Viewing 4 posts - 1 through 4 (of 4 total)
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  • July 1, 2013 at 5:24 pm #25607
    unoduedesign

    “We try to answer all questions within a day, monday-friday”

    Trying is all right, but when I buy a theme and read Outstanding Support almost 24/7, I expect,.. well, at least “some” support.

    Instead I wrote two questions (with links), one went totally ignored and the other got a response asking to repeat what was the problem. Of course english is not my first language so did I express myself badly when I wrote: “form stopped working, is not even sending emails anymore”? And got a question in reply: “what do you mean when you say it stopped working?” And got to explain (again) the problem. No support for plugins? All right than Say it. Or if you feel kind enough, tell me which plugin will work.

    I have several other problems but didn’t want to post them all together: like google map widget suddenly disappearing from contact page (well, what do you mean by disappearing? Only is not there anymore, just the white space) or how to translate footer columns with WPML, should’t this theme offer support for the WPML Multi language plugin? I bought it because of this.

    Sadly, I seem to be in good company while waiting

    July 2, 2013 at 4:58 am #127560
    Ismael

    Hi,

    I’m sorry if we accidentally skip your inquiries or didn’t give you the answer you’re looking for. There are tons of inquiries coming our way and we are doing our best to answer all of them.

    We’re asking these questions because it seems odd that the slider or contact form doesn’t work on your end but works on many other users. We are simply trying to troubleshoot the problem. We don’t have any access on your website so we’re trying to replicate what you have by asking question that may lead us to solving your theme issues.

    Please forgive us for any inconvenience.

    Thanks,

    Ismael

    July 2, 2013 at 4:22 pm #127561
    unoduedesign

    Hi Ismael,

    thank you for your kind answer,

    I know is not easy but please understand that also is not easy to explain to clients, delays and malfunctions of a premium theme I choose and recommended either.

    Let’s say that we both try our best,

    Thanks,

    Lucia

    July 3, 2013 at 3:14 am #127562
    Devin

    Hi Lucia,

    As a long time web developer I completely understand. I always recommend giving yourself plenty of room if you are working with software/themes/code that isn’t 100% under your control or unfamiliar to avoid the small issues that will always come up (customization, can XYZ be done etc).

    Just keep in mind our queue system goes from oldest post to newest so self bumping or re-posting never actually speeds up getting an answer. Also, the more information available for us in the initial post the better. A website, live example, screenshot etc and details of exactly what an issue is are always important and extremely helpful.

    Regards,

    Devin

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