Templatic Themes

I’ve just started using one of their Templates. Their documentation was a bit average (it showed how to install the template and configure it – but was missing a few crucial instructions such as changing file permissions on some of the directories within the template (for image thumbnails, uploads, etc). The template I purchase is also lacking a few critical things (it’s a classifieds template, and does not have a field for price) – and I’m having trouble getting support from them regarding this (i suppose it is a feature request rather than a bug). I’ve needed to edit a lot of the code to correct some bad english translations.

Anyway, I think they make good templates – but you need to be pretty savvy editing php code to tweak it how you want… and don’t expect too much from their support.

K

@everyone
Was pointed to this thread just today itself. Instead of defending everything outright, I’d like to mention some of the facts here.

– We live in different timezone (GMT +5:30) and that results in response delay of about 12 hours.
– other than me, We do have two full time and one part time support person working for templatic.

DOCUMENTAION
– We do have thorough documentation on file permissions and common issues but they are separate and not mentioned in theme installation guide (because they are not directly part of the theme.) But i am taking this note and will be updating all the guides referring to the seperate documentation one needs.

CUSTOMIZATION SUPPORT
– We do receive two type of customization support request. The part of support is basic customization like theme troubleshooting, minor design tweaks and so on which are directly are part of the theme.

– advanced customization request such as adding new custom fields in forms (which require complete change in programming), adding entirely new features which feels nice to have but the ones that we have not included in the theme (nor we are claiming to have them). Naturally we have to deny this because that is not something we sell. Also it takes days for us to simply add the feature user ask which is not a part of our theme.

@minimoe – I wish to ignore the comment on our beloved country India but when you are referring to whole country, I’ve to defend. If problems are there, they are in us and not in our country. In our about page, we do proudly mention that we are from India and taking hint from phone number is not necessary. I do not see any why living in country like US automagically makes you guy superior but anyway, this is not a discussion thread about that.

CONCLUSION
having said all this, I am going sit back again and rethink the overall support at templatic and resolve to improve Documentation, New help articles, Support desk and in any other way possible.

hey rbhavesh , i think blaming timezone differences is a complete cop out. if you are selling a product you should back it up, and provide your customers with the level of support they have come used to. america, india… it doesn’t matter where you are anymore.

active user forums on sites such as woothemes and elegant themes have proven to be excellent an resource time and again for me, and many others in here. your generic responses mean nothing – take a look at what other developers are doing apply it to your own business. they have good business models -> good products + good support = happy customers.

Of course you are right when you say we should back up our products. And we agree with that. As for time difference, I do not agree though. We have a support person who lives in US and provides support in that time. We + our developers live in India and we do provide support during India day time. Ultimately, we are human too and can not really start working at night because majority of our customer base lives in US.

That being said, if you take a look at our blog you will see that we have provided product updates time to time and keep up with the trend. Plus, create products that the sites you mentioned haven’t been able to come up.

Ultimately, we are not here to debate whether we are great or other ones. The core question is about support. You might find my answer generic but unless we are discussing specific problem, the answers will sound generic.

Please do let me know if I can be of help to you with regarding to our theme. The best place to ask for the help is Templatic Helpdesk though.

sure we would love to help. But this is not the place where we can provide help as the issue needs to be assigned to our programmer. We’d appreciate if you can create a helpdesk ticket at templatic.com/helpdesk

In the meantime, try disabling the plugins you may have installed just to be sure they are not interfering with the theme

in that kind of case, we do request wp-admin logins temporarily of your site in response to the ticket so we can login to your site and find out the problem, fix it for you. Simply let me know the ticket number once you respond the ticket.

1) A forum is coming up – by the 15th of this month.

2) Went to our helpdesk and checked your tickets. Total 2 tickets are there and the staff has responded saying they are temporarily placing the ticket for hold because a programmer needs to take at this issue you are facing. We live in different time zone and hence the delay of the few hours.

3) its 9:30am here and our staff is not in the office yet. I will have the issue resolved once they get in.

4) In the meantime, if this is a fresh WP install, try auto install feature of our theme. It will auto install widgets, settings, few sample products and pages. You can modify the content further after that.

5) While comparing this theme with other, please consider that this theme also includes complete shopping cart built in. It is natural that the settings etc. are a bit different and advanced comparing with the simple 2/3 colomn blog themes.

Finally, just give us few more hours. Your ticket will be responded as soon as our staff comes to the office.

As we have communicated several hours back, hope you are feeling good now. Like we said before support forum is on way. Not more than one week now.