CMYKreative wrote:I love the templates, I loathe the lack of support.
I've said many times (within the costs of the subscription) that the "support" part of Gavick needs to be much better organized along the lines of the other major template manufacturers.
Other sites seem to use a combination of users (us) who post and help each other, but backed up with a large core group of support staff that assist. This is what seems to be missing.
I hope that this is something Gavick will address soon as it's the one thing that is turning off current and new users and they are already losing a LOT of faithful customers due to this.
I try to post when I have time to help others, but it's not my job, I'm not a developer and I don't know all the answers.
Ditto!
I couldn't agree more with all that you have said.
To be fair to the guys at gavick they are moving towards a better client support process, with the introduction of the ticket system. The problem with a ticket system is, it's even more disappointing when a question goes unanswered or receive a very low priority. I haven't used the ticket system but from some posts on the forums it seems to have it's ups and downs. There also seems to be some crossover between forum posts and tickets for the same issue. My suggestion would be if you raise a ticket for an unanswered/unresolved forum post, the owner of the OP should add a an entry stating request entered on ticket support, and vice versa. This would help reduce the work load of the mods.
When you have resolved an issue in the ticket system, it would be nice if you appended the solution to the original post. If the ticket system was used exclusively, for an issue it would be nice if the question and answer was added to the relevant forum section.
Another thing that would help would be the creation of a sub forum for common and resolved questions.
i.e. Common in the sense that it's common across different templates and frame works.
For example questions about the T3 mega menu don't always apply to just one template and this will also be the case for Gavern.
Questions like: How do I change the logo? etc. solutions are in the main pretty common across templates in general.
Each subforum should have a solved category, where mods can move all solved threads. Each thread should remain open so that users can update it, if the solution fails for any given reason or they can confirm it worked for them plus any enhancements discovered can be added.
Priority for forum post could be given to OPs that include links to threads which should have helped but in their case didn't. This would demonstrate that they have used the search function, and actually attempted to solve the issue under their own steam. That may reduce the number of how 'do I change the logo size?' threads.
I think the other problem gavick face is the fact that their development team is under a high workload, due to the new framework development and the release of J1.6. They are having to code for two versions plus develop the supporting frame work. Which long term will level out and be to the advantage of members. Short term it's having a detrimental effect on new and existing members.
I would say that most people who pay for the developer package would be disappointed at the level of pro support as I am. I don't mean the quality of coding...I mean the order of priority. When the same simple questions in the forum are being asked and answered over and over again.
Taking a long term view I think gavick will improve once the workload evens out. I think the quality of code and willingness to embrace new and emerging solutions such as, the inclusion squirrel fonts etc. brings value for money, as it reduces our own development time. Many other leading template houses tend to be much slower in this regard. As users I think we may fail to make allowances for the time and devotion required to include these technology's.
Personally I consider the inclusion of K2 and Joomsocial support bloat, but for many it is a real bonus. This support also increase workload and brings added value to those who make use of these styles. Version changes to these supported extensions also impacts the development cycle. Old code needs to be revised and updated.
Having ones cake and eating it isn't an option if you expect this support, it's hard to see how this can be achieved, without impacting on other areas such as new template releases etc.
As an outside observer, it seems to me that gavick need to identify their target market.
Pro and Semi Pro developers, who want to push the limits of the design, who have a good overall knowledge of the technology.
Experienced users, with a relatively good Joomla, html and css knowledge.
New users with very little understanding of Joomla, html or css.
Who do Gavick see as their target audience?
Trying to cater for all user groups with a catch all approach would require huge resources. Without these resources one or all groups is going to suffer, and feel or become alienated to varying degrees.
IMHO gavick have failed to identify their core market, which leaves many of us dissatisfied.
For me the Pros of being a member are the generally high quality of template code, advanced and innovative solutions, willingness to embrace leading edge web technology, well presented graphics and well thought out template design and flexible structure.
Cons the inclusion of extensions like K2 and Joomsocial (the component choice should be the site developers that's the whole point of choosing joomla), rather haphazard support, pro level support could be more responsive and willing to help support template advancements, outside the officially supported extensions and template release cycle (failure to meet release date). General lack or announcements and progress reporting.
This was intended to be constructive criticism, in the hope that it may help improve the service to all members. Long term I would like to think I would renew my membership, but like many others, I find the frustration can be a bit much to live with at times. Things like Coffe not being released for 1.6 and the lack of news on the progress of 1.5 to 1.6 template update schedule. Feedback and announcements from the development team needs to be improved. I and I think other understand the workload of the gavick devs is exceptionally high at this time, for reasons already covered. As members I think sometimes we lose sight of the impact this has on deadlines etc.
Finally the first major obstacle in any business is winning clients. The second is retaining them! I hope things improve sufficiently that you retain my future membership.
Sorry for the long post folks if you made it this far.
