Hello Marcus,

I afraid this is not possible from several reasons:

1. DocMan extension which does not seem to work for you is free
2. JoomSEF works fine in general, moreover, there is free version you had possibility to test before purchase
3. I think the DocMan 1.4.0 problems are caused by the fact it is not Joomla 1.5 native compatible. Try with our adjusted DocMan 2. If I remember right, we had to do some fix in DocMan 1.4.0 core to make it run fine with Joomla 1.5.0
4. We really do not have capacities to check individual problem on each users' site; we can provide just general hints

So I am not really sure, what would you like your refund for? That DocMan 1.4.0 does not work correctly with Joomla 1.5.0? I am afraid that is not our responsibility.

Here in this thread you tell me this:

jan wrote:


jan wrote:


However, in my original support thread BEFORE I BOUGHT it you told me this!


www.artio.net/support-forums/joomsef-fre...ons/docman-and-artio

jan wrote:



So now we're down to this.

jan wrote:


I want my refund because, essentially you told me that if I purchased it, I could get support for my issue! If you don't want to help me that's fine. Don't tell me to buy it, make me wait two and a half weeks for any real answer, and then tell me you aren't going to help me.

That is very bad business practice. Docman is in your list of supported components, and now you are making excuses based on the fact that it's not 1.5 native.

Do you understand now why I'm upset?

Dear Marcus,

I am sorry if we missed something, but did you purchase paid support as you yourself point to?

Paid support: [url]http://www.artio.net/en/e-shop/support-services[/ulr]
is not the same thing as paid JoomSEF license!

So I guess I understand why you got upset, but I think this was just a misunderstanding.

I guess I didn't purchase paid support in the sense you are talking about. I dare say you are the first group I've seen have a secondary purchase for support on a paid component, and no I didn't understand that is what you meant. I find that process odd, and confusing. You don't even have a board labeled for that kind of support. I just saw one for "Paying users" and it seems to me that's the place to post for support seeing how I paid for the component.

I refuse to pay you another dime. I already paid about 35.00 USD. I want refund for my purchase. I'll be removing the component from my site. You should note on the purchase page that support is not included, in any form. Even your forum support is very much on the weak side, as you've offered me no real help. In your very first response to me you were seeking additional money. That should have served as a warning I guess.

Do the right thing here.

Dear Marcus,

I am really sorry things went this way and primarily, we were not asking you to pay additional money. But please understand, that with hour hourly support rate of 38 EUR / hour, we cannot do support for individual users on component, that we offer for EUR 25. The support included with JoomSEF is not guaranteed and regards only basic issues and hints. Not debugging problems on users sites.

This is clearly stated on several places on our site.


The are several reasons we cannot issue refund to you based on your complaint.
1. you have agreed with our Terms of Service when purchasing JoomSEF, especially I am reffering to sections 2,4 & 6
2. the problematic extension in your case is DocMan, which is provided for FREE
3. the problem you are experiencing is not JoomSEF or the extension issue as I tried to explain; as you can see even in download section at this very website, it is working fine; the problem is either with DocMan compatibility on Joomla 1.5, its specific configuration at your site or some other conflict

I have even now tested once again DocMan 1.4.0 RC3 freshly installed on Joomla 1.5.10 + JoomSEF 3.3.0 and DocMan extension 2.0.2. It works fine. You are free to test this yourself.
We would be willing to refund you in case there is really a bug that we could not fix; but I am afraid this is not the case.

jan wrote:


First of all I don't know why you are testing with DocMan 1.4.0 RC3 when a new version (Stable) was released in February. Your extension "DocMan extension 2.0.2" was last updated in January. It doesn't matter to me if everything works fine with the RC. I'm not using the RC, I'm using the most recent stable release. You cannot decide there is not an issue because you have yet to address my problems.

The SEF extension works on my site when viewing the DocMan index only. When viewing categories or their contents it returns a 404 page. I cannot understand how you can decide there is no bug within the component or extenstion and deny me a refund. You are testing with an outdated version of DocMan. Additionally I'm not asking for a refund on the many extensions for JoomSef that I've bought here. I'm only asking for a refund on the main component. All said I've spent many times over what the component alone cost. You have the ability to verify this, I'm sure.

You've made an assumption that my site configuration may be causing the problem, and yet you've requested no information on my setup.

You have offered me only one piece of support:



I did as suggested. The JoomSEF metabot locked me out of my site and I had to disable it through phpmyadmin in order to regain access. When I explained this to you, your response was non existent.

How can you deny me a refund? Or worse, expect me to pay for support when the above is the ONLY attempt you've made to help me resolve my issues?



I know full well what the TOS says. Having a T.O.S. doesn't exclude this site from any need to show integrity in their actions as a business.