Dani

@rbhavesh

I have noticed you responding to all of the complaints finally. That is good, BUT Can I just point out that you appear to be copying and pasting your responses. The reason I bring that up is because this is exactly the point I was trying to make to you on my post that I started about why your support not offering a forum for customers.

When someone has the same issues or complaints you don’t have to answer them over and over like you do with your ticketing system. You answer them once on the forum and if someone doesn’t see that response and asks again, you just post the link. You would save so much time. You pasting the same response is case in point.

Not to mention, clearly your system isn’t working when people having to come to a public forum to complain which doesn’t look good for you. People come here as a last resort when they can’t get developers to respond.

And those who keep mentioning India are lame. I hate to say it but these guys in India make us look bad sometimes. They work their asses off for a lot less than what we make and are way efficient. And I like that when I check my inbox first thing in the morning, all the work is done. Read the 4 hour work week.

We appreciate that you are considering changing this support function. And the fact that you are responding says something too. However I don’t agree with your points about the forum. Let me give you a user perspective because I can see how developers may lose that from time to time.

From those of us who who work with plugin developers and theme developers on a regular basis, we are familiar with the standard of having a forum. And I can tell you how they work in response to your points:

If you need to ask for a users account access, developers simply ask for them to PM it or at that time, submit a ticket.

Developers work in shifts monitoring their forums. They even have trusted users volunteer for this who are familiar with their themes. So you ask how can you track responses and assign people to the problem? There are several ways. Work in shifts, so if a forum question comes in on your shift you answer it. OR, forward the email notification to whoever you want to handle it. SIMPLE.

Regarding users giving wrong information. Well us users know that developers moderate their forums and are usually pretty quick to jump on incorrect information. We know better than to try something on a forum post that is new or hasn’t been marked as CLOSED which some do as well which is nice.

One key point you are not considering is that for Users, we see it as major red flag when there is no public forum or area for people to comment or talk. Why? Because this is very consistent with abandoned plugins, themes or anything where they are tired of getting complaints or are afraid for others to see how many issues people are having. That is what concerned me. When I saw the complaints, I assumed you got rid of the forum because if that was up, we would see how many people are posting issues and want refunds.

Help Desks are usually used after you can’t get your issue answered in the forum. Even WordPress does that. Why? Because it dramatically decreases your SUPPORT LOAD! Think about that. All those people with those really simple stupid questions that never read your tutorials can find answers quickly on the forum from reading posts from other people who asked those same stupid questions. And of course the common issues people have will be up and answered already. I find most of my answers by searching forums, I rarely submit tickets are ask questions anymore.

Submitting a ticket sucks when we have simple questions. It seems like I am wasting someones time submitting a ticket to ask something that you probably get all the time and could have been answered in a community. TO me, submitting tickets is a last resort for bugs or requesting to pay for customization.

You have been around 2+ years because you are well placed in the search engines and your themes are very nice looking I admit that. But I had a lot of issues with them and had to hire another theme developer to fix them. And I am fairly savvy when it comes to customizing others themes.

And maybe BROKEN themes was a little harsh. I should say BUGGY themes. In comparison to many your sre visually superior, but not in functionality. Sorry but if you want to excel among everyone? Get a community up, encourage feedback and fix the issues. Your themes would be awesome.

I hope you listen to your users and re-consider using forums for support.

I entered it into the style.css sheet. Just checked and it is there. You don’t see it?

BTW I am not insensitive, I do understand that managing plugins and themes is hard especially with people who don’t read the READ ME files are take the time to read the forums first. I have seen many decent plugin and theme developers be run off by cheap, rude people who wont donate for support.

But This is a premium theme, and shouldn’t charge premium fees for something that isn’t up to par. They are making money on broken themes when the guys doing the free work are struggling to get a $1 donation for hours of work.

I don’t expect a lot ,just a forum or support area that allows the customers to share ideas and work out issues and if not, responses to what I consider serious issues with the themes integrity.

That is really strange because we didn’t change anything and in the area where you can hide the author it had your plugin name in parenthesis. We aren’t using any other plugin for this. I am totally confused now!

Question, we seem to be having a few problems with this plugin. One is that one of our main admin names does not show up on the drop down where you can choose authors. It is just missing off the list.

Another issue is it wont hide the authors. If I click hide nothing happens.

Third issue, is that no matter who we choose as the author it shows who actually posted on the front page. When in the article it seems to work some of the time but on the front page it doesn’t. Our website is here. You will see most of the stories are posted under Malia Zimmerman who is the editor but she is not the one who wrote the articles and even if she chooses the author she still appears. It sometimes shows Hawaii Reporter which is the profile that doesn’t show in the drop down.

Any reason why we are having these issues? Thanks!

FYI I was able to fix this by doing the following:

find the following lines:

/* ———– Gallery style ————-*/

.ngg-gallxeryoverview {

overflow: hidden;

margin-top: 10px;

width: 100%;

clear:both;

display:block !important;

}

change the CSS Selector to ‘.Xngg-gallxeryoverview’ and save the file.

What do you mean, when it prompted me to? Yes I added it to both the WP-config screen and in wordpress when it prompted me to.

OMG I am a total moron no I didn’t! I missed that. It totally fixed it thank you so so much.

I hate those totally obvious things you miss. Wow, that was one of the worst duh moments I have had in a while.

Ah ok nevermind I see. I made all the changes but it isn’t taking affect. Does it take time to populate or is there some step I missed?

OK so I am going to go in and backup then look around. If I change the references though wont it break the links?

Yes I used my unlimited hosting account to host the database. I was planning to do this for all my non profits to save them money. It didn’t occur to me that it would be a problem. SO I am not sure I understand why you mean about changing the references manually?