Support and Theme Hierarchy Inquiry

  • Resolved pradeepn

    (@pradeepn)


    1 year ago

    Dear Astra Pro Support Team,

    I hope this message finds you well. I am writing to express my disappointment with the support I have received thus far. I have submitted a question more than a week ago and, regrettably, I am still awaiting a resolution. This prolonged delay is causing frustration and dissatisfaction with the service.

    Furthermore, I have raised concerns about the adherence of the Astra Pro theme to the WordPress template hierarchy. I have provided evidence to your team, indicating instances where the theme does not seem to align with the expected hierarchy.

    As a paying customer, I believe prompt and effective support is crucial. Unfortunately, my current experience has not met these expectations. I would appreciate it if someone from the Astra Pro support team could address my query urgently and provide clarification regarding the theme’s adherence to the WordPress template hierarchy.

    Since I have not received support from the Astra Pro team, I am compelled to escalate this matter to the www.ads-software.com ticket system. I hope that someone responsible from Astra can resolve this issue promptly or confirm whether the Astra theme respects the WordPress template hierarchy.

    I value your attention to this matter and hope for a swift resolution.

    Sincerely,

Viewing 5 replies - 1 through 5 (of 5 total)
  • Thread Starter pradeepn

    (@pradeepn)

    I value the importance of effective support in ensuring the successful use of your product. As it stands, the support experience has left me disheartened and dissatisfied. I urge the Astra Pro support team to address my query urgently, providing insights from individuals with the necessary development expertise.

    Thread Starter pradeepn

    (@pradeepn)

    Below is the reference [#79180]??

    Thread Starter pradeepn

    (@pradeepn)

    I have overridden the archive.php in my child theme root, however still blog archive is powered by astra parent themes index.php.

    This was the query. Child theme is properly setup and other files are working as per WordPress template hierarchy. I even set up a staging environment to Astra support team.

    If I rename the file from archive to idex.php its working. that’s the issue.

    Also, I have clearly mentioned that there is no other presence file such as archive-post.php or something that exists in my installation – see for yourself, please.

    When I switched to default WP theme it worked fine. After I explain this for for than a week I have received the following.

    “We sincerely appreciate your query, and while it falls?outside the scope?of our current support, please allow us to reach out to our dedicated development team to explore potential solutions and guide you in the right direction”

    This problem is related to your theme and I have paid for pro support. I read your support policy as well. But this is the response. Can someone explain me how this falls outside of your support scope.

    Thread Starter pradeepn

    (@pradeepn)

    Hello team, Is there any tentative timeline for you to respond to this basic question about your theme, please? In case you still think this is outside of your support please let me know promptly, and I will switch to another theme.

    Hi @pradeepn,

    We provide support faster on our Support Portal.

    Anyway, I can see the conversation between you and our agents in your ticket.

    Thanks for marking the thread as Resolved and for leaving the review for our theme and support.

    Kind regards,
    Herman ??

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