Public Forums 71,145 posts

[iguinee Friend iguineeJoin date: December 2009Posts: 453Downloads:10Uploads:39 Thanks: 58 Thanked: 32 times in 1 posts]

#148573

How frustrating is it to request for help and days after days you wait… and wait… and wait. not a single hint from JA.

2010 is proving very different with Joomlart. 3 points to note:

1- There is no real support on requests.

2- The response time JA has assigned itself is not respected

[iguinee Friend iguineeJoin date: December 2009Posts: 453Downloads:10Uploads:39 Thanks: 58 Thanked: 32 times in 1 posts]

#332377

JA Office closed. Does that mean no support from the team?

[Phill Moderator PhillJoin date: February 2014Posts: 7013Downloads:40Uploads:77 Thanks: 917 Thanked: 2206 times in 1818 posts]

#332378

There is support and tickets are being answered. Many people do rely on the forums for support and some don’t even realise there is a ticket system. Maybe that needs to be made more clear. The forum is mainly for support from the community. If you have a problem with a bug or setup then the ticket system will get you a response from the JA devs.

What are you currently struggling with?

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

#332380

Dear iguinee,

2010 – support time would be 12 hrs. You are misinterpreting it. JoomlArt would be implementing it soon and it would be duly announced. The blog title is “2010: 10 things you can expect from JoomlArt” Thats on the cards. Not yet effective. Staff recruitment is on its way.
JA Office is closed from 11-19 Feb. Limited Support is still available, 11 staff members are still working in the support system in shifts during this period.

Let me come straight to point. Tell me the issues you are struggling with in here or in the ticket system. Hope you have provided sufficient information for the support members to help you out.

1- There is no real support on requests.

Please submit your pending issues, you feel you have been deserted by JA. Thread links / Ticket IDs.

The last few thread i see from you is >>

1. http://www.joomlart.com/forums/showthread.php?p=164438#post164438 << No Site / support info added with the thread. Your Joomla version is 1.5.4, the error is there since then? Or it just cropped up? Does the Template got to do something with it?

I have not done any updates. Just scared about possible troubles arising from updating. I have done many customs.

Thats the quote from your last reply >> http://www.joomlart.com/forums/showpost.php?p=164438&postcount=3

So can you blame the template for your custom edits leading to errors? I am sorry to say that supporting such requests is not in our commitment and we may or maynot help. We help out for almost every query, dont take that for granted.

2. http://www.joomlart.com/forums/topic/problems-with-the-layout-after-installing-jazin/ << JAzin plugin is for Teline III, No one said a word to use it on other templates.

Please let me know your issues, which are not replied. I shall try my best to get the solutions for you. If your threads do not have the support info for us, please add the same. Hope you have followed the Support Guidelines for efficient help.

Arvind

++++++++++

On a personal note, i did not like the tone or words used by you. I would term it as a baseless allegation. Hope this thing ends here. We respect member feedback, but on a genuine basis. I advice you to tone down and help us to help you.
++++++++++

[iguinee Friend iguineeJoin date: December 2009Posts: 453Downloads:10Uploads:39 Thanks: 58 Thanked: 32 times in 1 posts]

#332386

I have submitted a Ticket on the 7th or 8th. I have not received any information about the support team.

My request was related to this topic.. The person who replied asked a question BUT did not suggest the problem has occured b’cos I have not updated my website.

<blockquote>What version of Joomla do you use? Have you tried to update (re-write) all Joomla files from install package?</blockquote>

Even if you cannot deal with requests, all you need to do is to inform the client and maybe suggest something. But the lack of response from JA on issues relating to your templates is not nice. You know better your templates than us. I personnally try my best to help others whenever I can. I understand that people submit their queries straight to the Foums. I have been with JA for years and I never knew that there was a ticketing system. Only in late january I received a suggestion about this service. I did not complain about the support received from the forums before, but this year, things are quite slow.

I sometimes read some threads and the clients are waiting days and days without even knowing that they could send a TICKET.

Few polite suggestions:

1- Make the link to the Ticketing system clear and easy to see by everyone.
2- Make some rules (maybe submit a ticket if you have not received a response from the Forum for 36 hours since you have submited your original/first request.
3- Do check the forums and answer UNANSWERED topics or give hints as soon as practicable.
4- It would be very helpful if people can receive a copy of the Ticket they have submited. (I have sent a request and I am not sure WHEN).

Have a good day!

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

#332407

<blockquote>We buy products and support. Don’t we? </blockquote>

Thats the title of thread you have put. Yes, you buy the products and support. Support for the JA product only. Rest all the requests are a discretion of mods / support and they shall attend to those after taking care of urgent issues. For Non JA Issues, you will have to have patience.

Your thread HERE . Tell me how do you relate that to JoomlArt Template / products and that too running Joomla 1.5.4 released almost 1.5 yrs back? You messed up your site, not the JoomlArt products. How do you expect JoomlArt to fix your Joomla! backend, that too on a priority basis?

1. The thread in which all the steps for Efficient support are mentioned is a compulsory thread and everyone who is online has to check it once before proceeding. So to say that you dont know about it, is NOT true.

2. Our Priority is fixes and support for template related issues. To reply or not to other customization or NON JA Template requests is a discretion of moderation and are open to discussion amongst members.

3. Did you follow the guidelines and submit your site details? What you expect, us to guess in thin air?

4. Did you raise a support ticket, if your thread is unanswered in the forum? Did you get in touch with any mods to get some reply, before you jumped to conclusions and wrote this thread out.

3. Raise a Support Ticket.

• Raise a support ticket, incase your post in forum is unanswered for over 24 hrs.

Quote from the Support Guideline thread.

2- Make some rules (maybe submit a ticket if you have not received a response from the Forum for 36 hours since you have submited your original/first request.

What more rules you want? The current one you did not bother to read or follow?

Follow the support guidelines and half of our troubles would be less. We can check out the issue immediately, instead of waiting for your response, which commonly includes asking for “website url please”, “please provide login info”.

You have made a issue out of nothing.

Next time, make sure you submit your support request as per the support guidelines and following that feel free to complaint.

I wish to end this thread on a good note and trust me we can be the best of person, if we are to handle issues much more like gentlemen. You got issues, fine. Put them in thread, put them in ticket system. Ask a moderator. Nothing works, feel free and blast us out, I would respect that and would stand next to you.

You do nothing of above, and come here to blast us for nothing, i shall make sure that the offending text is removed (as i have done above).

What we do?

Ask munders what i did for him today? I installed the whole site for him, as he was not able to do that himself in 2 weeks coz of server issues. That was not in forum, but the request was in my PM. Not because he is my friend, it was the first time we communicated. We help at our best, Its easy to help when given full info.

I hope to hit the right cords with you some day in future. Currently i am closing this thread, as it has nothing left to discuss about and has been started with false allegations.

Arvind

[Author]

Posts