Support: my point of view
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- lufa
- Sr. Rocketeer
- Posts: 119
- Thanks: 0
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Hello.
Firs of all: I truly appreciate work of all people working for RT. Your designs are great. Your help by support team is very needful and been accepted with gratitude. To be honest - this post mainly conditioned because of my RT membership expiration.
To clarify a situation - I have been RT customer for over 1,5 years (on two different logins), and I am able to made some conclusions.
I thought the membership is the ability to take some template which meets your needs. Membership period gives you a possibility to change it if you will like the future templates (with respect to the entitlements etc).
In fact, for me, I do not need more templates - I choose one for my site and all i need is a stable template which works.
But, I discovered that my Joomla! template has a lot of problems. And every new release in addition to solve previous bugs brings me a me problems.
Bugs are typical for any software workflow. But solving the bugs is the typical process as well, especially for a paid products.
I found that my reports usually are just ignored. Some times it took me months to prove the bug. But it shouldn't be my duty, right? I have to remind RT about the bugs over and over again, prove it is a bug, ask developers to check it out and than wait another few weeks for a solution (may be).
I would rather not mention about the prereleased testing process. How it could be possible to release a product with a simple errors like a missing files, or incorrect work with template's main addon (JomSocial)?
Every time new release come I am not happy about new features — I am afraid of what new errors it will bring me again.
I had to create a personal Wiki to describe all workarounds I have made to solve the bugs. I have to check it every time after template upgrade, because unsolved bugs returns to me every time. Is it normal? No. I don't think so. hope you are agree with me.
I very respect time of RT support and developers, so I am trying to be as precise describing the problems, as I can. I am spending a half a day to find out why my template or module is working not correct, another half a day to make a screenshots and even screencast videos and post a problem here. Than it tooks me another day to find a temporary solution, few weeks of struggles to explain everything to the support team (thank for you patience guys and madams
) and another months to here from developers "Oh... Realy. We will attend to this matter soon...".
So I paid not for a new templates, not for a new features, but for a waiting for the correction of the problems. I don't like such business model. You can not demand money just because I have to wait till my problems will be accepted and resolved.
the Joomla's Affinity 1.5.10 have released, "full" of [sorry] stupid errors, simple code incompatibility, strange JomSocial issues. I have to buy another one year subscription just to get all this errors done?
No, thank you. I can not. I don't have a business online, like you do. I just have a small community and want my users to enjoy using my site.
RT, with it many services and products becomes a corporate monster winch can not pay enough attention for a customers problems?
Good bye, RT. Hope i will see you again (but not for my own money).
Thank you all! Please, lets not try to make "investigation" of my problems. All I wrote above - just my very personal thought and feelings been RT customer. All IMHO.
Sorry for my English. Please, sorry if my "essay" touched someone's feelings. I believe every RT crew member is trying to help us, but human power is not unlimited.
P.S.
Just a few facts I have been struggled with:
Affinity Joomla! template : Sun Aug 09, 2009 5:09, latest - Sun Aug 09, 2009 by me. Not resolved.
Search results count is unlimited? , free product, very simple bug, Aug 17, 2009, resolved Jan 28, 2010.
Cyrillic group name in mod_latestgroupwalls , very simple bug, Nov 30, 2009, accepted Jan 28, 2010, Not resolved yet.
Cyrillic symbols does not trigger search process , Aug 17, 2009, resolved Jan 24, 2010.
Missing Style2 image from 1.5.9 , by Daren on Mon Nov 30, 2009, the image is missing from the very first release. Still...
Self-duplicate module : Aug 17, 2009, No answer.
Sublevel indicator : Sep 15, 2009, No answer.
Poll result page Tue Jan 05, 2010, awesome bug - missing CSS code, still Not corrected.
Icons in the menu? , by recedo on Tue Sep 01, 2009, No answer.
/forum/user/login ... was not found on this server , Tue Jan 26, 2010, free product, No answer.
Double anchor , Tue Jan 26, 2010, No solution.
Real Name export instead of Username , free product, No answer.
Affinity 1.5.10 Jomsocial Bug , "SOS, SOS, SOS" - test squad is totally missing.
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- James Spencer
- Preeminent Rocketeer
- Posts: 46340
- Thanks: 50
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Thanks for bringing these to my attention, I'm looking at the template specific bugs as the RokBridge/RokAjaxSearch issues are under the ambit of other developers.
Seems a lot of these issues were not picked up by myself or the mod team and ticketed in our internal bug tracker. Not an excuse or justification, just a reason
"but human power is not unlimited" I like this phrase, it is very apt, we are not perfect by any means but try to do our best I thank you for the good nature in your reply and sorry for the inconvenience and lacking response involved.
- James Spencer / Developer & Support / Hull, UK
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