Themegrille deleted my comments about the failed ColormagPro 4.0 Update.

  • This update broke my entire website. You claimed it would have no major effects, but it wiped out any users with a child theme. You’ve offered no tech support at all today. Hundreds of users are complaining online, and you took more than 24 hours to respond to any tickets.

    I pay specifically for support as business customers, and yet you released an untested product that wiped out hundreds, if not thousands of sites.

    I’ve had a coder working the entire evening to understand the major, major changes you made to the product and bring my site back online. I am sure I am not alone. Will you be compensating users for the lost productivity and third-party support costs associated with Colormag Pro 4.0? I’ve spent more yesterday undoing your errors that I have paying for ColorMag Pro over the last four years.

    I have been paying for ColorMag Pro for years specifically so I can receive tech support. And yet, it took nearly 24 hours to receive any kind of response from you, long after I had already invest my own $$ in a solution. This is completely unacceptable, and incredibly unprofessional. Adding to the lack of professionalism from ThemeGrill, you deleted not just my comment but every other comment on your “update” post on this very forum last night. Truly a great way to show customers you are taking their problems seriously and are working to help them deal with a collossal failed roll-out of your product.

    Will you delete this post to?

    • This topic was modified 1 year, 5 months ago by __none__227.
Viewing 5 replies - 1 through 5 (of 5 total)

  • That’s scary.Can you not revert changes by replacing with the lastest backup copuy prior to the update?

    I will wait with my own upgrade.

    Thread Starter __none__227

    (@bhunting)

    I tried that, but I had inadvertently set theme update to auto, so every backup restore would minutes later install the new theme.

    We were able to pause a backup just in time to compare the old code to the new code and find a way to re-write the child theme, but even with that there is still functionality missing in the update that was offered in the previous version of Pro, particularly in terms of visual presentation.

    I guess with it being a weekend there is no support working at Themegrill :(. Hopefully they get it sorted out on Monday by the latest

    Thread Starter __none__227

    (@bhunting)

    Unfortunately, the theme was released on a Thursday – it wasn’t the weekend. I didn’t receive any responses to my support tickets until 2 am on Saturday. The responses did not assist me with my issue in any way, and it’s been almost 20 hours I’ve been waiting for a reply again.

    In my opinion, any company releasing a major software update should expect to encounter support requests within a 24 to 48 hour window of that release. Failing to be prepared for that – or even releasing it immediately before the weekend if the company knows it won’t have support availalbe – is unprofessional and irresponsible.

    Themegrill fumbled this update in every conceivable way and has gone radio silent in the aftermath. It’s hard to imagine any of us paying customers remaining with Colormag Pro after this debacle.

    • This reply was modified 1 year, 5 months ago by __none__227.
    • This reply was modified 1 year, 5 months ago by __none__227.

    Hi @bhunting,

    Sorry for the inconvenience caused after the latest ColorMag theme, which caused various issues on your end. Since it was a Major update, we are still working on weekends, but due to the high volume of queries from our users, the response time is a bit longer as compared to other normal days.

    Since you have contacted us via other support mediums, our team has replied to your query. Kindly check the reply and continue the conversation.

    Regards

Viewing 5 replies - 1 through 5 (of 5 total)
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