Recent issues regarding support claims and expressions

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Viewing 14 posts - 16 through 29 (of 29 total)
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  • sequenceinc Friend
    February 8, 2008 at 11:47 pm #238648

    “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. Our JA Forums is more than just a customer forum, but also a place where you can exchange ideas about and your experiences with Joomla! Web design and developments. ”

    Right there.

    Yes, it can be open to interpretation. I guess what I see happening here is that there are so many people obviously disappointed by the company not living up to its promises. Some because of templates not being released in the number promised. Some because they appear to be missing key pieces, like the quickstart part. Some because they feel they are getting no assistance even though the promotional materials say they will.

    There is an overall disappointment with this company, and now, I share it too.

    Michael Casha Friend
    February 9, 2008 at 12:14 am #238651

    <em>@sequenceinc 39831 wrote:</em><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. Our JA Forums is more than just a customer forum, but also a place where you can exchange ideas about and your experiences with Joomla! Web design and developments. ”

    Right there.

    Yes, it can be open to interpretation. I guess what I see happening here is that there are so many people obviously disappointed by the company not living up to its promises. Some because of templates not being released in the number promised. Some because they appear to be missing key pieces, like the quickstart part. Some because they feel they are getting no assistance even though the promotional materials say they will.

    There is an overall disappointment with this company, and now, I share it too.</blockquote>
    What do you mean the templates not being released in the number promised? 2 every month.. we have never missed one.

    bigrk Friend
    February 9, 2008 at 12:58 am #238658

    <em>@sequenceinc 39797 wrote:</em><blockquote>Unless, of course, if your question never gets answered. I have posted a very simple question about where to find a particular piece of code, but either no one knows or no one answers. It is very frustrating to PURCHASE templates for which you believe some support will be provided, but then you don’t get any.

    Am I mistaken in thinking that help locating a bit of code is something the site owners should provide? I don’t know of anyone with a professional website who can use a template as-is with no modifications. And when a paying member asks for a small bit of help, is it unreasonable to think that help should be given?

    Here is the simple question I am referring to: http://www.joomlart.com/forums/topic/help-changing-font-size-in-main-body/</blockquote>

    Please go look at your post as stated above.

    sequenceinc Friend
    February 9, 2008 at 1:03 am #238660

    <em>@MiCCAS 39835 wrote:</em><blockquote>What do you mean the templates not being released in the number promised? 2 every month.. we have never missed one.</blockquote>

    Sorry, I have misunderstood the controversy about the number of templates. Strike that complaint and replace it with one the many others scattered all over the forum.

    Does no one see that the customers are very unhappy?

    Michael Casha Friend
    February 9, 2008 at 1:08 am #238661

    Regarding server issues, our Administrator is currently working with the host to fix the issues.

    mfcphil Friend
    February 9, 2008 at 1:20 am #238666

    Sequenceinc you can’t just say sorry but replace my incorrect complaint with any other scattered around the site, if they have not happened to you….thats hardly fair.

    and coming after a post from bigrk which has fixed your problem.

    1 user says Thank You to mfcphil for this useful post

    1. jconcepts
    sequenceinc Friend
    February 9, 2008 at 1:55 am #238668

    Actually, the post from bigrk has not fixed my problem.

    There is a larger point here that goes way beyond the problem that I am having with this company. It is that apparently there are quite a few unhappy customers. I misunderstood one of the issues, but that doesn’t negate the fact that there are many issues customers are having, and I listed a couple for illustration purposes.

    I don’t really care if my problem gets resolved or not, at this point. It is clear to me that the company does not care about its customers and the company makes false claims about its products. Nothing you say changes that.

    1 user says Thank You to sequenceinc for this useful post

    1. jconcepts
    Michael Casha Friend
    February 9, 2008 at 2:10 am #238672

    <em>@sequenceinc 39854 wrote:</em><blockquote>Actually, the post from bigrk has not fixed my problem.

    There is a larger point here that goes way beyond the problem that I am having with this company. It is that apparently there are quite a few unhappy customers. I misunderstood one of the issues, but that doesn’t negate the fact that there are many issues customers are having, and I listed a couple for illustration purposes.

    I don’t really care if my problem gets resolved or not, at this point. It is clear to me that the company does not care about its customers and the company makes false claims about its products. Nothing you say changes that.</blockquote>
    Are you referencing the issue you described in your email?

    1 user says Thank You to Michael Casha for this useful post

    1. jconcepts
    sequenceinc Friend
    February 9, 2008 at 2:14 am #238675

    I am referencing both the issue in the email and the little CSS question I have open. Of course, I would LIKE to have both resolved if I can. When I say that I don’t care… I mean that my life will continue on regardless and I don’t intend to dwell on this issue.

    1 user says Thank You to sequenceinc for this useful post

    1. jconcepts
    Michael Casha Friend
    February 9, 2008 at 2:36 am #238681

    Ok, well the issue you explained in your e-mail will be dealt with. I have forwarded it to hung and will contact him when he is next available.

    1 user says Thank You to Michael Casha for this useful post

    1. jconcepts
    sequenceinc Friend
    February 9, 2008 at 2:37 am #238682

    Thank you again.

    1 user says Thank You to sequenceinc for this useful post

    1. jconcepts
    elfenwald Friend
    February 9, 2008 at 7:54 am #238706

    <em>@mfcphil 39822 wrote:</em><blockquote>read TERMS part 9

    9. SUPPORT: JA templates and products are delivered ‘as is’, with no implied meaning that they will function exactly as you wish or with all 3rd party extensions/products. Further, we offer no support via email or otherwise for installation, customization, administration of Mambo/Joomla etc. Private customer forums are available at our Forums. JoomlArt.com does not commit to monitor these forums, but we reserve the right to respond and answer questions.</blockquote>

    see – it is useless to discuss legal fineprint with a Chinese company (this is not meant to be an offense to Chinese folks, its just a fact that even if one of us had a valid legal claim you can forget about getting through with it). And btw. I think this “sue-mania” is nonsense anyways – grown up people can solve their differences in other ways.

    It is also very much ok to keep a rest of fairness and understanding towards hard working devs.

    But there is a difference between “support” and “bugfixing” and “false advertizing”.

    If I try to install some weird third party component and it does not work with the template – bad luck. Maybe some nice guy or gal on the forums will help out, otherwise I have to fix it myself or hire someone. If I want to change the design – I ask a friend with design skills or do it myself. No need to bug the devs.

    But most of the stuff we are talking about is not about the templates not working as we “expect” or “wish”, but not working as they are advertized and sold.
    If they stated on the sales page: “we are currently in the transition to J! 1.5, we offer temporary beta solutions for developers, and hope to have working native 1.5 packs fit for production sites by end of XXXX” no-one could complain.

    But if you state “it works” and confirm it via email, then it has to work or you have to fix it. And fix it quickly.

    Thats what JA seems not to do, that has nothing to do with the paragraph you quoted, and thats why after a few more days another one will ask for a refund and leave this place and certainly not will call himself a JA-fan in the future…

    1 user says Thank You to elfenwald for this useful post

    1. jconcepts
    Michael Casha Friend
    February 13, 2008 at 10:55 am #239063

    Ok guys, let me explain this briefly to you.

    Basically support wise we’ve had so much spam that messages have been missed and well.. all hell had broken loose.

    I am working my way through all of the emails we have in the queue right now, and am processing all of the requests in there.

    If you don’t receive a response within the next couple of days please send me an email personally with your ticket id, and I will check it out.

    Hung is revamping the support system right now, and to help fight spam we’ve changed some of the emails. Please note if you send an email to the old system you will receive a message telling you the new one.

    I appreciate your patience during this time, and the understanding that we are working to fix all the issues you guys are experiencing.

    1 user says Thank You to Michael Casha for this useful post

    1. jconcepts
    sequenceinc Friend
    February 13, 2008 at 8:43 pm #239109

    I posted this on another thread, but also wanted to post it here for the record. My issue w/ JA has been solved to my full satisfaction, and I thank Miccas for taking care of my problem.

    😉

    1 user says Thank You to sequenceinc for this useful post

    1. jconcepts
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This topic contains 29 replies, has 7 voices, and was last updated by  sequenceinc 16 years, 9 months ago.

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