JoomlArt Forums 32,862 posts

[john1000 Friend john1000Join date: March 2006Posts: 2Downloads:0Uploads:0]

#125863

i mail but dont get an answer.
so why would i get a reply after buying a subscription..?
How is the true support going?
I mean…how is the support when your a customer?
We cant judge that as these forums cant be read.

[elfenwald Friend elfenwaldJoin date: February 2008Posts: 67Downloads:0Uploads:0 Thanks: 2 Thanked: 1 times in 1 posts]

#239691

<em>@john1000 41138 wrote:</em><blockquote>i mail but dont get an answer.
so why would i get a reply after buying a subscription..?
How is the true support going?
I mean…how is the support when your a customer?
We cant judge that as these forums cant be read.</blockquote>

you are wise enough to write the post that I did NOT write before joining. So I answer this (with as little emotion as possible) to save you some time & money.

Right now – keep out.

After three weeks, I have two support requests open (one of them a serious bug that renders all current 1.5 quickstarts unusable for production sites), just a few evasive answers, no results or solution.

JA is getting a lot of heat currently, even from their own forum mods and support guys. Maybe things change in the near future, but right now: the beauty of the designs does not make up for the technical bugs and the non-existent support.

If you use Joomla 1.0.x and/or have someone to fix the templates for you, it might be ok, but still the current level of support is one of the worst jokes I have ever seen on the net. (and I am in IT business for about 18 yrs now and have seen a lot…)
User to user support is quite good, lots of nice folks around, but of course that only helps for modifications and minor issues, they can not fix bugs in the codebase…

P.S.: I would LOVE to write something different. JA has some stunning designs and obvious skills (thats why I joined), and it is a pity that they have not found a way to do business in a similar professional manner.

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

#239703

<em>@john1000 41138 wrote:</em><blockquote>i mail but dont get an answer.
so why would i get a reply after buying a subscription..?
How is the true support going?
I mean…how is the support when your a customer?
We cant judge that as these forums cant be read.</blockquote>

Hi john1000,
Can you please give me your ticket number ? I can not see any email coming from your address from the ticket system
<blockquote>0 Matching Results Found for your email”</blockquote>

[john1000 Friend john1000Join date: March 2006Posts: 2Downloads:0Uploads:0]

#239706

well hung dinh,

who said you could post my email address ?
My ticket wasnt created with that email address.
What does worries me now is that you just post other peoples email address, i never agreed with that.

And what member Elfenwald is writting is very serious.
In my case if i would take a subscription and needed some support and have to wait longer then 1 or 2 days then i would explode.

And thats what i mean with forums people cant see.
A year ago i almost lost my money on a subscription of a joomla component website as it turned out the forum of the component was filled with complaints ,but i couldnt see that as i was just a regular member.
its basically the same situation.

and as it looks …you dont seem to care what Elfenwald says either,so at this moment i dont see why i should take a subscription.

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

#239736

to john1000: I am sorry for posting your email, I have just edited the post. I thought I was PMing you :). Please let me know if you still need me to track down on your issues/questions

To Elfenwald: Joomla 1.5 has been released for a very short time, and JA have over 40 template to convert, to update to 1.5.0 and then to 1.5.1. It is not true that we “can not fix bugs in the codebase…”
but we need time to fix everything. The unstableness of Joomla 1.5 is causing alot of difficulity for us as well as all other Joomla developers.

[elfenwald Friend elfenwaldJoin date: February 2008Posts: 67Downloads:0Uploads:0 Thanks: 2 Thanked: 1 times in 1 posts]

#239737

<em>@Hung Dinh 41228 wrote:</em><blockquote>
To Elfenwald: Joomla 1.5 has been released for a very short time, and JA have over 40 template to convert, to update to 1.5.0 and then to 1.5.1. It is not true that we “can not fix bugs in the codebase…”
but we need time to fix everything. The unstableness of Joomla 1.5 is causing alot of difficulity for us as well as all other Joomla developers.</blockquote>

please, Hung – no misunderstandings on purpose. I said that helpful “normal” members, who do 80% of the support here (which is ok btw – many of the things asked here are not your business) can not do this. And according to their own statements even your so-called “support managers” here on the board have very limited resources, can not alter buggy download packages and are basically as much left in the dark as we paying customers.

Fact is: that you keep releasing packages with the very same bug that has been reported over and over again – and that bug has nothing to do with Joomla, but with your quickstart packages.

Fact is as well that JA ignores tickets and emails and does not communicate – and there are no bugfixes in a reasonable timeframe.

Fact is: you keep selling your packages as “Joomla 1.5 compatible”, not as “beta” or better “alpha”.

Fact is: stone-old bugs are corrected in the demo-site, but still present in the download packages…

OK – I’ll stop it. I have reported a few things, made a few constructive suggestions as well – you have chosen to ignore it (or have to little staff, or whatever – frankly not my problem), there are no solutions.

I may be one of those who clearly speak their mind, but you know very well that I am not the only one who is a “bit” upset about the current situation here and the lack of quality management and support.

Well, you have my request for a refund, on the forum as well as in your ticket system.
Do as you please.

I just wanted to spare someone else the same frustrating experience I had during the last weeks…

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

#239743

There are some bugs that have been updated to all quickstart download, one by one. We need verifying carefully so it will be nice to give us time. If you can specify which template you have problem, I will get it inspected and updated

[elfenwald Friend elfenwaldJoin date: February 2008Posts: 67Downloads:0Uploads:0 Thanks: 2 Thanked: 1 times in 1 posts]

#239747

<em>@Hung Dinh 41237 wrote:</em><blockquote>There are some bugs that have been updated to all quickstart download, one by one. We need verifying carefully so it will be nice to give us time. If you can specify which template you have problem, I will get it inspected and updated</blockquote>

really now – there are many forum threads, but not that many.

You know exactly what I am talking about, you promised to have a technician look after it about one week ago, and I (and others) have specified in great detail several times what the problem is. And the SEF bug is not the only one, as you know, but one of the worst and affecting ALL 1.5 and 1.5.1 quickstart packs, not just Fagus, which you also know very well.

See – I started my support request in a very friendly and self-ironic manner, despite the fact that obviously one of your staff members had “sold” me with false information and your sales copy is misleading at best.

That was almost three weeks ago.

Since then I have only seen evasive talk, poor communications if any at all, and promises resulting in nothing.

Just tired of it.

I hope JA at least has the decency to issue my refund quickly so we both can move on and do not have to go through boring Paypal refund claims and more pointless bickering…

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