NO Regular SUPPORT for Paid themes?????

Mike
asked 11 years ago

At what time you provide support..Noticed that just for only few minutes the support is active!

I understand, you guys are doing awesome site design and must be busy in your own schedule.

But we as a end user have a lot of questions and would appreciate if anyone of you answers them asap.

It would be awesome, if you can answer them within 6 hours.

3 Answers

Jackie Lord
answered 11 years ago

Dear Mike,

Of course we understand that every users have their own issues and problems with our themes and we commit to support all users within 48 hours (you can read more at our Terms: http://cmspioneer.com/designwall/terms).

All the issues are important and we do not treat any differently. Furthermore, we are developers, coders, have not yet have an official support team, hence giving support immediately within few hours is impossible for us.

I hope for your understanding.

Regards,
Jackie

Mike
answered 11 years ago

I appreciate Jackie you understand. But think of those who have installed your theme on live site? One or two minor issues can be deferred for 3-4 days, but for critical issues, you, as a lead developer, must support us in fixing the theme ASAP.

There are critical issues with the theme which I have already posted on forum. I would appreciate if you can prioritize them based on criticality and ship a new version of the theme.

And I regret for being Harsh! Hope you understand!!

Jackie Lord
answered 11 years ago

Dear Mike,
Sadly that even though we have tried our best to support you and answer all your questions, but everything seems to be on fire for you and it was hard to corporate with us in solving the issues. We have issued the refund and you will receive the money back soon.
We didn’t expect this outcome, however we have to close down your case.

Regards,
Jackie