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Discussion forum :: General discussions |
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Subject :User Beware..
20-07-2010 08:24:09
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| jtlutgen |
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Joined: 03-07-2010 03:08:08
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If you are a potential customer understand this
Yes you pay for support but no one will ever respond to you.
This is a quote from their claim to fame ..
Through our Support Center, we offer our Members top-notch Customer Support for installation and Configuration issues. No question is too small, and no ticket is left unanswered. We have an internal policy of trying to make a first response to all of our tickets within 24 business hours, and we try very hard to meet that goal.
Total crap.
I paid the one time fee to test the app out as a proof of concept the app wasn't working for me so i opend a ticket.
I opened the ticket Thu, 08 Jul 2010, 07:06 and still haven't had this magical first response with in 24 hours.
BEWARE - it almost seems like they take your money and run.
Thank you,
jtlutgn |
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Subject :Re:User Beware..
20-07-2010 15:33:07
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| webjive |
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Joined: 25-03-2010 04:40:57
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Instead of bashing the developer, why not ask for help here? |
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Subject :Re:Re:User Beware..
20-07-2010 17:49:58
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| tonyg |
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webjive Wrote on 20-07-2010 15:33:07:
Instead of bashing the developer, why not ask for help here?
Come on Eric, take a proper look in this forum, how many questions are answered by the developer or support team? if there's such a thing, how many questions with no replies? Even simple pre sales questions don't get any replies. The bottom line is the lack of communication and support is beyond a joke.
Eric you may have managed to work out some sort of a deal with Craig and therefore getting "priority support" as you stated at People Joomla in Ecommerce and Joomla group, good luck to you, but by the look of things you're the only one getting any support. |
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Subject :Re:User Beware..
20-07-2010 17:51:49
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| jtlutgen |
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Joined: 03-07-2010 03:08:08
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I have not bashed the dev yet. This is just alerting users to be careful before they sink 50 dollars into thinking they will get this stellar support system. I have posed the question to the forums. I actually posted to the forums before i even started trying to contact devs. In the past, I have found that contacting the user forums a better method than actual support. Normally in my experience users have hit the same problem, except for this instance.
With 12 people looking at it i know that people haven't seen this error. So don't think i jump on the forums and start blasting away at individuals. I try all options. I even updated my case in the support system. No one even responded. The ticket never left the open status, no one ever worked on it, not even a courtesy hey we are looking at it. When i sink 50 dollars into a company they better have stellar support if thats what they are selling. iJoomla, great example. They sell you an app and support for lets just say 100 bucks. If i email their support system i have someone respond within the first 24 hours. Lets go one step further - JomSocial, another great example, they charge you 100 bucks as well and if i open a ticket they respond with in the first 24 to 48 hours. Hell let me point out one more example we use. Jreviews, these guys do it right. I spend 100 bucks and it gets me support. I open a ticket and within 6 hours i have a response.
I digress, lets get back to the subject at hand. If i sink 50 bucks in a theory of support i expect to get it. I realize i didn't buy the largest plan but they don't have a trial phase. While I understand i didn't spend 500,000 dollars for a Cisco switch, I still spent a fairly reasonable amount for support. I understand that they may not be 10K strong in support strength, but a small "Hey we are looking into your situation" or a "While i am not familiar with your problem i am willing to help try and figure it out. Could you get me more data?". Thats all i am asking, work with me and i am more than willing to work with them.
While at the beginning this app looks to have tons of potential i believe the website shouldn't advertise something they are not. This support is nothing that should be charged 50 bucks. The documentation alone is WEAK at best. I have figured most of it out on my own.
Again I digress, heres my post that you asked me to post and ask for help in the forums.
On July 7th i posted this
Is any one having issues with rewrites?
I can't seem to get the itemID to maintain throughout the links. Its almost like i need to hard code links in there to make it work. its pretty damn frustrating.
This is without joomla sef or sh404sef on
index.php?option=com_jhshop&view=common.home&Itemid=101
So that continues to show my menu .. but when you click on the item the menu disappears. and you get this for the URL
index.php?option=com_jhshop&shoppage=Decal
With that being said
index.php?option=com_jhshop&shoppage=Decal&itemid=101
All is good if i manually program that in to my url... so i am a little lost. Help would be appreciated. |
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Subject :Re:Re:Re:User Beware..
20-07-2010 18:40:49
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| webjive |
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Joined: 25-03-2010 04:40:57
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tonyg Wrote on 20-07-2010 17:49:58:
webjive Wrote on 20-07-2010 15:33:07:
Instead of bashing the developer, why not ask for help here?
Come on Eric, take a proper look in this forum, how many questions are answered by the developer or support team? if there's such a thing, how many questions with no replies? Even simple pre sales questions don't get any replies. The bottom line is the lack of communication and support is beyond a joke.
Eric you may have managed to work out some sort of a deal with Craig and therefore getting "priority support" as you stated at People Joomla in Ecommerce and Joomla group, good luck to you, but by the look of things you're the only one getting any support.
This is also a user to user forum and not where you go for support. I do agree though if your paying the monthly subscription, then your ticket deserves a reply. |
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Subject :Re:Re:User Beware..
20-07-2010 18:52:27
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| webjive |
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Joined: 25-03-2010 04:40:57
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webjive Wrote on 20-07-2010 15:33:07:
This is without joomla sef or sh404sef on
index.php?option=com_jhshop&view=common.home&Itemid=101
So that continues to show my menu .. but when you click on the item the menu disappears. and you get this for the URL
index.php?option=com_jhshop&shoppage=Decal
With that being said
index.php?option=com_jhshop&shoppage=Decal&itemid=101
I have a ticket on this same thing and from what I understand, the Item ID will take a bit more programming to get fully corrected. What I have been doing is keep my own set of hacks around until these kinks are worked out. To me, even with the bugs, JHShop is easier for me and my clients to work with than VM. I have probably 15 VM sites and 3 JHShop sites, one Redshop and the feedback I get between the three are night and day.
So, my pain threshold is less with JHShop than with VM especially since JHShop is free except for paid support. That's optional.
The other alternatives are Tienda which is in late Alpha and I wouldn't even dream of using that along with a high price for the Pro version; RedShop which is even more kludgy on the admin side than VM and costs 250 euro for the pro version to get feature parity with VM and JHShop; then there is VM which is undergoing conversion to MVC and, who knows when that will be ready,
So, milage REALLY varies between all these. I have also played with Magento Community and that's a HUGE product. Since we're a Joomla only shop, we toy with it but, we're not serious about it.
So, there you have it. There are very few Joomla carts (minus the bridged products) out there and to me, right now, JHShop sucks the least.
Just my 2c. |
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Subject :Re:User Beware..
25-07-2010 06:25:21
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| moorejf |
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Joined: 09-07-2010 21:48:10
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Location: Florida, USA |
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I completely agree, jtutgen. I paid $50 for the one month of support and I just got an email saying that my subscription was expiring. They never responded to a ticket or a forum post. I had to email Craig directly and when I finally got a response it was wrong. I ended up fixing that problem myself. While I think the software has potential, I think taking $50 from me when you know you can't offer support is criminal. |
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Subject :Re:User Beware..
25-07-2010 09:16:14
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| CritiKill |
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Joined: 06-09-2009 23:03:33
Posts: 25
Location: Pretoria, South Africa |
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Hi guys,
Just to remind you that Craig, the developer of JHShop, is in the middle of a very serious personal crisis and so I've been trying to give attention to much of the requests. As soon as Craig returns to full operational capacity, we will be attending to your every request and providing a free gift as a token of our sincerest apologies for your support difficulties.
Please bear with us as we work through these challenges and understand that we value you as a customer and user of JHShop. When Craig returns to his full duties, expect the rollout of some really amazing features that will blow the competition out of the water and take Joomal e-commerce to new heights.
Thanks,
Charles |
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Subject :Re:User Beware..
26-07-2010 13:53:05
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| MattB75 |
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Joined: 26-04-2010 13:46:25
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Another "very serious personal crisis"? The first time, I was somewhat understanding / sympathetic. Now it just seems like a convenient excuse. Regardless, hope things improve soon. |
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Subject :Re:User Beware..
26-07-2010 14:58:41
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| webjive |
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I didn't want to say anything but now that Charles has, I talked with Craig when all this broke out and yes, it's serious. I personally told him that I thought he should put development on hold for a bit until he got things worked out.
I trust that Charles has some recent information and that Craig will soon be back in the saddle pumping out quality code. I have multiple live sites running JHShop so, we're all eager to get things fixed but sometimes, things happen that take priority over work and this was one of them.
I would personally ask that you give him a bit more time and not to put any negative comments in the JED. I personally want to see this project succeed because the other products are either too expensive or just don't have anywhere near the features.
Trust me on this, if you were walking in his shoes, you would hope people would be patient with you on it. |
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Subject :Re:User Beware..
27-07-2010 09:56:53
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| tonyg |
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This is obviously a one man show. The potential of the product is not in doubt, but that's all it will remained (potential)if Craig don't put together a team of experience professionals to help out with development and support. It doesn't take a genius to know he can't do it all.
Well meaning so call partners with only comforting words is not what this project needs. Any project that grinds to a halt because one person is not well or unavailable can't be rely on, regardless of the potential. |
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Subject :Re:User Beware..
27-07-2010 09:57:51
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| CritiKill |
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Joined: 06-09-2009 23:03:33
Posts: 25
Location: Pretoria, South Africa |
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Hi guys,
Just a small update. Craig is slowly returning to his normal duties and things are looking very promising indeed. Expect a new version of JHShop within a week or 2 and ALL reported bugs to be comprehensively squashed by then. We will be providing a 1 month support extension to all people who have reported bugs after the new version has been released, so please bear with us as we get this show back on the road.
Again, my sincerest apologies for the break in regular support, but this has been due to unforeseen circumstances and I'm just glad to report that the worst is almost over and everybody will get proper support and an increasingly functional and powerful shopping cart solution.
Charles |
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Subject :Re:User Beware..
27-07-2010 10:03:14
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| jeffk |
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Joined: 04-04-2010 17:30:40
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glad to hear that he is returning to better health
i find that communication is paramount to a successful business . may i suggest that someone else has access to the site and tickets , this way they will be able to communicate any problems to the customer should this situation occur again
its better to receive a message whatever the contents , than receiving none at all |
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Subject :Re:User Beware..
27-07-2010 10:08:25
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| CritiKill |
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Joined: 06-09-2009 23:03:33
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Location: Pretoria, South Africa |
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Hi TonyG,
Thanks for your comments. Of course having one lead developer is far from an ideal situation and the latest events have brought this operational shortcoming into sharp-focus. We will be recruiting some new developers to join our team, but these things take time and Rome.com was not built in a day.
Look, we're being honest and straightforward here, we're not a big operation and while we would like to grow, what we are experiencing now can be put under "growing pains". JHShop obviously has its supporters and we owe it to you guys to ensure a quality, well-supported product that you can rely on at all times.
Within the next few weeks we will have ALL support issues properly sorted out and within a few months, our long-term strategy will begin unfolding as we include more developers as part of the support team. For now though, please bear with us.
Organisations like HP, Dell and IBM were also once one-man shows and I think you're being a bit unfair in your harsh criticism. While it's far from ideal, you will find that most Joomla components are developed by one-man-development-teams. I'm not justifying this precarious operational situation, just contextualising it and assuring you that we have firm plans in place to address this so that it never happens again in future...it's just gonna take a bit of time...and when it happens, you're not gonna even remember this unfortunate thread you'll be so immersed in the hundreds of new features and awesome new services available through JHShop...mark my words  |
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Subject :Re:User Beware..
27-07-2010 10:13:11
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| CritiKill |
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Joined: 06-09-2009 23:03:33
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Location: Pretoria, South Africa |
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@JeffK
I agree. I was called in a bit late to assist with the communication aspect and as you can see, there are a number of changes which are taking place with JHShop. But you are correct, communication is vital...and we apologise for the break in communication. |
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Subject :Re:User Beware..
28-07-2010 21:41:31
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| jtlutgen |
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Sorry been away for awhile evaling other shopping carts
CritiKill
In regards to your comment about very serious personal crisis – I can completely understand and sympathize with a situation like that. I also understand and respect the fact that he is a lone developer trying to maintain this app. But communication was not handled well.
webjive
As far as your comment about patients I have the patients of a saint if you explain to me the situation. I deal with HP global support on an enterprise level TRUST ME you have to have patients or you may go postal.
As to your comment about bad reviews, I firmly believe in giving credit where credit is due. I have seen your posts on joomla.org and now it seems to me that you have a personal relationship with the developers therefore I see that as a conflict of interest. Not bashing just stating what I see.
But regardless I initially gave them 5 stars and have since been trying to edit my review on joomla to reflect the lack of support. I will not argue the shear potential this app has, but I believe to make an open source community you need to have people that hold developers accountable. It is imperative that in a community environment we call their flaws out to make them strive to be better. I am a big supporter of open source and participate in a many alpha/beta testing programs to help provide support. IF I see a flaw in their design whether it is support or app I will call it out and make it known. Make that developer prove to me that my 50 dollars is valued.
CritiKill
I appreciate the gesture of support extension – this shows me that you are standing by your product. Again to my point to webjive – this is in response to my philosophy of calling the app developers / support to prove to me to become better.
I do appreciate the extension.
Jeffk –
I agree with you whole-heartedly communication is paramount. If something happened to the only developer your team should have been the first person to send out a twitter update / blog update / forum update let people know before they get involved. If a ticket gets opened have an automated response explaining support will be offline for the next few weeks.
Even access to ticketing and having an active individual communicating with the community if something happens. The community that I currently run has about 200 users and its sad to say but most everyone of them could reach me at any time day or night. They have my phone/ email/ twitter/ facebook/ community forum that they can get into contact with me. Which I think JHSHOP needs to pick up on. Even if you started involving some of your community as forum moderators / ticket moderators … just acknowledging tickets or getting more data for craig. This would help dramatically.
Again I know that Critikill pointed out a lack but you have a following here that would probably be more than willing to help support a community. For little to nothing beauty of open source and nerds that love testing crap, hell I would be willing to be a forum mod – or ticket responder – just to keep everyone in the loop. If its an app I use I am more than willing to help the community write docs whatever I can do to help.
CritiKill –
I find your comparison to us being unfair out of line – (lack of better terms not meaning it in a harmful fashion). We are a community – you have 1K forum members roughly? Why not tap into them? Many of them may have skills that can help you grow the community. Your comparing companies like HP, Dell to a one man show, they had a niche that not everyone was as widely capable of writing their apps. They were building servers and hardware. Your building an app that if I had knowledge of writing a php app from the ground up then I can easily be a competitor. Wont be nearly as sexy – but it’s the same philosophy Ross Perot and Ron Paul go with they aren’t likely to win a presidency but they take away from Dems and Reps bottom line. Try and build a server and start growing a company where the up front cost is huge. I am building a store where the up front cost to me is 50 bucks – and then I am now a competitor to every other website out there.
Im off my soap box -
I do appreciate the JHSHOP -extending our support that shows a sign of good faith.
Jtlutgen |
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Subject :Re:User Beware..
28-07-2010 21:48:39
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| jtlutgen |
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Now - what have i been evaling -
JHSHOP -
1. SUPER POTENTIAL - i have never changed my stance on that.
2. Cost for support - doesn't work out right i spend 50 dollars on lack luster support for a month. Not even jomsocial charges that much which has a much much bigger community.
RedShop -
1. Potential -
2. Config - A BEAST
3. Cost - too high for my community.
VM - BLOWS - hands downs blows
Tienda -
1. Huge potential -
2. Cost the community version is all i really need right now.
3. Config - super simple.
----DOWN SIDE - ALPHA / BETA not suitable for prod.
IXXO Cart Plus
--- Actually got a nasty gram stating that i wouldn't be buying from them.
But COST IS STUPID - i will never pay 800 dollars for an app for joomla just understand its freaking open source i will never pay that ... enough said.
So thats what i have been busy - doing the extended support has peaked my interest. I will wait for the new version and go from there. |
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Subject :Re:User Beware..
28-07-2010 21:56:28
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| jtlutgen |
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Personally i would be willing to pay 100 dollars a year for support... Thats the method jomsocial and ijoomla do it -
Option 1 - One month non re-occurring
Give a smaller version with out everything included.
29.95 - For a lite version. Does the basics..
1 Domain
Option 2 - 6 month - 1 time fee 100 Bucks
Full version
2 Domain
--- 1 live
----1 dev
Option 3 - 12 month - 1 time fee 179 bucks
Full Version
up to 3 domains
---2 live
---- 1 dev
Additional domains -25 bucks per -
This just seems a little high for my blood..
Option 1 non re-occurring - 59.95 --- this i could see maybe - just for a 1 time purchase.
Option 2 re-occurring - 39.95 for six months = 239.70 dollars
Option 3 re-occurring - 29.95 for 12 months = 359.40 dollars. |
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Subject :Re:User Beware..
28-07-2010 22:10:11
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| CritiKill |
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Joined: 06-09-2009 23:03:33
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Location: Pretoria, South Africa |
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I am humbled by your response JTLutgen. Thanks for giving us the benefit of the doubt. I fully agree with you, that communication on this matter was terribly dealt with, so much so, that it left a bitter taste in the mouth of people who felt they had been taken for a ride...that we just took their money and ran.
Nothing could be further from the truth. We will definitely be honouring the subscription extensions and ensuring that ALL reported bugs currently in the ticketing system are resolved with the new release (the 1 month extra support will begin after the new version is released...by the way).
For what it's worth, I offer the JHShop community, users and customers our unreserved apology for the handling of this matter and assure you that this will not happen again in future. I was called in late to deal with these issues as I manage other aspects of the business...so in my defence, I was not aware that the support situation had deteriorated so badly.
Anyways, lessons have been learnt and we hope to move forward with far more purpose, structure and professionalism than we have in the past.
Your inputs are greatly appreciated...and thank you for reminding us about what a wonderful thing community and open-source can be  |
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Subject :Re:User Beware..
29-07-2010 17:24:45
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| jtlutgen |
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Cirtikill -
I just want to clarify the recent post on joomla - that review was based and placed before you responded to our calls for support. If you could comment on that and refer to this post...
I am awaiting to see the next update.
Thanks,
Jtlutgen |
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