Support?

[jsprague]

Maybe it's just because I am also a Pro member at Rockettheme.com where posts are answered the by the next day, but the support on this forum is just plain lame...I realize that I have just arrived her a few days ago but so far none of my posts have been answered and hardly even viewed for that matter. Is anyone aware that there are currently at least 500 unanswered posts on this forum! That is incredible...

I'm starting to regret purchasing a year to JA.

Josh

[desdevlover]

I guess this thread also will not answered. JA team is too busy to make new 2 templates per month. Support is a big problem here.

[Menalto]

Im just a simpel moderator here, but i cant reach trough every post posted, but if there is any specific things just give me a PM and ill try to help you out as i can

[MiCCAS]

We're still improving the support methods in which we provide, however a lot of old posts such as those 500 are still unanswered. We will resolve those as soon as possible.

[BigRK]

I made the same post or observation a month ago http://www.joomlart.com/forums/showthread.php?t=5424. I became a member back in May for a year and things really haven't changed in this area since then. I was as surprised as you are being a current member at RT also. There are a few who will try to help but sometimes you need someone really in the know to answer your question. If no one answers it means the usual group of maybe 10 or so just don't know. And then no one from JA goes through these and they just sit. I went through a bunch a while back and it seems some found their answers and some have just disappeared but I found a couple that still had their problem and were stunned that someone finally answered. Amazing as it seems the public forums are always answered and by JA Staff until they suck you in and then disappear.

[perdu]

Yes templates are nice but support is really bad, even when you report a bug in a template there's seldom any response let alone a fix from JA. On the other hand the forum is often flooded with requests for support that have nothing to do with the actual templates and are something a quick search on the Joomla.org forums would solve.

[jsprague]

Though i'm no pro at Joomla, I will do my best to help out around here and do my part.

Josh

[MiCCAS]

If you have an unanswered post, send us an email with a link to the post and we'll take a look for ya!

[bluecafe]

If you have an unanswered post, send us an email with a link to the post and we'll take a look for ya!

For example the missing file ja_vm_cat_browse.php in the most recent template ja-larix.
http://www.joomlart.com/forums/showthread.php?t=6071

It doesn't even require an answer just a quick upload ... :)

[ErikThorsen]

@Josh,

Great, the more people we can get in here the better it will be! I have answered numerous requests and also as noted earlier here, there are so many "non-template" related questions here. I am sure that 200 of those unanswered are like that.

Either way, support needs to improve and I do belive it has been improved but still there are issues.

I am anxiously waiting to see what the future brings. 1-2 more moderators and a bit more active JA-team would fix this in no time I think.

[BigRK]

I agree Erik! Just a little more effort by JA will put this issue into the past.

[switt44]

Greetings Joomers

:(( check this post (http://www.joomlart.com/forums/showthread.php?p=9883#poststop)from March;

apparently promises of improvement have again been forgotten by JA staff!

i'm personally still waiting for the improved service/support before I re-new...
i'd urge other potential members to do the same.

if you're a developer and/or very skilled at Joomla, you'll love the style
& diversity of the templates, but if you think there will be any kind of
support by the PAID JA-staff, dream-on... develop your skills, so you can help yourself
or rely on the excellent, but overworked volunteers..


still hangin' around, but will not re-new till the support problem is fixed.
i've previously offered many potential solutions, including an idea for a Wiki of JA template help & tutorials.
(the tutorials they offer are good, but very limited & dated)

this template market is very competitive and those Joomla 3rd party businesses that realize
repeat customers are the core component of any successful business model will be around
years from now--all style & little or no support does not = long term success.

pay attention to the churn of JA, it's apparent that JA is looking to grow with new customers
not with those that have already paid and now expect some support.


sWitt--OUT!

[BigRK]

I have never seen the post that you linked to. I guess it's still pretty much the same but we can hope for change.

[MiCCAS]

Greetings Joomers

:(( check this post (http://www.joomlart.com/forums/showthread.php?p=9883#poststop)from March;

apparently promises of improvement have again been forgotten by JA staff!

i'm personally still waiting for the improved service/support before I re-new...
i'd urge other potential members to do the same.

if you're a developer and/or very skilled at Joomla, you'll love the style
& diversity of the templates, but if you think there will be any kind of
support by the PAID JA-staff, dream-on... develop your skills, so you can help yourself
or rely on the excellent, but overworked volunteers..


still hangin' around, but will not re-new till the support problem is fixed.
i've previously offered many potential solutions, including an idea for a Wiki of JA template help & tutorials.
(the tutorials they offer are good, but very limited & dated)

this template market is very competitive and those Joomla 3rd party businesses that realize
repeat customers are the core component of any successful business model will be around
years from now--all style & little or no support does not = long term success.

pay attention to the churn of JA, it's apparent that JA is looking to grow with new customers
not with those that have already paid and now expect some support.


sWitt--OUT!
We've..

> Setup a new support system
> Added and changed forum locations around (still doing)
> Added some new backend features so we can get info about your account easier
> Added new moderators who volunteer, however are rewarded.

[kallan]

Hi Miccas,

I volunteered to help out and other than the initial response to say thanks will be in touch to let you know i havn't heard anything - even after i sent another pm to ask what was happening.

- on a positive note I am online a lot and see the moderators doing a fantastic job at answering threads with appropriate and helpful responses. Thanks :)

Kiwidesign

[MiCCAS]

Hi Miccas,

I volunteered to help out and other than the initial response to say thanks will be in touch to let you know i havn't heard anything - even after i sent another pm to ask what was happening.

- on a positive note I am online a lot and see the moderators doing a fantastic job at answering threads with appropriate and helpful responses. Thanks :)

Kiwidesign
Hmm.. sorry about that. If you want, send me another PM with some info about ya and any previous experience you have and I'll see what we can do.

[bluecafe]

We've..

> Setup a new support system
> Added and changed forum locations around (still doing)
> Added some new backend features so we can get info about your account easier
> Added new moderators who volunteer, however are rewarded.

This is probably a good start (technical improvement) but of what use is for example a Readme & Bugreport Thread if there is no reaction? For example there is a file missing in the larix template (ja_vm_cat_browse.php) and until today there is not even an official response from joomlart. Someone had to dig the file out in the quickinstall-package. Do you really expect the customers to download all packages to do a search for a missing file? Is it asked too much to upload a missing 1kb file to save the customers a lot of time and troubles if the readme instructions are not working due to a missing file?

[Menalto]

This is probably a good start (technical improvement) but of what use is for example a Readme & Bugreport Thread if there is no reaction? For example there is a file missing in the larix template (ja_vm_cat_browse.php) and until today there is not even an official response from joomlart. Someone had to dig the file out in the quickinstall-package. Do you really expect the customers to download all packages to do a search for a missing file? Is it asked too much to upload a missing 1kb file to save the customers a lot of time and troubles if the readme instructions are not working due to a missing file?
Agree here, all files/folders/bugs etc should be added as "fixed" or atleast announced "fixed,please redownload the package"

[kallan]

Yeah and have date fixed - or version number so we know if we have latest.
:)

[BigRK]

Now you're talking! :D

[Menalto]

I wish i had the force to do things like this

[ErikThorsen]

May the force be with you Menalto.. :-)

[iirobotics]

Yup Im waiting for an answer too? Where is the file (ja_vm_cat_browse.php)??? Can you point to where this file can be uploaded cause it sure aint in the zips I PAID for.

[bluecafe]

I have the feeling that they implement a few bugs in every template to drag frustrated customers into buying commercial help that is around here .... call me paranoid but this is just how I feel or what else are the bug threads for if joomlart does not respond to them? :cool:

[arjanversloot]

I've downloaded this file: ja_vm_cat_browse.php but in which folder should I upload it?

[perdu]

I'm still waiting for support after 2 months, I've tried waiting patiently, I've tried pm and email :((

[Menalto]

I'm still waiting for support after 2 months, I've tried waiting patiently, I've tried pm and email :((

Give me a PM about your problem and lets see if i can help you out.

[MiCCAS]

I'm still waiting for support after 2 months, I've tried waiting patiently, I've tried pm and email :((
Have you sent me a PM? If not go right ahead or add me on any one of my chat clients.

MSN: webmaster <<a.t>> miccas.net
SKYPE: miccas360

[minsho422]

i have pm'ed you and MiCCAS please help, thanks

[perdu]

I have PM'd too.