Support for the themes?
Wed, 03/25/2009 - 02:40
Hello everyone,
Did anyone notice a great decline in forum feedback recently?
Both users and support team?
Same goes for problems submited thru the Contact form.
The themes are great. They look good and all. But there are some bugs in both themes and support isnt doing much to solve them. Or at least tell us about it.
I hate bringing this issue up. I really do. But i believe that we should get basic support for things related to the themes being sold here.
Not Drupal stuff, as that can be easily solved on the Drupal.org forums most of the times.
Thu, 04/02/2009 - 23:12
#1
Hi doomed, I'll be glad to answer
We receive about 4 to 6 support emails per day on average via email and answer them all. Concerning the forums, we will likely be orphaning the forums for a more clear documentation system and/or system to more closely define, find, and handle bugs or other support inquiries. This will likely be accessed by buyers only. Here are the problems with these forums as I see it:
1) Many posts in different sections and threads of the forums are about the exact same thing. This causes double, triple, or more work for us and others to answer the same questions in multiple places and I feel causes more problems for users trying to find what they are looking for.
2) Another issue of the forums is that people do not pay for the theme but want free support. At least by email we can verify their copy by simply asking what email address they used to order the theme. I, and I'm sure you or anyone else, would hate to give free support to people who never bought the themes to begin with.
But, back to the question of yours -- yes, the forum posts are not answered at near the frequency as support email requests.
As for your comment on bugs in the themes. Email them to support via the contact form or support - at- themesnap.com and we'll identify if they are actually bugs or possibly other compatibility issues, etc. and then update the themes accordingly and let people know about the updates in future releases.
I hope this helps answer your questions and concerns.
Thanks
Brian
