RokGallery - I need the new version!
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- Cliff Pfeifer
- Preeminent Rocketeer
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Okay, you're frustrated, we get it. My point is this, you're trying to bring up all the things you don't like about us and trying make people think that we are somehow responsible for a ruined website - all because you don't want to pay to renew your membership. Sorry to tell you, no matter what you say, write or complain about, you won't get a free renewal. All the drama is beside the point. You obviously like our products, otherwise you wouldn't use them and you wouldn't be on here giving us a hard time.
To set the record straight - the price for renewing the $50 Wordpress membership is $40. We do give the same discount for Wordpress as we do for Joomla. Your original membership was $50 - you're seeing the renewal price for the next club up, for $60, which is obviously discounted from $75. If you're not seeing on that on your screen for some reason, email support and we'll take care of it, you can certainly do a 90 day renewal on the Wordpress club for $40.This image is hidden for guests.
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Obviously your problem stems from upgrading to Wordpress 3.4 - a RokGallery update is required for it to work, and at this point it hasn't been released yet. I posted a few threads about it a week ago, in this exact forum, to make sure that people without accounts could still see the message. Had you done a quick search for Wordpress 3.4 in the forum, you probably would have seen it. We do our best to give people the information they need, but it still takes a bit of effort on your end to make sure you know what's going on.
At the end of the day it's your website and your clients. We just make the products, it's up to you to know whether or not an upgrade will break your site and what other work might be needed to make it work - testing in a development area first is always a good idea. Seeing that we don't get the new versions of Wordpress any sooner than anyone else does, it's difficult to give you a heads up. The Wordpress developers certainly didn't give us a heads up that all the Ajax in the backend of RokGallery was going to break. We found out the same day everyone else did and were working as fast as we can to fix it.
Sorry you don't think much of the support. The reality is that you can answer many of your own questions by using the Rocket Launcher, thus eliminating the need to use the forum as much. Honestly, that's how I became an expert at this, I installed all the Rocket Launchers and reverse engineered them to learn how it all works. We certainly don't expect you to do all of that for everything, but there is a learning curve to our products. We're happy to answer simple questions if you need help. In fact, looking though some of your posts I didn't see one where anyone told you to do that. However, I do see quite a few where I, or someone else, helped you and you thanked us for helping you. As I said before, posting that you don't like the support isn't an effective strategy for trying to get a free renewal. It's kind of like biting the hand that feeds you if you think about it, since we're the only ones that can help you with these products, you might want to reconsider insulting us.
We're honestly trying to help everyone here as much as we can. The only thing we ask in return is that you follow our policies, pay for your membership and be nice if you can. You'll get a lot more out of this service if you do. - 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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To set the record straight - the price for renewing the $50 Wordpress membership is $40. We do give the same discount for Wordpress as we do for Joomla. Your original membership was $50 - you're seeing the renewal price for the next club up, for $60, which is obviously discounted from $75. If you're not seeing on that on your screen for some reason, email support and we'll take care of it, you can certainly do a 90 day renewal on the Wordpress club for $40.
That would be excellent. Unfortunately the option for the $40 renewal for 90 days isn't available to me. Whoops?
As I said before, posting that you don't like the support isn't an effective strategy for trying to get a free renewal.
Despite what you may think, it was never my intention to receive a free renewal. I was merely interested in getting the RokGallery fix for Wordpress 3.4 as quickly as possible and mistakenly thought that this was something simple.
Thanks again.
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- T3Kaos
- Jr. Rocketeer
- Posts: 42
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- IT Consultant
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By the way the error I was getting with RokGallery on Wordpress 3.4 ([24-Jun-2012 23:03:47 UTC] PHP Fatal error: Call to a member function load() on a non-object in /home/dagwan/public_html/wp-content/plugins/wp_rokgallery/views/widget/default.php on line 9) has now presented itself after creating a Gallery also on Wordpress 3.3.
The only way to solve the issue seemingly is to remove the Gallery widget from the sites from page in Gantry Settings/Widget for the Front Page Override.
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- Cliff Pfeifer
- Preeminent Rocketeer
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- Website Developer
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That's fine. I think your first comment in the thread here kind of set the tone for the rest of this conversation, so I'm not going to debate what your intentions are.T3Kaos wrote:
I would second this request also. My subscription only ended in March and I'm finally getting a chance to use the Reflex Wordpress template now.....For future reference, if you have a question - just ask the question. If you can leave out the threats, the unjustified comments about our support and the blame for circumstances that are beyond our control, you'll probably get a better response from us.
Any chance of some support before I file a complaint with PayPal and other organisations?
First thing I would check is to make sure you have a Gallery selected in the widget. If that's not it, make sure you have PHP version higher than 5.2.8, then try re-installing by uploading the files via FTP. That's about all the support I can offer in the general forum.
The 3.4 update is estimated to be released in the middle of the week. - The difficult we do immediately, the impossible takes a little longer.
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- Jean-Paul Frenett
- Sr. Rocketeer
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Hi all,
My my but there have been quite a few posts here! The biggest problem with the internet is a lack of tone, I'd swear that causes half the problems!
As regards Cliff's post re WP 3.4, that was my first post in this thread, so no excuse for not seeing that really OP.
The rest-
I appreciate the clarifications about this being a membership service, but I did feel hard done by when the product I was trying to use (RokGallery) had not worked. I would think it prima facae true that someone signing up for this club would expect the products on offer to work as advertised (that being, to function when stated requirements are met).
The fact that one of the products I had "purchased access" to did not work, and could not be fixed in a reasonable timeframe is not my fault. I followed policy, paid my membership and tried to be nice, patiently stated my issues and problems (I hope!).
I appreciate that some of the mods on this thread have expressed regret at the time and hassle caused to me, but at the end of the day, the length of time to find a solution doesn't seem to have been my fault, yet I'm being asked to pay for it by proxy.
I'm not sure why then, that I am not compensated for membership time lost for failure of same. Buying membership to a gym, finding some of the advertised equipment is broken, and not fixed till your membership runs out would hardly seem fair, though a reasonable enough comparison IMHO.
Extensions are done for people's accounts when they 'expect' a release of a new theme (despite having not been guaranteed same), but not when the advertised product doesn't function, which would seem far more serious.
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- T3Kaos
- Jr. Rocketeer
- Posts: 42
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- IT Consultant
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Cliff Pfeifer wrote:
That's fine. I think your first comment in the thread here kind of set the tone for the rest of this conversation, so I'm not going to debate what your intentions are.T3Kaos wrote:I would second this request also. My subscription only ended in March and I'm finally getting a chance to use the Reflex Wordpress template now.....For future reference, if you have a question - just ask the question. If you can leave out the threats, the unjustified comments about our support and the blame for circumstances that are beyond our control, you'll probably get a better response from us.
Any chance of some support before I file a complaint with PayPal and other organisations?
First thing I would check is to make sure you have a Gallery selected in the widget. If that's not it, make sure you have PHP version higher than 5.2.8, then try re-installing by uploading the files via FTP. That's about all the support I can offer in the general forum.
The 3.4 update is estimated to be released in the middle of the week.
With all due respect if you are instructed to contact yourselves via the Contact Us facility and you do so - twice - and no one has the common courtesy to bother responding via that medium then it would of course aggravate a customer. If you can't see that then you guys are deluding yourselves. My very first port of call was using your Contact Us facility and no one bothered responding hence why I had to use this forum in the first place. I asked the question and it wasn't until I started to threaten further action that you guys started to even respond to my query. Your obvious premise being 'Oh a previous customer has a problem. Hmmm. Is he still subscribed? No. Ahh ok, fuck him then.' If would also appear that the originators of this thread never got any response either until I waded on in, in any case.
First thing I would check is to make sure you have a Gallery selected in the widget. If that's not it, make sure you have PHP version higher than 5.2.8, then try re-installing by uploading the files via FTP. That's about all the support I can offer in the general forum.
If the plugin was once working and then suddenly failed how would this make any sense as a response? There have been no changes from when I installed it to the point of failure on either my dedicated server, whm/cpanel or the clients hosted area itself. I own complete root access and checked all logs.
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- T3Kaos
- Jr. Rocketeer
- Posts: 42
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- IT Consultant
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[quiote]If you're not seeing on that on your screen for some reason, email support and we'll take care of it, you can certainly do a 90 day renewal on the Wordpress club for $40. [/quote]
I have just not filled in another 'Contact Us' request concerning the fact that the $40 for 90 days renewal isn't showing up on my renewal options, only the $60 option appears. I wonder how quickly, if at all, this enquiry will be responded to. Lolz.
Wink @ Jean-Paul Frenett :cheesy:
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- Cliff Pfeifer
- Preeminent Rocketeer
- Posts: 8444
- Thanks: 20
- Website Developer
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Hi, our membership is like a gym membership. You have access to support and products for the duration of your membership only. If you signed up for a 3 month gym membership, then showed up at the gym 6 months later - they probably wouldn't let you in. It's not their fault you signed up and didn't use the facilities during that time. If you weren't able to go for some reason, you might have been wise to wait to sign up until you could go. I don't see how it's any different here. We've clearly and colorfully explained our policies in great detail in this thread, I think we're all clear on how it works.
T3 - I will look into the emails - it's possible your emails are getting caught in our spam filter. We answer every email we get. If you have emailed us and we didn't respond, it's because we didn't get it, I will check today to see if that is the case and if it is, our apologies.
Issues with RokGallery are usually something on your end. The solution to most RG errors are a low PHP version, a bad installation, or a configuration issue - that's where my answers are coming from. This error is not happening on our demo, or any of the installations I have, I'm not able to replicate it and there are no other reports of this error from anyone else. This indicates an isolated issue. If it were a bug or a damaged product, the forum would be flooded with posts with the exact same error message. We don't know how you set this up, what you've done to it, or anything else about your set up or server environment. You haven't provided information regarding any of that so it's impossible for me to give a more detailed answer.
How you get support: First, have an active membership. Next, post your question in the forum related to your theme including the following information: the question, the platform you are using and the version number, the version of the plugin you are using, steps you took to create the error, what you've tried to fix it, changes you've made that caused it, your PHP version and any other relevant information you can think of. If you do not receive a response to your question within 48 hours, email our contact form and include the link to your thread and we'll make sure someone answers it. This is how it is, it's the only way we do it, and it's not likely to change anytime soon.
Here is our official support policy - which all agree to, and all are responsible for understanding upon signing up for a club membership here:RocketTheme offers these templates and designs ‘as is’, with no implied meaning that they will function exactly as you wish or with all 3rd party components and modules. Further, we offer no support via email or otherwise for installation, customization, administration, etc. A private members-only forum is available to Template Club members. RocketTheme does not commit to monitor these forums, but we reserve the right to respond and answer questions. You acknowledge by your use of the templates that it is at your sole risk, and that you assume full responsibility for all costs associated with all necessary servicing or repairs of any equipment you use in connection with the templates.Whether you agree with it or disagree with it on a personal level is beside the point - you agreed to it when you signed up - and it's all we are obligated to provide you with. - The difficult we do immediately, the impossible takes a little longer.
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- Cliff Pfeifer
- Preeminent Rocketeer
- Posts: 8444
- Thanks: 20
- Website Developer
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I've checked with Andy about this renewal issue and the official word is this: The 90 day Wordpress membership is only available as a first time offer and cannot be renewed. Once signed up for, the only renewal option is the 365 day for $60, which is discounted from $75. The $40 is an upgrade price offered to existing members of another platform club. I was mistaken, and I apologize for mistakenly giving the wrong information. On our plan details page, the 90 renewal is listed as N/A:
www.rockettheme.com/wordpress-club-details
If you wish to purchase the $50 membership again, you can either create a new account, or we would have to manually remove your existing account information so that option appears. Sorry for the confusion, but for an extra $10 you get a full year of support and downloads. We may modify this at some point, but for now it's how it is.
We are looking into the emails not being received, and if there is an issue we will solve it as soon as possible. - 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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Cliff Pfeifer wrote:
I've checked with Andy about this renewal issue and the official word is this: The 90 day Wordpress membership is only available as a first time offer and cannot be renewed. Once signed up for, the only renewal option is the 365 day for $60, which is discounted from $75. The $40 is an upgrade price offered to existing members of another platform club. I was mistaken, and I apologize for mistakenly giving the wrong information. On our plan details page, the 90 renewal is listed as N/A: www.rockettheme.com/wordpress-club-details
If you wish to purchase the $50 membership again, you can either create a new account, or we would have to manually remove your existing account information so that option appears. Sorry for the confusion, but for an extra $10 you get a full year of support and downloads. We may modify this at some point, but for now it's how it is.
We are looking into the emails not being received, and if there is an issue we will solve it as soon as possible.
No problem. I'll have to renew with the 90 days at some point. As regards your previous point concerning the RG plugin, I'm running the latest version of PHP and MySQL and also increased my php memory limit to a hefty and completely unnecessary 512mb to see if this would solve the issue and no such luck unfortunately. At first the template was functioning and then when I start to add content it goes arse up RG Widget wise on the Front Page Override - and nowhere else. Lolz.
Thanks for the speedy response and clarification.
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