LOVE THEMLER AND SUPPORT

dilani
12 Posts
dilani posted this 2 weeks ago

Hi. This is NOT a question. I just want to thank the Themler team for a wonderful experience. I am an old Artisteer user but i switched to this system over a week ago. the software is amazing. and I enjoy using it. The support team is even better. Thank you , Hella and the others. You ROCK !

Hi. This is NOT a question. I just want to thank the Themler team for a wonderful experience. I am an old Artisteer user but i switched to this system over a week ago. the software is amazing. and I enjoy using it. The support team is even better. Thank you , Hella and the others. You ROCK !
Vote to pay developers attention to this features or issue.
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kheidemann
36 Posts
kheidemann posted this yesterday

Maybe we can get some votes for a proper support system?

http://answers.themler.com/questions/135144/themler-needs-new-support-system

Maybe we can get some votes for a proper support system? http://answers.themler.com/questions/135144/themler-needs-new-support-system
DaveOzric
484 Posts
DaveOzric posted this yesterday

Hi,

Dave, we can only repeat you the same answers: the issue is assigned to our developers. Some issues are not bugs, bot requests for features or improvements (like in the case you're referring to). And some of them have low priority. Please note that we're support team, not developers or project managers. We do not control the priority of tasks. I can only say that the task is still opened. I can say it every time you contact us, but this will not help you, unfortunately.

In fact this is a bug not a request. I expect an answer from the developer on WHY this is not getting fixed. 7 years paying customer should not be treated this way. It's a very simple fix on your end and 2 YEARS is absurd. I can only repeat this over and over with hope that it gets fixed.

The Joomla documentation clearly states this is to be an H1 not an H2 and every REAL professional template follows this standard. So yes it's a BUG.

A software bug is an error, flaw, failure or fault in a computer
program or system that causes it to produce an incorrect or unexpected
result, or to behave in unintended ways.

> Hi, > > Dave, we can only repeat you the same answers: the issue is assigned to our developers. Some issues are not bugs, bot requests for features or improvements (like in the case you're referring to). And some of them have low priority. Please note that we're support team, not developers or project managers. We do not control the priority of tasks. I can only say that the task is still opened. I can say it every time you contact us, but this will not help you, unfortunately. > In fact this is a bug not a request. I expect an answer from the developer on WHY this is not getting fixed. 7 years paying customer should not be treated this way. It's a very simple fix on your end and **2 YEARS** is absurd. I can only repeat this over and over with hope that it gets fixed. The Joomla documentation clearly states this is to be an H1 not an H2 and every REAL professional template follows this standard. So yes it's a BUG. > A software bug is an error, **flaw**, failure or fault in a computer > program or system that causes it to produce an **incorrect** or unexpected > result, or to behave in unintended ways.
kheidemann
36 Posts
kheidemann posted this yesterday

I guess I barked loud enough because support did in fact fix my margins issue and my site is back to normal and displays correctly now. I thank the support staff for the help, however I still stand by my statements that this is too long for support.

Having a lot of support requests is not an excuse for taking a long time, it should be a reason to hire more support or improve the current system.

I have also been reminded by support that the support is "free". Is it really free when I have paid you $200? And if you are so quick to point out that it is free as some kind of justification for it being slow, then offer me a paid alternative and take my money. I will gladly pay for timely support as my money is flying out the window every extra minute (or hour, or day, or week) I am left twiddling my thumbs waiting and hoping that the next response will be a good one.

I guess I barked loud enough because support did in fact fix my margins issue and my site is back to normal and displays correctly now. I thank the support staff for the help, however I still stand by my statements that this is too long for support. Having a lot of support requests is not an excuse for taking a long time, it should be a reason to hire more support or improve the current system. I have also been reminded by support that the support is "free". Is it really free when I have paid you $200? And if you are so quick to point out that it is free as some kind of justification for it being slow, then offer me a paid alternative and take my money. I will gladly pay for timely support as my money is flying out the window every extra minute (or hour, or day, or week) I am left twiddling my thumbs waiting and hoping that the next response will be a good one.
Support Team
Support Team posted this yesterday

Hi,

Dave, we can only repeat you the same answers: the issue is assigned to our developers. Some issues are not bugs, bot requests for features or improvements (like in the case you're referring to). And some of them have low priority. Please note that we're support team, not developers or project managers. We do not control the priority of tasks. I can only say that the task is still opened. I can say it every time you contact us, but this will not help you, unfortunately.

We answer within 1-3 business days not because we want so, but because we have a lot of cases to review (we review each message in public topics and answer if needed), investigate and answer. Some of them can take 1-2 working hours because most of customers like to post 5-10 issues in one topic. Each of them should be investigated and answered. It takes time.

The best way to save the time is to provide detailed description of the problem including live link, screenshots, problem project and access to the admin panel in the first message. And one more important part is simply follow our suggestions.
Also, please create one topic per issue and do not post new different problems in the existing topics.

The creating of more topics with the same issue will not save time too. It simply takes time of the other person for the same investigation. But the answer will be the same in most of cases.

Thank you,
Olivia

Hi, Dave, we can only repeat you the same answers: the issue is assigned to our developers. Some issues are not bugs, bot requests for features or improvements (like in the case you're referring to). And some of them have low priority. Please note that we're support team, not developers or project managers. We do not control the priority of tasks. I can only say that the task is still opened. I can say it every time you contact us, but this will not help you, unfortunately. We answer within 1-3 business days not because we want so, but because we have a lot of cases to review (we review each message in public topics and answer if needed), investigate and answer. Some of them can take 1-2 working hours because most of customers like to post 5-10 issues in one topic. Each of them should be investigated and answered. It takes time. The best way to save the time is to provide detailed description of the problem including live link, screenshots, problem project and access to the admin panel in the first message. And one more important part is simply follow our suggestions. Also, please create one topic per issue and do not post new different problems in the existing topics. The creating of more topics with the same issue will not save time too. It simply takes time of the other person for the same investigation. But the answer will be the same in most of cases. Thank you, Olivia
DaveOzric
484 Posts
DaveOzric posted this 2 days ago

I've been waiting over 2 YEARS for this. Now they just ignore me and the others who need this fixed. Won't even answer us anymore. Developer decided his way is better even though it is incorrect and very bad SEO. I've been a paying customer since 2010 and need this one thing fixed but no go. Very, very disappointing.

Posted 14 April 2015
https://answers.themler.com/questions/10183/seo-in-themler-don-t-repeat-artisteers-major-flaw

I've been waiting over **2 YEARS** for this. Now they just ignore me and the others who need this fixed. Won't even answer us anymore. Developer decided his way is better even though it is incorrect and very bad SEO. I've been a paying customer since 2010 and need this one thing fixed but no go. Very, very disappointing. **Posted 14 April 2015** https://answers.themler.com/questions/10183/seo-in-themler-don-t-repeat-artisteers-major-flaw
kheidemann
36 Posts
kheidemann posted this 2 days ago

Hi,

Thank you for your feedback.
We are sorry for the delays but we offer support within 1-3 business days depending on the number of opened support topics. We'll provide you with an answer as soon as possible.

Thank you,
Olivia

Offering support within 1-3 business days would actually be light years ahead of what your support actually is. I'm going on 2 weeks of this cycle; request support, wait 3 days, get a non-answer or a response in the form of a question that if I answer I have to wait 3 more days for a response, wait, wait, repeat.

I had a (what I thought would be) simple request to fix some margin issues and sections overlapping now going on 2 weeks. I just canceled the support request because I have decided it will be faster to just start the site over from before I had issues.

I thought I would save time not having to redesign the theme if I could just have the margin issue sorted out, but no dice - 2 weeks of waiting on support and I just have to start over and cross my fingers that whatever I did last time to make the margins mess up does not happen again.

I have also decided that I will not pay for this product again because I consider support part of what I pay for and this joke of a support system is not worth 1% of what I have paid for this otherwise wonderful product.

If you don't work on a different support method to alleviate customer issues in a timely manner, no professionals will take you seriously. Don't you want long term customers?

And to the OP - I have been waiting for support for longer than you have been a customer. How can you make such a claim of how great the support is after one week? Just wait until you actually need it and let's see if you are still so optimistic.

> Hi, > > Thank you for your feedback. > We are sorry for the delays but we offer support within 1-3 business days depending on the number of opened support topics. We'll provide you with an answer as soon as possible. > > Thank you, > Olivia Offering support within 1-3 business days would actually be light years ahead of what your support actually is. I'm going on 2 weeks of this cycle; request support, wait 3 days, get a non-answer or a response in the form of a question that if I answer I have to wait 3 more days for a response, wait, wait, repeat. I had a (what I thought would be) simple request to fix some margin issues and sections overlapping now going on 2 weeks. I just canceled the support request because I have decided it will be faster to just start the site over from before I had issues. I thought I would save time not having to redesign the theme if I could just have the margin issue sorted out, but no dice - 2 weeks of waiting on support and I just have to start over and cross my fingers that whatever I did last time to make the margins mess up does not happen again. I have also decided that I will not pay for this product again because I consider support part of what I pay for and this joke of a support system is not worth 1% of what I have paid for this otherwise wonderful product. #If you don't work on a different support method to alleviate customer issues in a timely manner, no professionals will take you seriously. Don't you want long term customers? And to the OP - I have been waiting for support for longer than you have been a customer. How can you make such a claim of how great the support is after one week? Just wait until you actually need it and let's see if you are still so optimistic.
Support Team
Support Team posted this 2 days ago

You are welcome. Let us know if you need any further assistance.

Sincerely,
Hella

You are welcome. Let us know if you need any further assistance. Sincerely, Hella
michel.habraken
11 Posts
michel.habraken posted this 2 days ago

Thanks!

Thanks!
Support Team
Support Team posted this 3 days ago

Hi,

In case you need this part to be editable, you need to add it inside Joomla editor, styling it in Themler will give the code in the source and no visual editor. So the only way is to create the article inside Joomla. Or if the customer will need only to change some words or the price value, they can find it in the code they see in the Joomla editor and edit. That should not be so complicated.

Sincerely,
Hella

Hi, In case you need this part to be editable, you need to add it inside Joomla editor, styling it in Themler will give the code in the source and no visual editor. So the only way is to create the article inside Joomla. Or if the customer will need only to change some words or the price value, they can find it in the code they see in the Joomla editor and edit. That should not be so complicated. Sincerely, Hella
michel.habraken
11 Posts
michel.habraken posted this 3 days ago

I tried to make an template and exported it without the Themler editor. Then it is not possible for my client to edit the template inside Joomla, thats fine! Thats my work!

After importing the template I can make menu-items inside Joomla and link them to new pages. Just fine! All the pages can be edited inside the Joomla editor.

But what when my client has to edit the prices or text on a pricing page (made in the Themler editor)? Like on this page for example:

ExamplePricing.JPG

When you open this page in the Joomla editor, you only see codes and clients don't know anything about codes. To install the editor is no option, cause then the client can change the whole template.

I tried to make an template and exported it without the Themler editor. Then it is not possible for my client to edit the template inside Joomla, thats fine! Thats my work! After importing the template I can make menu-items inside Joomla and link them to new pages. Just fine! All the pages can be edited inside the Joomla editor. But what when my client has to edit the prices or text on a pricing page (made in the Themler editor)? Like on this page for example: !ExamplePricing.JPG! When you open this page in the Joomla editor, you only see codes and clients don't know anything about codes. To install the editor is no option, cause then the client can change the whole template.

Last edited 3 days ago by michel.habraken

Support Team
Support Team posted this 3 days ago

Hi,

Thanks for the feedback. Actually if you want the client to edit the content within Themler, then they will need to have a subscription and they will indeed be able to edit the theme as well. But I'm not sure that it is a good practice to provide such access for the client. Usually if you need the client to edit the content, then you do not create content inside Themler and add it as usual using the visual editor inside Joomla. Then the user will be able to edit it as well.

Sincerely,
Hella

Hi, Thanks for the feedback. Actually if you want the client to edit the content within Themler, then they will need to have a subscription and they will indeed be able to edit the theme as well. But I'm not sure that it is a good practice to provide such access for the client. Usually if you need the client to edit the content, then you do not create content inside Themler and add it as usual using the visual editor inside Joomla. Then the user will be able to edit it as well. Sincerely, Hella
Stagger Lee
1774 Posts
Stagger Lee posted this 3 days ago

Saving is much faster now. And I mean much faster.

Saving is much faster now. And I mean much faster.
michel.habraken
11 Posts
michel.habraken posted this 3 days ago

It is good to read the positive reviews here about Themler, cause I only saw bad reviews. This was for me the reason to wait buying, but I just bought it this weekend.
I am also an Artisteer user and I stopped working with Artisteer, because I couldn't make websites in the modern way you see these days. Themler instead, has everything I was looking for and has everything I missed in Artisteer. It is just awesome, how beautiful you can make a website with it and full responsive, just great. I loved it!
I think actually that the bad reviews on the site are mostly because people don't know enough how it works. You just need to take a little time, to see how everything works, but then..... AWESOME!!

The only two questions I still have at the moment is, and may be other users can tell me....

  1. How can my client change the content of the Themler website? They don't have an account. Do they only have to register for free, and then they can change the text and template? Or do they have to buy license too? I cannot give my clients my login for Themler ofcourse. What happens when I decide to stop with updating Themler licence after one year? Does this mean that all my clients can not work anymore and save website?

  2. How about protecting our workingarea? When I make a website in Themler for a client, Themler will be installed on the website in Joomla (in this case). This means, that to change the content of the website, the client has to work in the Themler template. This also means, that the client, can change the complete website when he wants, including the design and everything. This automatically means, that I cut myself in my own fingers, cause he doesn't need a webdesigner anymore. With Artisteer, I didn't have this problem.

What are your opinions about this?

Thanks anyway and really happy with my Themler!!

It is good to read the positive reviews here about Themler, cause I only saw bad reviews. This was for me the reason to wait buying, but I just bought it this weekend. I am also an Artisteer user and I stopped working with Artisteer, because I couldn't make websites in the modern way you see these days. Themler instead, has everything I was looking for and has everything I missed in Artisteer. It is just awesome, how beautiful you can make a website with it and full responsive, just great. I loved it! I think actually that the bad reviews on the site are mostly because people don't know enough how it works. You just need to take a little time, to see how everything works, but then..... AWESOME!! The only two questions I still have at the moment is, and may be other users can tell me.... 1. How can my client change the content of the Themler website? They don't have an account. Do they only have to register for free, and then they can change the text and template? Or do they have to buy license too? I cannot give my clients my login for Themler ofcourse. What happens when I decide to stop with updating Themler licence after one year? Does this mean that all my clients can not work anymore and save website? 2. How about protecting our workingarea? When I make a website in Themler for a client, Themler will be installed on the website in Joomla (in this case). This means, that to change the content of the website, the client has to work in the Themler template. This also means, that the client, can change the complete website when he wants, including the design and everything. This automatically means, that I cut myself in my own fingers, cause he doesn't need a webdesigner anymore. With Artisteer, I didn't have this problem. What are your opinions about this? Thanks anyway and really happy with my Themler!!

Last edited 3 days ago by michel.habraken

Vitaliy WD
188 Posts
Vitaliy WD posted this 6 days ago

I'm join to good words about Themler.

Software - awesome, saves a lot of time.
Support - very helpful and responsive.

So, big thanks to all of Themler team.

Hope for further enhancement of this great product.

I'm join to good words about Themler. Software - awesome, saves a lot of time. Support - very helpful and responsive. So, big thanks to all of Themler team. Hope for further enhancement of this great product.
Support Team
Support Team posted this 6 days ago

Hi,

Thank you for your feedback.
We are sorry for the delays but we offer support within 1-3 business days depending on the number of opened support topics. We'll provide you with an answer as soon as possible.

Thank you,
Olivia

Hi, Thank you for your feedback. We are sorry for the delays but we offer support within 1-3 business days depending on the number of opened support topics. We'll provide you with an answer as soon as possible. Thank you, Olivia
kheidemann
36 Posts
kheidemann posted this 1 weeks ago

I also came from Artisteer and I love the functionality of Themler, but as DaveOzric stated above, the support for the product leaves much to be desired, mainly on the time it takes to get it.

For example; I put in a support ticket for spacing issues between sections overlapping last Friday. On Tuesday I got a response asking for my login credentials privately and it is now Thursday and I still have no communication from Themler Support.

The last time I had an issue it was the same long wait. These long wait times are unacceptable in a professional environment. It should be AT MOST a matter of hours for most basic support issues, certainly not days, let alone weeks.

My best advice for the Themler team would be to concentrate on support even if it requires hiring more staff. This is by far the weakest area and if it is not improved will surely drive away the very customer base required to survive. I'm not so sure the Themler team realizes the impact of having to put time sensitive projects on hold to wait and hope for support.

This is not meant as an attack but more of a plea. I hope this issue will be discussed at the top levels without having to set up a vote to get attention. This is a serious problem.

Thank You.

I also came from Artisteer and I love the functionality of Themler, but as DaveOzric stated above, the support for the product leaves much to be desired, mainly on the time it takes to get it. For example; I put in a support ticket for spacing issues between sections overlapping last Friday. On Tuesday I got a response asking for my login credentials privately and it is now Thursday and I still have no communication from Themler Support. The last time I had an issue it was the same long wait. These long wait times are unacceptable in a professional environment. It should be AT MOST a matter of hours for most basic support issues, certainly not days, let alone weeks. My best advice for the Themler team would be to concentrate on support even if it requires hiring more staff. This is by far the weakest area and if it is not improved will surely drive away the very customer base required to survive. I'm not so sure the Themler team realizes the impact of having to put time sensitive projects on hold to wait and hope for support. This is not meant as an attack but more of a plea. I hope this issue will be discussed at the top levels without having to set up a vote to get attention. This is a serious problem. Thank You.
CuteVamp
12 Posts
CuteVamp posted this 2 weeks ago

Same here

Switch from artisteer and very happy with result.

Same here Switch from artisteer and very happy with result.
Support Team
Support Team posted this 2 weeks ago

Hi,

Thanks for the feedback. We'll try to keep on the good work. And thanks for your feedback, we'll definitely consider it.

Sincerely,
Hella

Hi, Thanks for the feedback. We'll try to keep on the good work. And thanks for your feedback, we'll definitely consider it. Sincerely, Hella
DaveOzric
484 Posts
DaveOzric posted this 2 weeks ago

I am pretty happy with the product myself. It's much more than Artisteer was in most ways. Support is pretty good on most things but I am not sure if the developer really gets some of the key aspects of creating templates and SEO related things. This needs to be a complete professional product not some hobby lobby builder. I feel like it's a toy to them in some ways. Making the program stable and extremely professional is not as fun as fancy new things that seem great.

I'll never in my wildest dream understand the time they spent adding the form fields with no processor to actually use it. Any CMS extension will blow this off the map so why do that. Fix the problems and make it 100% compatible with the various CMS platforms you are targeting.

It's just odd the way some things play out here. It's hard not to sound like your complaining even though it's a very amazing product. It's just when you hit that wall and they just stop responding and you know it's cause the developer is ignoring you.

Then there's the company marketing. It's pretty much non existent. Go try to find places for reviews or any information on the company. It's not there. Just strange to me. Let's make this great product but keep it a secret. Shhhhhhhhh.

Keep up the great work but please really understand how people are depending on this for a living and need to feel confident it's going to be here in years to come.

I am pretty happy with the product myself. It's much more than Artisteer was in most ways. Support is pretty good on most things but I am not sure if the developer really gets some of the key aspects of creating templates and SEO related things. This needs to be a complete professional product not some hobby lobby builder. I feel like it's a toy to them in some ways. Making the program stable and extremely professional is not as fun as fancy new things that seem great. I'll never in my wildest dream understand the time they spent adding the form fields with no processor to actually use it. Any CMS extension will blow this off the map so why do that. Fix the problems and make it 100% compatible with the various CMS platforms you are targeting. It's just odd the way some things play out here. It's hard not to sound like your complaining even though it's a very amazing product. It's just when you hit that wall and they just stop responding and you know it's cause the developer is ignoring you. Then there's the company marketing. It's pretty much non existent. Go try to find places for reviews or any information on the company. It's not there. Just strange to me. Let's make this great product but keep it a secret. Shhhhhhhhh. Keep up the great work but please really understand how people are depending on this for a living and need to feel confident it's going to be here in years to come.
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