What Should I Expect from Themler Support (How many days until I get an answer)?

zzGreg
18 Posts
zzGreg posted this 02 March 2016

I am new here and not sure what to expect from Themler Support in terms of responsiveness. In a private support request, I provided access to my WordPress Website, which seems to corrupt Themler when I put a Themler Slider on the site. I haven't heard anything back in now over two days, so now I have two questions which I would like to get the community's perspective on:

1) Is Themler stable for you guys? Do you lose your work ever/often? Or perhaps could I be doing something fundamentally wrong with my set up or use of the product (again, I am new)?

2) What has your experience with Themler Support been: How long do you typically wait for a response to your questions/requests for help, especially when the issue is preventing you from doing work?

Thanks,
Greg

More about my issue, just in case anyone is interested or can provide some help....

I think my issue is with the Slider, in Themler (I read about someone else having what appeared to me to be a similar issue). About an hour or two after I incorporate the Slider, I get a warning message on the WordPress dashboard, which reads: "Themler theme is inactive. Themler Core plugin's functionality is restricted." I lose all my work, and the first time this happened, the only way I was able to fix this it was to uninstall and reinstall WordPress on my server host.

Of course, I wasn't happy losing some work, but it was only a few hours of my time. I then decided that I should back up my site sooner, which I did (I think) just before the second time this error happened.

Now, since it has been almost three business days with no response from Themler Support, I guess I will try to recover from my back up, and see what happens.

I am new here and not sure what to expect from Themler Support in terms of responsiveness. In a private support request, I provided access to my WordPress Website, which seems to corrupt Themler when I put a Themler Slider on the site. I haven't heard anything back in now over two days, so now I have two questions which I would like to get the community's perspective on: 1) Is Themler stable for you guys? Do you lose your work ever/often? Or perhaps could I be doing something fundamentally wrong with my set up or use of the product (again, I am new)? 2) What has your experience with Themler Support been: How long do you typically wait for a response to your questions/requests for help, especially when the issue is preventing you from doing work? Thanks, Greg More about my issue, just in case anyone is interested or can provide some help.... I *think* my issue is with the Slider, in Themler (I read about someone else having what appeared to me to be a similar issue). About an hour or two after I incorporate the Slider, I get a warning message on the WordPress dashboard, which reads: "Themler theme is inactive. Themler Core plugin's functionality is restricted." I lose all my work, and the first time this happened, the only way I was able to fix this it was to uninstall and reinstall WordPress on my server host. Of course, I wasn't happy losing some work, but it was only a few hours of my time. I then decided that I should back up my site sooner, which I did (I think) just before the second time this error happened. Now, since it has been almost three business days with no response from Themler Support, I guess I will try to recover from my back up, and see what happens.
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6 Comments
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Tiger
11 Posts
Tiger posted this 02 March 2016

weeks with no results - i'm going on +2 weeks

weeks with no results - i'm going on +2 weeks
zzGreg
18 Posts
zzGreg posted this 02 March 2016

weeks with no results - i'm going on +2 weeks

Wow, sorry to hear that, Tiger. Do you have live/customer sites that you built on Themler?

> weeks with no results - i'm going on +2 weeks Wow, sorry to hear that, Tiger. Do you have live/customer sites that you built on Themler?
DaveOzric
920 Posts
DaveOzric posted this 03 March 2016

I hope they hire some support people and make this a great product.

I hope they hire some support people and make this a great product.
Support Team
Support Team posted this 03 March 2016

Hi,

We are terribly sorry for the delay in responding.

@gsmcl0964
In most cases we reply within 2-3 business days, but now the response time might be a bit longer due to the large amount of cases, but we are doing our best and hope that soon we could be able to reply faster.
regarding your problem, I see your private ticket and we'll investigate the problem further. The error message that you have mentioned in this ticket ("Themler theme is inactive. Themler Core plugin's functionality is restricted.") indicated that the Themler theme you are editing is not activated now within the site back end, usually going to the admin panel and activating the proper theme.

@Tiger
I do not see any case from you that does not have any reply for 2 weeks, please provide a link so we could check that we do not miss anything. I see one case created 2 weeks ago, we have requested some information from you and your replies were posted 2 days ago. We'll reply soon.

Thanks again for your patience.

Sincerely,
Hella

Hi, We are terribly sorry for the delay in responding. @gsmcl0964 In most cases we reply within 2-3 business days, but now the response time might be a bit longer due to the large amount of cases, but we are doing our best and hope that soon we could be able to reply faster. regarding your problem, I see your private ticket and we'll investigate the problem further. The error message that you have mentioned in this ticket ("Themler theme is inactive. Themler Core plugin's functionality is restricted.") indicated that the Themler theme you are editing is not activated now within the site back end, usually going to the admin panel and activating the proper theme. @Tiger I do not see any case from you that does not have any reply for 2 weeks, please provide a link so we could check that we do not miss anything. I see one case created 2 weeks ago, we have requested some information from you and your replies were posted 2 days ago. We'll reply soon. Thanks again for your patience. Sincerely, Hella
bandibacsi2
16 Posts
bandibacsi2 posted this 04 May 2016

Hi,

Support is very kind and helpful but unfortunately very slow. I sorry for them. Most probably they have lots of request and few support people. Forum is full of complaints about lack of support. Themler is a great tool but it is still full of bugs that makes work very slow, sometimes impossible. I've been waiting for two weeks for a Woocommerce related problem. My client threatened me not to pay the job if I'm unable to solve the problem. Then who will pay my financial loss?

Management should take these complaints serious. In my opinion this will spread among designers and coders and ruin the reputation of Themler and fewer and fewer people will renew subscriptions. Personally I started to look for other tool to create WordPress themes.

Regards
Andras

Hi, Support is very kind and helpful but unfortunately very slow. I sorry for them. Most probably they have lots of request and few support people. Forum is full of complaints about lack of support. Themler is a great tool but it is still full of bugs that makes work very slow, sometimes impossible. I've been waiting for two weeks for a Woocommerce related problem. My client threatened me not to pay the job if I'm unable to solve the problem. Then who will pay my financial loss? Management should take these complaints serious. In my opinion this will spread among designers and coders and ruin the reputation of Themler and fewer and fewer people will renew subscriptions. Personally I started to look for other tool to create WordPress themes. Regards Andras
LGWeb
149 Posts
LGWeb posted this 04 May 2016

I think the support is extremely helpful and they do all they can do accommodate us and answer questions. Usually within 24 Hours I have a response.

I think the support is extremely helpful and they do all they can do accommodate us and answer questions. Usually within 24 Hours I have a response.
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