RokGallery - I need the new version!
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- Jean-Paul Frenett
- Sr. Rocketeer
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If there's one thing Rockettheme don't deal well with, it's customer complaints. (The one exception seeming to be the moderator, Kat)
Bhavesh asks someone to use a contact form to contact Rocketheme. When his earlier post clearly states that they already did so on the 19th of June.
David, I find it really odd you found a need to get involved when someone from Rockettheme marketing has already said they'd handle it. Patronising them with inaccurate analogies also won't help.
Then none of the three Rockettheme staff who answered seemed to want to actually just help address the problem. Since this person was or is a client of Rockettheme, and has a product issue, wouldn't it just be best for everyone if you helped them out like any other person on these boards?
Just my two cents
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- David Goode
- Preeminent Rocketeer
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- Web Designer and Host
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Hi Jean-Paul,Jean-Paul Frenett wrote:
If there's one thing Rockettheme don't deal well with, it's customer complaints. (The one exception seeming to be the moderator, Kat)That is your opinion, to which you are entitled. Most of the mods try to assist our members. Please note the keyword is members. It is they who are entitled to the support we provide. It is all very clear in the T&Cs that every member agrees to when joining.
Jean-Paul Frenett wrote:Bhavesh asks someone to use a contact form to contact Rocketheme. When his earlier post clearly states that they already did so on the 19th of June.Sometimes it is easier to watch for a specific email than to trawl through the large volume RocketTheme receive. And even if Bhavesh missed that point we are all entitled to make mistakes :cheesy:
Jean-Paul Frenett wrote:David, I find it really odd you found a need to get involved when someone from Rockettheme marketing has already said they'd handle it. Patronising them with inaccurate analogies also won't help.I see nothing wrong with the analogy. Software is regularly updated so it has a lifespan, very similar to perishable goods. But just to satisfy you I will provide another analogy. That of cafe's which offer unlimited coffee refills when a meal is purchased. So long as you meet the criteria, while you are in the restaurant you get free refills. You cannot leave and then return a week later and still expect free refills.
Jean-Paul Frenett wrote:Then none of the three Rockettheme staff who answered seemed to want to actually just help address the problem.Hmm - I think you must have missed my pointer that it is probably a path or permissions problem.
Jean-Paul Frenett wrote:Since this person was or is a client of Rockettheme, and has a product issue, wouldn't it just be best for everyone if you helped them out like any other person on these boards?I think all of the members who renew their membership to get the benefit of ongoing updates and forum assistance may feel that we were letting them down if we spent our time helping lapsed members before we deal with any problems they have. And to put that in perspective we deal with over 4,000 posts each month, across 45,000 members most of whom are happy with the service they receive.
Just my two cents
I don't see many current members jumping in to assist this person on the open forum board so maybe that should be an indicator.
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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- DanG
- Preeminent Rocketeer
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Jean-Paul Frenett wrote:
If there's one thing Rockettheme don't deal well with, it's customer complaints. (The one exception seeming to be the moderator, Kat)Kat is not a moderator she's a super-hero.
I personally take offense at your comment
I was a member, like you (except paying) when I joined the Rockettheme Mod Squad in October 2010.
From then till now I've contributed over 8000 posts to help our paying members and yes occasionally the non-paying ones also.
However I will state CLEARLY for you my 1st priority are the paying members of Rockettheme.
So when you download music illegally (hypothetically) do then email the producer can carp to them?
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- Cliff Pfeifer
- Preeminent Rocketeer
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- Website Developer
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Bottom line guys:
Account and billing related questions are for email - no technical support can be offered there
Support forum is for technical support - no account or billing questions are handled here
We have a different staff for each, most of which are only trained to handle their specific task. Going through the proper channels will get you the help you need faster. Having a bit of patience will go a long way, we are all spread out over the world and may not keep the same hours as you. We answer all account and billing questions as soon as we get to them.
Understanding how our memberships work and what you're signing up for is your responsibility as a consumer. If we let everyone download our products and access our support forum as they choose - there wouldn't be products, updates or a forum - because we would go out of business. For the low price of a membership you get access to a massive collection of some of the best web products out there - any one of which would cost you thousands to develop on your own. Our developers work extremely hard to provide you with professional, quality products for a low price - every single month - that require very little effort on your part to use and call your own. This is the reason why complaints about renewing your membership are often met with hostility, the value you are getting for your money leaves little room for legitimate complaints. Most professional developers charge more per hour than a year long membership costs here.
Finally, our moderators work extremely hard to keep up with the volume of this forum. They answer hundreds of questions a week, often with no thanks or gratitude of any kind in return for their efforts. I know it's easy to come on here and slam us if something isn't going your way, but you have to realize that we're real people on the other end of a computer reading what you say. The responses you receive here are often based on your comments or questions. Be nice -you'll get a friendly response, ask for help - we'll help you. If you are rude, insulting and threatening - you'll most likely get the same back from us. It's not hard to understand. - The difficult we do immediately, the impossible takes a little longer.
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- T3Kaos
- Jr. Rocketeer
- Posts: 42
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- IT Consultant
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Bhavesh D wrote:
Hey guys,
I apologize for the inconvenience caused to you. Can the both of you please get in touch with me via the contact form: www.rockettheme.com/contact-us ? I'll do my best to help you out
Thanks,
Bhavesh D
Marketing Department
RocketTheme LLC
P.S - T3Kaos, I totally understand the frustration and anger the delay might have caused but I will really appreciate it if you don't use threats to get service out of any company, thanks!
I already used that facility two days ago and received no response of any kind back, hence why I had to return to this forum. However, I apologise for my itinerant messages but this problem now requires that I take down an entire site and reinstall using the previous version of Wordpress just because you guys won't offer any kind of after sales service. Needless to say this is going to cost me a lot in terms of time and damage relations with my own customer, hence why I'm more than a little peeved. So hopefully you can understand why I would be upset. But again my apologies as politeness costs nothing and a bad attitude does nothing more than antagonise and aggravate.
In response to some of your colleagues comments, even when I was a member I found most of the forum support to be lacklustre barring a few exceptions, and the standard response being, 'just install the RocketLauncher and reverse engineer it'. Needless to say this is a time consuming process and would be better replaced with actual proper documentation and tutorials like those provided by most of the developers on ThemeForest, as an example.
My bottom line, don't worry about it. I'll proceed with what has to be done so that I can get this resolved for my client quickly but needless to say I will certainly thinking twice before renewing this membership any time soon.
It's a real pity as well because you have an awesome and massively impressive product range, your templates are sublime and very well crafted and the plugins are excellent solutions to our Wordpress problems. Thats why I joined in the first place.
A crying shame.
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- Jean-Paul Frenett
- Sr. Rocketeer
- Posts: 168
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David, your post is a perfect example of how not to deal with customers.
And as for other members 'jumping in', firstly, you are paid to do exactly this, so why was my post (which you might note, was trying to help), the first from someone trying to help, after 7 days....
(That is, by the way, rhetorical, as I don't want to even start on where you've gone wrong)
DanG wrote:Jean-Paul Frenett wrote:If there's one thing Rockettheme don't deal well with, it's customer complaints. (The one exception seeming to be the moderator, Kat)Kat is not a moderator she's a super-hero.
I personally take offense at your comment
I was a member, like you (except paying) when I joined the Rockettheme Mod Squad in October 2010.
From then till now I've contributed over 8000 posts to help our paying members and yes occasionally the non-paying ones also.
However I will state CLEARLY for you my 1st priority are the paying members of Rockettheme.
So when you download music illegally (hypothetically) do then email the producer can carp to them?
I can only comment from the point of view of my personal experiences, and, having never dealt with you as far as I know DanG, it's not a personal slight on you. You guys are however, a team, and how I feel is a culmination of my experiences with various members of the team.
I was a paying member, one who raved about Rockettheme, until I decided not to renew right now for a few reasons. Before that, I'd been a paying member on and off for about 5/6 years I think.
First reason was... I had a problem with RokGallery in my wordpress theme. It took two months to get it fixed. I would reply same day to posts, and the moderators would usually take over a week, and when they did respond, would ask me questions that had already been answered. It took so long to fix that a theme I'd downloaded on the first day of a 3 month membership was barely fixed in time to see the end of that membership. If... David... I'd gone to a shop, found goods to be broken, returned them, and the manager had taken SO LONG to fix them they'd gone off, I'm not sure how that is my fault. Not a sniff of a real apology, or any compensation for the time and the initial error.
Second reason is... I've moved to Wordpress for most of my sites now, and since Rockettheme keeps Wordpress 6 months or so behind the curve, I can see that there are no theme's I will want for at least 6 months, so why pay the membership fee until there is a theme I want (and I'll have 6 months warning for that!)
From a marketing and PR point of view, some of your moderators just completely miss the mark. Take Davids reply to my post as an example. You don't get into minutiae and argue with customers, you try to address their issues, apologise for any inconvenience, and make sure they leave happy.
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- David Goode
- Preeminent Rocketeer
- Posts: 17058
- Thanks: 890
- Web Designer and Host
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Jean-Paul,
You have failed to see the point of my comments, which means I haven't communicated as well as I thought.
When the extension was downloaded it was working with the Joomla version available at that point in time. As with all software that is used on a mix and match basis there are likely to be upgrades that need to be adjusted for in the future. If a member downloads an extension and then reports a problem during their membership we will assist in anyway we can.
However, when a member decides not to renew then they also decide not to upgrade or have access to the support forums. It is as simple as that.
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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- Cliff Pfeifer
- Preeminent Rocketeer
- Posts: 8444
- Thanks: 20
- Website Developer
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David is correct. Our service provides a membership, not individual products. Our memberships are time limited - 60 days, 180 days ECT. During that time you can download and access all of our resources. Once that time expires, you can no longer do so.
As I said, understanding that is your responsibility upon signing up. We can take no responsibility for how you choose to use the time of your membership, or if you download what you need during that time, or if you used the products during that time or not. How you use your time here is your responsibility.
The point of complaining about this is moot, it's how things work here and it's not going to change. You will get the same answer here regarding this that you will get on our website and our email support. Once your membership expires, you no longer have access to our downloads. If we granted free updates for any individual who asked, we would be unfairly doing a disservice to our members who do pay. Everyone has to pay for access to the club, there are no exceptions. - The difficult we do immediately, the impossible takes a little longer.
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- DanG
- Preeminent Rocketeer
- Posts: 36750
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Hi Jean-Paul Frenett
Just to be clear, yes we don't know each other and I might not have made the best impression with my jumping in your post.
To add my 2c to what David and Cliff have so tactfully have expressed in their replies ( a shortcoming of mine -tact ), I have a life. I have a family, I have a business and I certainly did NOT seek out this position at Rockettheme.
I was helping members paying and non-paying long before I became a mod. I suppose that was why I was asked.
In between my "life" I am here trying to help members with their issues to the best of my abilities. On some posts it's taken days as some of the issues where complex and well hidden. So yes I admit I don't spend that much of the little time that I have on members that have expired subscriptions.
I do feel bad about some of your issues not being resolved in a timely manner but just as me the other mods have a "life" also. None of the mods here like to see posts that have been unanswered for a long time. We have pride in what we do and it's something we have tried to address here at Rockettheme. Again for current members there is now the option of Premier Support which guarantees that your issues will be resolved in a timely manner.
To add on to Cliff's post, Andy has extended the membership for those whose subscription will expire because we were late in bringing the latest template out.
I'm very proud to be associated with Rockettheme, yes we fall short at times but we are always trying to improve, within the means that we have, our services to our members.
I wish you well in your endeavours.
DanG
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- rawraj
- Sr. Rocketeer
- Posts: 189
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I have the same problem. I am using an old version of rokgallery.
I was considering renewing my membership, but I don't see any "solutions" at hand here.
I don't know if its because this is the non-paid section that is why there seems to be "no service" at all.
But this is scaring me, I am very skeptical, I don't have the confidence based on the responses here(and other threads) that the newer version will solve the problem.
Unless you RT can give me a guarantee that the newer version will work I am not going to renew my membership I better opt for another paid gallery.
BTW I do not get this error on another server. Both the servers are hostgator but one is an Indian server(where it does not work) and the other is the usa based server where it work fine.
I confirmed with the Indian server they have enabled all the requirements for ROkgallery to work. They showed be the information.
So maybe this could not be a server issue at all. The server where it works has the permission at 755.
In the server where it does not work I have set the permissions to 777 still no luck
What would you suggest I do? Has this issue ever been solved? (or do people just lose hope and use another extension)
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