2383 posts Bird is the word..
  • Located in United States
  • Elite Author: Sold more than $75,000 on Envato Market
  • Has sold $500,000+ on Envato Market
  • Has been part of the Envato Community for over 7 years
+8 more
jonathan01 says

Greetings @Marketengineer, the issue here seems to be a misunderstanding of the declaration by the seller for support:

“setting up or using our theme”

This does not mention customization that I can see.

Think of it like buying a car from Ford. Maintenance included for 12 months doesn’t mean you can request them to put larger wheels on the car and lower the suspension but rather if something is wrong with the car you purchased they will fix – not customize.

I’m not trying to cause an argument here at all, it’s an unfortunate situation – but one I feel is due to a misunderstanding in interpretation of the clear definition of support they provided.

Jonathan

8129 posts
  • Has been part of the Envato Community for over 5 years
  • Has sold $40,000+ on Envato Market
  • Sells items exclusively on Envato Market
  • Has referred 10+ members
+4 more
doru says

Be my guest ….. I now understand how welcome people are on this forum in Australia.
Did I attack you both ( happinessengineer | AlexFjord ) in person ?

you are welcomed on the forum. I’ve read the replies you’ve got to your issue and they make sense. No one had attacked you.

It looks like the author decided to scale up the images to ensure a certain design style for his theme. You want those images to not scale. I’m sure that if the author had been chosen your path someone else would had protested why images are not scaling up.

happinessengineer said this can be easily fix. I suggest to post a request in this area http://themeforest.net/forums/topic/item-requests/51 You can also contact the theme author, maybe he provides paid customization solution for his themes.

7 posts
  • Has been part of the Envato Community for over 2 years
  • Has collected 1+ items on Envato Market
Marketengineer says

Greetings @Marketengineer, the issue here seems to be a misunderstanding of the declaration by the seller for support:

“setting up or using our theme”

This does not mention customization that I can see.

Think of it like buying a car from Ford. Maintenance included for 12 months doesn’t mean you can request them to put larger wheels on the car and lower the suspension but rather if something is wrong with the car you purchased they will fix – not customize.

but what if this Ford in a tunnel too little oxygen in the fuel adds and stops driving? One can say, don’t drive trough a tunnel or go walking and leave the Ford in front of the tunnel. :-)

Jonathan
Hi Jonathan,

Thanks for your answer. I cannot copy past an image into this comment, so I have to take the words as before : take a picture in format 165×111 pixels, and let it grow to 211×286 pixels, any idea how that looks like ?
At the moment of buying, I cannot see what the theme will do with a lot of images nor can I say : “Hey, can I drive back home through that tunnel ?” Wy shouldn’t I drive ?

The designer claims to design for users of WooCommerce, so he/she knows where the theme will be used. In a commercial surrounding. With lots of companies, delivering big and small images. I described it before in this topic.
Then he / she could have known, some issues should come. It’s not the question weather support should be payed, the question is, support for customization AFTER the sale is excluded.

@doru: Thanks for your anser.
Indeed,
It looks like the author decided to scale up the images to ensure a certain design style for his theme. You want those images to not scale. I’m sure that if the author had been chosen your path someone else would had protested why images are not scaling up.
We agree. I am for 8 years affililate marketeer, for 20 years I make websites.
Just because of WooCommerce and WPai, I’ve choosen to buy a theme. If my knowledge about those subjects was enough …....

I am disappointed about the quality, I offer my clients a lot more.
I am disappointed about the comments before.
For that reason I mentioned this page to the attention of Envato.

English is not my own language, every time read and use the Google translator, is boring, and the result of Envato forum the same, it does not end in a solution.
so I stop communicate here.

But thanks to Jonathan01 and Doru.
What should be said, is said before.
As I said to Envato : I take my loss , Envato and Themeforest isn’t worth to work with.

407 posts
  • Has been part of the Envato Community for over 2 years
  • Has collected 1+ items on Envato Market
PaddyTaylor says

For what it is worth we have been modifying this very theme for a client and not only is the theme outstanding but the author has been incredibly helpful and prompt in replying to all support or queries we/our client has submitted.

Like Jonathan I am not attacking anyone or starting a dispute but reading all the comments:

secondly : wrote by my self, the plugin was not included, but also not absolutely indispensable. During installation it proved to be indispensable. That’s a wrong presentation. It had to be said in advance
With all due respect there is NO way that the theme would not function without a plugin especially not one that is not included – it would not get approved in the first place otherwise.

About Support, this is what Sell sells in the pages on Envato: “Excellent Support And Updates If you run into any problems with setting up or using our theme not to worry, we have a dedicated support system etc etc etc
Given the high rating of the theme, the rapid response on the item comments and personal experience with the author this is very much the case.

And after selling: Unfortunately we cannot provide support for customizationsAgain with respect I cannot see the author mentioning and certainly not promising “customisation” of their product anywhere. Should the problem you or anyone else has be with core functionality of the theme then they would support/fix it.

Clearly there is some confusion for whatever reason and a difference expectation and interpreting the description.

No one wants to see anyone have a bad experience but at the same time it is only fair on both parties to at least clarify the situation.

I noticed also in the help file This theme requires the GD library for image resizing. If your images are not working, check with your host to make sure it is installed. As has been mentioned it appears your issue is with the CSS of the theme and this should not be causing the problem directly but it may still something to be aware of potentially. I assume you read the documentation thoroughly and checked this?

Good luck finding someone to fix the problem.

7 posts
  • Has been part of the Envato Community for over 2 years
  • Has collected 1+ items on Envato Market
Marketengineer says
OK, just one more time @PaddyTaylor:
With all due respect there is NO way that the theme would not function without a plugin especially not one that is not included – it would not get approved in the first place otherwise.
Thanks, Paddy Taylor, for calling me a liar.
Perhaps, you got another version, perhaps you got another installer, perhaps you have some direct contact with the author resulting in some assistence,
I had to deal with a standard install, where the php-script tell’s this

function gp_register_required_plugins() {

$plugins = array(
array(
‘name’ => ‘UberMenu 2 – WordPress Mega Menu Plugin’,
‘external_url’ => ‘http://codecanyon.net/item/ubermenu-wordpress-mega-menu-plugin/154703?ref=GhostPool',
)

and indeed, the first time I let it pass, but it didn’t disappear and install was not finished.

Let’s be clear : required = ??? exactly ….. required.

Another strong statement you made:
I cannot see the author mentioning and certainly not promising “customisation” of their product anywhere.
I already ( see above ) told the url, where that fact is

There’s more:
This theme requires the GD library for image resizing. If your images are not working, check with your host to make sure it is installed.
I wrote before, having computer experience for a very long time and yet “missing GD library” :-)
And of course a new theme is tested on a local pc. But for your information about the content of PHP : PHP Version 5.3.1 : GD Support enabled

GD lib doesn’t work stand allone, a script has some instructions to make.
That script makes a landscape picture to a portrait picture.

and read this page : http://themeforest.net/item/sell-responsive-ecommerce-wordpress-theme/5264066?WT.ac=category_thumb&WT.seg_1=category_thumb&WT.z_author=GhostPool

Sell is a beautifully designed, super flexible WooCommerce theme that is suitable for any type of products.
So it may be fashion where portrait pictures are the standard, but also vacation / holiday where landscape picture is the standard.
And in case of smaller pictures than the frame : let these pictures unchanged, and that property cannot be changed in CSS, perhaps HTA, but clearly in PHP.

personal experience with the author this is very much the case
Yes, must be the case. Your comments are not objective.

1524 posts The Last Man Standing
  • Elite Author: Sold more than $75,000 on Envato Market
  • Has sold $75,000+ on Envato Market and is now an Elite Author
  • Has been a beta tester for an Envato feature
  • Sells items exclusively on Envato Market
+10 more
ImanGM Moderator says

Hey Marketengineer,

The first thing that I should say is that what you need about the image sizes, is customization and authors are not able to help purchasers with these issues. I’ve read the welcome message in this author’s support forum and it’s written there that they are not able to help with customizations (I’m not sure maybe this message is updated recently).

For example, in my theme I’ve used images with at least 600px for the portfolio items. You can see this in the item demo. So if you need to use images with 100px width in your portfolio, you should find another theme with this design or if you didn’t find the theme with this style, you should customize a theme for your own needs.

About what @PaddyTaylor said, he/she didn’t say that you are lying – I’m sure this is due to a mis-understanding. You know? English is not the native language of most of us so it’s very common to don’t understand the meaning of each other completely. Please be optimistic and don’t think that people are against you :)

And finally about Ubermenu, if it’s not included into the package, it should not be required too. So if it’s required, you should ask the author to fix it or even send a ticket to Envato Support, and they will take care of this issue.

I hope your issues will be fixed very soon.

Cheers,
Iman

P.S. Please take a look at this page too: http://ghostpool.com/help/sell/help.html#nav
407 posts
  • Has been part of the Envato Community for over 2 years
  • Has collected 1+ items on Envato Market
PaddyTaylor says

Firstly I never accused you of being “a liar”. I merely pointed out that themeforest would never approve a theme that does not function without a non included plugin. Just because the message suggested to add it when installing theme does not stop the theme from working without it and the author clearly stated it was an external resource in their description.

As you said there is no point covering old ground but at the end of the day – you purchased a pre built template that does not function the way you specifically want it to.

What you are upset about is support for a custom modification and the link you kindly provided “http://ghostpool.ticksy.com” States “Support covers theme installation, setup and bug fixes. Unfortunately we cannot provide support for customizations or third party plugins

Therefore any custom change weather it is to the theme or a 3rd party plugin is not covered.

No one on here has been trying to offend you we are merely trying to help clarify the situation and maybe by doing that help get it resolved.

Helpful Information

  • Please read our community guidelines. Self promotion and discussion of piracy is not allowed.
  • Open a support ticket if you would like specific help with your account, deposits or purchases.
  • Item Support by authors is optional and may vary. Please see the Support tab on each item page.

Most of all, enjoy your time here. Thank you for being a valued Envato community member.

Post Reply

Format your entry with some basic HTML. Read the Full Details, or here is a refresher:

<strong></strong> to make things bold
<em></em> to emphasize
<ul><li> or <ol><li> to make lists
<h3> or <h4> to make headings
<pre></pre> for code blocks
<code></code> for a few words of code
<a></a> for links
<img> to paste in an image (it'll need to be hosted somewhere else though)
<blockquote></blockquote> to quote somebody

:grin: :shocked: :cry: Complete List of Smiley Codes

by
by
by
by
by
by