JoomlArt Forums 32,862 posts

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

#132770

OK, lets face it, customer support is slipping again. Some of the mods answers (despite their gallant efforts) show that they have not even read the questions.

so, I suggest a new revenue stream for JA and another customer support model that would improve your cusumer support reputation. after all, you are a for profit business.

free customer support
1) the forum as it now is
2)
3)

premium customer support for a fee
1) uses support ticketing system
2) members pay a 6 month or 1 year fee for 24 hr reply
3) guaranteed problem resolutions
3)
4)

issues,
1) what is the price point for the fee
2) what are the limitations, is it full joomla support or just template support
3) staffing (DUH, your getting paid, hire someone 🙂 )
4)
5)

comments?

[bennitos Friend bennitosJoin date: May 2008Posts: 1717Downloads:0Uploads:39 Thanks: 39 Thanked: 474 times in 407 posts]

#268075

The idea itself is good altho i dont think they will manage.

When you are requesting a payed install of a template then they dont read your answer either and dont deliver it properly.

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

#268098

bump bump bump

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

#268341

A baseline for basic support and literature (documentation) must be met. I do not think the basic support and literature (documentation) are adequate. And, for this reason, it creates the problems and frustrations encountered in the Forum.

If the much talked about good service and literature database of RocketTheme is true, then Joomlart should be able to do the same. Here are what I consider basic support

1. Bug free and original templates before release to the general membership

=> beta version should be released for testing only to moderators and those willing to volunteer. And, if a beta version is released, this must be noted prominently in the download intro page description so that users are forewarned.

2. Template specific literature — manual, tutorials, How To’s and FAQs
3. Regular updates, including what I refer to as Joomlart Template Patch (Fix) Updates
4. Prompt response to legiitimate Joomlart related issues.

I am all for premium service, after basic support, such as those outlined the above have been provided.

Corrnelio

[questbg Friend questbgJoin date: May 2008Posts: 1912Downloads:0Uploads:1 Thanks: 146 Thanked: 339 times in 197 posts]

#268438

Great idea, I for one would be in favour of improving support by any method possible, and of course, I would be prepared pay for this.

Here’s an interesting story:
I’ve been having a problem recently with 3 language banners, I could translate the graphics easy enough, but then getting the graphic to change with the languages and point each banner to a different URL was proving beyond me!

I posted a new topic on the JoomFish forum and had a few suggestions and comments, but nothing that really helped me.

A few days ago, I joined their ‘Silver’ Club package. This cost me 60 euros for six months and gives me a ‘Club Member’ area of their forum where I posted the same question. 24 hours later, everything was working fine! For me, that’s a great 60 euros spent as the client who wanted the three language banners was starting to get a bit annoyed. Now client and me are both happy for a small fee!

JoomFish are more than honest and open on their forums, saying that non-Club members they will try and help if they have time, Club Members get priority and normally have a reply from a developer in less than 24 hours. I’ve found this to be true.

I also now have access to pre-release versions, extended documentation and some extremely useful little extensions too … so for me I’m happy with the money I’ve spent.

I wouldn’t mind paying for a ‘Premium Club’ section of the forum here that has priority response from JA staff and mods!

Cheers
Chris

[Author]

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