Terrible support

  • Sadly, my earlier delight with this product has turned to ever-greater frustration.

    The support, while initially excellent, has proven to be more often inexcusably bad (as in they give wrong answers to relatively simple questions, or say that an issue is not something they can support when it is), and validates all the most unkind and cruel criticism of the quality of Indian developers and support staff (who in truth can be and often are excellent, but sadly, insufficiently so with Astra).

    I’d switch to another theme if it weren’t for the tens of hours I’ve invested into this theme, and its underlying rich potential. A shame that what should be excellent is being sabotaged by incompetent uncaring support staff.

    I should add this was originally a more positive review which is why the response from the developer is thanking me rather than apologising. ??

    • This topic was modified 5 years, 8 months ago by dmpub.
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  • You’re welcome @dmpub ! ??

    Thank you so much for the review and ratings – and also for the chance you gave us to serve you with Astra Pro.

    Please feel free to get in touch if you need help with anything.

    Hello @dmpub

    We just came across the updated review and found that you weren’t quite happy with our support.

    Apologies for the delay in getting back to you here. However, I’d like to know more and therefore would really appreciate if you could share your ticket ID so that I can take a look.

    We understand that support is the most important thing we can offer and take customer feedback quite seriously. Things like this are rare and should never happen.

    We’d definitely want to look into this and make sure we get things on for you.

    Sorry again for the delay. But, I’d request you to please give us another chance.

    Regards,
    Elvina

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