JoomlArt Forums 32,862 posts

[sfutterer Friend sfuttererJoin date: August 2007Posts: 30Downloads:0Uploads:1 Thanks: 2 Thanked: 1 times in 1 posts]

#140713

Thinking about signing up for a membership? Make sure you don’t need any significant support – you wont get it here.

Let me give you an example. I’m a 1 year paid member and I wanted some support with a bot that Joomlart team created for one of their club templates. When I asked for support here’s what I was told:

From: JoomlArt
Sent: Wednesday, April 29, 2009 3:42 AM
Subject: [GENERAL #XEX-957792]: jazin mambot for J1.0.x

Dear,

It is very difficult to debug.

Alternatively, please take into consideration to post your requirements on Joomlancers.com to find a talent freelancer for your project.

I am sorry for not being of much help in this case.

Sincerely,

JoomlArt.com Customer Service.
http://www.joomlart.com

Seriously – Difficult to debug – YOUR PEOPLE CREATED IT.

1 user says Thank You to sfutterer for this useful post

1. dontflinch

[hanifahmed Friend hanifahmedJoin date: August 2008Posts: 576Downloads:0Uploads:5 Thanks: 67 Thanked: 141 times in 110 posts]

#302920

I understand your frustration, but that’s unfair don’t you think?

Support does genuinely help people, and I have referred lots of people to Support and all of them have come out satisfied.

Yes the support system here is not the best in the world – but there is one and it does work.

I’m sorry that your issue wasn’t solved, but a sweeping statement like this doesn’t mean JA is bad at what it provides.

It may have bumps to solve, but at least it’s solving them.

1 user says Thank You to hanifahmed for this useful post

1. TomC

[jsliao Friend jsliaoJoin date: April 2008Posts: 817Downloads:0Uploads:12 Thanks: 25 Thanked: 236 times in 210 posts]

#303968

Support is only provided for Joomlart products and also only if they are bugs pertaining to the template or plugin. Help can be sought on customization but all this help is provided on a voluntary basis. Although many have gotten help with such requests, it does not mean we have to solve every request especially when its complicated and difficult to do.

1 user says Thank You to jsliao for this useful post

1. just_tuan

[Hung Dinh Friend Hung DinhJoin date: September 2014Posts: 4408Downloads:11Uploads:189 Thanks: 309 Thanked: 3310 times in 3 posts]

#304157

Hi sfutterer,

The guidelines I have given to my staff are:

– 24 hours response or quicker
– Be communicative and personal
– Be professional
– Be appropriate (if the support request is “too far way” from the standard support then politely ask the customer looking for expert assistance/custom work at JoomLancers)

I can understand your feeling when not getting things done. However, we have to agree that your support request is out of our committed standard support:

Please – i need help with jazin mambot for J1.0 I have started to modify this to be compatible with alpha content I need to hack the jazin.php file so that I can create menu items for alphacontent sections. I need this so I can publish a specific module to individual sections. The default Joomla link URL menu option does not show up in the module as a menu options, so a hack is necessary.

starting at row 149 I changed:
Code:
if (isset($output[‘option’]) && $output[‘option’]==’com_content’) {
if(isset($output[‘task’])&& $output[‘task’]==’blogsection’){
changed to this:
Code:
if (isset($output[‘option’]) && $output[‘option’]==’com_alphacontent’) {
if(isset($output[‘task’])&& $output[‘task’]==’section’){
Now at row 186, I changed:
Code:
$query .= “(‘{$this->_menutype}’, ‘”.$m->title.”‘, ‘index.php?option=com_content&task=blogsection&id=”.$secid.”‘, ‘content_blog_section’, “.$m->published.”, 0, $secid, 0, $order, 0, ‘0000-00-00 00:00:00’, 0, 0, 0, 3, ‘”.$this->_sectionparams->toString().$this->_gparams->toString().”nsectionid=$secid’)”;
changed to this:
Code:
$query .= “(‘{$this->_menutype}’, ‘”.$m->title.”‘, ‘index.php?option=com_alphacontent&section=”.$secid.”‘, ‘content_blog_section’, “.$m->published.”, 0, $secid, 0, $order, 0, ‘0000-00-00 00:00:00’, 0, 0, 0, 3, ‘”.$this->_sectionparams->toString().$this->_gparams->toString().”nsectionid=$secid’)”;

OK Now- I need to modify a little bit further to assign a specific ITEMID. The menu items need to be the same ID as the alphacontent component (i.e. com_alphacontent&section=(whatever section id)&Itemid=1057 for both component and module). This ensures that no matter if the visitor clicks a link from the component or the module, they get the same page. Currently the mambot assigns a unique item id to each menu link it creates. I’m not sure how to do this hack. Is this something you can finish?

As everyone can see, your question is more or less a customization request to make the the template work with 3rd extensions (alphacontent component).

There is a lesson for us:

The support staff should have explained that such customization support can not be fulfilled. Also, the reply should have been more friendly & in a more professional manner.

[chalon Friend chalonJoin date: December 2008Posts: 25Downloads:2Uploads:0 Thanks: 9]

#304757

<em>@Hung Dinh 128014 wrote:</em><blockquote>Hi sfutterer,
The guidelines I have given to my staff are:

– 24 hours response or quicker
– Be communicative and personal
– Be professional
– Be appropriate (if the support request is “too far way” from the standard support then politely ask the customer looking for expert assistance/custom work at JoomLancers)
</blockquote>

Hello Hung Dinh,

Can you please check the Ticket ID UCQ-958921 which was created on 13 May 2009 08:48 AM but no response from any of your staff so far? Whether it is the system issue or the template issue, I believe at least your staff should give me a little response on what’s going on or what’s their opinions. Thank you!

[mj1256 Friend mj1256Join date: June 2007Posts: 1473Downloads:10Uploads:35 Thanks: 84 Thanked: 225 times in 118 posts]

#304788

Hung I have the same issues on my Joomlacache.com site

we answer within 24 hours, but many of the requests are for custom work which, as with JA, is outside the scope of the customer support agreement. Most people are fine with the explaination that they need to pay for the custom work. But some also get upset and start complaining just like they do here becuase they do not understand where the line is drwan between support and new work.

its tough for all of us., and just like me, you have to pay those developers to do the customer support.

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