Help and Support
We used to answer all of your requests for help, but:
- Lots of you hadn't read the relevant user guide.
- Lots of you didn't bother to get back to us to let us know if the fix or advice we provided worked.
- Less than 10% of you said "thank-you".
- Less then 1% of you left a review on the JED.
- Less than 0.1% of you made a donation.
Providing free help and support to everyone was a soul-destroying waste of time. Unfortunately, like most other Joomla developers, we have been forced to develop a strict policy about what kind of problems we will help with.
Politeness
We are sorry to have to mention it, but we are a little old-fashioned here. We don't speak "text" and we won't answer emails that lack basic politeness. We don't expect perfect English, but if you can't be bothered to write your words in full, please don't expect us to spend time solving your problem.We Don't Support Joomla!
If you need help with layout, styling, customisation, code enhancements, or general Joomla issues, the proper place to seek help is at the Joomla forums. There are thousands of people there who can help you. There are only two of us!
The free version of FlexiContact is a particular problem as it is very popular with new and inexperienced users. We are really sorry but we cannot help you because there are just too many of you. We have tried to make the user guide as helpful as possible, and we are very happy to receive ideas for improvements to it, but we cannot help you individually.
Is it Really Our Bug?
If you do find a bug in our software, we really do want to fix it, but there's a big difference between fixing bugs and investigating unexpected or unwanted behaviour on your site. Just because something does not work as you expect does not make it a bug. The vast majority of problems are yours, not ours. We will not get involved unless we are sure it is a bug in our code.
Bug Reporting
Once you are sure you have found a bug in our software, we do want to hear from you. Please include a detailed description of the problem, the version number of our software, and the Joomla version. Unless you include those there is nothing we can do, and we will assume that you don't have the experience to recognise a real bug.
Low-Cost Software Cannot Include Free Support
The same principles apply for our low-cost products. You cannot expect integration support to be included with a €9 product. Yes, we do want to know about bugs, and yes, we will fix them promptly and free of charge, but you have to do the investigation and analysis, because as we have already said, the vast majority of problems will be yours, not ours.
Only Rentalot Plus currently offers support options.
Pre-Sales Questions
Why We Don't Have a Forum
We used to have a forum, but it got spammed and abused, so we abandoned it. Keeping a forum clean, organised, and useful is a very time-consuming job, and often ends up being a bad solution to bad products and bad documentation. We believe it is better for everyone if we spend our time improving our code and our documentation so that you never encounter problems in the first place. Our goal is for our user guides to be a complete, well organised reference to everything there is to know about our products, including examples and troubleshooting. We welcome your feedback on our documentation and we are always happy to add any additional details, explanations, and examples.
Languages
We accept translations of our products and integrate them into our products. To submit a translation, please contact us using the Contact Us page. We will always reply. You can then send the files as attachments.
We are English but also speak some French, so you can email us in French if it's easier for you. We maintain the French translations of our products ourselves, but we are far from fluent and always grateful for corrections.
