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[bandjc Friend bandjcJoin date: January 2008Posts: 4Downloads:0Uploads:0]

#125349

I purchased a membership last night at 8:30 PM by paypal. I waited an hour and tried to log in to the membership area. The website still showed that I had no subscriptions added to my account, even though I had already gone to Paypal and confirmed that the transaction had completed in full, and Joomlaart had been paid. I then contacted support through the contact page to inquire on when I would receive my membership rights (get what I paid for). I received no reply until 2:10am the next morning. I was contacted by Michael C and asked to provide my Paypal receipt number, I responded immediately with the Paypal information. I was then contacted and told that he would contact the sales department ASAP to get the situation worked out. This was over 12 hours ago now, and I have since sent many many contact messages about what is going on, I have PMd the administrator with no responce at all. I also sent many replies to the email that were sent me in the middle of the night last night asking for someone to please either unlock my account and let me download product, OR refund my money. I have received no response of any kind!

Has anyone else had this problem?

I purchased a membership because they have some nice templates, but I feel like I have been taken for my money, because I have received nothing. And I have not even been given the courtesy of a return email that at least said “we’re working on it”

Anybody got any suggestions??

Thank you

Sincerely

EXTREMELY FRUSTRATED PAID MEMBER WITH NO ACCESS

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

#237741

Hi bandjc,
Your account status (Licensed Member) shows that your account had been activated and granted access to Member download Area,

I am wondering how you can not download. Also, I have replied your PM about this within 24 hours which I think is fine response time.

Eg: If you need to get a quickstart of Avian II, please click here

[Michael Casha Friend Michael CashaJoin date: September 2014Posts: 2561Downloads:1Uploads:32 Thanks: 41 Thanked: 119 times in 1 posts]

#237748

I think I responded letting you know it’s resolved.. not sure.

Send me another e-mail if you still can’t get access.

[cgc0202 Friend cgc0202Join date: August 2007Posts: 2244Downloads:0Uploads:3 Thanks: 206 Thanked: 262 times in 1 posts]

#237751

<em>@bandjc 38660 wrote:</em><blockquote>I purchased a membership last night at 8:30 PM by paypal. I waited an hour and tried to log in to the membership area. The website still showed that I had no subscriptions added to my account, even though I had already gone to Paypal and confirmed that the transaction had completed in full, and Joomlaart had been paid. I then contacted support through the contact page to inquire on when I would receive my membership rights (get what I paid for). I received no reply until 2:10am the next morning. I was contacted by Michael C and asked to provide my Paypal receipt number, I responded immediately with the Paypal information. I was then contacted and told that he would contact the sales department ASAP to get the situation worked out. This was over 12 hours ago now, and I have since sent many many contact messages about what is going on, I have PMd the administrator with no responce at all. I also sent many replies to the email that were sent me in the middle of the night last night asking for someone to please either unlock my account and let me download product, OR refund my money. I have received no response of any kind!

Has anyone else had this problem?

I purchased a membership because they have some nice templates, but I feel like I have been taken for my money, because I have received nothing. And I have not even been given the courtesy of a return email that at least said “we’re working on it”

Anybody got any suggestions??

Thank you

Sincerely

EXTREMELY FRUSTRATED PAID MEMBER WITH NO ACCESS</blockquote>

I get frustrated myself. including here in Joomlart. You should read some of my earlier posts. 🙂

But, personally maybe you are overreacting. Relax. Cool down a bit.

What we must all realize is that Joomlart is not as big as Microsoft or Apple? Did you always get prompt services from these big companies? In fact, to my knowledge, if you did not enroll to their “personal care” option, you will be charged by the hour.

15000 customers is not really a big customer base at this stage. Multiply that by $70 (spread over a few years) and you will realize that their total revenue per year is still quite limited. Do not expect therefore that they could afford to hire a full time staff to work 24/7 anticipating an email from a customer and answer them pronto. They have to set aside a time of the day to answer emails.

I think Hung lives in the West Coast, USA who is one of the staff. MICCAS, is in Australia, and is just a volunteer.

Personally, I get irritated when someone calls while I am working. I lose my concentration easily. Thus, if the “programmers” and “webdesigners” spend so much time answering emails, immediately; in a small company like Jooomlart, what will suffer is their crearivity to devote to more important stuff — like as you say, creating the good templates that attracted you here.

I get anxious like you when an email is not answered immediately. But, I normally wait for a day or so before I get concerned. If the Customer Serice of my webhosting service for example answers within a few hours, I am very happy. And, I make sure to thank them.

If it takes them longer, I just do other stuff.

Cornelio

[cgc0202 Friend cgc0202Join date: August 2007Posts: 2244Downloads:0Uploads:3 Thanks: 206 Thanked: 262 times in 1 posts]

#237755

<em>@Hung Dinh 38686 wrote:</em><blockquote>Hi bandjc,
Your account status (Licensed Member) shows that your account had been activated and granted access to Member download Area,

I am wondering how you can not download. Also, I have replied your PM about this within 24 hours which I think is fine response time.

Eg: If you need to get a quickstart of Avian II, please click here </blockquote>

Hung,

My own experience is that your websites have multiple entries and they are not integrated in one login site, as far as I can tell. Sometimes when I move from one “site” to another, suddenly I find that I am not logged in, even if I am still logged in in the previous site where I started. So, I have to log in, again, to the “new site” in order to download stuff, for example. This is random but it happens quite a bit, for me.

You should look into this.

Another example. People are telling newbies in the Forum that there are tutorials. But, can you readily find the tutorial site resource base of MICCAS in your navigational links?

I find it odd that, for a template maker, your navigational links are not as user friendly. If you address this simple stuff, you will avoid many of the questions and sometimes the abuse that is being directed to the staff.

Just a suggestion. Don’t shoot me, if you get offended by my criticism.

Cornelio

[Michael Casha Friend Michael CashaJoin date: September 2014Posts: 2561Downloads:1Uploads:32 Thanks: 41 Thanked: 119 times in 1 posts]

#237760

cgc0202;38702Hung,

My own experience is that your websites have multiple entries and they are not integrated in one login site, as far as I can tell. Sometimes when I move from one “site” to another, suddenly I find that I am not logged in, even if I am still logged in in the previous site where I started. So, I have to log in, again, to the “new site” in order to download stuff, for example. This is random but it happens quite a bit, for me.

You should look into this.

Another example. People are telling newbies in the Forum that there are tutorials. But, can you readily find the tutorial site resource base of MICCAS in your navigational links?

I find it odd that, for a template maker, your navigational links are not as user friendly. If you address this simple stuff, you will avoid many of the questions and sometimes the abuse that is being directed to the staff.

Just a suggestion. Don’t shoot me, if you get offended by my criticism.

Cornelio

The tutorial site is still under construction, with major improvements coming. Hence why you haven’t seen many new tutorials lately.

[bandjc Friend bandjcJoin date: January 2008Posts: 4Downloads:0Uploads:0]

#237953

I appreciate everyone’s thoughts on this. Joomlart did get my account working within 24 hours, and I was finally able to download the templates. I understand that things happen, I have been in IT for well over 20 years myself…..BUT, as a consumer, when you go to a website that promises you download within minutes of payment, you have to make sure you can back that up, or don’t advertise it. (see below for a copy of what I saw when I purchased my account) this is copied straight off the home page.

“* Buy via Paypal & 2Checkout! Accept all major Credit cards!
* Pay and download instantly within minutes.”

I now understand that it is a small operation, and I fully understand how things can happen. I appreciate that everything was resolved, but please don’t try to tell me that 24 hours is resonable service when you are advertising minutes on your homepage! You should change your homepage to say “within 24 hours” otherwise it is false advertising.

I’ve been in the computer service world way to long, and I’ve been on the other side where these guys are at, don’t promise it, if you can’t back it up…

I am no longer frustrated, have my templates…BUT the truth still stands.

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

#237983

Hi bandjc,
Thank your for your understanding. The adverstising is right because all payments are processed instantly and most of users are able to download within minutes. However, as you have been working in IT for 20 years you will certainly sympathy that sometime the codes, the server wil have problem and we need to work on that manualy and we all live in different part of the world and try to fix thing in the quickest time as we can.

Relax, bandjc! Welcome on board

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