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People being ignored...

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    • David Goode's Avatar
    • David Goode
    • Preeminent Rocketeer
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    • Web Designer and Host

    Re: People being ignored...

    Posted 12 years 2 months ago
    • Hi Corey,
      Corey Anders wrote:
      And for those of you that ignore posts when someone posts a second reply due to their original post being ignored, shame on you. What do you expect people to do when they post a question and it goes unanswered for four, five, six, seven, ten, twelve fourteen days while their website is down during that time? Well let me tell you what most people do...they post a reply to their initial post to place it back to the top in hopes that someone might see it the second time around. David Goode, you admit that someone posts get missed yet you have no problem punishing people who created the ignored post. Why do you feel a need to punish people for bumping thier post to the top of the list after it has been ignored or missed for several days or weeks?
      It isn't about punishing anybody. It IS about making people aware that their post WILL NOT appear on the first line of approach that we moderators use - the unanswered posts list. We don't want posts to get missed and that is why I highlight that the original post should be edited. If you do some searches you will even find posts where we have said if your posts are overlooked for a few days and you have edited the post as opposed to bumping it out of the queue, then PM a mod with a link to the post. And I do mean 'a mod' not half a dozen mods, as this just dilutes the assistance we can provide if 2 or 3 mods are chasing the same member issue.
      Corey Anders wrote:
      Also, if you are a moderator complaining about there being too many posts to respond to in a reasonable time, why are more moderators not being hired? Are you also complaining to Andy Miller that he is spreading support too thin?
      Corey, I am not complaining about the number of posts, just highlighting that the new responsive templates and addition of LESS have temporarily added to the inbound posts while members get used to the new approaches. I recall having to assist you when you started using Joomla 2.5 because some of the Joomla layout options had changed and you couldn't do what you had previously done. After you got used to it you had no need to post on those changes. The same will happen with responsiveness and LESS.
      Corey Anders wrote:
      Everyone reading this, if you are having problems getting the support you need from RT, go write a negative review on Yelp and post a complaint on ripoffreport.com. Ripoffreport.com and yelp are quickly becoming the top dogs for reviews of companies. I GUARANTEE that once there are enough bad reviews out there for RT, then Andy Miller will have two choices 1) lose money from all the bad reviews and/or 2) offer better support. Gotta love the free market.
      Unfortunately there have been a few documentaries about such sites and the proliferation of malicious complaints from competitors (especially the restaurant sector) is slowly bringing the credibility of such sites into question. I guess one of the biggest blows was in the UK when one of the first accommodation review sites, the "Trip Advisor", admitted there was no validation of any negative entries and one of our TV programmes proved that numerous reviews were bogus :oops:
      Corey Anders wrote:
      And I will end like I always do with saying that MOST moderators on here are quite knowledgable and very helpful when it comes to "how do I do this" type questions. Most moderators even reply in a timley manner.
      As usual, thank you for recognising the good stuff that we do. :cheesy:
      Corey Anders wrote:
      However, when it is determined that a bug is at play and the problem has to be forwarded to developers, then you are screwed. After I found a bug with RokMiniEvents, a moderator even told me "I cannot tell you when or if it will get fixed by the developers." Talk about a complete lack of professionalism. I'm not blaming the moderator for being honest with me, I blame Andy Miller for running a sloppy company and refusing to provide ETAs on bug fixes. I am a web developer myself and I cann usually ball park a fix fairly accurately. I develop web and desktop applications for a hospital. I wonder how long I could keep my job by not providing ETAs for fixes and then trying to blame others for daring to write a bad review of my sub par support.
      As a developer Corey, you will be aware that any app designed to integrate with 3rd party extensions, often written with different coding and structures, and also having to work across browsers, can be a considerable task. In the UK we have the National Health Service and the only way they can operate is to standardise their software and that is why most hospitals and Doctors practices HAVE to run IE7 still. If we only had to develop for one browser and very few 3rd party extensions it would be easy to give better ETAs. But that just is not possible on all occasions.

      Once again thank you for your feedback 8)

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    #932514
    • Gene Page's Avatar
    • Gene Page
    • Hero Rocketeer
    • Posts: 289
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    Re: People being ignored...

    Posted 12 years 2 months ago
    • Corey Anders wrote:
      Everyone reading this, if you are having problems getting the support you need from RT, go write a negative review on Yelp and post a complaint on ripoffreport.com. Ripoffreport.com and yelp are quickly becoming the top dogs for reviews of companies. I GUARANTEE that once there are enough bad reviews out there for RT, then Andy Miller will have two choices 1) lose money from all the bad reviews and/or 2) offer better support. Gotta love the free market.

      A few things prevent me from taking such action...

      One is empathy. I would be heartbroken to find a client had taken to ripoffreport.com because of a difficult situation and temporary circumstances. Another is that I'm just 'not there'. Henning fixed the bug that had me so bent out of shape. Reporting my issue after it has been resolved is sort of like reporting your car has been stolen after you've found it abandoned under an overpass... you're not getting your tape-deck back.

      Do I think it should have taken 45 days? Absolutely not - I must have updated Gantry 3 times over that period. Do I think RT should have provided more information (like an ETA as you pointed out)? Of course I do - assurances and plans must be made to clients in order to keep a project moving forward. Should it have taken regular pestering in various forums to receive a solution? No, hence my previous post.

      But for now, it is what it is.

      If someone asked me "Hey hombre, what do you think of RocketTheme?" I'd tell them their TOS was lacking in basic guarantees of support and that their forum only approach to support is inefficient for the level of customers they try to serve.

      But I'm not going out of my way to warn people, because the templates ARE AMAZING... the frame IS AWESOME... and I have faith that someone will listen to my extension request - which I've conveniently put in my sig for all to see, hint hint... :D


      And just to be clear, I'm not discounting your frustration - especially since it sounds identical to mine... it's just that I'm not in the same place at this moment.
    • Show Support for These Requests...

      Automatic K2 Tags for RokSprocket ->
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    #932537

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