XenFocus support = TERRIBLE

[Ian Forest]

Like many people on here i've purchased a theme. I have asked so many questions in the support forum for customers, one has gone almost 20 days without a reply. What is the point? Why have I wasted money on these themes? It's like, we have your money now sod off.

RIDICULOUS!

 

[Ehren]

Hi Ian,

As you may know, I'm currently managing 3 different skinning sites (two of which are for IPB and which occupy 90%+ of my time). The customer area has a tutorial section which answered your question already. I replied with a link in your support topic in case you were unable to find it yourself.

I do however apologise for the delay. Some support topics seem to slip through while others receive replies quicker - depending on if my other designer knows the answer or not. Sorry about that.. I do believe your questions were answered though.

 

[Ian Forest]

But Ehren, come on, don't be silly! I posted a question about a mobile skin on FEBRUARY 28TH - it's now MARCH 21ST, 22 days....22 days! That's a ridiculous time frame to answer a question.

If you're going to offer a customer support forum then at least have the decency to check it from time to time and answer questions from folk who have given you money, you're not telling me you've not been back here in 20-odd days? Kind of makes me think, well, he's made some money from a few XenForo skins, he makes more money from IP.Board skins that makes us unimportant. That's what it feels like.

If skinning for IPB takes up so much of your time then why bother developing for XF?

 

[Ehren]

I have recently hired someone who will be helping out with xenfocus in the near future. We aim to have support in a timely manner by that stage.

 

[Medora]

Yeah, three support sites are a lot to deal with on your own. Glad to know you found help.

 

[Ian Forest]

Well kudos for coming back and answering the questions.

 

[maniacmusic]

I agree with the OP.
I don't feel like I wasted my money though, the style is beautiful but the support has to improve.

 

[Bios Element]

Hate to say it, but I totally agree with the OP. I've switched off my previous XenFocus theme to another one due to the utter lack of support.

 

[Ehren]

Bios Element - your one and only support topic was answered and ultimately solved 3 months ago (over the Christmas/New Year break). It was a strange issue which didn't happen on my development/demo board, and was isolated to your site. For those wondering, it wasn't a critical error, and only affected one icon from loading.

I'm not sure if that counts as valid ground for labeling the support here terrible, however I appreciate all feedback whether it's positive or negative.

 

[Iestyn]

Hi Ian,

As you may know, I'm currently managing 3 different skinning sites (two of which are for IPB and which occupy 90%+ of my time). The customer area has a tutorial section which answered your question already. I replied with a link in your support topic in case you were unable to find it yourself.

I do however apologise for the delay. Some support topics seem to slip through while others receive replies quicker - depending on if my other designer knows the answer or not. Sorry about that.. I do believe your questions were answered though.

With all due respects Ehren, if you were already managing 2 skinning sites before this one that took up 90% of your time, then you really shouldn't have opened another one unless you were able to cope with the support.

Hiring someone to cope with the support requests should have been done a long long time ago.

 

[Vicros]

Although you guys have the right to your opinions but at this time finding someone who is able to work with XenForo as flawlessly as ehren can be rather difficult. Not only is XF still new but its coding is not exactly like the others so it takes some getting used to. How can anyone offer support if they dont know what to do with it lol?

 

[Tiscan]

Very true Vicros,

Having said that I was about to buy two skins from here, but have opted not to because of these support issues. If the support and general activity of Xenfocus picks up I would definitely reconsider that decision, as I feel Ehren's XF skins are some of the best out there.

 

[Ehren]

I have been keen to find someone experienced with xenforo so they can help with any support questions. I answer the ones which I know the solution to, but unfortunately I'm not as experienced with xenforo compared to IPB, so some questions/modifications are simply beyond my experience.

 

[RobParker]

I have to disagree.

Graeme and Ehren have been very helpful and always managed to resolve any issues I had. I wouldn't hesitate in recommending XenFocus to anyone