I am the owner of a specialized web development agency, established in 2002. I am writing to express my deep dissatisfaction with the theme you provided us. In all my years of experience in web development, this has been one of the worst themes we have ever encountered. Despite my senior developer's attempts to reach out to you about critical errors on the theme, we have received little support from your end, leaving us unable to resolve the issue. I require your urgent attention to this matter, as it is of utmost importance to us and our client who has invested a significant amount of money in this project. If you fail to respond promptly and provide a satisfactory solution, I will have no choice but to pursue legal action against you. The theme you sold us and we installed for our client is simply not functioning as advertised, and we cannot let this matter go unresolved.
Thank you for getting in touch with us. The changes requested by the developer are userflow changes. These type of changes are called "Feature" requests. These type of requests are not covered in technical support this was clarified in the initial response to the requests itself.
Please see this document : https://help.market.envato.com/hc/en-us/articles/208191263-What-is-Item-Support-
We are charging ~$2 per month for support so given the resource and time constraints it is not possible to undertake big customisations which is requested by only 1 user. Even though I agree those suggested changes could improve our overall checkout process, the resource + time it would take to implement this change far outweighs the benefits we get in future sales.
Thank you for your reply, however I disagree that the request is a "feature request" but rather a fundamental error on the theme relating to the registration and booking flow which forms the essence of the theme.
Here is the actual ticket details from my developer of the issues we are experiencing on your theme:
PRIVATE TICKET #3230467
The booking and registration system doesn't make sense and also doesn't work very well - this is how things currently are working on our site:
1. Go to find a specialist 2. Choose a specialist profile 3. Go to book a slot 4. Then you get a popup to sign in if you have an account or an option to create an account 5. Go to create an account, you get an email to activate your account 6. You click on a link in the email to activate your account 7. Once you have activated your account you now have to go back to the specialist page to book again the slot you wanted - after login should surely take you back to the page you were on before?? 8. You select the slot, get the pop up again so you can log in 9. Once you are logged in it takes you to a page that says "your cart is empty"???
This is the most fundamental part of the system - if a user cant sign up easily and successfully to make a booking - how is the site going to even work?? - So at the moment there are 9 steps that end up taking you to an empty cart page.
Below is the reply from your support team to the above ticket:
These are some very valid point. And yes it is an urgent issue.
While logging in via Social networks makes this super easy, we can easily remove the Logging in request on the popups and force account registration in checkouts by force disabling guest checkout.
This would resolve the issue you and the workflow issue.
I am working on this, expect an update in next 2-3 days with this fix. I wish we had not skipped this report in the first place. note - we can easily remove the Logging in request on the popups and force account registration in checkouts by force disabling guest checkout.
Thank you for your patience. This is something we indeed missed. We do have full intentions of adding this in the product because it is a good request. We fixed the issue at first but we mis-understood. We should have directed the logging in user to the profile of the instructor but we redirected him to the directory with the selected slot.
Now there is another use-case which we need to check that what happens if that slot is booked by someone else in the mean time the user is registering and logging in. Since all the checks happen in the javascript the booking has to be conducted in the javascript which would automatically book the slot only if that is visible.
The reason for the delay was lack of resources as this only requires senior dev. Our senior dev Alex was hospitalised under going a surgery so it was difficult to find time for complex development tasks as well.
I want to reiterate that this is not a request for a new feature, but rather an issue with the working of your current theme is that the registration and booking/payment are not working at all.
When is this going to be fixed? When will Alex be in a position to fix this issue?
Due to your lack of response to my message and the lack of response and attention to the 2 tickets my developer has in place which is not getting attended to, I have sent a support/complaint ticket to Envato Themes explaining the situation we are in with your theme that is not working as advertised and the lack of attention to support tickets and issues we are experiencing.
All we are looking for is genuine assistance with a core feature of your theme so that my client's website can function correctly.
Update likely releasing tomorrow. Thank you for patience.
p.s : Please clarify in case my understanding is incorrect here.
I think there is mis-understanding here. Your request is related to Optimised userflow which may not have exist in the theme but it can be replicated in the demos as well. What is shown is what is sold.
We've been fully agreeing with your requests and even working on it, but these requests qualify as feature requests not as support requests hence there is no time line associated with this.
The bookings can be done by logged in users and users logging in from social networks. The user can re-book the slot.
A nature of this issue was not critical : as
a. it does not break your site
b. it does not make the site unusable.
Yes the user has to find the instructor again and book him but it in no way this qualifies under a or b.
Greetings,
I am the owner of a specialized web development agency, established in 2002. I am writing to express my deep dissatisfaction with the theme you provided us. In all my years of experience in web development, this has been one of the worst themes we have ever encountered. Despite my senior developer's attempts to reach out to you about critical errors on the theme, we have received little support from your end, leaving us unable to resolve the issue. I require your urgent attention to this matter, as it is of utmost importance to us and our client who has invested a significant amount of money in this project. If you fail to respond promptly and provide a satisfactory solution, I will have no choice but to pursue legal action against you. The theme you sold us and we installed for our client is simply not functioning as advertised, and we cannot let this matter go unresolved.
Sincerely,
Gill Balfour
Stone Hut Designs
Hi,
Thank you for getting in touch with us. The changes requested by the developer are userflow changes. These type of changes are called "Feature" requests. These type of requests are not covered in technical support this was clarified in the initial response to the requests itself.
Please see this document : https://help.market.envato.com/hc/en-us/articles/208191263-What-is-Item-Support-
We are charging ~$2 per month for support so given the resource and time constraints it is not possible to undertake big customisations which is requested by only 1 user. Even though I agree those suggested changes could improve our overall checkout process, the resource + time it would take to implement this change far outweighs the benefits we get in future sales.
Hello Ripul,
Thank you for your reply, however I disagree that the request is a "feature request" but rather a fundamental error on the theme relating to the registration and booking flow which forms the essence of the theme.
Here is the actual ticket details from my developer of the issues we are experiencing on your theme:
PRIVATE TICKET #3230467
The booking and registration system doesn't make sense and also doesn't work very well - this is how things currently are working on our site:
1. Go to find a specialist
2. Choose a specialist profile
3. Go to book a slot
4. Then you get a popup to sign in if you have an account or an option to create an account
5. Go to create an account, you get an email to activate your account
6. You click on a link in the email to activate your account
7. Once you have activated your account you now have to go back to the specialist page to book again the slot you wanted - after login should surely take you back to the page you were on before??
8. You select the slot, get the pop up again so you can log in
9. Once you are logged in it takes you to a page that says "your cart is empty"???
This is the most fundamental part of the system - if a user cant sign up easily and successfully to make a booking - how is the site going to even work?? - So at the moment there are 9 steps that end up taking you to an empty cart page.
Below is the reply from your support team to the above ticket:
These are some very valid point. And yes it is an urgent issue.
While logging in via Social networks makes this super easy, we can easily remove the Logging in request on the popups and force account registration in checkouts by force disabling guest checkout.
This would resolve the issue you and the workflow issue.
I am working on this, expect an update in next 2-3 days with this fix. I wish we had not skipped this report in the first place.
note - we can easily remove the Logging in request on the popups and force account registration in checkouts by force disabling guest checkout.
Furthermore, my developer created a video to show your support team the exact issues we are having. https://drive.google.com/file/d/12AZ2emVLN3o507bnEBjBKEllVBUFiiKt/view
This issue has still not been resolved. Please advise urgently.
Thank you.
Hello Ripul,
Kindly respond to my message on Friday with an urgent update regarding our issues which I detailed in my message.
This matter is extremely urgent as we are unable to complete the registration and checkout process.
Thank you
Gill Balfour
Thank you for your patience. This is something we indeed missed. We do have full intentions of adding this in the product because it is a good request. We fixed the issue at first but we mis-understood. We should have directed the logging in user to the profile of the instructor but we redirected him to the directory with the selected slot.
Now there is another use-case which we need to check that what happens if that slot is booked by someone else in the mean time the user is registering and logging in. Since all the checks happen in the javascript the booking has to be conducted in the javascript which would automatically book the slot only if that is visible.
The reason for the delay was lack of resources as this only requires senior dev. Our senior dev Alex was hospitalised under going a surgery so it was difficult to find time for complex development tasks as well.
Thank you for your reply.
I want to reiterate that this is not a request for a new feature, but rather an issue with the working of your current theme is that the registration and booking/payment are not working at all.
When is this going to be fixed? When will Alex be in a position to fix this issue?
Thank you
Any update, please?
Hello Ripul,
I urgently require an update and response to my ticket.
Regards,
Gill
Hello Ripul,
Due to your lack of response to my message and the lack of response and attention to the 2 tickets my developer has in place which is not getting attended to, I have sent a support/complaint ticket to Envato Themes explaining the situation we are in with your theme that is not working as advertised and the lack of attention to support tickets and issues we are experiencing.
All we are looking for is genuine assistance with a core feature of your theme so that my client's website can function correctly.
Please urgently respond.
Regards,
Gill Balfour
Update likely releasing tomorrow. Thank you for patience.
p.s : Please clarify in case my understanding is incorrect here.
I think there is mis-understanding here. Your request is related to Optimised userflow which may not have exist in the theme but it can be replicated in the demos as well. What is shown is what is sold.
We've been fully agreeing with your requests and even working on it, but these requests qualify as feature requests not as support requests hence there is no time line associated with this.
The bookings can be done by logged in users and users logging in from social networks. The user can re-book the slot.
A nature of this issue was not critical : as
a. it does not break your site
b. it does not make the site unusable.
Yes the user has to find the instructor again and book him but it in no way this qualifies under a or b.