Joomla Templates Club 406,261 posts

[arucardx Friend arucardxJoin date: July 2010Posts: 346Downloads:0Uploads:10 Thanks: 21 Thanked: 138 times in 104 posts]

#180868

What exactly does this mean? I’m confused after getting these reply in my recent support tickets. JA Wall is a special template so it says, thus it requires a separate purchase which I believe is because it requires dedicated support to it. So, why am I getting a reply that says “We can’t support customization as it is beyond the support scope.” and “We only support JA Wall like in the demo.”

I’m not pissed(abit maybe) or picking a fight, but I just find it very disappointing, so disappointing that I have no idea how to even use this template anymore after spending tons of money and time trying to get it work, reporting bugs to your side. I hope that anyone reading this thread please put in some words of fairness as I’m sure we all had a hard time with this template. (And I did report alot of bugs, I even looked into work-about for lazyload and facebook as I don’t think it’s correct to say enabling/disabling lazyload is a compromise. If anything, lazyload on wordpress don’t have this issue, not even on rss feeds so it’s 100% fixable.)

P.S: I don’t want to name which support member gave me those reply, but I would like to at least thank Moon Sailor, Sherlock Holmes & Wall Crusher for all your help. Especially Wall Crusher, you guys really fixed the problems I raised. Just sad that I can’t choose which support member to take up my tickets and had to end up like this now. Disappointed, greatly.

Here’s a list of the recent problems I reported and eventually pissed off after being handled by the same person. In all fairness, it’s not really customization support, it’s fixing! And all I’m asking for is just a fix!

Tablet problem with android. – No help given at all to resolve the problem for a template that claims it works on all mobile browsers.
<blockquote>
I report the problem with missing navigation bar on android, and I get a reply that says testing has only begun recently on android 4.0 and thus support is limited. But android 4.0 has been out since… almost a year ago? This template was released in May 2012 with responsiveness beings it’s highlight and it works on all mobile browsers.

I don’t understand what limited support means here, so I provide more information along with screenshots and steps to replicate the issue. Now I specify that one problem is with landscape mode and that another problem is when default zoom is set to Far. Guess what I got in the reply?

I got a screenshot with a portrait mode and a reply that the nav bar is there. Lost in translation? That’s cool, I’m very understanding, so I explain myself again, this time with screenshots from the JA Wall demo page instead. And then I did some further testing myself and found the problem only exist on android stock browser and dolphin browser.

Hey, I even done troubleshooting and verification test for your information to assist in solving the bug. But instead you reply with “We haven’t tested it on stock browser as it isn’t a popular browser. We noticed this problem to QA team for testing in future. Thank you for your reporting.”

For a template that says it works on all mobile browser. I get this reply that no testing was done on stock browser as it isn’t popular? Really? Because it’s not popular so there’s no need to support it? And then a thank you msg and that Quality Assurance team will test it in the future. For future releases of other templates? What about this template JA Wall? What about this current problem now?

I don’t want a thank you message. I want a fix. How can I use this template if someone who bought a brand new tablet can’t view my website properly because it doesn’t work on stock browser? Can’t you understand how ridiculous that is? Infact, I came across this problem while demonstrating my website during a meeting and suddenly someone takes out a brand new tablet he just got. Happily, I ask him to load up the website and be impressed. Guess what? No, I got a shock of my life. I suddenly realize I can’t launch my site yet if someone who just bought a brand new tablet can even view my site properly
</blockquote>

Disqus Commenting Script – How about something more popular then? No, still no support. Says customization is beyond the support scope. Really? This is a template compatibility issue. Aren’t it only fair to at least look into it?
<blockquote>Disqus is a popular commenting system used worldwide by many major sites and I have no problems integrating it into JA Wall. Their universal comment counting script was also integrated and tested working. All done perfectly but oh wait! I found a problem.

When loading more articles with infinite scroll or ja wall, the comment counting script fail to work because the page didn’t refresh. Articles on page 1 shows the comments count, but articles on page 2 and more doesn’t show the count. Very obviously a template compatibility issue. I report the entire problem in great details as well as explaining how the disqus script works but guess what I got a reply?

“We only support JA Wall like in the demo. We can’t support customization as it is beyond the support scope. Thank you for your understanding.”

That’s all I get, wtf? One single reply after many days and no attempt to even look into the problem just simply that. Come on, this is a popular commenting system and it has compability issues with JA Wall due to infinite scroll. I even provided an article that describes using compatibility mode in infinite scroll to resolve the problem, but I don’t understand the article since I don’t understand infinite scroll in JA Wall. But you won’t even look at it and provide some form of assistance.

I did not even ask you for assistance on how to integrate disqus into k2 cause yes I know that would be customization. Thus I did all those integration myself but then there’s a compatibility issue and I’m just asking you if the compatibility problem can be fixed. Aren’t it only fair that you look into the problem since the disqus script is 100% working?
</blockquote>

?tmpl=component pop up linkback issue – OK this problem is actually very serious but I believe alot of people don’t understand it or has yet to encounter it. But if you are looking to integrate social buttons into JA Wall, you might want to think twice about it.
<blockquote>I looked into the problem and explained it to the best I can with great details and the problems it causes, especially when clicking on a link back with ?tmpl=component in the url. You can read the entire thread here http://www.joomlart.com/forums/topic/facebook-url-problem-with-tmplcomponent/

Granted, I got some form of help there but there was no real reply addressing this problem at all or how it can be resolved. In the end I was too disappointed to even wait for a solution and decided to create one myself by looking to create an option that opens links in new tab instead of pop up. Granted this is some form of customization and I did get a reply on how to create new tabs it’s not a total lost but the problem actually gets more complicated.

Just adding _blank opens a new tab but doesn’t focus on the new tab and having all item-links automatically open in a new tab may be intrusive for some users. So I decided to use a javascript to do it instead. A toggle button like Image View where when active, item-links will open in new tab. I got some help on how to get the active state to display by CSS and some borders addition which I really appreciate.

But the javascript doesn’t seems to detect the button’s active state or fail to add target _blank to item-links, i’m not sure which but support can’t help on that because it’s customization and beyond support scope. Ok, that’s understandable. I can understand that, even though I was somewhat forced to take this path because POP Up was causing problems(which support won’t fix). Still I’m understandable, so I ask if I can be directed to where the javascript that toggles Image View button is found so perhaps I can reverse engineer. I also did mention that I tried looking for Image View’s javascript but I couldn’t find it.

The end result? Ticket closed, no direction to where the javascript for Image View is. I didn’t want to bicker on that since I don’t want to pick a fight so I thought whatever, I’ll just pay more $ to get someone to implement it. But when support rejected to help regarding the android tablet issue and disqus comment script problem, that was just my limit, thus this thread here now.
</blockquote>

For anyone who actually read the entire thing, kudos to you and hope you can put in some words of fairness and convince support to look into the 3 problems. To be honest, you are affected by the three problems as well in some way or another since we’re all using the same template lol.

1 user says Thank You to arucardx for this useful post

1. Arvind Chauhan

[tfosnom Friend tfosnomJoin date: October 2010Posts: 742Downloads:0Uploads:31 Thanks: 145 Thanked: 200 times in 94 posts]

#467782

Feel for you mate,
I brought Wall at the start due to a reduced price, but haven’t done much more than install locally and walk away, why? because of all the hassles involved with it, perhaps it’s too complex for it’s own good, perhaps not; I don’t have the coding skills or the time to muck about with it, I’m waiting for it to be deemed stable with all these issues that keep cropping up fixed before I’d even attempt a live site.

I once asked JA if they had android devices running ICS to test with and was assured they do and have tested etc. Accepting what you say re: Dolphin & std browsers on ICS is factual. I still think JA’s main responsive focus is apple, apple, apple, to even think that dolphin and various mobile versions of popular browers for android 4 (ICS) which was released way before JA Wall aren’t considered popular enough to even cater for shows the Apple “I” everything device bias.

I’ll just patiently wait till Wall is fixed and stable 🙂
Shannon

1 user says Thank You to tfosnom for this useful post

1. arucardx

[arucardx Friend arucardxJoin date: July 2010Posts: 346Downloads:0Uploads:10 Thanks: 21 Thanked: 138 times in 104 posts]

#467961

*Bump* I demand for an answer. I will not stop bumping this thread until there is an acceptable explanation on this matter. We all bought a template, be it this or another for various reasons and always if not most certainly will customize to suit our needs rather then just use it out of the box and leave it the way it is.

Thus support should provide assistance on making the template usable when a problem/fault is found with the template. Support should not be restricted to having the site operate just like the demo. That answer is just ridiculous. We are helping you to perfect and make your product versatile so you can sell a quality product to more customers. The lack of responsive plugins and modules are already making it hard for development which is why almost everyone is still in development phase.

And the least you can do, especially after asking such a price for just 1 single template is to resolve compatibility & integration issues so we can actually use this template. That is all I ask for and I don’t think that’s a unreasonable request since the problems I raised are legit. You can refuse to provide support because it’s too exhaustive to fix or it doesn’t conform to standards, but you cannot refuse support because you only support like in the demo. That is unacceptable! Unacceptable!!

1 user says Thank You to arucardx for this useful post

1. swissa

[seaneo Friend seaneoJoin date: December 2009Posts: 421Downloads:4Uploads:49 Thanks: 244 Thanked: 12 times in 1 posts]

#467983

Hello, I signed on for a another year and was getting ready to buy and download JA Wall when I ran across this thread.
On one hand I’m glad the template is so Apple-ready, but for me, this template has to work for Android version: 2.3.6 Gingerbread – is this possible? Thank you.

[tfosnom Friend tfosnomJoin date: October 2010Posts: 742Downloads:0Uploads:31 Thanks: 145 Thanked: 200 times in 94 posts]

#467986

Load the demo into your GB device and see,
It’s flawed on ICS 4.0 4.03 that is my Galaxy Nexus phone and My ICS generic 10.1 Epad
Shannon

[arucardx Friend arucardxJoin date: July 2010Posts: 346Downloads:0Uploads:10 Thanks: 21 Thanked: 138 times in 104 posts]

#467990

<em>@seaneo 339513 wrote:</em><blockquote>Hello, I signed on for a another year and was getting ready to buy and download JA Wall when I ran across this thread.
On one hand I’m glad the template is so Apple-ready, but for me, this template has to work for Android version: 2.3.6 Gingerbread – is this possible? Thank you.</blockquote>

I actually asked this question too, whether the template actually works on Froyo and Gingerbread but they didn’t answer that. But testing on the Gingerbread 2.3.3 SDK, there’s no issues on the stock browser. Since Dolphin is based off the stock browser and firefox, chrome runs on their own standards it should be fine on Gingerbread. But the resolution on the SDK is small so I can’t test the wider landscape mobile layout. Best way is still to load the site on the device itself, since that’s how I found my problem with ICS on the landscape mobile layout =(

[Arvind Chauhan Moderator Arvind ChauhanJoin date: September 2014Posts: 3835Downloads:74Uploads:92 Thanks: 1240 Thanked: 1334 times in 848 posts]

#468075

Hi arucardx,

Please give me thread url where the 3 of your main problems were raised. So that i can follow them up and get in touch with the staff who replied and wall developers to get updates for you.

Bugs have to be fixed and if they cant be fixed than such issues has to be added to known issues.

reply back with the links to your issues (thread / ticket), let me get them checked upon again.

Regards

Arvind

2 users say Thank You to Arvind Chauhan for this useful post

1. Wall Crasher
2. arucardx

[arucardx Friend arucardxJoin date: July 2010Posts: 346Downloads:0Uploads:10 Thanks: 21 Thanked: 138 times in 104 posts]

#468084

Hi Arvind,

Thank you so much for your reply. Allow me to provide the relevant information for your follow up.

Problem 1:
Top Nav Bar Disappear on Andriod Tablet – I was given absolutely no help at all to resolve the problem apart from a thank you message and feedback to QA team for future testing. No further follow up was given as well so that ticket is just left open as it is.
http://support.joomlart.com/index.php?/Tickets/Ticket/View/101250

Problem 2:
Disqus Comment Count & Infinite Scroll
Disqus integration problem with their universal comment count script. Problem caused by Infinite Scroll / JA Pager since it only happen on page 2 contents thus a template compatibility issue but was given a reply that says “We only support JA Wall like in the demo.” which I find ridiculous. I even provided detailed information on the exact behavior of the problem.
http://support.joomlart.com/index.php?/Tickets/Ticket/View/101282

Problem 3
?tmpl=component pop up linkback issue– No solution or attempts were even made to address the linkback issue despite my detailed thread. Eventually I gave up waiting & created a ticket to seek a work about to this problem but couldn’t receive help on getting it to work due to beyond support scope. The ?tmpl=component issue remains unaddressed till date even though it breaks the template entirely and the ticket was not closed by me, I just didn’t want to reopen and argue.
http://www.joomlart.com/forums/topic/facebook-url-problem-with-tmplcomponent/
http://support.joomlart.com/index.php?/Tickets/Ticket/View/101203

Please attempt to fix all these issues if possible or provide a reasonable explanation to why they can’t be fixed. They are all major issues imo which are preventing me from launching my site and I believe problem #1 and #3 affects everyone whose using JA Wall. #2 if they attempt to use a similar type of javascript.

I also have another outstanding issue which is related to lazyload where you can see some of my contributions to making this template better. Though if lazyload was coded differently, there wouldn’t be a need for all those og tag fixing. But that’s not my place to comment. You can find the ticket here.
http://support.joomlart.com/index.php?/Tickets/Ticket/View/100431

I look forward to a positive reply from your side this time =) Once again, thank you for your reply and assistance in this matter. I appreciate it.

[arucardx Friend arucardxJoin date: July 2010Posts: 346Downloads:0Uploads:10 Thanks: 21 Thanked: 138 times in 104 posts]

#468164

<em>@tfosnom 339516 wrote:</em><blockquote>Load the demo into your GB device and see,
It’s flawed on ICS 4.0 4.03 that is my Galaxy Nexus phone and My ICS generic 10.1 Epad
Shannon</blockquote>
@tfosnom, thank you for pointing that out. Just to confirm that the problem is with ICS instead of the device model itself, I loaded up the emulator for android sdk 4.0.3 and performed the test on 7inch and 10inch resolution with a pixel density of 160 which is as close to the relevant devices as possible. And indeed, I was able to reproduced the same bug there for both portrait and landscape mode so it seems that the problem is spread across all tablet devices using ICS.

As for mobile phone… they only show flaws when the default zoom is set to far. On the default setting which is medium, the mobile phone doesn’t display any error. I’m still wondering if that default zoom problem needs to be addressed since it’s a setting only available on the stock browser.

P.S: Arvind, I have received updates on two of the issues, which is the android tablet and the disqus script compatibility but what about the ?tmpl=component link back issue? Will someone be following up on that forum thread? The pop up preview option in JA Wall is rendered unusable until that is resolved.

1 user says Thank You to arucardx for this useful post

1. Arvind Chauhan

[Arvind Chauhan Moderator Arvind ChauhanJoin date: September 2014Posts: 3835Downloads:74Uploads:92 Thanks: 1240 Thanked: 1334 times in 848 posts]

#468331

Hi arucardx,

Team is working to find solution on the 3rd issue. Glad to hear that two of the issues were attended, please confirm if they were resolved.

Arvind

[arucardx Friend arucardxJoin date: July 2010Posts: 346Downloads:0Uploads:10 Thanks: 21 Thanked: 138 times in 104 posts]

#468334

Hi Arvind,

So far only problem #2 “Disqus Comment Count & Infinite Scroll” was resolved. Simple fix provided by Wall Crusher to call the disqus script again in wall.js =) Brilliant as usual.

As for the Android problem & ?tmpl=component link back issue, both are unresolved but I’m aware that your team is working on it and I appreciate it. I’m also doing my best to research, test from my end and provide as much information as I can to assist in the troubleshooting.

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