Customer Support Discussion

Please, I need the jomsocial layout updated for the Party Freak ver2.0.0 (to work on js 1.8.8)

I have three days waiting for any answer on the forum and via support email and nothing...

What you waiting for?
Diego

hey diego. please read the terms and conditions before complaining like this:

http://www.gavick.com/component/content/article/46.html

GavickPro does not warranty or guarantee these products in any manner. We cannot guarantee they will function with all 3rd party extensions, components, mambots, modules or other products

in other words. Gavick cannot in anyway be hold responsible to make a template work with updates of 3rd party extensions like jomsocials..

how ever i cannot say if our developer is working on making the jomsocials templates work with latest jomsocial.

You guys are so missing the big opportunity here! You have some of the most innovative joomla template designs anywhere, yet you REFUSE to fully support your members. If you don't intend to support 3rd Pary component customizations then you should not include them in your template demos!

I am so completely disappointed with this membership that I cannot find enough negative adjectives to describe how badly I feel about having spent my money with you guys -- The Gavick Pro Template Club SUCKS!!!!!

Friends don't be angry. It's..tough to pick up the phone when you have so many things to do. This is a hard work and workers need some air...Let the people do their job.
You have a new template every month.You have forum. And finaly you have Google.

I think that is more important not to adress our problems to Gavick, but trying help each other and ourselves.

p.s.sorry for my english
p.s. Let be more positive
Best regards,
Aruan

I am more than happy with gavick support all the times I have been in need of it. Sometimes it may take some time, but they have alot to do also.

Supra Sociatem Nemo

I suppose that if the template Party Freak zip and quickstart is updated to 2.0.0... why the other files like jomsocial layout is not updated too??? normally any company like Rockettheme or Yootheme update complete available packages when is necessary.

It´s to hard for your team to put a simple answer like: please give us few days to do that.. we are working in this update, or something???

Read carefully Sr before answer my topic: I have not requested any special customization of the Jomsocial layout for me in this case, only I want that the gavick offered on the last Party Freak version 2.0.0 to work properly with the latest version of Jomsocial 1.8.8 as their demo looks.

I´m so agree with this too: If you don't intend to support 3rd Pary component customizations then you should not include them in your template demos.

Diego

I am not criticizing the gavick work, (all the templates and extensions are amazing)

I'm just asking what they offer on the demo, so for this reason I paid the membership.

I'm sorry but jansverre I think you're such a flatterer...

Hi

Please follow this topic.

Cheers

To be honest, RT and other template producers have also big problems updating their templates for Jomsocial 1.8.x (see problems with RT Affinity).

MadMaxx wrote:

To be honest, RT and other template producers have also big problems updating their templates for Jomsocial 1.8.x (see problems with RT Affinity).

However, you neglected to mention that THEY provide their members with SUPPORT. This sorry substandard template club DOES NOT!

Again, if you don't intend to support the 3rd Party extensions PLEASE STOP INCLUDING THEM IN YOUR DEMOS & STOP OFFERING COUPON CODES AND DISCOUNTS FOR THEM!!!!

The only reason that I joined this template club was for the Quay & Party Freak Templates and neither one of them work as advertised! This costs time and money!!!

And PLEASE stop with the excuses ... If you charge for it, SUPPORT IT!! This is not charity work, everyone posting here PAID for SERVICE.

pdqdigitalmedia

This sorry substandard template club DOES NOT!

Please moderate your opinions. One thing is be critic, shouting your demands , other thing is be offensive.

Seichinha wrote:

pdqdigitalmedia

This sorry substandard template club DOES NOT!

Please moderate your opinions. One thing is be critic, shouting your demands , other thing is be offensive.

Are you offended by my very honest review of the poor quality and lack of support that I've received here in this template club? Great! You should be! It's already September and the August template has not been delivered. Not to mention that I have not been able to successfully deploy not one single template that I've signed up for -- not one! (Quay & Party Freak with JomSocial Support)

I am still struggling to sort out how to make the Party Freak template look like the demo. The included documentation for Party Freak do not include instructions on how to set module positions for jomsocial. It refers to the Quay template which is most confusing.

If you want to put an end to the complaints, you should improve your overall services. If you want ME to shut up, please offer me a full refund and I'll happily go away!!!

I think Elvesocial is a great looking template but oh my god, there are so many problems. You guys just are not capable of supporting good products from what I can see. You do not meet the terms of your contract. It's a joke and a shame because you produce products people need but only get them half right.

pdqdigitalmedia wrote:

However, you neglected to mention that THEY provide their members with SUPPORT. This sorry substandard template club DOES NOT!

As an example, at RT the first post about conflicts with JS 1.8.1 is dated 22 Jun 2010. It's september now. Yes, a lot of posts from the support, but NONE of the problems has actually been solved yet. It seems that the big problem is with Jomsocial support to developers. If you use Quay and Elve Social with previous versions before JS 1.8 they work perfectly, but Jomsocial doesn't publish links to downloads of 1.6.x (I think 1.7 has never existed).
And the same problem is with ALL Joomla template producers.

Hi

You got the point MadMaxx. JomSocial is a very specific extension. The developers of it are workaholics (in good mean), but result of this is that the updates/changes comes sometimes twice a week or more. This is just impossible to be ubdate on this because we won't be able to do anything else. Please understand. I'm trying my best (like all the rest of the crew) to help, but sometimes many hours of my work is just deleted by a new update. But I'm not quiting and still comming back to the same old fixes but for the new versions.

To MadMaxx

With all due respect, I must point out that I'm not at all concerned about prior versions of JomSocial and whether or not they worked properly with Gavick templates. What I am concerned about is whether or not these templates work at the time that I download them during the course of my Gavick membership. There's an active link in the members section for a discount off of JomSocial which indicates that Gavick Template Club developers receive a commission off of JomSocial purchases made by Gavick members. Thus, like all other developers, they have the same access to source code as well as priority level support from the JomSocial team. Nonetheless, I've been able to deploy 14 sites based [...] templates over the past month. However, I only went to [...] after struggling with the Quay template here. So I guess the folks over at [...] have Gavick to thank for my membership. Yes, [...] has their fair share of problems. But it never took more than 8 hours for me to receive a solution to whatever issue that I was having. And the [...] forum admins never once offer up a bunch of silly excuses -- JUST SOLUTIONS!!!!

By contrast, I have yet to deploy one single site with a Gavick template successfully during the same time period. What a shame!!!!! I know that I'm not the only one experiencing difficulties with Gavick templates because I've searched the forums. What I found was very disappointing. I'm giving up on Party Freak and going with a [...] theme instead. And I leave you with this .... I have nothing good to say about Gavick support and product quality. NOTHING!!! Yes ... the templates look good, just don't try to use them on a production site. If you do, you'll expend a lot of time and energy with nothing but frustration as your reward.

Hi,

This problem is, because jomsocial 1.8.8 don't check which jomsocial style (for browser) should load in PartyFreak template (style.css, styleIE6.css and styleIE7.css), and load all of them.

This is from firefox:

Code: Select all

<link rel="stylesheet" href=".../components/com_community/templates/default/css/style.css" type="text/css" />

<link rel="stylesheet" href=".../com_community/assets/window.css" type="text/css" />

<link rel="stylesheet" href=".../com_community/assets/autocomplete.css" type="text/css" />

<link rel="stylesheet" href=".../com_community/templates/default/css/styleIE7.css" type="text/css" />

<link rel="stylesheet" href=".../com_community/templates/default/css/styleIE6.css" type="text/css" />


We are working to fix this problem!

Will you fix Quay too?

Just signed up for membership two month ago because we wanted to use Quay for a site, and we're still trying to get it to work with JomSocial

Yes, Quay will be next.

We hope so, michalkie!

We know that templates for August and September are still pending, but before finish them should worry about the templates as Party Freak, Quay and others to work ok with the Jomsocial version 1.8.8 because many users use them in this moment since april.

Now we know that it is better not to update the Jomsocial version until we have also updated the template from Gavick to avoid this kind of problems that you unfortunately do not resolve quickly. (Usually I wait a week after the new version but wait more than a month, does not seem reasonable)

But we can do if we already have installed the new version of jomsocial 1.8.8 before all this layout issue? nothing, now we just have to solve the problem as soon as possible.

Please give solutions and not excuses,
Diego

Maybe the real solution is for some of you to only offer products/services to your clients that you can support yourself.

The problem with our industry is that there are too many people pretending to be able to offer Web Media Services because they rely on Template Clubs for their own product.

Stop complaining and learn how to do it yourself and stop using Template Clubs as a crutch for the services that YOU offer other people.

ThatComputerDude...

I´m working for my own project, not for others.

Another excuse to condone the actions of Gavick!

Do not judge unless you know.
Diego

ThatComputerDude wrote:

Maybe the real solution is for some of you to only offer products/services to your clients that you can support yourself.

The problem with our industry is that there are too many people pretending to be able to offer Web Media Services because they rely on Template Clubs for their own product.

Stop complaining and learn how to do it yourself and stop using Template Clubs as a crutch for the services that YOU offer other people.

Don't be such a naive jack@$$! The reason that most people join a template club and/or use templates with Joomla! is to keep development costs DOWN! Thus if you purchase a template that is advertised to support a very specific set of Joomla! extensions then it stands to reason that said template should work! PERIOD!! No excuses! Now from a financial standpoint, if the Gavick team (or any developer for that matter) were designing these templates for individual use I am quite sure they could easily charge upwards of $2500 for each unique design. I know that I have charged much more than that on past projects. However, if a client or Gavick Club member has a limited budget, then this is the way to go. But who among us would knowingly pay $50 - $200 for defective product? If they advertised that "our pretty template demos only work on our demo site" would you still join the template club? Maybe ... Maybe not. But if you did decided to go ahead and join after a warning like that, it would be at your own risk. This is not the case here!

One last thing Mr "ComputerDude" if I were a graphic designer, I wouldn't be fiddling with this issue. The reason 90% of the people here are so frustrated is the same -- they bought a product that they thought would SAVE them TIME and work immediately after being installed. Instead they get a ton of missed deadlines, partially functional templates, incomplete support, a ton of excuses, reasons why they should accept piss poor customer support and ended up feeling ripped off!

for some of you

Maybe you shouldn't have a guilty conscious, I was speaking in general, not to one specific person.


I'm not defending Gavick, I'm speaking about ALL Template Clubs and a % of the members that make our Industry look bad because they are posers. They have no business offer Web Services because they don't properly use 3rd party vendors.


And with regards to you - it's obvious you can't do the work, so if you are going to do it at all, it's apparent you should probably hire a developer.


Or you could have read the Terms and Conditions before buying a Gavick membership.

pdqdigitalmedia wrote:
Don't be such a naive jack@$$! The reason that most people join a template club and/or use templates with Joomla! is to keep development costs DOWN! Thus if you purchase a template that is advertised to support a very specific set of Joomla! extensions then it stands to reason that said template should work! PERIOD!! No excuses! Now from a financial standpoint, if the Gavick team (or any developer for that matter) were designing these templates for individual use I am quite sure they could easily charge upwards of $2500 for each unique design. I know that I have charged much more than that on past projects. However, if a client or Gavick Club member has a limited budget, then this is the way to go. But who among us would knowingly pay $50 - $200 for defective product? If they advertised that "our pretty template demos on work on our demo site" would you still join the template club? Maybe ... Maybe not. But if you did decided to go ahead and join after a warning like that, it would be at your own risk. This is not the case here!

One last thing Mr "ComputerDude" if I were a graphic designer, I wouldn't be fiddling with this issue. The reason 90% of the people here are so frustrated is the same -- they bought a product that they thought would SAVE them TIME and work immediately after being installed. Instead they get a ton of missed deadlines, partially functional templates, incomplete support, a ton of excuses, reasons why they should accept piss poor customer support and ended up feeling ripped off!

You completely missed the point I was making, good job.

90% of the people are NOT frustrated, you don't have a clue as to what you are speaking about.

I'm not sure what you don't grasp with the logical explainations about why JomSocial is hard to keep up with. It works just fine out of the box with the template releases, it's after their developers update it, which is very often, that there is problems.

Other than people wanting free customization help from the Gavick Team, which is not what they are here for, they complain because they can't "configure" a template like the demo.

Here's an idea, install the full blow template demo on your server and look at all the parameters.


No, instead you come here and complain because their is no documentation to copy. Well if you were a real developer or had someone on your staff that were, they could easily figure it out.


Again, the problem is there are people here trying to build Joomla websites that don't know what they are doing. So they come here and complain because no one will hold their hand or do free work for them.

This is a trend with all the Template Clubs and it gets old. Learn what you are doing and stop complaining.

I've never once had a problem with installing a template with the demo content, everything has always worked just fine. I've had 1 problem with a component and it's because of IE and the developers are looking into it.

Why is it I can get everyone of the templates here to work out of the box properly?

ThatComputerDude wrote:

for some of you

Or you could have read the Terms and Conditions before buying a Gavick membership.

Have YOU read the "Terms and Conditions"? I reprint item #9 for your review.

Warranty and Support

GavickPro does not warranty or guarantee these products in any manner. We cannot guarantee they will function with all 3rd party extensions, components, mambots, modules or other products. Browser compatibility should be tested against demonstration templates on the demo server. Please ensure that the browsers you use will work with the themes as we can not guarantee Gavick.com themes will work with all browser combinations. All members receive access to the support forums for life, even upon expiration of eClub membership. Gavick.com does not commit to monitor the forums, but we reserve the right to respond and answer questions.

What does this really mean? Very ambiguous.

Yes, I've read it and understand it perfectly. Most of the contracts I read from other Technology companies have the same type of verbiage in them.

If you want to keep your budget down or have little money for a budget, yet can't really do the work....

www.odesk.com

You can hire someone for $8-$15/hour.

Or learn how to budget better so you can include a developer that knows what he's doing for your projects.

ThatComputerDude wrote:

Yes, I've read it and understand it perfectly. Most of the contracts I read from other Technology companies have the same type of verbiage in them.

I agree with ThatComputerDude...

would be better if you do not waste gavick's crew time...

gavick must provide the templates and does it well(the best in my opinion ) !!!

the problem is there are people here trying to build Joomla websites that don't know what they are doing at all !!!
bye

luke

I love this service. I really dislike people who defame Gavick like this OP. You are asking the world for a tiny price. Its unreasonable and outright rude.

Gavick make great work but unfortunately it isnt going to work with every arbitrary tangent that is available to Joomla as a whole such as with social networking and community extensions.

Any experienced developer can manipulate the great work Gavick produce to achieve their outcomes anyway, the OP is just as inexperienced and novice as he is rude.

Has the OP even taken anytime at all to study T3 and what the concept of a Gavick template is?

Warm Regards

Jeremy

totally agree with Jeremy

This post is so hilarious to me because it is so obvious that the Gavick template club clearly has a customer satisfaction issue based on the number of views and responses received by this post. Yet certain people continue to deny that there is a customer support issue AND post comments suggesting that any issues are purely the customer's fault and/or lack of technical experience. WHAT A CROCK!!! Especially when members of the Gavick team have already acknowledged that they are aware of the major issues, have prioritized them, and are working to improve customer support. My point is this:

1. If you're going to compete, give it all you've got! Excuses are not acceptable and we don't care how overwhelmed you are because this is not a FREE membership club!

2. Don't make promises you cann not keep! If you say this is a monthly template club then we expect a template to be delivered EVERY month -- PERIOD! That's what we are paying for!

3. The product MUST be production ready! If I wanted to "Do It Myself" I would never have joined a template club in the FIRST place!

Now as for those who are happy with substandard, poor quality products and services -- it is perfectly alright for you to be happy with this template club. But be advised, there are better clubs out there and they cost less too!

Now having said that ... Enjoy!

pdqdigitalmedia wrote:

This post is so hilarious to me because it is so obvious that the Gavick template club clearly has a customer satisfaction issue based on the number of views and responses received by this post.

That would be accurate if they only had 50 members. However that's not the case and just another false claim made by you.

If you aren't happy, go to one of your other clubs that you feel are better. Unfortunately this is one of the higher quality template/extensions club, I'm sorry that you let your own personal issues distort the facts.

@ ThatComputerDude

It is painfully obvious that you're not a member of the Gavick development team because if you were this template club would have been out of business a long time ago. However, what's more important is that the more you make excuses in support of poor customer support the more you advertise your own business philosophy and work ethic. Thus one can only conclude that your own business can not be doing that well. Yet, I am a firm believer that everyone is entitled to an opinion -- in this case yours and mine will never agree because I strive for perfection where you are one of those types that settles for less! Good luck to you!

We have something like 200.000 Members

Well at least you are consistent. Another wrong statement, this time about me and my business


I'm sorry that my comments have offended you, sometimes reality sucks


Good luck to you!

@ Seichinha

Great! There's no way for me to validate that and frankly I don't care. The bigger question is how many are active and the ultimate question is how many are satisfied. You have to agree that you have a lot of room for improvement. I believe that you're not going to progress if you and your team continue to be defensive and post excuses. I for one am neither happy or satisfied. I love the artistry of the Gavick template collection. However, functionality is just not there!

No disrespect intended.

@ ThatComputerDude

There is no way to verify your claims. However, as far as my concerns about customer support and template quality are concerned ... just keep posting your excuses here and you will see for yourself based on the number of views and comments just how many agree that there's a great deal of room for improvement in the level of customer support and overall quality of service provided by this template club.

Just stop, you keep putting words in peoples mouths, taking things out of context and just flat out posting things that are WRONG.



No one said there was no room for improvement.


When you are able to comprehend my comments, let me know and we can talk about them but right now you are way out in left field and just trolling.

@pdqdigitalmedia

Come on my friend, of course we have lot of things to improve and honestly we want and always trying to.

If i recall, you are disappointed because of the issue of JomSocial theme support on PartyFreak template, right? This type of problems are normal because this is not depending on our team (the changes of JomSocial), so we can't plan previously when and were this change will happen... and believe me, this will happen again and again, and it's not exclusive to our club.

About the release delays of each template (2 or 3 days top) from each month, honestly... Is this the end of the world? Does this make so much difference?
Actually, it's normal that we extend membership to more days to members that are ending their subscription, so that they can have access to the template and possible priority updates.

All in all, we prefer to waste all this time till end and release a work that we like, so our members appreciate also, instead of releasing something that we don't like, but we release anyway because we have to.

Returning to the JomSocial theme update, please be more patience some days, because we have a member from our team working on this exclusively .

Cheers

I don't want to take anybody side but I do understand both sides.

As a customer you buy a product and you want it to work.

As a company you want to sell you products, and I assume, hope you want your customers satisfaction.

I am also a bit disappointed because my Quay template right now is not working with Jomsocial 1.8.8 but I also understand that the team cannot spend all its resources updating templates because of 3rd party software update.
One thing they could do though is that whenever they update a template for Jomsocial, they should state that this template version supports Jomsocial version x y z and previous but if you update your component you can not guarantee that your template will still work properly.

Nowadays customer service is vital for a company, customer service is a new marketing tool and if you don't take good care of your customers some one else will.

A already have been a customer service specialist and I know how hard it can be some times to deal with a lot of requests, people complaining that this is not working and reading this kind of threads.

If, as you said Seichinha, you have around 200,000 members I believe you should rethink your customer strategy, maybe forum is not enough anymore. Maybe you should think for new ways to answer customers requests and maybe you guys should more proactive and if an issue is found, create a thread where you explain the problem and let people know you're working on. It will save you time and it will avoid customer frustration.

But guys if you are planing to update your Jomsocial you should check the change log, see if it really is worth. Before any update make a backup with Akeeba Backup and if anything goes bad you can always go back. Check also with the forum to see if anybody reported any issue and then only update. It is also you responsibility to keep you website running properly and you shouldn't put the fault on the others only.

So, as some one said before, there is room for improvement, lets improve customer service.

Have a good day everyone