I love my theme. I think it is well built.
I am so disappointed with the extension support. I purchased it for 1 year. I have had issues at the beginning when it took the support several weeks to realize there was a problem in my child version and I had to download it all back again.
And then, those last few months and even though I have contacted many times the support I haven’t received news on several matters: an error display, a slug problem and a plugin incompatibility. I am frustrated and disappointed because as my problems haven’t been tackled on time, I had to pay an extra 6 month support. When I told the support that this 50 $ extra support was due because of the lack of my response from their services, nothing. After re-writing an email about the 3 problems mentioned before, still NOTHING has changed.
I wanted to issue my problem directly to Neuronthemes as I don’t like publicly expose my grieves. Though I have and nothing has changed. So here I am here. Waiting for my problems to be fixed and my extended support help re-imbursed (as I wouldn’t have needed it if their support services had tackled my problems before)
Author response
Hi,
Thank you for sharing your feedback with us. We sincerely apologize for the frustration and disappointment you've experienced with our extension support. Your satisfaction is of utmost importance to us, and we deeply regret that we fell short of meeting your expectations in this instance.
We appreciate your patience and understanding as we worked through the issues with your theme. It's disheartening to hear that you encountered delays and lack of response during your interaction with our support team. Rest assured, this is not reflective of the level of service we aim to provide.
We understand the inconvenience caused by the need to extend your support subscription due to unresolved issues. Please know that we take your concerns seriously, and we are committed to rectifying the situation promptly.
Regarding your request for a refund of the extended support, we absolutely understand your perspective. We are more than willing to process the refund as a gesture of goodwill for the inconvenience you've experienced.
Our team is dedicated to ensuring that all our clients receive timely and comprehensive assistance with any challenges they encounter. We will be reviewing our support processes to address the gaps you've highlighted and prevent similar issues from occurring in the future.
Once again, we apologize for the inconvenience and frustration you've experienced. Your feedback is invaluable to us as we strive to continuously improve our products and services.
Kind Regards
