JoomlArt Forums 32,862 posts

[salvi70 Friend salvi70Join date: August 2007Posts: 37Downloads:6Uploads:2 Thanks: 2 Thanked: 2 times in 1 posts]

#183785

Hi!
Joomlart is great, but sometimes even good things do mistakes. So this is a little critic.
Let me tell you a story! (sorry for my English!)

I’m JATC-member since 2007. Every year I renew the membership. I think this is one of the best Joomla-template sites in the web. I even needed support for an installation 3 years ago. It was worth the 40$ I payed. People do great jobs here and great support… yet!

As my membership endet last December I wanted to renew it. And as I have to set up a new website with a community I was really positively surprised about the Humble Bundles, especially Humble Bundle No.1 “JATC membership and Jomsocial Professional”.
Perfect, I thought! That’s excactly what I need.

So on January 1st I decided to buy it. As I actually can’t affort to spend much money these days I offered the minimum of $30. I know the Bundle is worth much more but these are Humble Bundles rules and at least I wanted to pay the minimum.

When I got the confirmation email with the coupon codes I noticed that there was an error. Instead of the codes of Humble Bundle No. 1, I got the codes for Humble Bundle No. 2 (JAEC membership and redComponent membership). Surely nice thing too, but I don’t needed them. I wanted the Bundle No.1; the templates and the social component.

Did I make such a mistake to order the wrong Bundle???
I went to Humble Bundle No.1 site again, read the informations again (no notes that it was expired) and clicked on the “Buy it here” link!
Well, THERE was the error! The link was wrong! It leaded to the purchase-site of Bundle No.2. Actually I didn’t notice the title there and just filled out the formular and payed.

Well, what should I do?
I thought: people here are nice and as the wrong order started from a wrong link they will surely change the coupon codes for a long-time member and send me the ones I wanted (and I thought I payed for): Humble Bundle No.1

I sent a message to the support.
A couple of days later I noticed that on January 3rd the Humble Bundle No.1 had ended and the “wrong” link was corrected.
And then I finally got the answer from support: “If you want JATC-membership you have to pay the difference of $40!”

Well, I was disapponted!!! Is this the final answer? No “sorry for the inconvenient of the wrong link?”
If I wanted the regular membership for $70 I’d ordered it directly from the website. But what I wanted was the Bundle No.1
Actually if paying $40 more would have been for the bundle (with JomSocial membership) ok, but the answer I got didn’t help me at all.

So I wrote back, explained everything again and asked them to be so nice to change the coupon codes. What different would it make for them?

Well, I waited for an answer.. 1 day.. 2 days… 3 days… 4 days… nothing…
Today I decided to let it be! I’ll keep the Humble Bundle No.2, even if I don’t need it at all…
So I activated the JATC-membership and wanted to activate the redCOMPONENT membership. But what surprise! The activation period was over! It lasted just 5 days after purchase. And as I waited so long for a support-answer (I never got) the activation period ended.

Now I wrote again to the support asking to send me at least a new coupon code.
But I don’t think they will even reply to me…

Greetings!
A (probably) ex-JATC-member

1 user says Thank You to salvi70 for this useful post

1. Hung Dinh

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

#479036

Dear Salvi,

Let me clear this up for you.

1. The JA + JomSocial deal ended on 27th Dec 2012. How do you expect to get lapsed deal when you place your order on 1st Jan 2013? The deal closure updates were made even on the social channels and via newsletter too.

http://easycaptures.com/fs/uploaded/509/7892663030.jpg

2. HumbleBundle deals are non-refundable and is clearly mentioned in the signup email and there are reasons for it. We have to maintain transperancy for the whole system, no adjustments, no refunds as the paid amount per user is meant for 3 parties (JA, JomSocial and joomla.org). Thats why you recieved such replies from the support team

3. Don’t take this personally, while the purpose of humblebundle is nobel (to raise funds for Joomla.org), it is equally sensitive and to avoid any confusion we are not going to manipulate or change any bundle purchase.

4. You said your Redcomponent coupon code is not working, we can help with that. if the coupon code sent to you has not been used, it can be reset. Will ask the support girl to send you direct email in regard to this.

While i fully understand your situation, you also have to understand and respect the JA stand on the humblebundle project.

On a personal level i can give you 3 months JATC free, but dont ask for expired humblebundle deals… we keep them clean and transparent.

Regards

Arvind

1 user says Thank You to Arvind Chauhan for this useful post

1. TomC

[salvi70 Friend salvi70Join date: August 2007Posts: 37Downloads:6Uploads:2 Thanks: 2 Thanked: 2 times in 1 posts]

#479047

Hi Arvind

Thank you for your reply!

I don’t want to turn this story in a public “it’s your fault-story”. I choosed to write it in the forum because I didn’t get answers on the support-channel.
So this is my last replay.
Afterwards you can close the thread and if we keep on talking then privately.

But let me reply to you:

1. Not everybody reads the newsletter, especially not during Xmas days.
Go to the still active link:
http://www.joomlart.com/blog/news-updates/joomla-humble-bundle-the-first-deal-is-live-featuring-joomlart-jomsocial

How do you understand that?
For me it means that the deal has been closed on Jan.3rd.
The day I ordered nothing was mentioned about “deal closed” on that site and the link leaded to a order form.

2. I never asked to be refunded. I only asked to get codes for the first deal – the one I thought I bought because of your wrong link – instead of the second deal.

4. Thank you for asking the support girl to send me a direct email. I didn’t use the coupon code yet.

And finally thank you for offering me a 3 months JATC free.

Ok, I think we’ve cleared everything, didn’t we?
Greetings!
Salvi

---

Attachments:

1. 

[8mind Friend 8mindJoin date: October 2012Posts: 5Downloads:0Uploads:0]

#479111

Wow, I’m happy to have found this thread. I too had a huge problem with this Humble Bundle. My problem, however, was that my license expired the first week of January and I decided to purchase a Developer license this time through the promotion that also included a year of hosting. I wasn’t sure how many domain licenses I’d need this year because I’m not doing as much web design, but I decided what the heck…I’m a big JoomlArt fan as well and I’d pay $250 to get the dev license and try out a new host.

Unfortunately, I needed immediate access to the license because I had a client site to demo right away and I did not get the immediate access I’ve been accustomed to through the normal process on the JoomlArt website. So I too reached out to support desk…no response for two days. When I finally received a reply this morning it was short and not helpful — it said the “coupon codes” were sent, check your email and spam folder…..then it went on to say “hurry up they expire!” Imagine my frustration when I looked in my spam folder and still did not see any email!!!

Luckily, when I did not receive immediate access I knew something was botched up. I had a feeling when the humble bundle specifally told me to check my spam folder that the email mechanism on this thing must not be very reliable. So yesterday (over a day after I received no response from support) I purchased the standard license through the Joomlart website. As I expected, I received immediate access to the template file I needed to repair my demo.

Now I’m disputing the $250 “Humble Bundle” on PayPal…no response from JoomlArt and no helpful response from support. Telling me to check my spam folder for coupon codes that will quickly expire is not support, perhaps a response with the actual codes would have helped. At this point I’ve purchased 2 concurrent licenses and I only need one. I’m so frustrated with JoomlArt now, that I’d rather stick to the standard license and not pursue more work with this that I would require to be able to afford the Dev membership.

Is anybody else experiencing problems with this “Humble Bundle” I find it hard to believe that we are alone……..

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

#479207

hi 8mind,

the humblebundle system is automatic and on payment the email with coupon codes do get sent to users. Anyways, please PM me your email and transcation ID of humblebundle.. i will get it checked and get back to you. You can withdraw your dispute with paypal, it is not needed, once your issue is resolved, i will ask the team to refund your standard membership.

Arvind

[8mind Friend 8mindJoin date: October 2012Posts: 5Downloads:0Uploads:0]

#479213

Hi Arvind,

Thank you kindly for your response on this!

Our only problem is that we signed up for another hosting package and have put the work into creating the client site on this host because we did not have access to the hosting offered in the humble bundle.

We can look into cancelling this hosting contract if the hosting company in the humble bundle deal will move the site for us?

Or will it be possible to refund the paypal dispute to avoid the extra work?

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

#479216

Well 8mind,

Humblebundle deals are not refundable, its clearly mentioned in the signup emails. The humblebundle deals are at throwaway prices but for a very nobel purpose, to raise funds for joomla.org , i feel really sad that you are trying to negotiate on this and wish to keep only one part of the bundle and on top of that you even raise dispute to paypal.

Humblebundle are not refundable, so please withdraw the paypal dispute before we can help you out. You will have to request cloudaccess.net for moving the site to them, we wont be able to commit on their behalf.

Out of 1000+ bundles sold, the problem of coupon code or emails not received are very few (hardly 5-10) so far, and such cases have to be handled manually, which takes time.

[8mind Friend 8mindJoin date: October 2012Posts: 5Downloads:0Uploads:0]

#479228

<em>@drarvindc 354469 wrote:</em><blockquote>Well 8mind,

Humblebundle deals are not refundable, its clearly mentioned in the signup emails. The humblebundle deals are at throwaway prices but for a very nobel purpose, to raise funds for joomla.org , i feel really sad that you are trying to negotiate on this and wish to keep only one part of the bundle and on top of that you even raise dispute to paypal.

Humblebundle are not refundable, so please withdraw the paypal dispute before we can help you out. You will have to request cloudaccess.net for moving the site to them, we wont be able to commit on their behalf.

Out of 1000+ bundles sold, the problem of coupon code or emails not received are very few (hardly 5-10) so far, and such cases have to be handled manually, which takes time.</blockquote>

While I understand the deal is non refundable, I never received your end of the deal. I appreciate the cause and everything but are you implying that being non-refundable means that I pay $250 and if I don’t receive the email I’m out of luck? I believe the PayPal dispute is exactly for this purpose and if I withdraw the dispute I have no recourse.

I am sorry for making you sad and regret that you feel I am negotiating but so far I have purchased multiple JoomlArt licenses and have not had any help with this issue through the help desk or the PM you requested I send.

I’m happy to withdraw the dispute if I am refunded one of the licenses I purchased and I can verify access to the hosting. Please forgive me for being cautious when I am threatened that a coupon will expire and I did not receive an email when I’m clearly reached at that address from the helpdesk automated response.

I don’t have throwaway money! 🙂 Thank you for your help Arvind.

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

#479234

As i said, we would be more than happy to help you out with the humblebundle deal you have purchased once you withdraw your dispute and i also assured you that you would be refunded the other package you bought while waiting for the email.

We have had very few such complaints where we have to manually interfere and help users and we are here to help. You can welcome to ping me on skype ( joomspot ) : i am all the way willing to help you,

Regarding your PM, here is the chat script with the team :

http://easycaptures.com/fs/uploaded/510/4960568058.jpg

It has been resent even while the paypal dispute is on, i await your confirmation if you recieve it or not, we are trying our best, so please dont say that we are not trying to honor our side of the deal.

Arvind

1 user says Thank You to Arvind Chauhan for this useful post

1. JA Developer

[8mind Friend 8mindJoin date: October 2012Posts: 5Downloads:0Uploads:0]

#479298

Sorry Arvind I still have not received anything. Apparently the email is getting blocked or filtered somewhere, I’m using Gmail so its surprising…I’m receiving the support tickets from the kayako help desk though.

At this point is it possible to just put the coupon codes in a response to my support ticket? I’m assuming since the team can see they went out they can see the contents of the email/coupon code. This is really what I expected when I put the ticket in, I’m not accustomed to dealing with this type of issue on a forum.

I know you are trying to honor your side of the deal, I will keep an eye on the support ticket to see if it gets updated. Thanks

[8mind Friend 8mindJoin date: October 2012Posts: 5Downloads:0Uploads:0]

#479469

<em>@drarvindc 354489 wrote:</em><blockquote>
It has been resent even while the paypal dispute is on, i await your confirmation if you recieve it or not, we are trying our best, so please dont say that we are not trying to honor our side of the deal.

Arvind</blockquote>

Still no coupon codes. $250 paid for bundle which I do not have access to + $70 for standard membership.

Possible options to get the coupon codes to me:
– support tickets from JoomlArt reach my email, to this point the only help offered was “check spam and hurry they expire”
– private message could be responded

I believe you are trying to honor your side of the deal, please respond to my PM or the PayPal dispute so we can resolve this. It’s not something either of us have time for I’m sure, it doesn’t look good the longer it drags on.

[Author]

Posts