JoomlArt Forums 32,862 posts

[niceworld Friend niceworldJoin date: October 2007Posts: 12Downloads:0Uploads:0 Thanked: 1 times in 1 posts]

#123483

Dear JoomlaArt,

I’m very frustrated at the lack of attention I have been getting. My support thread has been open for three days, and it’s quite a serious problem because I can’t get a template working I paid $70for and that promised native 1.5 support.

I don’t know how your administration system is structured, but moderators and admin spend a lot of time in general and testimonial forum, so I thought I’d post this here in hope that my thread is taken a look at :confused:

http://www.joomlart.com/forums/topic/template-not-loading/

With hopeful regards,

[Menalto Friend MenaltoJoin date: May 2007Posts: 4736Downloads:0Uploads:43 Thanks: 2 Thanked: 531 times in 361 posts]

#231697

<em>@NiceWorld 30607 wrote:</em><blockquote>Dear JoomlaArt,

I’m very frustrated at the lack of attention I have been getting. My support thread has been open for three days, and it’s quite a serious problem because I can’t get a template working I paid $70for and that promised native 1.5 support.

I don’t know how your administration system is structured, but moderators and admin spend a lot of time in general and testimonial forum, so I thought I’d post this here in hope that my thread is taken a look at :confused:

http://www.joomlart.com/forums/topic/template-not-loading/

With hopeful regards,</blockquote>

This here is no big news about the support, many people paid same price as you did.
And i agree, moderators and admin spend alot of time in the general forums,
For me as a moderator here, i dont get a singel cent for help out here i do it as a volunteer. So all theese bugs they have problems to sort out Joomlart needs to get a grip of the paid staff they have or hire in more help to get a better support system here.

[perdu Friend perduJoin date: June 2007Posts: 227Downloads:0Uploads:26 Thanks: 10 Thanked: 20 times in 1 posts]

#231710

<blockquote>My support thread has been open for three days</blockquote>Only 3 days 😀 after waiting 3 months I gave up and chose a different template, still buggy though.

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

#231711

Hi Perdu,
I see that all of your recencent posts are complaints about the bugs when using with Joomla 1.5 RC versions.
Kindly note that the RC versions keep changing all the time and even all of the templates submitted for J! 1.5 templates contest can not provide a fully working version for the 1.5 versions.

There are alot of 1.5 versions and we will not be able to provide a complete instruction if we do not have a live URL and your Joomla information

[niceworld Friend niceworldJoin date: October 2007Posts: 12Downloads:0Uploads:0 Thanked: 1 times in 1 posts]

#231722

Dear Fellow Members,

Like most of you, I purchased a $70 subscription, but I have to say that I was never disappointed by a service in this way before.

Customer support is key to any business, and sadly, JoomlaArt has very little of it. They release a lot of templates but cannot keep up with people having trouble with certain aspects of it. The response is very slow, and I got a ‘could not be bothered’ attitude.

It angers me a lot to see this, especially after reading the benefits of joining JoomlArt:

<blockquote>You will have an account to access Templates Club Member Forums – Restricted to Members where you can get support if you have any problem using our templates.</blockquote>

It sounded very appealing, but did I get any support? None. And I think a lot of fellow members face the same problem. It’s customer deception >:(. If you guys aren’t going to provide support, just say you can’t. At least you’re honest and I know what I’m getting into.

And it’s not like I’m a Noob either. I am a heavy Joomla user, and a developer in one of the areas of the 1.5 project.

I guess from a marketing perspective I’m one of those 3% that actually post their opinion and complain. But rather than destroying the reputation of JoomlaArt, I hope this can be addressed as soon as possible. It really seems like you should have the capabilities to do that.

Best Regards,

[swemmel Friend swemmelJoin date: February 2006Posts: 794Downloads:34Uploads:53 Thanks: 36 Thanked: 64 times in 1 posts]

#231726

NiceWorld;30639Dear Fellow Members,

Like most of you, I purchased a $70 subscription, but I have to say that I was never disappointed by a service in this way before.

Customer support is key to any business, and sadly, JoomlaArt has very little of it. They release a lot of templates but cannot keep up with people having trouble with certain aspects of it. The response is very slow, and I got a ‘could not be bothered’ attitude.

It angers me a lot to see this, especially after reading the benefits of joining JoomlArt:

It sounded very appealing, but did I get any support? None. And I think a lot of fellow members face the same problem. It’s customer deception >:(. If you guys aren’t going to provide support, just say you can’t. At least you’re honest and I know what I’m getting into.

And it’s not like I’m a Noob either. I am a heavy Joomla user, and a developer in one of the areas of the 1.5 project.

I guess from a marketing perspective I’m one of those 3% that actually post their opinion and complain. But rather than destroying the reputation of JoomlaArt, I hope this can be addressed as soon as possible. It really seems like you should have the capabilities to do that.

Best Regards,

Hello Niceworld,

You have a point there and if I read the forums I know there are more customers facing the same problem.
I did put Hung Dinh’s attention to the issues with support to the customers. He told me that he will give this prior attention to make it better.

In the meantime, Menalto, MiCCAS, I and all the helpfull people on the forum will try our best to give as much support as we can.

With Kind Regards,
Peter

[niceworld Friend niceworldJoin date: October 2007Posts: 12Downloads:0Uploads:0 Thanked: 1 times in 1 posts]

#231750

I would like to ask for a refund. I have not used any of your templates and would be very happy if that is possible.

[niceworld Friend niceworldJoin date: October 2007Posts: 12Downloads:0Uploads:0 Thanked: 1 times in 1 posts]

#231751

<em>@NiceWorld 30673 wrote:</em><blockquote>I would like to ask for a refund. I have not used any of your templates and would be very happy if that is possible.</blockquote>

As a developer, I am aware that JoomlArt has submitted a template for inclusion in the stable release (the template contest). That template works, and is still being continuously optimized. What I am wondering about is why this knowledge can’t be shared here, to the paying customers who should be getting a premium service. But be that as it may, I have my experience with this site and would like a refund.

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

#231765

Hi NiceWorld,
I have responded to your complaints and you never care about the fact that some of the problems are continous issues of Joomla 1.5

<blockquote>I am aware that JoomlArt has submitted a template for inclusion in the stable release (the template contest). That template works, and is still being continuously optimized</blockquote>

It is in fact not the optimization work but the bug fixes work because the unstability of Joomla 1.5 RC and it is the global problem of all template designers.

As seen HERE, you have only one problem which has been answered. Please provide a live url to your joomla installation, we can not find out the reason with your provided information

[niceworld Friend niceworldJoin date: October 2007Posts: 12Downloads:0Uploads:0 Thanked: 1 times in 1 posts]

#231792

<em>@Hung Dinh 30690 wrote:</em><blockquote>Hi NiceWorld,
I have responded to your complaints and you never care about the fact that some of the problems are continous issues of Joomla 1.5

It is in fact not the optimization work but the bug fixes work because the unstability of Joomla 1.5 RC and it is the global problem of all template designers.

As seen HERE, you have only one problem which has been answered. Please provide a live url to your joomla installation, we can not find out the reason with your provided information</blockquote>

Well first of all you should not have deleted my testimonial. >:( That’s considered bad business practice and I will alert the Joomla Community of this.

Second of all the fact is that you can provide a working template for RC1 and RC3. It’s not like you are avoiding it until stable release. Your recent templates promise RC support and on that basis I purchasaed a membership. And as for information, I tried to provide you already with as much as possible and am now waiting for a useful fix or change I could use to resolve it.

[Khanh Le Moderator Khanh LeJoin date: November 2013Posts: 1884Downloads:41Uploads:31 Thanks: 44 Thanked: 203 times in 131 posts]

#231798

Don’t worry, NiceWorld. I’m here and will try to solve out all of your problems 😎

There’s an update in your thread, http://www.joomlart.com/forums/topic/template-not-loading/, please take a look.

[switt44 Friend switt44Join date: November 2006Posts: 13Downloads:0Uploads:2]

#231850

Greetings Joomers,

Check the “unanswered” posts/threads; over 400 dating back to May 2007. Also check the activity level of this forum– less & less participation as the weeks & months go by. Back in March, there were often over a 1,000 subscriber online almost all the time. Peak periods had over 2,000 online looking for help & sharing solutions primarily from the UNPAID volunteer moderators.

My thanks to them… i don’t recall ever getting any tech help from the JA staff;
only answers & excuses to my complaints. This is not a free OPEN Source community–
it is a PAID service with customers that expect some value with their purchase. Why is support even offered? if the JA staff finds it impossible to fulfill without the help of volunteers.

We know you guys are busy developing new templates, but how about the ones that you’ve already sold to customers that have believed all the promises from this web site & JA staff to offer a better support program. I personally was told about 6 months ago that a complete support WIKI was just weeks away from implementation. That is the last we’ve seen or heard anything about it.

As has been mentioned before, the look & style of the templates is 1st rate;
but what is Joomla all about anyway??? FUNCTION and these templates are so buggy
you’ve got to learn to fix them yourself, ‘cuz there is virtually NO SUPPORT here!

Don’t take my word for it, read other Joomla community forums. Everyone agrees, even the most diehard JA supporters–great templates, but the service/support is a joke. JA paid staff should be embarrassed by their reputaion in the Joommla community! If it wasn’t for the good will & technical expertise of the volunteer moderators this business would have folded by now.

That might be the plan, however, JoomLancers seems to be as busy as ever! Here’s hoping that somehow this company can rescue itself– i’m one of those foolishly optimistic people still waiting for an improved business model re: true tech support from the people that wrote the template scripts, not just the volunteers trying to guess what’s wrong.

I really would like to renew, but just can’t justify the cost even with 30% discount for renewal. I’ve been waiting & watching for 8 months now–guess maybe like others its time to move on to a better template company–one that actually cares about their paying customers with their actions, not just their words!

Again, my thanx & regards to the wonderful volunteers– u guys should get a lot more than regards, maybe some work @ Joomlancers or at least the ability to pick some of the PAID projects available here @ the JA Forum.

still hangin’ around,
guess i’m just a narcissist???

sWitt @ meanpony.com

PS kindest regards to Peter Swemmel & MICCAS

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

#231859

There is a fact that many unstable releases of Joomla 1.5 RC has raised more bugs and problem for joomla templates and request for support has been increased as a result. It’s been such a hard time with JA but things will be now improved. Promise is not a good way for any excuse but you will definitely see big improvements in customers services shortly.

[jsprague Friend jspragueJoin date: July 2007Posts: 62Downloads:0Uploads:5 Thanks: 14]

#231862

I would like to suggest you offer all of your fine moderators free membership to both your template and extesion club for the load they must carry and the lack of support given to them.

I’m sure you could set up some quick moderator prerequesites and responsabilities in order to qualify…

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

#231863

Hi jsprague,
Thank you for your suggesion, in fact all moderators are all offered unlimited access to templates and extensions as long as being moderators

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