With all due respect...

I believe the decision to delete all the threads in the support forum may have been a bit hasty. I understand the frustration of having to keep up two avenues of support. However, by simply locking the forum to future posts, you would accomplish the objective of no new posts while still leaving the history there for those who can benefit from a previously resolved problem.

May I respectfully request that the history be restored to the template section and that section simply be locked to further posts?

+1

+1

You could have leave the forum open so we could still browse the old topics.
I always used to find so much information in the topics/answers from other members...

+1

I often solve problems by reading through the treads i the forum.
Please let us have access to the old treads.

+1

Nevermind. I'll just say that removing all that knowledge was a terrible decision. Now I have to submit a series of support tickets for things that were already covered in the forums.

I believe the decision to delete all the threads in the support forum may have been a bit hasty. I understand the frustration of having to keep up two avenues of support. However, by simply locking the forum to future posts, you would accomplish the objective of no new posts while still leaving the history there for those who can benefit from a previously resolved problem.

May I respectfully request that the history be restored to the template section and that section simply be locked to further posts?

X

+100

I can´t understand why they deleted everything, why not just simply lock it.

Once again, Gavick shows that despite producing wonderful templates, their customer support, and business and common sense are severely lacking.

You can only piss off your customers for so long before they use another provider as I know is already happening. And don't expect to only pick up 'new' customers to replace those you lose, people talk, word gets around etc etc.

Please show old posts , I need instructions from a previous post

How u can deleted!!!

Do u know what this mean???

Remeber that we got alot of help from others user who writing and answer us in forum and there is alot of info we need...

I totally agree. If the forum continue this way, the next year, I will not be one of your clients

I wouldn't bother complaining here . . . they rarely read their own forums or post support requests nowadays . . . the support from Gavick is sadly lacking as I've said from day 1 and it's the 1 most important thing they need to have. It's gonna bite them in the ass very very soon now.

Even small company or groups who sell stuff for 1 doller have supporting forum and spend alot of time there....

we give alot of money cus we want to get help when we need it....


very strange.

WTF!? so have i got this straight...?

Gavick have locked all threads for further discussions concerning their templates so that we can't even help each other out??? I thought this was a Forum??

Forum - A meeting or medium where ideas and views on a particular issue can be exchanged.

Hi guys

We didn't delete any threat or post.
You can consult previous post's on "archive".

The forum is still open for members communicate and discuss ideas between on other forums.
The only thing changed was the place of official support. This doesn't means that we cannot come here to help time to time, but the first priority for us is to provide support on Ticket System.

It's there were you can provide all the necessary informations for our support on one secure and private environment.

Cheers

Well that´s a relief, but still I don´t see the point of moving all the threads in the first place.

... but members of this forum now can't help each other. To me that seems crazy.

To be honest, on here you have a better chance of getting support from a Gavick member than the Gavick team but now you've taken that option away from the community.

... but members of this forum now can't help each other. To me that seems crazy.

To be honest, on here you have a better chance of getting support from a Gavick member than the Gavick team but now you've taken that option away from the community.

Why? You are still able to discuss on forum.
If in some way it helps, we can create a forum called "Community Support" or something.

Please understand that WE DIDN'T CLOSED the Gavickpro forum.
It's still open for the community... and the prove is that we are currently discussing it right?
Our objective (only one) is to make it clear that our official support is the Ticket System and avoid complains that we don't reply or something else.

Using the Ticket System we have much more control to follow the member without losing track.
We have all the information of the member and the system provide us control to reply in time set by our support manager.

BTW there will be in the near future a place to download files of custom projects - like kunena themes or others, with updates releases like our current system. This way it will be easy to follow the development of this work.

... but members of this forum now can't help each other. To me that seems crazy.

To be honest, on here you have a better chance of getting support from a Gavick member than the Gavick team but now you've taken that option away from the community.

Why? You are still able to discuss on forum.
If in some way it helps, we can create a forum called "Community Support" or something.

Please understand that WE DIDN'T CLOSED the Gavickpro forum.
It's still open for the community... and the prove is that we are currently discussing it right?
Our objective (only one) is to make it clear that our official support is the Ticket System and avoid complains that we don't reply or something else.

Using the Ticket System we have much more control to follow the member without losing track.
We have all the information of the member and the system provide us control to reply in time set by our support manager.

I would argue it's the template section that's the most valuable to people so why lock it?

Why don't you keep the template section open? i dont get it... Gavick have made it quite clear that you're not going to support anyone in the forum and it's support ticket only.

So, if you unlock the template section then at least everything is still categorised and members will be able to continue to reply to threads and offer support to one and other. My guess is with your suggestion one forum called "community Support" would become way over populated with hundreds of threads.

What are your reasons for locking the template section apart from wanting people to use a support ticket only system? Is that the sole reason?

It all seems a little childish to me... you have the ball and don't want anyone to play with it!

Since day one i have never understood your business ethic, it baffles me on a monthly basis (especially with the farce of releasing templates) but this one takes the biscuit! Well done Gavick Team.

To reiterate..

Forum - A meeting or medium where ideas and views on a particular issue can be exchanged.

I'm totallly agree. It's clear that you are not anymore able to answer to our request via topic forum, SO PLEASE, take open the TEMPLATE section so we are able to discuss with other members about template issues.

Thanks

Just wanted to post my thoughts on this subject, there were many posts in template forums where lots of them were unanswered, considering number of questions i see in the forums one thing i am sure support via ticket support is definitely not the wises option at all. You will have thousands of tickets and support will be overwhelmed and create more anger to your customers as well as 50% of those tickets will be pretty much same questions answered already so basically support staff will be wasting a lot of time...

You are not selling anything physical where i would think support via ticket will be more suitable.

If you have the support power by all means go ahead and use support via ticket system only and leave us the old forums open and just make sure the title or a sticky post to point out forums are for user to user sharing and not a official support channel...

Create more sticky posts with rules for the users to follow , searching etc...
Forum admins / mods to create navigation topics linking to template errors/fixes, template customizations etc as lot of useful topics gets lost in back pages...

Hi Norman

I tried to contact you but unfortunately without success.
Could you contact me via Skype?

-Robert

@Robert - the one thing Gavick has been poor on from day 1 is the support offered. Whether that is down to lack of support staff or not, only you guys would know.

Before implementing this ticket system that has been mentioned, I would caution you to think VERY carefully about the implications of this.

In the Joomla world, we all learn and help each other using online forums, BUT there are some issues that only you (the template developers) can answer.

I would suggest you take a leaf out of one of your competitors books (RocketTheme) and model your support on their system. It's an all inclusive online forum, broken down simply and is easy to understand, PLUS the mods chip in and help out on those areas that only they can help with. With a rare exception, there is a contribution from a Mod on every single post, even if it's just to thank someone else for answering the posters question. They encourage their 'community' to help each other by NOT leaving posts for 6 months unanswered, and it's rare for a post to go 24 hours without some kind of answer.

You need to be encouraging and supporting your user base (us), not pissing us off . . . a ticket system just isn't going to cut it and if your business model says it will, you're badly wrong. I would humbly suggest you think again and give us what we want and need. Encourage us, your community, to grow and help each other, not put restrictions in place that do the opposite. If you ask the people that actually use your templates whether they would rather use a Gavick or RT template, I'm damn sure I know what the answer would be, and it's not one that you want to hear. Your templates are visually excellent . . . but they can be extremely difficult to sort out any niggling little issues there might be.

I'll end this by saying that we haven't used a Gavick template in at least 6 months . . . simply because the 'support' is not there and we don't have 3 weeks to wait to get an answer to any problem we might have.

@Robert - your thoughts would be appreciated.

Just wanted to post my thoughts on this subject, there were many posts in template forums where lots of them were unanswered, considering number of questions i see in the forums one thing i am sure support via ticket support is definitely not the wises option at all. You will have thousands of tickets and support will be overwhelmed and create more anger to your customers as well as 50% of those tickets will be pretty much same questions answered already so basically support staff will be wasting a lot of time...

You are not selling anything physical where i would think support via ticket will be more suitable.

If you have the support power by all means go ahead and use support via ticket system only and leave us the old forums open and just make sure the title or a sticky post to point out forums are for user to user sharing and not a official support channel...

Create more sticky posts with rules for the users to follow , searching etc...
Forum admins / mods to create navigation topics linking to template errors/fixes, template customizations etc as lot of useful topics gets lost in back pages...

+1

CMYKreative +1

normanUK +1

Towards the

people living in the same issue finds the answer.

Hi Norman

I tried to contact you but unfortunately without success.
Could you contact me via Skype? (support.gavick.com)

-Robert

Sorry Robert i dont use Skype, you can contact me via email normanUK [at] live.co.uk

If I may make a suggestion, why don't you do what Jomsocial does and recruit volunteers (with skill of course) to monitor your forums? This is really tragic... I can't imagine an "e-mail" system (tickets) being more effective.

Give your top pro's some club perks to help out your client base...

I really hope you change your mind : (

Hello,

Taking into consideration your opinions connected with closing our forum, we have decided to restore the possibility of posting in a “template discussion” section.

However, our technical support will be available in the ticket system only. The main aim of it, is to treat our customers and their problems individually and, at the same time, simplify the work of support and make it more efficient.

Also, we would like to assure you that the support received on the support desk will be of the best quality and you will be satisfied with it.

-Robert G.

Thanks Robert. I think thak this can also help your staff to solve minor issue for your template.

Thanks.

Hello,

Taking into consideration your opinions connected with closing our forum, we have decided to restore the possibility of posting in a “template discussion” section.

However, our technical support will be available in the ticket system only. The main aim of it, is to treat our customers and their problems individually and, at the same time, simplify the work of support and make it more efficient.

Also, we would like to assure you that the support received on the support desk will be of the best quality and you will be satisfied with it.

-Robert G.

@Robert - I hope that your ticketing support system works as well as you hope. However, we've all given our opinions now on how 'we' think you should help and support "us" and I still think this will all come back and bite you in the ass if you don't use your support "within" the forums as requested.

I remain to be convinced.

I think that I have to explain a lot of things, because most of people who writes posts here don't uderstand changes which have a place in our support.

First of all - moving support from forum to the ticket system is method to IMPROVE the support. I don't understand people who wrotes here that we want to leave people without support O.o

The ticket system is a great method to get the answer for question in short time - usually in 6h to 24h (easier problems are solved often in 0-2 hours). Every ticket has a person who focus on described problem. Additionaly you can provide in the ticket access data without anxiety that 3rd person will see it (you haven't to send it in the additional e-mail). Most of the problems which was detected as a bug are fixed now in 2-3 weeks periods during template update. Additionaly base on the similar problems we'll create additional pages for our wiki, where you will find usefull informations without reading a lot of unnecessary posts as it is on the forum.

The biggest disadvantage of the forum? A lot of unnecessary posts like "me too", "+1", people who describes in the topic theirs own uncorrelated problems, and of course - unnecessary offtopic. On the ticket system this problem doesn't exist - you talk with one person and you're going to solve your problems as fast as it is possible.

We've the support desk almost one year and we've solved thousands of the tickets. We have ANY bad opinion about idea of the ticket system - all people who sends theirs opinion was always really excited how nice it works. That's why I don't understand your panic. I know that for some people it will be a new way of getting support, but it is worth to get to know it, because it is much more efficient than support forum. And the forum as a knowledge database will be smoothly replaced by our expanding wiki page.

Of course forum will still exists. Decision about hiding all existing posts was too snap - our mistake and we apologize for it. We want to make a forum a place for public discussion.

In the ticket system you haven't send an emails - you can also manage your tickets from our site. In the support desk you have a nice place where are located all your opened and closed tickets.

We haven't implement the ticket system yesterday - it was working long time and it seems to be the best way to solve client problems, that's why we have decided to move support from forum to the ticket system.

@CMYKreative - as you wrote you're not using our templates since 6 months. I suspect that you haven't used also our support desk. I recommend to check it before writing your "big thoughts" - because you haven't even checked the second way of getting the support before writing your opinions - it doesn't good proclaim about you and your opinions, because it isn't impartial.

OK, I'll butt out . . .

oke ticket system works great and fast ! (i know)

only the down site of it is:

if persoon A has a problem and you fix his problem with the ticket system. then other people will not see the fix. and so they have to also use the ticket system. is there a way to allow people brows through the tickets?

Unfortunately we cannot do this - that's why we will expand our wiki page with problems which occurs often.

that will be great! thanks

hurray! it's open again : D

Saludos.