Terrible

  • I contacted support over an issue with my license disappearing 30 days before it expired. Support said it was my website that was an issue and wanted website admin access. MADE NO SENSE! I refused to give them access and proceeded to show them screenshots which showed their own ThemeHigh website was the error.

    It turns out it was their website that was the error because it does not handle expiring credit cards very well, if at all. I solved the problem myself by deactivating my account, purchase yet another license and reactivate that one under a new credit card credentials. This has shown me that support is unwilling to solve problems with a preference to blame you to access your website Admin for some reason. Why would they want to do that if they have been give screens showing their own website fault? You think they would start there first, right?

    I have asked for a refund for my 30 days of unused license. Let’s see if they provide that. I am not holding my breath.

    • This topic was modified 1 year, 7 months ago by royalhound.
    • This topic was modified 1 year, 7 months ago by royalhound.
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  • Plugin Author ThemeHigh

    (@themehigh)

    Hi,

    We understand your concern and heartfelt apologies for the inconvenience caused to you.
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    To begin, we would like to bring to your attention a few important matters. Our website is built on the EDD platform, which provides greater flexibility for digital products, and we are utilizing its features to manage our website.
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    So once an issue occurs with license-related, we will try to recreate the same on our environment. If we are unable to replicate the issue, it may only be possible to do so from either the EDD end or the user’s end. As a result, we request the user’s login credentials in order to investigate and resolve the issue.
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    However, we understand that some users may be hesitant to share their login credentials, and we respect their decision. In such cases, we will raise a ticket with the EDD platform for further assistance. Regarding your specific case, we have already raised a ticket with the EDD and are currently awaiting a response.
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    Please note that we only request login credentials from users in cases where we are unable to replicate the issue on our end, and we do not require access to live sites. Instead, we request a staging site or a site where the issue can be replicated for troubleshooting purposes. In all other cases, we do not ask for the login credentials and will work to resolve the issue as promptly as possible. We understand the importance of safeguarding user privacy and take all necessary precautions to protect user information. Ensuring customer satisfaction is our top priority, and we strive to always acknowledge and address our customer’s requests to the best of our ability.

    Thank you!

Viewing 1 replies (of 1 total)
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