Flash do not work properly with Polylang and poor support

  • Patrice

    (@patricevigier)


    4 years, 4 months ago

    Hello,

    Flash Pro version

    It is the first time I put only one star to a product. I know how to be cool and understand the developer community difficulties but…

    I put one star because this is the second time I get a problem with Flash and the Theme Grill support team is not able to resolve it.

    They ask you to do things that are at the level of preschool :=) they ask you to do things that you have already done ( and said to them that you did, do they read our emails?) and they are at the limit to be condescending!

    Also you have to know that you will get one mail per day, so if, like me, you have a problem with your home page, it will take easily 10 days to get to the conclusion.

    To make it short, you have to know that if you are using Polylang and permalinks you will get a problem on the home translated page with the slider plugin. Instead of sliding images, it display them all at once on top of each other (Not very nice looking and surely not professional!).

    Good luck
    Patrice

    So in the end, this post made them react positively, which is smart and shows that they care.
    They fixed the problem and I thank Ashish for his fast help and I recommend them to audit their support service.
    I changed my rate to 3 stars.

    • This topic was modified 4 years, 4 months ago by Patrice.
    • This topic was modified 4 years, 4 months ago by Patrice.
    • This topic was modified 4 years, 4 months ago by Patrice.
    • This topic was modified 4 years, 4 months ago by Patrice.
    • This topic was modified 4 years, 4 months ago by Patrice.
Viewing 3 replies - 1 through 3 (of 3 total)

  • Hi @patricevigier,
    Firstly, I would like to apologize on behalf of our team that you got a problem with our support and on your site while using our theme.

    At the same time, I would like to let you know that I did go through the conversation for the problem you get in our support ticket and I realize that there has been some confusion. In a case like this, I agree that it is always the responsibility of ours to properly guide and try to explain what is the exact problem, what is the possible solution, and let users know if something is not in our hands. So, I accept that there were mistakes from our sides. From the conversation, I understand that it could be handled in a very different way so that you wouldn’t have to go through the trouble. So, I’ll be doing it for you.

    Saying that I want to let you know what we’ll be doing from here. We’ll try to replicate the problem in every possible way, then fix it if it can be done within the theme with high priority and release an update so that the problem in your site will also be fixed. If we couldn’t replicate it, we’ll contact you via email and check your site’s admin to fix the problem for you. I hope this is fine with you too. If there’s anything else we can do, please let us know and we’ll consider that as well. You can also contact us via https://themegrill.com/ Chat Support for quick discussion.

    Finally, positive or negative, feedback from our users always encourage us to improve our themes and we do have a history of improving our themes by learning from complaints of the users. This review of yours will also help us to do the same. So, I want to ensure that we’ll check this in detail and come up with the best possible solution. I hope you can update the rating after doing so. ??

    Sincerely,
    Ashish S. – ThemeGrill Team

    Thread Starter Patrice

    (@patricevigier)

    Dear Ashish,
    Thank you for your post.
    I have contacted you via e-mail and mounted a dummy site for you to check the problem.
    Sincerely
    Patrice

    @patricevigier

    Sure, let’s proceed the further discussion there. We’re checking the issue in your dummy site and inform you of the progress via our support conversation.

    Thanks for your cooperation. ??

    Sincerely,
    Ashish S. – ThemeGrill Team

Viewing 3 replies - 1 through 3 (of 3 total)
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