Customer Support Discussion

Hi there facommunications.

Thank you for your comments. Your feedback is vital for us to help improve the ways we deliver. Your suggestions will be passed on the developers for consideration.

With regards to the Quay template I believe this is currently being updated to support JomSocial 1.8.8.

Ive been waiting for ages for some support!

Jomsocial current version: 1.8.9.
Lucy Van Pelt would say: "like shoveling water with a pitchfork"

MadMaxx wrote:

Jomsocial current version: 1.8.9.
Lucy Van Pelt would say: "like shoveling water with a pitchfork"

LMAO

Gavick not only have THE BEST templates out there, compatible with and uniquely styling some of the best components, modules and plugins around, but their support is fantastic.

I have absolutely no problem with Gavick. They're Terms and Conditions for support are totally reasonable.

I think that assumed knowledge for some things is not out of the question, either. If you can't work it out, don't expect to be spoon-fed solutions because you can't be bothered searching the forums (here and elsewhere) or reading the documentation.

When I can, I myself jump on Gavick Forums and try to help other users out.

Keep up the fantastic work, Gavick. Don't let the complainers get you down. Your work is second to NONE!

jpb wrote:

Thank you for your comments. Your feedback is vital for us to help improve the ways we deliver. Your suggestions will be passed on the developers for consideration.

Some time ago I was a member of Joomlart, this is how I learned about Joomla at all and at this time they had massive problems with the support in their forums. Anyday people complained about it and new threads were opened frequently. At some point it was very very very worse as people may imagine but somehow Joomlart integrated such support system into the forum where people can add their site and login data securely in a form, and this info is automatically passed on to a support person who can check the problem without people needing to post login data or submitting tickets. I think this made a big difference then. They also increased staff a lot, which also had a big impact on the customer satisfaction and even when the products are not as good a Gavick Templates, people seemed to liked it though.

So I think when the support type would be changed here, it would have an even bigger impact on customer satisfaction and sales as Joomlart experienced.

In some cases I also miss that support is not given on customization issues, but the price is okay, so I do not complain about it.

Spanners thanks alot. i've noticed your help around here and we really apreciate it...

Well I'm still waiting for help now! I can't get my adverts lined up propperly using the icki sports template.

I suppose the gavick support team can get back to you a few days late, and maybe not solve your solutions.

I've also noticed the support team can be very rude, towards me and other members! Now this Is no way to go forward.

I've been working with gavick for about a year now, and i'm starting to create a football network for over 500 teams! For example; Poland,Germany,england... Arsenal,Manchester united,inter milan etc etc...

I suppose I've learnt a hell of a lot through building my other football website - www.stockportinsider.com a few months ago.

But really in some cases, not in all gavick has been there for our troubles and helped us to put it right.

And I know when you want everything to go right and it doesn't, it goes completely wrong you want someone to take your anger/blame out on! Because I have done it myself.

Infact I've been very angry with some of the times i've had to wait for a reply! However you can now talk to a live gavick support member - if you go the home page and on the right hand side you'll see a little sign saying live support, they may be online or offline but for me this is better from gavick.

Trying to help customers out live rather than in the forum.

But I'd also like Mr ROBERT GAVICK the founder of Gavick to answer our questions we have! Afterall he runs the show so I'd like to put my points across to him.... Now I know this will never happen as ROBERT seems to keep himself to himself bur it would be great if you could at least open a new thread for ROBERT to answer some of our questions we have, as I feel this would give us an understanding of where everybody is up to eg templates,support etc.

Now, if would be abit unfair to blame Gavick for all our troubles with templates etc but we simply can't! I don't want to sound biased on any way at all here but just think that's roughly every 4/5 weeks when they bring a new temate out.

Now that's not long at all is it ey, if you think about it ROBERT and the TEAM have a lot of work to do before they can even start thinking about doing checks with the TEAM etc.

Now we musn't forget that gavick do produce the best joomla high quality templates around, so really why do we say otherwise?

All we want from Gavick is 'THE BEST' - the best templates, the best support etc.

And it's in Gavicks hands to make that happen.

So really we shouldn't complain the way we do! Gavick produce a template for us to work with and yes that's right if you have a problem use the forum to report your errors.

Gavick want the best for us, just as we want 'THE BEST' from them.....

Does anyone agree?

Kind Regards,

Jon Crook.

My post above gave some credit to Gavick but this has topped it off!

Speaking to a Live Assistant and I hadn't finished telling her my problems and she just said BYE and went!

See the picture of it which i Captured Below!

Shame on you Gavick!!!!!!!!



That is ridiculous and just goes to show how bad you really are!

After my comments I dont want anymore help of anyone because I think im going to leave and Join another Joomla company!

Because of the way we are treated! It will not do!

You need to learn a lesson Gavick!!

@joncrook67

I already replied on your ticket.
You are using an iframe on module with flash object. It's pretty difficult to adjust anything if you don't have control of media source.

The other problem about images not been displayed, please check the configuration of your SEF component. This doesn't have anything with the template. It's 3th party administration and we do not have any responsibility on it.

Finally, Paulina is not from Technical Support.
She is from Sales Support.

Cheers

I still can't believe the responses here! I think some of you ungrateful people out there need to go and see how much a web design company would charge you to design and build a corporate-standard CMS website. When you see a price tag with 4 to 5 zeros in it, you might be grateful that the Gavick Team are here to help with their high standard templates and highly customisable tools.

Some of these posts sound like you want them to do everything for you! Are you web designers or what?

Like I said in my earlier post, assumed knowledge! If you don't know enough CSS or how to use tools like Firebug, Google it and learn something.

And some of you think that a CMS is a simple, linear object that should work every time. Good, content-rich websites are a lot of work, and are constantly evolving and developing. And guess what? Like a motor vehicle, shit goes wrong.

When Gavick are there to help out, they do it quickly, efficiently, and when they're done, maybe they are off to help the thousands of other customers, rather than sit there with you holding your hand, passing you a cup of tea to make sure you're OK. I've NEVER seen them be rude on the fora.

By the way, love the new website, Gavick!

Web Design/Development is like the IT world - anyone that thinks they can turn on a PC thinks they are a Network Engineer and anyone that can download Joomla thinks they are a web developer.

In the skateboarding world they are called posers.

It's a shame, because it's people like this that my clients deal with first and I then have to go in and not only clean up their mess but also gain their confidence because of the hack job they got in the past.

However thanks to them, I stay busy with $4,000-$16,000 projects year round

Web Design/Development is like the IT world - anyone that thinks they can turn on a PC thinks they are a Network Engineer and anyone that can download Joomla thinks they are a web developer.

In the skateboarding world they are called posers.

so true...

thumbs up

It's a shame, because it's people like this that my clients deal with first and I then have to go in and not only clean up their mess but also gain their confidence because of the hack job they got in the past.

The best way to keep a customer satisfied. The first love is often disapponting, the second one is forever.
About posers, let your worst customers go to them. It's a winning strategy

My experience of support so far can be seen here:
IE6 sick
1 weeks, numerous requests, crap response, I felt ignored and made to feel stupid. I have had to fix it myself and am waiting for a response as to whether it's OK (i.e. not a security risk). What I'd prefer is to really know what went wrong, learn from it, but it doesn't seem like anything like that will come about here. It's a real shame because I do like a few of your templates and the designs aren't as fluffy as others. I just hope I don't run into too many more problems so I don't have to experience support again (or lack there of).

In comparison, on another club, I have had much better support, even from the other members. I've never read anything anywhere near as hostile as I have read on this forum. Their support, FAQs, documentation put Gavick's to shame. I can understand where some of the members' anger here comes from, and it's certainly not helped by 'show off' remarks about your price tags, numbers of users, skill level (because everybody has to start somewhere), derogatory remarks and links to the T&Cs (that really was a poor bail out - corporate and impersonal).

What got me angry was that it was if nobody even read my posts, let alone cared to do anything about it. Short little answers that were missing the point. I tried to keep my patience, but a week - come on! Not a word from the moderators and now I have handed over FTP access to someone that probably doesn't like me very much, and fixed it myself (note, I do not see it as a fix - more of a hack which leaves me feeling uneasy).

I guess that because it's all been so easy and friendly over at the other club this experience has hit me quite hard. I really like learning, and forums, FAQs, docs are a place to do it but I can't really see that happening here. I agree with what some of the guys are saying about having experience, and the price is low considering what you get (multiplied by 200,000 you're not doing too badly out of it too mind!), and holding hands and what-not but that isn't stated in the sales pitch at all. I understand that the update issue of 3rd parties was/is a really big deal, and having read this post I have the impression there's too few of you in support, ad your not communicating to your users effectively e.g. If I hadn't joined in a topic in the effort to help someone I wouldn't have learnt about a template update.

It's good to hear some of the other members with constructive criticism about how to improve support because my experience so far has been really bad. All I can say is go and have a look at what it's like over at Yoo. I'll check out T3 documentation, and just hope that someone comes out of the woodwork to offer some assistance here. Christmas might be responsible for some of the quietness of late, but my topic started last week.

I subscribe to a CSS mailing list and help out sometimes, I also have helped a bit on Yoo - so it is important to understand that the people you help now might be the ones helping others out in the future. It'd be good practice documenting customisations, fixes, updates etc. Some people aren't comfortable posting on forums, your other options are pretty much non-existent, and because of being international and different time zones it might be a 24 hour wait (over a week in my case) to get an answer to even a simple question.

I've said my piece. I think that support is lacking somewhat and I think that reflects in the argumentative style of this topic. There's been some sound constructive criticism so i hope that it can be acted upon.

Please don't reply to me aggressively or disrespectfully. I have just stated my experience so far, haven't singled anyone out, tried to balance arguments from both sides and offer some advice. I don't claim to be anything special so please just leave me out of that side of things.

Peas, CB

Hi

I would like to appologise to blakeys. It's me who He send FTP access, but I've really dissaperaed for internet at all because of Christmas preparations. Right now I'm sitting all night catching up with this delay. Please believe me I have nothing to You personaly. It's my job to help You and I have failed here, so have noone more to be angry at than myself.

Please find me on Skype because I have lots of questions about Your problems and forum is not the fastest solution in this case.

Thanks for getting back to me TeiBite, and helping out. I understand it was tricky time of year for everyone so no hard feelings.