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ROCKETTHEME SUPPORT IS FAR FROM SUFFICIENT
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- Corey Anders
- Hero Rocketeer
- Posts: 318
- Thanks: 0
- I just wanted to write a post letting people know that this forum is no longer adequate as a true support replacement. THE MOST LIKELY SCENARIO IS THAT YOUR QUESTION WILL NOT BE ANSWERED FOR WEEKS IF EVER!!! Not everyone can afford to sit around for weeks waiting on a response with a site that is not working. I understand that RocketTheme has chosen to say screw it when it comes to supporting their products and thus as a replacement for true support, they have built this forum. However, the majority of posts never get answered. Of course I realize that someone will make the argument that the template membership is so cheap that it more than makes up for poor support but I have to disagree. The problem is not poor support. The problem is a complete lack of support. I can't afford to site around for days or weeks just hoping that someone will be nice enough to assist me while my site is broken. I guess I was expecting a modicum of professionalism from RocktTheme but I realize that I was wrong. If someone is reading this wondering if you should join RocketTheme because of their nice templates, I would advise that although the templates are nice, the complete lack of support makes the nice templates a moot point. At this point, I am considering abandoning RocketTheme altogether (because I can't get it working and can't get any help) and moving on to joomlaxtc.com, joomlashack, joomlaart, or one of the other companies that at least offer support verses taking the lazy way out and just banking on users helping other users. This forum is a testament that the users helping users approach will not work. I am very disappointed by the lack of professionalism here at RocketTheme. This is not what I expected.
- Last Edit: 13 years 5 months ago by Corey Anders.
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- Myron Vierra
- Newbie
- Posts: 5
- Thanks: 0
- That is my impression as well. Support...right!
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- DogStar
- Jr. Rocketeer
- Posts: 29
- Thanks: 0
- I just signed up and posted a topic under the Zephyr phpBB3 forum, and as far as I can tell, after a two days it hasn't even been read by anyone. I paid for a year membership! Was this a mistake?
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- DogStar
- Jr. Rocketeer
- Posts: 29
- Thanks: 0
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DogStar wrote:
I just signed up and posted a topic under the Zephyr phpBB3 forum, and as far as I can tell, after a two days it hasn't even been read by anyone. I paid for a year membership! Was this a mistake?
Well I'm sorry for posting in this section for support I need in the phpBB3 Zephyr section, but there has been no views even on my post there for two days and I need to get this sorted out. Please, could someone reply?
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- Henning
- Preeminent Rocketeer
- Posts: 29363
- Thanks: 956
- Volunteer
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Perhaps because it is a WEEKEND?
You have an answer to your first post and just added another over the weekend ...
Sorry that we are not 24/7 at your service. I don't get what your post is about.
I'm sure somebody looks at it on monday.
And please ... post a link ...
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- Corey Anders
- Hero Rocketeer
- Posts: 318
- Thanks: 0
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@Henning,
I assure you that the reason that my posts were never answered was not because it was a weekend. Some of my posts went unanswered for weeks and others were NEVER answered until I wrote a post talking about how bad support was at RocketTheme. I just posted another problem I am having and cannot wait to see how long it takes to get a reply. The problem is that we developers buy these templates to build sites for clients and those clients are the ones that keep coming back to us asking "Why is the site still broken. It has been over a week and none of the problems have been fixed." and telling them "Well I am having to wait until someone notices my post AND is kind enough to help me solve my problem that KNOWS how to solve the problem." As you can imagine, it doesn't sound good to have to tell that to a client that is wanting their site up and running. I have found one person in support that said he will help me when I get no help from the forum. The last time I sent a question to the support email, I was told to post my question to the forum. I told them my question had already been posted to the forum and I had gotten no response. How lazy can a support team be? Anyway, like I said, I just posted a new problem I am having last night so let's see how long it takes before I get a reply.
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- Andy Miller
- Preeminent Rocketeer
- Posts: 9919
- Thanks: 96
- Web Kahuna
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Guys i'm getting really tired of these blatantly inflammatory comments that are purely aimed to get the attention of the RT team.
These kinds of posts are very much inline with the definition of a " Forum Troll " and is strictly against our Forum Rules , and continued abuse of these rules will not be tolerated.
Look, I know that the forums aren't perfect. We have the largest most dedicated team of forum moderators out there, and they work long hours, on weekends and holidays to try to bring the best support possible to RocketTheme. Our forums are extremely important to us and we really do try our very best to provide as much help and information as possible. Just look at the size of these forums, and the number of topics, and you will appreciate the amount of effort it takes to stay on top of them. That said, some topics will slip by unanswered. This is not because we can't be bothered, or just don't like you, but it's usually because of one of the following:
- You weren't specific enough in describing your issue.
- You didn't provide screenshots and/or site URLs to help identify your issue
- You are asking for help with a site configuration or setup that is beyond the scope of a RocketTheme support question.
- You've added multiple replies/comments to your own topics, causing the topic to show as answered, and therefore is not going to get the attention as obviously as a thread that is unanswered.
- You're not patient enough. We are a small company, we have many thousands of members. You have not paid for personal support, you've paid for templates and access to the forums. This is clearly stated in the Terms and Conditions. It is clear that we need a 'priority support' option and that is something we are working on.
Another thing, that I find mind boggling is just how rude some people are. The people you are dealing with on here are just that, people. They have feelings and when their efforts are treated with such derision, there is obviously going to be some resentment against those that are making such comments. If you want help, be NICE, be COURTEOUS! Trust me, those people that are friendly will receive more help than those that are RUDE and ABUSIVE. This is not a petty thing, it's human nature, you can only have a constructive conversation when both side of that conversation are being polite and helpful.
You may think that these outrageous topics written in all caps, is your quick fix to get attention and get your personal answers solved, but we're trying our level best to work on EVERYONE's issues, not just yours.
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- Corey Anders
- Hero Rocketeer
- Posts: 318
- Thanks: 0
- Fair enough Henning. As far as your post Andy Miller, I find it very interesting that you seem to place legitimate complaints against Rocket Theme support in the category of "forum troll" or "blatantly inflammatory". Let me ask you this, in what way can someone complain about support that you would not place in the category of "forum troll". I did not use expletives in my post and when I used ALL CAPS, it was just to make the sentence stand out and was not used in a "shouting" type way which can be easily ascertained if you view my original post. My initial post was meant to forewarn users that MANY posts go unanswered for weeks at a time. I find it very interesting that while my complaints against Rocket Theme support seem to get answered right away, the actual support posts for help with the real problems I have with my templates go days or weeks without a single reply (and sometimes view). I have to say that there seems that there is no objectivity on your side of things as it is totally ok and understandable that posts go unanswered for weeks on end, yet to complain about said lack of support places you in the category of "forum troll." Are you not basically saying that complaints about the level and/or quality of support of Rocket Theme is completely off limits? It would be one thing if RT was giving away these templates for free and the support was bad. It is something entirely different when we pay money and are left with no support. If you have a better suggestion as to how I can go about resolving the issue of my topics going unanswered I am all ears. I think if you re-read my original post, you will see that it was not an angry or overly emotional post. It was just a post to let users know that, for me at least, I have had little to no luck posting the problems I have had in the past to the forum. If you want to view that as being a "forum troll" so be it but I would have to respectively disagree with your assertion.
- Last Edit: 13 years 5 months ago by Corey Anders.
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