THEMLER NEEDS NEW SUPPORT SYSTEM

kheidemann
42 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.
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kheidemann
42 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
605 Posts
DaveOzric posted this 12 July 2017

Guess you never used Artisteer?

Guess you never used Artisteer?
kheidemann
42 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
605 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
42 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
605 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.
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