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[dave_logic Friend dave_logicJoin date: December 2011Posts: 95Downloads:17Uploads:6 Thanks: 6 Thanked: 11 times in 1 posts]

#172396

Simply the worst customer service experience ever.!!!

Can someone from JA (anyone!!) simply answer my tickets ?

Dave

[TomC Moderator TomCJoin date: October 2014Posts: 14077Downloads:58Uploads:137 Thanks: 948 Thanked: 3155 times in 2495 posts]

#432340

<em>@dave_logic 292652 wrote:</em><blockquote>Simply the worst customer service experience ever.!!!

Can someone from JA (anyone!!) simply answer my tickets ?

Dave</blockquote>
Greetings Dave:

Coming off of a long Holiday Weekend during which time the JA Offices were closed, notwithstanding . . . Perhaps before throwing out an extreme blanket condemnation such as this, you could provide your Support Ticket reference numbers so we can take a look for you.

😎

[dave_logic Friend dave_logicJoin date: December 2011Posts: 95Downloads:17Uploads:6 Thanks: 6 Thanked: 11 times in 1 posts]

#432347

<em>@TomC 292657 wrote:</em><blockquote>Greetings Dave:

Coming off of a long Holiday Weekend during which time the JA Offices were closed, notwithstanding . . . Perhaps before throwing out an extreme blanket condemnation such as this, you could provide your Support Ticket reference numbers so we can take a look for you.

:cool:</blockquote>

Firstly Tom,

I have seen many of your posts over the limited time I have been here and you come across as a decent sort of guy and helpful to many which I respect as I have accounts with many template clubs and have many ups and downs over the years but don’t think I wanted to to start my time here on a bad note….It has been made that way….

My initial ticket was to request a refund due to the template of choice not fully supporting K2 on Joomla 1.7

This can be found here: OHC-251-50146

This was a quite polite message requesting a refund as per your advertised policy.

During my wait for a response I posted in the forums (See below)

http://www.joomlart.com/forums/topic/ja-featured-module-k2-component/

Requesting information on an ETA to fix this however I was told I was incorrect….I also requested that someone look at my ticket within this post but no response…

Still while waiting a response I created a Demo version, Installed K2 2.51 (as suggested by you guys) to illustrate the issue at first hand – Still no response…

Finally I sent another ticket CGC-515-29703 requesting that you answer the first one as I gathered that maybe the sales team were off over the new year so addressed this to Tech support knowing that there was activity over this period in the forums. To be honest if a company can take a purchase over the bank holiday they should support it as up until I signed up I had no access to the forums so I would have never known. – Maybe an error on my part…

Regards,

David

PS: I am not desperate to leave JA just very frustrated !

[TomC Moderator TomCJoin date: October 2014Posts: 14077Downloads:58Uploads:137 Thanks: 948 Thanked: 3155 times in 2495 posts]

#432353

<em>@dave_logic 292664 wrote:</em><blockquote>
PS: I am not desperate to leave JA just very frustrated !</blockquote>
I can understand and empathize with you completely, David – as I was once, and many times since, in your shoes in terms of various issues coming up that, at first (and even for a time period) seem insurmountable and give rise to feelings of just wanting to throw in the towel and walk away. (Heck, it still happens from time to time … for ALL of us, I believe).

This issue now having been brought to my attention, I am going to investigate further and – if needed – elicit the assistance of some fellow Support Team colleagues to review and assist you further.

In the meantime – and in relation to those feelings of anxiety and frustration when trying to work through certain issues (especially with open-source web development issues such as these) – here is a piece I wrote a while back (born from my own personal experience) that you may find interesting and (hopefully) encouraging . . . .

THE THREE Ps – PATIENCE PRACTICE and PERSEVERANCE

Hold tight, my friend . . . assistance is on the way.

😎

[n6rej Friend n6rejJoin date: November 2006Posts: 1040Downloads:0Uploads:63 Thanks: 79 Thanked: 145 times in 90 posts]

#432391

<em>@dave_logic 292664 wrote:</em><blockquote>
My initial ticket was to request a refund due to the template of choice not fully supporting K2 on Joomla 1.7
</blockquote>
Please understand that #1 our latest templates do support k2. and #2 that telineIV is NOT a recent template.
while it is one of our most popular & frequently updated template its also one of our most complex. To the best of my knowledge it currently supports k2 2.4.2 though it might be 2.5.1…..

Starting with v2.5.0, they switched to JQuery – which I suspect is the reason why its not just instantly working….

Since October 2011, there have been 4 updates . . . thats 4 in less then 90-Days. Its almost impossible to re-work over 100 extensions / products when K2 is releasing changes so frequently – SOME of which were major (such as 2.5.x).

Will we get telineIV to work with k2 2.5.x soon? . . . Yes, I fully expect so… and its perfectly fine to submit a Ticket and see if, perhaps, its something simple that can be done to fix it. Personally, I am not one of the JA Devs working on this issue, so I can’t speak with utmost authority.

<em>@dave_logic 292664 wrote:</em><blockquote>
Still while waiting a response I created a Demo version, Installed K2 2.51 (as suggested by you guys) to illustrate the issue at first hand – Still no response…

Finally I sent another ticket CGC-515-29703 requesting that you answer the first one as I gathered that maybe the sales team were off over the new year so addressed this to Tech support knowing that there was activity over this period in the forums. To be honest if a company can take a purchase over the bank holiday they should support it as up until I signed up I had no access to the forums so I would have never known. – Maybe an error on my part…
</blockquote>

You submitted 2 tickets within a 3 day period of time. Needless to say, we’re busy as bee’s trying to get caught up with what has come in over the Christmas-to-NYE Holiday period. Yes some of us die-hards were here to “stem the tide” – but many of but our office staff was not.

We ( The Mod’ Squad ) are your “critical care unit” – we triage and treat those we can, as best we can. However, there are those issues that we need to escalate to the “surgeons” (aka, our JA Dev Team). While I understand that the process can sometimes seem inconvenient, I think/hope you can understand that everyone deserves a holiday once in a while :p .

Personally I’m proud of the Mods and Devs who did devote time during their holiday to check-in and triage what they could. It demonstrates a real pride and dedication to JA and our products.

So, with that being said – please submit a Ticket with the technical issues you are dealing with, and we will do our best to try to assist you.

[dave_logic Friend dave_logicJoin date: December 2011Posts: 95Downloads:17Uploads:6 Thanks: 6 Thanked: 11 times in 1 posts]

#432395

Hi,

Thank you for your response…I just need to reiterate a few points

Please understand that #1 our latest templates do support k2. and #2 that telineIV is NOT a recent template.
while it is one of our most popular & frequently updated template its also one of our most complex. To the best of my knowledge it currently supports k2 2.4.2 though it might be 2.5.1…..

Whether TelineIV is a recent template or NOT you are advertising it as compatible with K2 and Joomla 1.7 which means that you are categorically stating that it supports K2 2.5x as this is the only 1.7 K2 version which it does NOT! Your advertisement and blog post actually goes as far as stating “That old modules have been updated to support K2 etc etc……” So to a first time new customer this says to me that you are selling an updated template compatible with a Joomla 1.7 version of K2

To reiterate even further when you read the info for JA Travel you state VERY clearly that although its supports Joomla 1.7 it ONLY supports K2 under Joomla 1.5. If you had such a clear message for JA TelineIV then I wouldn’t have bought it in error would I ???

If you stated which build versions are supported in your descriptions of templates for 3rd Party Components then this confusion would not be caused…This is done by some of your competitors

Starting with v2.5.0, they switched to JQuery – which I suspect is the reason why its not just instantly working….
Possibly…..

Since October 2011, there have been 4 updates . . . thats 4 in less then 90-Days. Its almost impossible to re-work over 100 extensions / products when K2 is releasing changes so frequently – SOME of which were major (such as 2.5.x).
Yes I understand this but refer once again to my earlier statement……I signed up for this template only based on your incorrect advertisement..

Despite all of this you all appear to be nice people so in the interim I am going try one of the later Templates and not go ahead with the refund (which I still have not heard anything back from anyway !!)

Dave

[TomC Moderator TomCJoin date: October 2014Posts: 14077Downloads:58Uploads:137 Thanks: 948 Thanked: 3155 times in 2495 posts]

#432402

With all due respect, Dave – and in the spirit of mutual understanding and consideration for one another and yours’ and JoomlArt’s position with regard to the issues you indicate above – I do feel need to clarify a few items . . . .

<em>@dave_logic 29271 wrote:</em><blockquote>
Whether TelineIV is a recent template or NOT you are advertising it as compatible with K2 and Joomla 1.7 which means that you are categorically stating that it supports K2 2.5x as this is the only 1.7 K2 version which it does NOT! Your advertisement and blog post actually goes as far as stating “That old modules have been updated to support K2 etc etc……” So to a first time new customer this says to me that you are selling an updated template compatible with a Joomla 1.7 version of K2 [/quote]
In point of fact, the description for Teline IV – as it currently appears on the Teline IV information page – states the following:

The much awaited JA Teline IV has been released as December Template for Joomla!. With fresh styles and updated extensions along with support for K2 and FlexiContent, the adaptability for existing sites would be breeze. New extensions have been developed and older one’s updated to support more features and be flexible to work for multiple sources of articles such as K2 and even FlexiContent.

So, in point of fact, the description does not read “compatible with K2 and Joomla 1.7” as you indicate above. Further, when Teline IV was originally released in December 2010, there was neither a J1.7 compatible K2 2.5 nor a Joomla 1.7. As such, the then available version of the K2 component – which was compatible with J1.5 – was the K2 that was integrated into Teline IV and, hence, the original release of Teline IV’s “support for K2.”

Therefore, the information is neither incorrect nor erroneous. Rather, this seems more a case of unfortunate misinterpretation of information than it is any kind of perceived “deception” or ” false advertising” on JoomlArt’s part. Again, in point of fact, nowhere does it “categorically state” that Teline IV J1.7 supports K2 v2.5.

<em>@dave_logic 29271 wrote:</em><blockquote>To reiterate even further when you read the info for JA Travel you state VERY clearly that although its supports Joomla 1.7 it ONLY supports K2 under Joomla 1.5. If you had such a clear message for JA TelineIV then I wouldn’t have bought it in error would I ???[/quote]
To reiterate, this seems more a case of unfortunate misinterpretation of information than it is any kind of perceived “deception” or ” incorrect advertising” on JoomlArt’s part. Nevertheless, I do agree that updating the respective template’s information for inarguable crystal clarity would be a good idea – and one which I will most definitely be discussing with our webmaster immediately.

<em>@dave_logic 29271 wrote:</em><blockquote>Yes I understand this but refer once again to my earlier statement……I signed up for this template only based on your incorrect advertisement..[/quote]
To reiterate, this seems more a case of unfortunate misinterpretation of information than it is any kind of perceived “deception” or ” incorrect advertising” on JoomlArt’s part. Nevertheless, I do agree that updating the respective template’s information for inarguable crystal clarity would be a good idea – and one which I will most definitely be discussing with our webmaster immediately.

<em>@dave_logic 29271 wrote:</em><blockquote>Despite all of this you all appear to be nice people so in the interim I am going try one of the later Templates and not go ahead with the refund (which I still have not heard anything back from anyway !!)

Dave</blockquote>
We very much appreciate your feedback and comments, Dave – and, although I maintain that there is no “incorrect advertising” or deceptive practices involved here . . . as I mentioned above, I will be bringing some of these issues up with our content webmaster immediately.

In the interim, we look forward to assisting you as best we can with issues that arise as part of your continuing JATC based website development.

🙂

[dave_logic Friend dave_logicJoin date: December 2011Posts: 95Downloads:17Uploads:6 Thanks: 6 Thanked: 11 times in 1 posts]

#432441

<em>@TomC 292729 wrote:</em><blockquote>With all due respect, Dave – and in the spirit of mutual understanding and consideration for one another and yours’ and JoomlArt’s position with regard to the issues you indicate above – I do feel need to clarify a few items . . . .

[/B]In point of fact, the description for Teline IV – as it currently appears on the Teline IV information page – states the following:

The much awaited JA Teline IV has been released as December Template for Joomla!. With fresh styles and updated extensions along with support for K2 and FlexiContent, the adaptability for existing sites would be breeze. New extensions have been developed and older one’s updated to support more features and be flexible to work for multiple sources of articles such as K2 and even FlexiContent.

So, in point of fact, the description does not read “compatible with K2 and Joomla 1.7” as you indicate above. Further, when Teline IV was originally released in December 2010, there was neither a J1.7 compatible K2 2.5 nor a Joomla 1.7. As such, the then available version of the K2 component – which was compatible with J1.5 – was the K2 that was integrated into Teline IV and, hence, the original release of Teline IV’s “support for K2.”

Therefore, the information is neither incorrect nor erroneous. Rather, this seems more a case of unfortunate misinterpretation of information than it is any kind of perceived “deception” or ” false advertising” on JoomlArt’s part. Again, in point of fact, nowhere does it “categorically state” that Teline IV J1.7 supports K2 v2.5.

[/B]To reiterate, this seems more a case of unfortunate misinterpretation of information than it is any kind of perceived “deception” or ” incorrect advertising” on JoomlArt’s part. Nevertheless, I do agree that updating the respective template’s information for inarguable crystal clarity would be a good idea – and one which I will most definitely be discussing with our webmaster immediately.

[/B]
To reiterate, this seems more a case of unfortunate misinterpretation of information than it is any kind of perceived “deception” or ” incorrect advertising” on JoomlArt’s part. Nevertheless, I do agree that updating the respective template’s information for inarguable crystal clarity would be a good idea – and one which I will most definitely be discussing with our webmaster immediately.

We very much appreciate your feedback and comments, Dave – and, although I maintain that there is no “incorrect advertising” or deceptive practices involved here . . . as I mentioned above, I will be bringing some of these issues up with our content webmaster immediately.

In the interim, we look forward to assisting you as best we can with issues that arise as part of your continuing JATC based website development.

:)</blockquote>

Hi Guys,

I would honesty like to draw a line under this and get on happily from now on. If it helps in hindsight it does look like I’ve gone a bit overboard here but I am honest in my statements that this is what I believed I was buying and stand by that. The reasons I want to stay now is that I have noticed that in fact the level of support is better here than most template clubs I’m a member of and a lot better than two very well known ones in particular. The level of customisation support also appears to quite good which lacks severely in many of the other companies . (While I have been ranting I also have been browsing the site). Also, if I had noticed the demo builder (which is a genius idea) prior to purchasing I would not be having this conversation. So if you want to read a “sorry” into this then feel free to do so..I am now going to concentrate on getting the NEX template to work for my needs instead and will post any issues relating to this in the NEX forum in a nice and polite manner.

Thank you for your time and Happy New Year.

Dave

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1. TomC

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

#432450

I think you are making a good choice with Nex. In my mind it is a much friendlier template than Teline IV and as you can see comes with a lot of K2 integration out of the box.

Whatever has passed and whatever previous problems you have faced I am glad to see you are now less frustrated. Believe me, we do try our best to help.

1 user says Thank You to Phill for this useful post

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