TOPIC: No respone...

I was thinking of purchasing this extension but as there seems to be no support I think I should reconsider. A shame really as it looks quite promising

andybon wrote: Anyhow this theory is sad and it's very frustrating facing up to it as a multi-year DT Reg user and fan.... but we need to hear a lot more from the new owner to restore our confidence in the product's future....

I agree! I'm using DT Register on three sites and have two more planned. I just renewed one of the subscriptions and will do so with the others as they come up. That said, we need input from the new owner in the form of a definite plan, not vague promises.

Some bugs are minor, some are mildly irritating but possible to work around, but some are mission-critical. Since the new owners were likely unaware of the extent of open tickets and bugs when they took over, I suspect most of us will be understanding if they tackle the support tickets in terms of the severity and impact of the bug, rather than pure chronological order. Conversely, lack of responses, excuses and "fixes" that fix nothing or break something else will kill this product in short order.

As noted, I'm a multi-site customer who truly wants to stay with DT Register, but the lack of support is making this very difficult.

Chas.

Hi Everyone.

I think it is easier to be direct. The last 3 weeks I have spent an enormous amount of time and money trying to prevent several bad reviews by helping clients who couldn't follow directions on upgrading from 1.5 to 2.5 and messed up their systems. So we helped them and all along the way we listened to their threats to post a bad review if we didn't fix their issues that they caused because they thought it was our fault. Some of those clients were even blaming us for changes in Joomla 2.5 (e.g. security and category differences). In an effort to avoid any negative reviews they got most of our resources (and refused to pay for our help) and the net result was our best customers (and we know who you are in this thread) got upset and posted bad reviews. Either way it was going to happen and I think I need to accept that under certain circumstances. I apologize to all of you in this thread and I will spend the holiday and this weekend working to catch up as much as possible on your tickets. And for what it is worth, I am grateful to each of you for understanding. By the way, if some of those we helped in migrating get offended when they read this thread I will just have to accept it.

Best Regards,
Rich

Hi Rich - Appreciate the direct update. Thanks for that... Good luck to you with all the work and your demanding customers. I look forward to you clearing the decks and then getting everything nice and stable....

Rich, I think we can all appreciate the complexities of taking on a portfolio of customers with varying levels of technical understanding of DT Register and Joomla in general, especially in light of the newer Joomla versions. I've performed a number of Joomla migrations recently and none have been straightforward. In my line of work I've also had my fair share of angry customers who refuse to pay for what is inevitably caused by their lack of understanding and I also know that 10% of customers almost always take up 90% of the time (or more)!!

I sincerely appreciate your direct and open response. I'm also disappointed in the reviews that have been posted and assure you none of them were from me because I know that's not a positive way to encourage progress. I really did not want to echo other posts in this forum cries for help but when there was no response to the ticket I didn't know where else to turn. Even if it takes several more weeks to catch your breath, know that I and hopefully everyone else here will give you some space. Your response let us all know that someone does exist at the other end and that we just need to be patient. Sometimes silence is not golden at all, especially in the middle of a crisis.

My large organization has been using DT Register since 2008 and we have come to love it as there's no better registration solution out there for Joomla. The typical frequency of updates and new feature releases over the years has kept us coming back time and again, including our most recent renewal in May. I've actually never posted a review on the Joomla extensions directory before (for any component at all) but if my ticket is resolved in the next release I pledge to write a glowing review and hopefully that will help repair the recent damage. DT Register is actually the only Joomla component I take the time to follow, so I am happy to help.

Thanks again and hang in there!

Hi, Rich thanks for your candid reply. I have followed the migration updates to the tee more than on time and still hitting road blocks. I have not 'threatened to post poor review' (in fact posted very positive one on the JED a few years back) nor have I asked for assistance with the migration. All I am looking for is some sort of response to the ticket I have open. If me stating support is awful is a bad review, I apologize, but wouldn't you say the same if you didn't get help for weeks on more than one occasion? (ticket TECH-C5M44I43UM and well as my current issue)

The last response I got was from Jen on 6/22 saying she looking further. . I have tried to reach out to DTH on twitter and facebook, but still nothing. This is where I get a bit frustrated.

Thanks for your time.