237 comments found

Dear customers,

Due to some comments here regarding to our work and answering time frames we would like to share our position.

So we developed a theme platform which has been tested before its first release to ensure ourselves that every part of it is working fine. Every month we prepare new release where we fix bugs from the previous one and add some extra options or just small improvements because we would like our theme to become better and better and keep it up to date for all customers using it.

Sometimes the theme is bought by a clients who are not so familiar with customization process and the whole work over the website installation and adjustments. This is absolutely fine, of course and we do not mind to help with information or even small set ups. But it seems like some of our clients think that once they bought the theme from us we are required to offer support for changes like “How to change the color”, “How to move this block to another place”, “How to make this change”, “How to make the image smaller/bigger”, and many many other questions like this. There is nothing wrong to ask something like that, but we believe you will understand that when we get more than 20-30 questions per day it takes time, even sometimes 5 min per answer, which makes the time for new theme releases and improvements limited.

One more very important thing – once a client buy the theme they do a customization to adapt the theme to their needs. That is great and normal! But how can we be aware what kind of customization and modifications the client did? So when you write us with issue we need to check these changes and after that we can give correct instructions how the issue can be solved. Please have in mind that once the theme is bought, installed and customized it becomes out of our control and most of the time our job has been modified. This affect its normal work for sure!!!

Most of you knows that when a client asks for customization because they are not sure how to do it, we always recommend them to contact developer or freelancer, exactly because this job requires some knowledge, and if they are not aware how to do something the risk form a mess is quite huge.

Most of you also know that our customization support (which is paid – we would be happy to support our work with some money, however we prefer not to get them but to do our job with theme improvements!!!) is temporary closed exactly because we need time to make the releases and bug fixes on time, so our clients will be happy with the theme. But again we get a ton of mails regarding to the small and time consuming issues. We try to help everyone and still do some customization. If the requests are 2-3 it is ok, but when we get about 20 e-mails per day all the time goes to the customization issues instead of our major work.

Finally we would like to apologies to all our clients who waited for our responses and to thank them for their patience and understanding. We will continue our work for you and will do our best to make you happy with your purchase. Thank you!

One suggestion I have that could eliminate a lot of the repeat questions is building a large FAQ or setting up a support forum. I realize that it can be tedious to answer the simple questions, but if you had a community behind it we could share our answers or help eachother.

The other thing is when someone asks how to fix something why not post the answer here instead of asking for the FTP details, that way other users can read the solution without bothering you.

ShopShark

Hi, yes, you are right and now we are working on this exactly. As soon as possible we will have a knowledge base with frequently asked questions and hopefully that will help a lot.

Why we ask for log in details we wrote above – the solution depends on the customization done after the theme installation. What the question is common we post the answer directly, but most of the time we need to check first and then send a solution.

However thank you for sharing your thought with us, this is much appreciated. It is always good to have more opinions to make the support better.

Hi Can i add revelation slider, count down timer and blog for Avanti? i like avanti too much. Its a great one.

ShopShark

Hi, unfortunately there is no countdown timer available for Avanti yet. We are working on new theme features and we will notify that in themeforest as soon as we have new release

Hi Guys!

I like the way your site looks, so I want to buy it, but I need somebody to service it afterwards (implement necessary changes and update it). Since you have developed the website, you know it very well. My question is: can we come to an additional agreement, so you will completely service the website for me?

Thanks, Paul

ShopShark

Hi Paul, apologies for the delay, less staffed over the Easter holidays. Usually we offer a customization support for our clients, but it is closed temporary now due to the high volume of work over the new theme features and hosting support. We still cannot fox exact date when the support will be open again, but we presume this will happen in a month at least. Until them we recommend to our clients to contact developers/freelancers who can assist with the theme customization. The theme is based on Magneto platform so each developer who is familiar with it should handle it without troubles.

Thank you for your understanding and we hope to see you soon in Avanti’ family.

Dear Customers,

At ShopShark, we are constantly trying to improve the quality of our products and services. As a result, we are moving to a new support system which will provide much better customer service and support.

The new support system is available here: https://www.shopshark.net/clientarea/

Please note that before you can send a support request, you will need to register.

Pre-sale questions can be asked without registering here: https://www.shopshark.net/tickets/new/

A Knowledge Base with numerous in-depth articles about the installation, management and customization of our themes is available from here: https://www.shopshark.net/knowledgebase/

However, please note that some articles are only available for registered users.

You can still send support requests to support@shopshark.it, support@shopshark.eu or support@shopshark.net and your emails will be automatically imported into the new system. If your question is not presale in nature, we will ask you to register before we answer.

The ShopShark Support Team answer support tickets Monday to Friday 9:00 – 17:00 CET.

Thank you The ShopShark Support Team

The customer support it’s closed for our long weekend. Due to our national holiday we’ll be back answering queries Wednesday morning 7th May.

Have a nice Holiday!

ShopShark Team :)

Avanti is an incredibly good looking theme, a rare one that I still think will convert well. (the problem with many Magento themes is that they waste enormous amounts of space in order to look good, and for whatever reasons, customers tend to not to buy as much from sprawling designs)

That said, will this be updated for Magento 1.8.1 and newer?

Also, do you offer (for pay) installation or customization services? I know you’ve overwhelmed with free support questions, but I’m glad to pay. In fact, I’d bet most merchants would be. Running a store costs money. That’s fine. It’s good to charge for help.

ShopShark

Hi, thank you for your kind words, much appreciated. At the moment we are working on the next major release for our other theme, named Milano and once we finished with that we plan to update Avanti as well. Unfortunately still cannot fix exact time when it would be available, but hopefully in a month.

Yes, we do offer a customization support already and the fee starts from $20 per hour and depends on what kind of customization is needed. The best way to get an exact price is to send us a list with issues and we will make an offer.

You can send us a request trough our support system available here: https://www.shopshark.net/signup/.

Pre-sale questions can be asked without registering here: https://www.shopshark.net/tickets/new/.

Hi Avanti is mobile slider? How can i buy revolution slider($15)

Nice theme only a pity that is not ready for CE 1.9

ShopShark

Thank you Blunoa, it will be ready a new Avanti Version, but no ETA right now.

did not find a logo for flowers?

ShopShark

Hello Vadim, please could you sign up using your purchase code in:

https://www.shopshark.net/signup/

and send the admin user to pwd so i can take a look.

Thank you!

Hi.

I have a problem with additional product images. I add some images to a product, but when I look at the fronend and open the product I only see one image..

Hope you can help me out!

Regards, Marvin

ShopShark

Hi Marvin, please register at our support system, available here: https://www.shopshark.net/signup/ (if you still did not) and send us a ticket along with your magento log in details. thank you.

Hi.

I have a problem with additional product images. I add some images to a product, but when I look at the fronend and open the product I only see one image..

Hope you can help me out!

ShopShark

Hi Marvin, please register at our support system, available here: https://www.shopshark.net/signup/ (if you still did not) and send us a ticket along with your magento log in details. thank you.

Hi,

I am very interested in your theme. May I know:

1. Does your theme provide 1 click install Magento connect extensions? 2. Any hosting provider which can optimized your theme performance you may recommend?

Thank you very much!

When will this theme get update? I really like to buy this theme and love the design.. could you tell me the estimate time for the new update release?

ShopShark

Hello resshin, probably today we are going to submit to themeforest the 1.7.4 version. I’ll let you know this afternoon.

Default-user

Arrghhh.. can’t wait for the new update.. lol. :D

My developer and I have been trying to get support but cannot open a support account on your website as you ask for a purchase code, but I don’t have such a think on Themeforest. Just a download area. anyway, created ticket: Ticket Created! #515518

ShopShark

Hello Patrick, i was asking you the same. i have just assigned your ticket to Ivan.

Dear customers,

We would like to inform you that due to the holiday season our staff is limited and some delays with the responses might occur.

Also please have in mind that the customization support is closed for the next two weeks.

Thank you for your patience and understanding.

Best regards ShopShark team

Does the new update already finished? I want to buy the theme but I’m afraid if the update will never come.. :(

ShopShark

Hi, unfortunately still cannot fix a date. At the moment we are working on another our theme – Milano, Once we finished it we will prepare the update for Avanti. If you still didn’t please check Milano as well, you might like it also. Thanks.

Default-user

i have bought milano.. lol :D

ShopShark

Great, welcome to Milano family :)

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