Title: Desultory support
Last modified: January 29, 2022

---

# Desultory support

 *  [clinthi53](https://wordpress.org/support/users/clinthi53/)
 * (@clinthi53)
 * [4 years, 5 months ago](https://wordpress.org/support/topic/desultory-support/)
 * I seem to have the misfortune of possibly being one of few to receive perfunctory
   Themeisle support. This is the second year using Neve.
 * Recently, the Neve search widget stopped working on my site. I submitted a support
   ticket. I know that my support level agreement is for a turn around in 8 business
   hours.
 * Support was “able to replicate the issue”. Themeisle’s answers were vague. During
   the week this week, responses included vague phrases like “could be the reason”,“
   suspect the search form doesn’t work”, “those errors may interfere”, etc.
 * I checked all plugins as suggested. No plugin was causing the issue. I gave Themeisle
   WordPress access with their Parrot plugin.
 * After one of the days of (UN)support, my site’s Neve pro version was left deactivated!
   Also, Themeisle support installed and left a plugin installed. The plugin they
   installed, Health Check & Troubleshooting, caused a WordPress security error.
   I uninstalled the plugin. 😧🤔😧
 * I made some site changes at Themeisle’s request this Friday (1-28-2022). Themeisle
   did nothing. The changes they requested were made within their 8 hour support
   window.
 * Maybe my expectations are too high since Themeisle does not develop enterprise
   level software. I used to be technical, not so much now. Most recently, I sold
   application development tools to major accounts in the U.S. I had a desk on-site
   at many of the accounts. I am accustomed to enterprise service level agreements.
 * I understand that my support level with Themeisle is for an 8 hour turnaround.
   I do not understand the vague, lazy, sloppy response that includes making changes
   to my site without returning the site to the original condition or asking for
   changes to my site to assist with support then doing nothing after the changes
   were made.
 * It seems that my business and site are too small to matter to Themeisle since
   Themeisle might be too big to care.

Viewing 1 replies (of 1 total)

 *  [Vytis](https://wordpress.org/support/users/bvytis/)
 * (@bvytis)
 * [4 years, 5 months ago](https://wordpress.org/support/topic/desultory-support/#post-15308505)
 * Hi [@clinthi53](https://wordpress.org/support/users/clinthi53/),
 * ​I’m sorry that our response time hasn’t met your expectations. Yes, you have
   responded on Friday within our working business hours, however, we haven’t been
   able to reach it within our business hours because it was in the queue.
    ​ I 
   understand that the solution for your issue was taking a while and it happened
   because we haven’t faced this issue before and it hasn’t happened to other clients,
   we were not able to replicate the issue with our test instances no matter what
   was the configuration settings that we used so it’s an edge case and we still
   suspect the caching as it’s the reason in most cases for JavaScript being deferred/
   delayed and this looked like a similar issue. ​ ​I understand that you tried 
   to disable the caching plugin, however, from our end, we were still seeing it(
   I provided the proof about making other changes that do not reflect on the front-
   end so it was clearly still some caching making this effect). It was 3rd party
   cache enabled that we were not able to disable with the access provided. ​ ​I
   see that you’ve now deleted the Neve theme and installed another one, I’m sorry
   to see it and if you’re still interested in working with us and using the Neve
   theme please reply to the ticket that we’re working on to continue the investigation.​​
   We do not check how big is the website of our clients and we treat everyone equally
   so I’m sorry if it looked different for you.
 * We hope to see you using our products in the future. Thank you for your understanding.

Viewing 1 replies (of 1 total)

The topic ‘Desultory support’ is closed to new replies.

 * ![](https://i0.wp.com/themes.svn.wordpress.org/neve/4.2.9/screenshot.png)
 * Neve
 * [Support Threads](https://wordpress.org/support/theme/neve/)
 * [Active Topics](https://wordpress.org/support/theme/neve/active/)
 * [Unresolved Topics](https://wordpress.org/support/theme/neve/unresolved/)
 * [Reviews](https://wordpress.org/support/theme/neve/reviews/)

 * 1 reply
 * 3 participants
 * Last reply from: [Vytis](https://wordpress.org/support/users/bvytis/)
 * Last activity: [4 years, 5 months ago](https://wordpress.org/support/topic/desultory-support/#post-15308505)