Support and documentation could be better

Hey @africa-volunteering,

thank you for the opinion ??

With all due respect, I would like to point out that:

1. One doesn’t need to pay anything to use core Bento’s features. The Expansion Pack is a separate plugin with separate functionality, which is not part of this forum.

2. All theme features, including the fact that it integrates with the Content Builder plugin, are clearly outlined in its description, the official page, and in the online manual.

3. Any functionality that is contained in the Content Builder plugin would not be allowed in a free theme on www.ads-software.com, so the only way for Bento (and other similar themes striving to be useful to a broad audience) to stay free is to integrate with this plugin as a bundle. I personally don’t see any harm in that, especially considering the fact that both are free.

However, in case you don’t like the fact that Bento makes use of third-party plugins, it’s worth noting that it’s not a matter of theme quality, rather of personal opinion, and I respect yours.

Anyways, if you’re still using Bento and facing issues with any aspect of the theme, don’t hesitate to contact me by creating a topic on this forum. In case you’ve purchased an Expansion Pack license, please follow the info outlined in the email receipt for support and questions.

Cheers!
Andrii / Satori Studio

Hey Eric, I can see you’ve modified the review; could you please clarify what you mean by “poor support” – this will help us improve our service in the future. Thanks!

Sincerely,
Andrii / Satori Studio

(1) By poor support I mean it took too long for someone like me, has has purchased a premium extension, to get a reply to a support-request email i sent. I have bought premium extensions before and my experience has been to get a response within an hour from the vendor. Note, it’s not in all cases I had needed support. If the product is intuitive enough or documentation is spot-on, I most likely wouldnt need to send an email asking for help.

(2) Your documenetation could be way better. No images, no ‘snips’ to illustrate what you are saying. A picture is worth a ‘hundred’ words you know. Plus one important link in your documentation led me to a 404. I didn’t save that link and won’t bother to find it for you. I know you can find it yourself if you really want/wanted to correct it.

Hey Eric,

Thank you for the clarifications, they’ll help us improve further!

To address the issues raised in the last post:

1. We have replied to the email request from you within 5 hours, and taking into account that it was already way past working time in our timezone (GMT +2) this is, objectively speaking, within sensible limits. We’ve yet to see another premium theme upgrade priced at $17 that provides instantaneous support all day long ??

Please also note that nowhere do we promise 24/7 support or live support. We aim to answer to inquiries within 24 hours during workdays and 48 hours during weekends.

2. No problem, we’ve found it ourselves and made corrections. Thank you for the heads-up!

Sincerely,
Andrii / Satori Studio