Professional Joomla templates and extensions club

mijnhemel

Hi guys,

I have ordered a template on Saturday and I received a receipt with order number, and a receipt for payment from Paypal. Then nothing. I read in the FAQs there could be a delay of up to 24 hours. This is now 3 days ago and as I work in an online business too I can understand there could be delays for all kinds of reasons, however I am getting a bit impatient...I was really looking forward to working on my site and now I haven´t been able to for days. I bought 2 things from azrul the same day and they arrived almost instantly...Can you please at least give me some clarity or communication on what the problem is so we can perhaps resolve it?

Thanks a million :)

Marije

Matt

Hi mijnhemel

I have resent you a link the download details. Sorry about the wait, if you have any more questions feel free to let us know.

mijnhemel

Hi Matt,

Thanks for the quick response...however I´ve still not received it. Not in my spam either. Is it possible to try send to an alternative email address?

Matt

For security reasons I cannot fire templates off randomly, but if you email me the receipt I can send it to an alternate email address.

mijnhemel

Haha, yes I understand that :) I will email you the receipt from 2CO and Paypal and an alternative email address? I was going to go for my gmail but will give you my work address as that is more secure and it will give you a way to track me down should I be a fraud, lol ;)
Will email you now!

Thanks so much

Marije


edit: both receipts sent from registered email address and I have also sent you an email from my alternative email address... Let me know if you need anything else, thank you so much.

Matt

Issue resolved in email.

HRG@galway.me.uk

I bought a template a year ago and it took a long time to get a download. Unfortunately I had forgotten about this and recently ordered another one. I am still waiting. The order has been paid for by Paypal. That took 2 minutes from the time of order. This download system is a joke, I haven\'t come across this level of basic incompetence in along time. The FAQs mention the possibilty of fraud. But the only fraud here is the theft of my time. I mean who would actually steal a $30 template. Added to which this company won\'t actually give you an email contact to send queries to. Their contact page is only for new sales. What this means is once they have your money go away and don\'t bother us.

Matt

Hi HRG:

To be honest I am flat out stunned by your comments. Let me attempt to address some of them.

We have a automated system in place, as every template company does, that handles the transaction and then in turn hands the process back to us. We have found that 1 in every few hundred transactions take a bit longer during this handoff due to the client not waiting long enough in between website redirects, or due to a dropped connection, or any number of variables that can happen during any online transaction. For some odd reason this seems to have happened to you twice somehow. We apologize for this and understand your frustration. We know this could be annoying for some so we are choosing to change how our delivery system works in the coming month.

Our contact page is setup for advertising and pre-sales inquires. We choose to use the forum for support issues, as we can respond to them faster, and also provide help for other people who might need a simple question answered when in comparison a email would not contribute to the overall knowledge base. I would like to point out to you I am responding to this post at 12:30 am EST. It is not exactly normal business hours for me right now and this is how we deliver better customer service. I challenge you to get a real response from any template company at 12:30am US time via email, and in under 3 hours. You can also note that most technical issues posted on this forum are handled within 12-24 hours, so please do not claim that we do not care. I do not know of a template company that does more for it\'s clients then JoomlaJunkie and I have been using Joomla and many of our template company friends for well over five years now...well before I joined the JoomlaJunkie staff.

Now, on to your issue.

You have registered here using a email address that does not show up in our payment processor, so I would assume you did not use the same email for your purchase. I have re-sent the download link to the email address you used for the transaction.

If you still do not receive the email then I can only imagine there is some sort of filter or spam blocker on that address that you are not aware of, or have not checked. If so, please feel free to email me personally at matt@webmonkeys.co.za. In the email please be sure to attach your receipt as well as a working email address so I know who you are and how to deliver your product to you.


regards

-matt

Matt

For the record HRG emailed me and I was able to give him his download link via email.

Matt

We have also reviewed Mr. HRG\'s comments about our contact us links and found a older link that was seldom used in the footer. We have updated this and all of our contact information to be even more user friendly.