THEMLER NEEDS NEW SUPPORT SYSTEM

kheidemann
44 Posts
kheidemann posted this 20 June 2017

Can we get some votes for a proper support system?

I don't think the Themler team understands the importance of supporting their product in a timely fashion.

It is one thing to have to wait 3 days for support. That on its own is terrible, but the reality is that you don't get support after that long wait; you get a response. If your response is in the form of a question or if it is unhelpful or unclear, guess what? You now have to wait another 3 days. This cycle will continue.

I work with lots of different vendors and never have I encountered anything like this abysmal joke of a support system.

I have already told you privately that I will not be paying another dime for this product, not because it is a bad product, in fact it is a great product, but without support it can't survive in the corporate environment where time is money.

Please put some serious thought into providing proper support for this great product. Software does not survive on development alone.

#Can we get some votes for a proper support system? I don't think the Themler team understands the importance of supporting their product in a timely fashion. It is one thing to have to wait 3 days for support. That on its own is terrible, but the reality is that you don't get support after that long wait; you get a response. If your response is in the form of a question or if it is unhelpful or unclear, guess what? You now have to wait another 3 days. This cycle will continue. I work with lots of different vendors and never have I encountered anything like this abysmal joke of a support system. I have already told you privately that I will not be paying another dime for this product, not because it is a bad product, in fact it is a great product, but without support it can't survive in the corporate environment where time is money. #Please put some serious thought into providing proper support for this great product. Software does not survive on development alone.
Vote to pay developers attention to this features or issue.
13 Comments
Order By: Standard | Newest
kheidemann
44 Posts
kheidemann posted this 12 July 2017

Really, no votes in four weeks?

It's funny that when I search "support" there's a million hits but nobody wants to vote for it?

I remember a time when there was a post that nobody could vote on until support magically fixed it because it was being talked about. Not tin-foil hatting, just saying...

Really, no votes in four weeks? It's funny that when I search "support" there's a million hits but nobody wants to vote for it? I remember a time when there was a post that nobody could vote on until support magically fixed it because it was being talked about. Not tin-foil hatting, just saying...
DaveOzric
819 Posts
DaveOzric posted this 12 July 2017

Guess you never used Artisteer?

Guess you never used Artisteer?
kheidemann
44 Posts
kheidemann posted this 12 July 2017

Actually, I used Artisteer for years and never once had to contact support using it. It was much easier to use but after working with Themler for a while I love the functionality it offers and the integration with Wordpress and popular ecommerce variations. It is just difficult to figure out at times with no good documentation and dealing with support to get the simplest of answers can take weeks... but you know that. :)

Actually, I used Artisteer for years and never once had to contact support using it. It was much easier to use but after working with Themler for a while I love the functionality it offers and the integration with Wordpress and popular ecommerce variations. It is just difficult to figure out at times with no good documentation and dealing with support to get the simplest of answers can take weeks... but you know that. :)
DaveOzric
819 Posts
DaveOzric posted this 12 July 2017

I actually have not had bad luck with support. I think for the price they are pretty good and helpful. My issue is with the developer/s who won't update the program. Now they are off designing unicorn tears and everything else is on hold. Really? What about the bugs and issues that normal everyday professionals need to run their business?

To be clear, love the program. Needs some additional fine tuning but it's very complex so I can imagine. Not to mention the amount of things that can go wrong or the myriad of server settings. It's a wonder they pulled this off at all. It's pretty impressive if you think about it.

SEO fixes, need them now.

I actually have not had bad luck with support. I think for the price they are pretty good and helpful. My issue is with the developer/s who won't update the program. Now they are off designing unicorn tears and everything else is on hold. Really? What about the bugs and issues that normal everyday professionals need to run their business? To be clear, love the program. Needs some additional fine tuning but it's very complex so I can imagine. Not to mention the amount of things that can go wrong or the myriad of server settings. It's a wonder they pulled this off at all. It's pretty impressive if you think about it. SEO fixes, need them now.
kheidemann
44 Posts
kheidemann posted this 12 July 2017

Oh that's right, yours was the SEO issue. I've been off the forums for a bit.

I have to agree it is impressive software. I just think they have dropped the ball on support and they refuse to admit it.

Oh that's right, yours was the SEO issue. I've been off the forums for a bit. I have to agree it is impressive software. I just think they have dropped the ball on support and they refuse to admit it.
DaveOzric
819 Posts
DaveOzric posted this 12 July 2017

It takes a LOT of time and effort to create unicorn tears. LOL I hope they come back after they get done.

It takes a LOT of time and effort to create unicorn tears. LOL I hope they come back after they get done.
shane25
4 Posts
shane25 posted this 21 July 2018

I'm having an issue with my purchase and can't get any support via PayPro or Themler. I get the impression that it's one guy working at home. So right now, they took my money and gave me nothing in return. I"m starting to rethink my purchase now...

Seems very unprofessional.

I'm having an issue with my purchase and can't get any support via PayPro or Themler. I get the impression that it's one guy working at home. So right now, they took my money and gave me nothing in return. I"m starting to rethink my purchase now... Seems very unprofessional.
DaveOzric
819 Posts
DaveOzric posted this 21 July 2018

They are not answering anything lately. It's more than one person but who knows how many.

You will live on the edge with this company. Very unusual to say the least. Not always good for the customer.

They are not answering anything lately. It's more than one person but who knows how many. You will live on the edge with this company. Very unusual to say the least. Not always good for the customer.
Support Team
Support Team posted this 24 July 2018

Hi,

I'm having an issue with my purchase and can't get any support via PayPro or Themler.

I do not see any cases from your account in our support system. As for the PayPro Global, please try to contact them again, I hope that they will answer you soon. I see that you have one order that is being processed now. Unfortunately all the payment operations are going through PayPro Global and we cannot control the transactions, so try to contact them once again.

Sincerely,
Hella

Hi, >I'm having an issue with my purchase and can't get any support via PayPro or Themler. I do not see any cases from your account in our support system. As for the PayPro Global, please try to contact them again, I hope that they will answer you soon. I see that you have one order that is being processed now. Unfortunately all the payment operations are going through PayPro Global and we cannot control the transactions, so try to contact them once again. Sincerely, Hella
shane25
4 Posts
shane25 posted this 25 July 2018

My order is still being processed? That was 6 days ago. Wow, that's a long time - almost a week to process.

I contacted PayPro Global again today and they for sure "logged" one this time. However, it looks like they just forwarded the chat log to support@themler.io and CCed me. Ironically I already emailed that address days ago and didn't receive any response, or even an automated responder.

Just as a head's up, somehow I ended up purchasing a year subscription although I should have purchased an upgrade which would have been half the price. I'm looking to refund the full subscription, and repurchase the upgrade. The issue with Themler still reporting that I haven't paid for the subscription makes sense if it takes a week (gasp!) to process an order.

Hi,

I'm having an issue with my purchase and can't get any support via PayPro or Themler.

I do not see any cases from your account in our support system. As for the PayPro Global, please try to contact them again, I hope that they will answer you soon. I see that you have one order that is being processed now. Unfortunately all the payment operations are going through PayPro Global and we cannot control the transactions, so try to contact them once again.

Sincerely,
Hella

My order is still being processed? That was 6 days ago. Wow, that's a long time - almost a week to process. I contacted PayPro Global again today and they for sure "logged" one this time. However, it looks like they just forwarded the chat log to support@themler.io and CCed me. Ironically I already emailed that address days ago and didn't receive any response, or even an automated responder. Just as a head's up, somehow I ended up purchasing a year subscription although I should have purchased an upgrade which would have been half the price. I'm looking to refund the full subscription, and repurchase the upgrade. The issue with Themler still reporting that I haven't paid for the subscription makes sense if it takes a week (gasp!) to process an order. > Hi, > > >I'm having an issue with my purchase and can't get any support via PayPro or Themler. > > I do not see any cases from your account in our support system. As for the PayPro Global, please try to contact them again, I hope that they will answer you soon. I see that you have one order that is being processed now. Unfortunately all the payment operations are going through PayPro Global and we cannot control the transactions, so try to contact them once again. > > Sincerely, > Hella

Last edited 25 July 2018 by shane25

shane25
4 Posts
shane25 posted this 25 July 2018

Paypro said to expect a response from Themler within 24 hours - I didn't think so. I had to contact Paypro again, which seems to be part of my daily routine now. Now I have to wait another 24 hours.

22:08] Julia: We will forward one more refund request to the vendor as this is their priority. If there is still no answer, the request will be forwarded to our Accounting department in this case
[22:10] Shane: Umm .. it has been over a week since I paid for the software but ok.
[22:10] Shane: Should I contact you same time tomorrow then? 24 hours?
[22:10] Julia: Yes, please
[22:11] Shane: Ok .. see you tomorrow then. LOL
[22:11] Julia: Take care

Paypro said to expect a response from Themler within 24 hours - I didn't think so. I had to contact Paypro again, which seems to be part of my daily routine now. Now I have to wait another 24 hours. 22:08] Julia: We will forward one more refund request to the vendor as this is their priority. If there is still no answer, the request will be forwarded to our Accounting department in this case [22:10] Shane: Umm .. it has been over a week since I paid for the software but ok. [22:10] Shane: Should I contact you same time tomorrow then? 24 hours? [22:10] Julia: Yes, please [22:11] Shane: Ok .. see you tomorrow then. LOL [22:11] Julia: Take care

Last edited 26 July 2018 by shane25

Support Team
Support Team posted this 27 July 2018

Hello,

Sorry for the delay. I asked our sales team about this order. It was in "Processing" status in our system because we have not received automatic response from our payment gateway about successful payment. I asked our developers to check this issue. Our sales team approved this order manually. You should be able to use the subscription now.

Thank you,
Olivia
Themler Support Team

Hello, Sorry for the delay. I asked our sales team about this order. It was in "Processing" status in our system because we have not received automatic response from our payment gateway about successful payment. I asked our developers to check this issue. Our sales team approved this order manually. You should be able to use the subscription now. Thank you, Olivia Themler Support Team
shane25
4 Posts
shane25 posted this 28 July 2018

Thanks for getting back to me. I appreciate you guys manually pushing through the order, but that was only part of the issue. The second part of the issue is I was over charged for my subscription. I think I should have been charged for an upgrade instead of a full subscription (which is half price).

The problem occurs when Themler tells you that your subscription needs renewal, it will give you a link (button) to renew. Unless you go to the Themler website ahead of time and log in, you will not receive the option for the 50% renewal discount. If you log in after you're redirected, there is no upgrade pricing. You will have no option but to pay the full price which is what happened to me. I'm hoping I could get a refund for the difference ($59). I have created a video of this and will upload it to Youtube.

Hello,

Sorry for the delay. I asked our sales team about this order. It was in "Processing" status in our system because we have not received automatic response from our payment gateway about successful payment. I asked our developers to check this issue. Our sales team approved this order manually. You should be able to use the subscription now.

Thank you,
Olivia
Themler Support Team

Thanks for getting back to me. I appreciate you guys manually pushing through the order, but that was only part of the issue. The second part of the issue is I was over charged for my subscription. I think I should have been charged for an upgrade instead of a full subscription (which is half price). The problem occurs when Themler tells you that your subscription needs renewal, it will give you a link (button) to renew. Unless you go to the Themler website ahead of time and log in, you will not receive the option for the 50% renewal discount. If you log in after you're redirected, there is no upgrade pricing. You will have no option but to pay the full price which is what happened to me. I'm hoping I could get a refund for the difference ($59). I have created a video of this and will upload it to Youtube. > Hello, > > Sorry for the delay. I asked our sales team about this order. It was in "Processing" status in our system because we have not received automatic response from our payment gateway about successful payment. I asked our developers to check this issue. Our sales team approved this order manually. You should be able to use the subscription now. > > Thank you, > Olivia > Themler Support Team
You must log in or register to leave comments