Hi,
As it is now 2.5 month anniversary of a premium ticket I open about JA templates and Builder which are blocking other extensions and for which I couldn't get a support by Joomlart despite several reminders, I would like to know if other users are experimenting the same problem.
Do you have any difficulties in receiving a proper support?
In case of delays: How long have you been obliged to wait before getting some actions? and to get the problem solved?
Do you think it is worth paying for a premium support which only tells you "we don't have time/enough resources to look at your problem"? Then what is the purpose of selling a premium system?
Any feedback is welcome! Especially to help Joomlart improving their support service.

yves

    yfb01 Hello
    Sorry to hear about your experience. Our team always try to answer ticket / topic within 24h unless the ticket / topic. However it might take longer than that to check if your issue is too severe (involves custom work or 3rd party product).

    May I ask for your ticket ID to check further? Since you've submitted many tickets it's hard to us to know exactly which one you were referring to.

      Hi Nic,
      the ticket id is CYV-878605
      I got replies, but only with the equivalent of 'I will ask the team..." and no news or we are too busy.
      and it is like that since May.

        yfb01 Hi

        I've just checked the ticket, it's about a 3rd party extension's compatibility with JA Builder. It's not a bug so it's on our pending list, not priority list.
        Currently our focus is on the new T4 Builder, it's unlikely that we can work on adding new features for JA Builder anytime soon. Hope you can be understanding of this.

          6 days later

          I simply understand that I will need to look for other frameworks as it is not the first time a bug is blocking me. And the delays in responding are becoming longer and longer.
          I still consider it as a bug because it is working fine in articles (or even in some modules within these articles) where JA builder is not controlling the content, but the same module is not working any more when we add it in sections controlled by JA builder in the same web page. Expression of the module is simply blocked/filtered without clear reasons.
          Just let us know if we should only use Joomlart components/extensions on our website and that we should ignore others so that you can provide a support. It will then be clear. Then we can make clear decisions to migrate our websites and stop pay for an elusive support.
          As a reminder, I have been waiting 3 months already to get an indication when it will be considered by the development team, and you are only able to indicate that it won't be a priority, implying that you will never consider it (as you are overflowed in your own developments and trying to digest the slow integration of the various companies you bought). You need to react.

            yfb01 Hi,
            Issues with 3rd party extensions are simply beyond our standard support scope. Hope you can understand this.

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