We have NEVER received an e-mail from you in our support account requesting your username and pass. There is no trouble at all for us send you that info, if we have your purchase ID saying what theme did you buy, but again, you have never sent that e-mail. THIS IS THE E-MAIL ACCOUNT: support(at)hellothemes.com
Hellothemes Support
.-
Yes, we’ve emailed both sales@hellothemes.com and support@hellothemes.com with our old customer email login, it has been over a month. If you don’t get the email, get someone to check your mail servers as I’m not the only one with this problem with HelloThemes.
ALSO submitted the issue and request via your new WEBSITE CONTACT US… same NO RESPONSE.
Our purchase email id (old login id) was also PM’d to you last night, I’m sure you have it now.
The “Contact Us” forms send the e-mail to sales(at)hellothemes.com, the Support Department only works with the support(at)hellothemes.com e-mail account, we said 100 times to you that we did not receive any e-mail from you in that account, we dont have acces to the others accounts. Also, we have received now your e-mail and you did not send the purchase ID!!!, that it is what we need!!.-
Hey, try your website and reading your own “CONTACT US” PAGE…
Looking to contact HelloThemes. Before contacting us, please try reading our Frequently Asked Questions and see if that may answer your question. If not please feel free to contact us, using the form below.
Please note, for support questions please use our Support Forum as we do not offer email support. All support questions will be answered in the Support Forum.
THINGS YOU MUST FIX:
- You CANNOT access the Support Forum unless you’re a customer… hiding the problems I suspect from potential buyers.
- it does NOT say anywhere on your support pages to email support@hellothemes.com.. SPECIFICALLY SAYS get screwed, we don’t offer email support.
- it DOES say to send a request from the FORM… which obviously gets ignored
NOW you want me to look up a PURCHASE ID from over A year ago???
You obviously still have us in your marketing email system as you spam us regularly, USE it to Look up our order and get this fixed rather than continuing to waste your customers time.
For everyone who wants to read: http://www.hellothemes.com/support-policy/ Very clearly says: “...If following the steps above you still can’t find your solution please write in our forum, we’ll be happy to help!”. I did not go to many countries, but i think all over the world in order to receive support for a product, you have to buy the product first, or at least be memeber of the company, as we request.
You are using this forum in a disrespectful attempt to discredit our work. You have been told several times that we had not received any of your e-mails notifying your problem, which we have successfully solved for other customers who had no problem in sending their purchase ID. As we have told you many times, we DO NOT HAVE your purchase ID because the system has been updated to make it better and more accessible for our customers and that information is now no longer required. You even accuse us of hiding information to possible customers, which is a lie given that in order to receive technical support for a product, you need to have bought it first, obviously. Furthermore, we have been answering you VIA E-MAIL for more than a half hour trying to solve your problem and you keep making disrespectful accusations on this forum. We have already sent you your new user ID and password to your e-mail address WITHOUT you having send us your purchase ID, only because you are wasting valuable time that we daily dedicate to help our customers and improve our themes. We sincerely hope that you reconsider the severely disrespectful way of addressing the company that is dedicating time to explain the obvious to you.-
your kidding right? please take a serious look at the insanity of your replies versus the problem and needed fixes.
None of these issues are the fault of your customers, but it’s easy to see why this thread is 6 pages long and continuing.
In order to clarify what we do and how, we think that writting this explanation is the best way for better understanding.
We are a theme developer company, wich makes a big effort every day to make better the themes we sell. Our attention is focused on improving the functionality of our themes. In this way, we work very hard to help our customers to solve issues that may have been ignored before we post our themes. Because of this, we do not have the necessary time to focus on customizations (like “how do i...?”) questions. We explain this in our Support Policy, and we try to answer as much as these questions as we can, but that it is not the main service we provide.
In our site we offer support in the forum, documentations with the instructions in order to know how to install our themes, and also a video tutorial and a written tutorial with the same topic and others topics related to Magento functionality. We are willing to make a lot more tutorials with topics that our customers can propose to us. Magento is a software which provides many advantages, and it is our goal to make them achievable and easy to handle for our customers.-
Considering the price of the themes and the quality of the designs, I don’t know what everybody is complaining about. Sure they might need some tweaks and fixes but a professionally produced theme from a good developer will cost $1000 - 2000 easily and that will still probably need work also.
Never had a problem downloading or purchasing either but I can understand the frustration if you have. I think the purchasing process could be improved and I am sure Hellothemes will look into it - they want to sell the themes afterall. All in all I think they produce some of the best themes off the shelf and offer a great start to building a killer site.
Wish we had seen this forum/thread before purchasing a theme from them earlier this week. Have followed the instructions for installation and it has not applied the new theme and the site now displays an error message “There has been an error processing your request”.
Logged on Hello support forum a couple of days ago and no answer yet. Having read this thread in detail it doesn’t fill me with much hope!
Wish we had seen this forum/thread before purchasing a theme from them earlier this week. Have followed the instructions for installation and it has not applied the new theme and the site now displays an error message “There has been an error processing your request”.
Logged on Hello support forum a couple of days ago and no answer yet. Having read this thread in detail it doesn’t fill me with much hope!
Dave
Dave you not the only one i brought a theme of them this week and posted on the forum for support, been watching the “Who’s online” to see if any admin login and seen only one so far but no updates on the forum questions.
But in my opinion they have sold 1000’s of themes and seem to be only a small team behind hello-themes so it might take a while....
maybe we should open a thread on here asking our questions maybe some one with experience might be kind enough to help us until hellothemes gets back up to speed.
but to be honest i was happy with the theme i got, but really need answers soon as i got marketing already paid for and time is running out.
Dave you not the only one i brought a theme of them this week and posted on the forum for support, been watching the “Who’s online” to see if any admin login and seen only one so far but no updates on the forum questions.
But in my opinion they have sold 1000’s of themes and seem to be only a small team behind hello-themes so it might take a while....
maybe we should open a thread on here asking our questions maybe some one with experience might be kind enough to help us until hellothemes gets back up to speed.
but to be honest i was happy with the theme i got, but really need answers soon as i got marketing already paid for and time is running out.
Hi,
There does seem to be lots of unanswered posts on their forum which is not very encouraging. Also noticed they have not been on this forum for a couple of months BUT on their twitter account they seem quite happy to keep posting tweets about new themes they have developed. So it looks like they are still producing themes and selling them but offering little in the way of support.
Wish I have done my homework and done some research before I purchased from these guys. Still you live and learn and what sometimes looks too good to be true normally is.
Their themes look cracking but it’s a bit like buying a new BMW without an engine.
Anyway, I have gave in and gone to SilverThemes and so far their pre-sales support has been excellent. Even answering a query at 10pm last night!
Thanks for taking the time to reply and I hope you get your answers soon.
Hello d178fisher and thenashone, first let us apologies if we couldn’t answer you at the time you expected, but we try everyday to give the same exellent support to all our customers. If your issue was not resolved asap, the reason is not we ignored you, it’s because 100 customers request support before you, so we have to make a list to work correctly.
Belive me, if you follow our written tutorial to set up a theme, you will not have ANY problems, we test this every day, to ensure the helpfulness of our tutorials.
Please, send us your request to support@hellothemes.com ,so we can help you to get your stores up and running!.
Hi Everyone - we purchased a couple of themes last year from Hellothemes, 2 for 1, and have been very happy. Not to say that we haven’t had some problems, but where we haven’t found a solution on their support site, there is generally a solution somewhere by Googling the problem.
From our experience most of the problems are not necessarily caused by the templates but by something in the Magento core which needs to be copied over to the custom themes - the Wishlist problem being an example.
My suggestion is to exhaust the normal avenues for a solution before bombarding Hellothemes - try looking through the Hellothemes support forum, support documentation, Googling the content (or part) of the error from the generated report in var/reports, Magento documentation, Magento forum…
I notice a lot of the support questions are followed up by an apology because they didn’t try something to fix it themselves first, and then they found the answer.
We are currently upgrading our site and adding more store fronts, and to do this we have purchased the subscription from Hellothemes, which is fantastic value, giving us access to all their designs for a 12 month period. We won’t be using all of them, probably only 2 or 3, but this gives us the opportunity to try them out with our product range and colours etc. to see which is best for what we are trying to achieve.
Personally we haven’t had any customer service issues with the company - and their themes have really nice designs, much better than a lot that are on offer from what I can see.[/size]
