Hi Carey. Thanks for reaching out here; sorry if we’ve let you down on this end. The troubleshooting method you’ve mentioned here – reverting to the 2011 theme – is indeed the starting point for how we provide support. It isn’t always where we end providing support, as you seem to suggest, but it’s the first step in identifying whether there is a conflict of some kind…once we’ve identified that conflict we can try to troubleshoot based on the specifics of the situation. While we obviously cannot guarantee the plugin will work nicely with every theme out there, we do our best to either provide integration tips or work with the theme devs to figure out what’s up. For your specific problem, as an example, this isn’t something that is widespread for everyone…and while we want to help we do need folks to understand our limited support bandwidth.
In terms of response time…best I can tell the only message you’ve sent to the support team so far was an email at 1:09 this afternoon. You posted this thread no more than a few minutes after sending that. We generally are able to hit email within 24 hours (1 business day) of it being sent, but unfortunately can’t provide a quicker turnaround time than that.
If you posted a thread here on the forum and it didn’t get addressed, let me know. We generally hit the dot-org forum here once a week…for users seeking speedier response times, we encourage a PRO license (as the PRO forums on tri.be are monitored daily, and we’re able to provide a deeper level of support there as well).
I’m sort of confused over why you’d claim that we don’t provide support – as it’s evidenced via the backlog here and at the tri.be site that we care a lot about supporting the community – but I’m sorry if we let you down on this end. There are certainly plenty of competitor plugins out there if you don’t want to continue using ours, but if you can live with our turnaround time we’d be happy to help out best we can.
Let me know what else I can do or if you have any questions on the above.
