Is paying customer support dead?

Denis L.
50 Posts
Denis L. posted this 21 January 2018

Is the Themler paying customer support dead or what?!

I have a private support ticket that's been opened for 3 hole weeks with zero answer form the Devs!

This is becoming very sad to have major lacking in customer support for a great product like this.

Is the Themler paying customer support dead or what?! I have a private support ticket that's been opened for 3 hole weeks with zero answer form the Devs! This is becoming very sad to have major lacking in customer support for a great product like this.
Vote to pay developers attention to this features or issue.
6 Comments
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mothergoosenest
6 Posts
mothergoosenest posted this 21 January 2018

Hopefully not. Because I just payed an annual fee & they better reply to my question.

Hopefully not. Because I just payed an annual fee & they better reply to my question.
Support Team
Support Team posted this 22 January 2018

Hi,

Sorry for the delay. Looks like your case was somehow lost in our system. I see it now and it will be responded in the nearest time. Please sorry again for the inconvenience.

Sincerely,
Hella

Hi, Sorry for the delay. Looks like your case was somehow lost in our system. I see it now and it will be responded in the nearest time. Please sorry again for the inconvenience. Sincerely, Hella
Denis L.
50 Posts
Denis L. posted this 04 March 2018

WOW! My case is often lost in you system! Might want to fix it! Sigh!

I've open my private support ticket as a PAYING CUSTOMER on January 3rd (2 months ago... 2 MONTHS), gave you SuperAdmin and FTP access to my site to help fix the Themler problem since I can't open nor work on my templates because of a 404 error, and the last time I've heared from you was 2 weeks ago, telling me that you've reported the issue to your developers and would give me news as soon as you get some.

Are they sleeping on it?! It's really starting to be annoying to have to always push and get angry to get fixes that could probably be easy for you to fix as the product developers.

Please help me fix my problem stated in my private support ticket ASAP so you can come back in my good graces and make me be proud again to make you good publicity. Because at the moment, it's not the case at all and I stay with a "sour taste in my mouth" if you know what I mean.

WOW! My case is often lost in you system! Might want to fix it! Sigh! I've open my private support ticket as a **PAYING CUSTOMER** on **January 3rd** (2 months ago... **2 MONTHS**), gave you SuperAdmin and FTP access to my site to help fix the Themler problem since I can't open nor work on my templates because of a 404 error, and the last time I've heared from you was **2 weeks ago**, telling me that you've reported the issue to your developers and would give me news as soon as you get some. Are they sleeping on it?! It's really starting to be annoying to have to always push and get angry to get fixes that could probably be easy for you to fix as the product developers. **Please** help me fix my problem stated in my private support ticket ASAP so you can come back in my good graces and make me be proud again to make you good publicity. Because at the moment, it's not the case at all and I stay with a "sour taste in my mouth" if you know what I mean.

Last edited 04 March 2018 by Denis L.

Support Team
Support Team posted this 05 March 2018

Hi,

Last time I notified you that I assigned a task to our developers but have not received a response from them yet. Unfortunately there is still no response. I asked then to check this issue as soon as possible.

Thank you,
Olivia

Hi, Last time I notified you that I assigned a task to our developers but have not received a response from them yet. Unfortunately there is still no response. I asked then to check this issue as soon as possible. Thank you, Olivia
wendy.rose.au
11 Posts
wendy.rose.au posted this 5 days ago

I have a number I websites I have built with Themler and I am now very worried they will crash and I will have zero support even though I am a paying customer. Very disappointed.

Product is difficult, glitchy and unpredictable.

Today my site vanished twice while I was editing it and when I finally got it back, It had reverted to about 30 saves ago. I'm not a happy customer.

I have a number I websites I have built with Themler and I am now very worried they will crash and I will have zero support even though I am a paying customer. Very disappointed. Product is difficult, glitchy and unpredictable. Today my site vanished twice while I was editing it and when I finally got it back, It had reverted to about 30 saves ago. I'm not a happy customer.
Support Team
Support Team posted this 5 days ago

Hello,

We are sorry to hear this. It is highly improbable that all of your sites would crash all fof a sudden, but we are here for your support. You have mentioned that your website vanished today - what do you mean, was it the theme that didn't open or any other issue?
Also we ask you to create a separate topic for your questions are answered quicklier and it is easier to track down issues for your websites. This topic comes from 2018...

Sincerely,
Nettie

Hello, We are sorry to hear this. It is highly improbable that all of your sites would crash all fof a sudden, but we are here for your support. You have mentioned that your website vanished today - what do you mean, was it the theme that didn't open or any other issue? Also we ask you to create a separate topic for your questions are answered quicklier and it is easier to track down issues for your websites. This topic comes from 2018... Sincerely, Nettie
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