What happened here with support for customers?
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- Ulrike
- Hero Rocketeer
- Posts: 415
- Thanks: 13
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Hi!
On 29th of April I posted a message here:
www.rockettheme.com/forum/index.php?f=27&t=60731&rb_v=viewtopic
After not getting a helpful answere I sent pm to the rockettheme team.
Now - 10 days later - not any reaction!
What happened with support here for customers that registred a license?
Best regards
Ulrike
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- Nanci Memory
- Preeminent Rocketeer
- Posts: 5763
- Thanks: 3
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Ulrike,
I responded to both post. My post was the last post. You did not make inquires after that.
In relation to PMs. PM stands for "Private Message," and are meant for and reserved for that purpose. Moderators cannot begin answering questions on an individual basis.
All template related questions are to be posted here in the forum for the benefit of all members. Also, the only way to track / search post is for them to be within the forum. Messages in a PM cannot be tracked for the good of the community.
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- Ulrike
- Hero Rocketeer
- Posts: 415
- Thanks: 13
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Nanci,
I know what PM does stand for. I provide a community with nearly 100.000 registred customers but Thx for reminding me of the meaning of PM!
It may be YOUR opinion that MODERATORS cannot be answering questions on an individual basis. RIGHT - MODERATORS!
But I sent PM to ROCKETTHEME TEAM MEMBERS. That is the difference!
And the content of my PM ist not worth indexing it for search purposes, because I only asked TEAM MEMBERS to have a look on my question. My question - or properly speaking the answer to it - is trivial and I that is why I decided to ask THOSE persons for help that must know the answer to my question.
Thanks for your help, but I am still waiting for an answer by the persons I sent am pm to concerning this thread!
Regards
Ulrike
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- Kat05
- Preeminent Rocketeer
- Posts: 25898
- Thanks: 334
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hi ulrike,
there really is no need to get disappointed with the rockettheme support. nanci responded to your other thread in less than 12 hours and to your 2nd post within minutes.
the support forum is available for current members, but at the same time i would like to point out the terms of service.
Support: 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.rokbox is a free rockettheme product but not part of a paid joomla template club membership.
still nanci was trying to help but did not get any further response from you.
sending out private messages (without being asked to do so) to moderators and especially team members might stay unanswered, just because of their work load.
in any case, we try to provide the best support we can, but please do accept that sometimes it is impossible to keep everybody happy.
all the best, kat
- Kat05 / QA Lead & Support / Germany
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- Ulrike
- Hero Rocketeer
- Posts: 415
- Thanks: 13
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rokbox is a free rockettheme product but not part of a paid joomla template club membership.
still nanci was trying to help but did not get any further response from you.
sending out private messages (without being asked to do so) to moderators and especially team members might stay unanswered, just because of their work load.
Hi Kat,
thanks for your answer but I wonder if my postings here are READ?
YOU write: "nanci responded to your other thread in less than 12 hours and to your 2nd post within minutes."
And so what?
I am talking about TEAM Members and not about MODERATORS!
And besided ALL Nanci could do was to say that she cannot help!
YOU write:
"sending out private messages (without being asked to do so) to moderators and especially team members might stay unanswered, just because of their work load."
Is this a joke?
A customer question STILL HAS NOT BEEN ANSWERED and maybe it is worth while mentioning again my SIMPLE QUESTION:
"Is fire ready for RokBox? Or do I need (Standalone) rokbox-standalone_1.3.zip (is this vor Joomla 1.x?"
And there are not lots of possible answers, are there?
Either fire IS READY for RokBox or it is NOT (concerning the Joomla 1.x version).
So if moderators are not able to answer such a question it is legitimate to ask a team member via PM to have a look on such an unanswered thread!
Actually there are masses of professional joomla template developers. It is the support that does make the difference!
Best regards
Ulrike
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- JEM
- Preeminent Rocketeer
- Posts: 17917
- Thanks: 4
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A new post from Henning is in the original post:
www.rockettheme.com/forum/index.php?f=27&t=60731&rb_v=viewtopic
Does this help? - Thanks,
jim
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- Henning
- Preeminent Rocketeer
- Posts: 29362
- Thanks: 954
- Volunteer
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Just read this
... in the meantime I tested Fire with Rokbox without a problem in J1.5.
And talking about support ... pfffff ... but RT is simply the best – in fact thats 50% why I'm here and about 800 post later I never had something to complain about missing or late support (and sometimes I asked really stupid questions). In fact most topics had been answered in minutes or hours ...
Makes me a bit sad when someone with 30 posts talks generalizing about bad support ...
(Personal opinion but perhaps other members have comments on this)
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- Ulrike
- Hero Rocketeer
- Posts: 415
- Thanks: 13
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Hallo Henning,
1)
I am using Joomla 1.0.15. That is why I did not mention 1.5 in my question!
2)
I know that the support here is fine. That is why I ask "what HAPPENED with support for customers?"
3)
Concerning your hint "Makes me a bit sad when someone with 30 posts talks generalizing about bad support": What does the number of postings have to do with a person`s question like "What HAPPENED with support for customers?"?
(Anm.: Die Denklogik ist mir echt ein Rätsel!)
Obviously you did not realize too that I address the TEAM MEMBERS and not any other persons out there that are customers too!
4)
You wrote: " ... Makes me a bit sad when someone with 30 posts talks generalizing about bad support ...".
Question: Which person do you mean? Obviously not me, do you (because I simply asked "what HAPPENED with support for customers?").?
Best regards
Ulrike
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- Henning
- Preeminent Rocketeer
- Posts: 29362
- Thanks: 954
- Volunteer
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3) Also gemeint war das so: Ich habe hier bestimmt 100 Fragen gestellt, die mir vom Moderatoren-Team oder den Mitarbeitern schnell und gut beantwortet wurden.
Mir war schon klar das das Moderatoren-Team gemeint war.
4) Also zur Frage "What HAPPENED with support for customers?"
Meine Antwort aus meiner persönlichen Erfahrung heraus: Nichts – der Support ist so gut (oder auch nicht) wie immer.
Zur Anzahl der Posts. Wenn jemand so wenige inhaltliche Fragen gestellt hat bisher, frage ich mich, wie man dann so eine Frage stellen kann, die doch wohl auf einen generellen schlechte Support schließen lässt ...
(Edit: Moderatoren-Team oder Team-Member macht letztendlich für mich keinen Unterschied) - Last Edit: 16 years 1 week ago by Henning.
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- Ulrike
- Hero Rocketeer
- Posts: 415
- Thanks: 13
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3) ...
Mir war schon klar das das Moderatoren-Team gemeint war.
NEIN, es war eben NICHT das Moderatorenteam gemeint, aber das kann ich hier wohl noch x-mal schreiben
Und von einem GENERELL schlechten Support gehe ich definitiv NICHT aus!
Ich kann nur sagen, dass bei mir RokBox mit rt fire und den Downloads von zip.png
(Joomla! 1.0) mos_rokbox-content_1.2.zip und (Joomla! 1.0) mos_rokbox-system_1.3.zip
unter
rocketwerx.com/products/rokbox/download
nicht funktioniert.
Vermutlich, weil rt fire einfach nicht für die Integration von RokBOX vorbereitet ist, also eingebunden JS fehlt usw.
Schönen Sonntag noch und viel Glück für den HSV
Ulrike
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