My themes have very transparent descriptions and I always help to my customers even for small customization if they have 2-3 questions per one or two days. But sometimes it continues for days in this case for weeks. Once you have to stop that and just remind customer that support doesn’t cover customization, that is only my good will.
I helped this customer to set up theme, step by step but he continued to ask how to change font, color etc. Then bugs with font family appeared. Those bugs doesn’t exist in my theme preview, which means something is messed up with code. At the end he suspected that “code is probably [language removed] up” and then I told him to ask support if he believes theme doesn’t work well.
What can I do in that situation? I can’t do my regular job because of so much questions daily and it is really frustrating.
I just got one star rating from customer who were asking me questions for about one month about my theme it seems he was expecting every part of his website should be customized for free. And when I refused to customize it at the end he wasn’t satisfied. If I knew that I would never help him. The problem is how to stay calm in this situation?
First I think it is not good practice theme to be too much dependable on any plugin, there always should be alternative way for theme to work. +1 for TGM. In TGM there is option to choose between “recommended” and “required” plugins for import so you can set important plugins as “required” plugins for import.
No. If design is not good theme can be hard-rejected. If design is good and theme has only errors in code it can be only soft rejected until you fix errors.
Good sales mostly for my old themes.
There are unique themes but “the same looking themes” are selling best and they take buyers attention because of number of sales that they have and then we have that “same looking themes” circle…
Also it is not the true that the best support is if author has elite status or “most popular” theme. You will get more attention as buyer from small authors because they have more time for support and they fight for buyer’s attention that way.
virtuti, maybe you’re right. But he just wants to give that refund so…
SkatDesign, the worst think you can get from this is one star rating.
You can refund him in private if you think that is the solution.
I had this kind of clients and when I explained to them how to setup theme they calmed down and everything turned out good. Maybe you should try to give him time to calm down and explain everything he doesn’t understand once again.
I understand when someone buy theme for the first time here, that he has right to be suspicious.
So refund request because client doesn’t know how to use theme will be reviewed? Decision: poor client, he’s too young and not experienced, besides that he’s crazy enough to act the way he does, we’ll give him refund, this time.