Support » Theme: Neve » Seems like a promising theme but has some issues and poor support

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  • Hello,

    I’ve just left a comment on the issues you’ve reported, I’ll try to help out.
    Regarding the unresponsiveness, please give this a read, hope you understand.
    We do care about all our customers, no matter if they’re using a free or a premium product. And we are definitely willing to help everyone as much as we can. But due to the fact that we are a small team in charge of a large user base from around the world, we can’t always handle all the requests (we receive tons, by the way).
    That’s why we do not monitor this forum on a daily basis because we are trying to assist the customers who paid exclusively for our extensions bundle, which allows us to keep developing, updating, and supporting the theme.
    Given the fact that we have to provide advanced support to our premium customers via email daily, we won’t be available on this forum every time you’ll need us.
    But we are doing our very best to monitor your queries and answer as soon as possible. So please don’t get angry with us if it takes a week (sometimes more) to reply to your topic on this forum.

    Regards,
    Rodica

    Hi Rodica,

    Thanks for your response.

    I do understand your company has limited resources. Every company does.

    As to how a company support free themes – I guess it depends on your point of view.

    If you view free themes as a gift to users who are not paying, then yes maybe that justifies not providing quick support.

    However, if free themes are a stepping stone for some users to become paying customers, then free themes are an important part of sales and marketing and new customer acquisition for a company.

    Sales, marketing, customer acquisition are NOT revenue models, they are cost models. Ie no customer is paying for marketing and sales, yet without marketing and sales, a company eventually dies. So marketing and sales is as, if not more important then supporting paid customers.

    So I would respectfully suggest your company considers free themes the same way. Not that users should be waiting weeks because the theme is free but that users should be supported as a high priority because if you don’t they may get a poor impression and maybe leave poor reviews, which may negatively affect you converting users to paid customers.

    Some companies who have free plugins or themes on .org provide extremely quick response (hours) because they agree with this idea.

    But we are doing our very best to monitor your queries and answer as soon as possible. So please don’t get angry with us if it takes a week (sometimes more) to reply to your topic on this forum.

    Well I never felt or got angry 🙂 – I try and be matter of fact about it.

    I documented that many other issues were responded to by your company that were posted after mine – it looks like my issues for some reason were skipped. I would suggest your company not be selective as to who gets support. If anything, I feel a bit disappointed about that.

    Hi,

    Thank you for coming back with such a detailed answer. It helps to get real feedback from our users.
    I totally understand your point of view and disappointment, it’s totally justified. We are not perfect ( and we’ll probably never be ) but we can for sure improve. And we are working on that, building and growing a more powerful support team that better accommodates both our paid and free users.
    Hope that makes sense.
    Thank you again for your feedback.
    Goof luck on your project 🙂

    Regards,
    Rodica

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