with getting a RT template up and running, this is not just because i understand PHP, Joomla, CSS, Javascript etc... its due to the fact that i will try and fix the issue myself, google for answers and search the forum first.
Asking for an issue to be fixed on RT forums is a last resort when im 90% sure its something RT built causing the issue, or its an issue i cant find or fix without a deep knowledge of Gantry etc...
I personally think you get a lot of bang for your buck here at RT and i think the support on here (From RT Gurus and forum members) is great!
Think of the man hours that go into these templates, all the testing and ideas that get thrown in, and a release every month for ~$30 per user per template.
Personally i couldnt justify the man hours in making a template/website of that quality for that cost, which is why im here using these themes, modifying them for my needs and getting paid for it
You say your an old dog whos been using RT since mambo split from Joomla, yet you only joined the forums a couple of weeks ago, which tells me you must have had a great experience with RT and had no previous issues with RT templates for years!!
And in regards to your client being pissed...
Rule no.1 ALWAYS back up with akeeba
Rule no.2 Dont build websites for clients fully relying on someone else's code/templates that you cannot fix yourself.
Rule no.3 Dont blame other people for your clients upset, YOU are providing him a service and RT are providing YOU with a service. - Kiss my RSS
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- Always the Sun
- Newbie
- Posts: 11
- Thanks: 0
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I am not here to rant. I am here because a paying customer is not getting what they paid for and support has been lacking. I want to continue telling people to use these templates but I will have a hard time doing that if I have to resort to this kind of post to get a reaction from Rockettheme.
I used the proper channels to post the problem and did get someone to look at and even identify the problem. But that's it. No solution nor even a courtesy email saying we are looking at this as it may be a bug in one of our extensions. Nothing! THAT is the problem. No follow-up. It makes clients feel like they've been duped. I found myself apologizing to my client for having recommended RT with praise.
I have had over the years several RT accounts under my company and sometimes used my available license's for clients' domains. I now tell them to register directly, hence why I am using this account. It is easier for both parties this way and even makes more money for RT. And Adamck, if you think that the cost of $30, $60 or $90 is enough to justify NOT getting a decent product or suppoort for it then you need a reality check. David said there are about 45000 members. Do the math. And, you cannot compare the time it takes RT to put out a template to what it would take an individual like you or me to do the same. That's just silly given they have the expertise and internal structure to do that over and over again.
But on to more important things, the reason for this post:
Yes Ben, the problem still remains and we would appreciate your help. There is an obvious problem with RokNavMenu and RokGallery, two very popular extensions consistently used by RT in their templates. The problem, as I may have initially suggested, does not appear to be related to multiple languages. I thought the different URL's may be causing some scripts not to load but that does not seem to be the case. All we do resolve is NOT use the fusion menu (any variant of it) and the gallery works again. Djamil identified the problem but left it at that. A newly registered member suggested something but that just broke it further. We know it hs to do with the way or order that the various scripts are being loaded.
I will PM the user/pass if anyone wants to take a look at this.
Thanks for your help!
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- Ben Simon
- Elite Rocketeer
- Posts: 4301
- Thanks: 8
- Full-time web developer
- Please send login credentials to me. I'll see what I can do.
- B
e courteous to staff and members that volunteer their time helping you
E ssential Tool - FireBug
N ever assume I know what version you're talking about
S earch the forum for a solution first
I nclude a link to the problem
M ark your resolved issues as [SOLVED]
O nly PM moderators if they request it first
N o...
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- Ben Simon
- Elite Rocketeer
- Posts: 4301
- Thanks: 8
- Full-time web developer
- Just so everyone is up to date on the situation. I came to the same conclusion as other Mod's who have looked at the webpage. We might have found a solution but we'll wait until Always the Sun has a backup then we'll try it. It's unclear if the missing fussion.js reference is unique to Always the Sun's RokNavMenu install or not. Regardless, our first priority is getting it functioning correctly.
- B
e courteous to staff and members that volunteer their time helping you
E ssential Tool - FireBug
N ever assume I know what version you're talking about
S earch the forum for a solution first
I nclude a link to the problem
M ark your resolved issues as [SOLVED]
O nly PM moderators if they request it first
N o...
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- Ben Simon
- Elite Rocketeer
- Posts: 4301
- Thanks: 8
- Full-time web developer
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Always the Sun,
Thank you for being so patient. Just let me know when you're backed up and we can try the solution on the backup. If it works we'll do the same on your live site. - B
e courteous to staff and members that volunteer their time helping you
E ssential Tool - FireBug
N ever assume I know what version you're talking about
S earch the forum for a solution first
I nclude a link to the problem
M ark your resolved issues as [SOLVED]
O nly PM moderators if they request it first
N o...
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- Stephanie Schmidt
- Sr. Rocketeer
- Posts: 131
- Thanks: 0
- Developer
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Hi there,
There is a js issue with roknavmenu that is causing a snowball effect and breaking RokGallery, I did look at your site personally, and responded to your post here: www.rockettheme.com/forum/index.php?f=52..._v=viewtopic#p727574
I have a fix for you, it will have to be added to Gantry, but here is the line that needs changed in the meantime.
libraries/gantry/core/gantry.class.php
line 954 find:
$this->_scripts[$full_path] = $check_url_path;
and replace with:
if(!defined('GANTRY_FINALIZED')){
$this->_scripts[$check_path] = $check_url_path;
}else{
$this->document->addScript($check_url_path);
} - Regards,
Stephanie
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- Ben Simon
- Elite Rocketeer
- Posts: 4301
- Thanks: 8
- Full-time web developer
- Thank you for your help Stephanie.
- B
e courteous to staff and members that volunteer their time helping you
E ssential Tool - FireBug
N ever assume I know what version you're talking about
S earch the forum for a solution first
I nclude a link to the problem
M ark your resolved issues as [SOLVED]
O nly PM moderators if they request it first
N o...
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