Why terrible support?

[wesleysoccer]

Any reason why there is such terrible support? Is there any specific area to ask questions for paid customers? This is question number five with no support so far!

[stowe39]

um... this is a community support forum, and there is a link to the official support channel in the light brown box at the top of each page.

It's http://www.primothemes.com/support/

Cheers

Kym

[candy]

It would not harm though for the developers to punch an answer here now and than; most posts have 0 (ZERO!) answers, and as some are really important questions, just leaving it like that, definitely does not help the community and damages the image !!!!!

[webnola]

I agree. If the support used the forum, it would decrease their support workload because people could search for the answers to their questions.

And the truth is, I have sent several support e-mails and have gotten only one response. It was my first one. Every one since then went ignored. Luckily I found out the solutions by myself.

[candy]

Consider yourself lucky!
At least you got that one response ... I am obviously not in the "lucky" team

[Jwrbloom]

While I agree with the notion of using the support forum more as a tool for help, I've had good support responses.

[wesleysoccer]

I was told to email support but still no answer there after 5 days! WOW!

[urbanryno]

wesleysoccer.. did you ever get a reply? I have a huge issue with my PAID product and i've emailed support twice and have the silent treatment.

Love this message they have on their support page. hahaha

"We're committed to our customers and have a passion for technology. We hold ourselves accountable to our customers, partners, and employees; by honoring our commitments, providing results, and striving for the highest quality. Our work is based on the belief that products and services are only as strong as the support team standing behind them."

[wesleysoccer]

Nope no response from the first email to support over a week ago...Just sent another one just now and supporting my client who purchased the s2member pro developers license...ugh!

[Cristián Lávaque]

I can see that Jason, the developer, was very active until not long ago. I don't think he isn't ethical, I believe he must be having some trouble that is not letting him be on the ball here as much as we'd want.

Of course, that doesn't solve our support issues, but I want to believe that he'll be back to normal participation soon.