185 comments found

aleding Purchased

First off, this is a pretty nice theme. That said, both documentation and support are lacking. Taking docs first, you are basically left with a single web page file that has several errors so unless you have full familiarity with this theme, then getting some things working will be a definite challenge. Next, support – the forum is all you have which is not necessarily bad as long as it is monitored during the hours the author says it will be – which it isn’t or at least it hasn’t been during the days I have used it. The turnaround time I have experienced is minimum 2 business days to get 1 of 3 issues resolved and I’m still waiting on the other 2 issues. I will report back when I have new\more information.

Net-net – this really is gorgeous and very functional theme – but odds are that you will find yourself doing a lot of research and chasing things down to get what you want out of it.

Default-user
aleding Purchased

Two things I neglected to add to my last message. First is that user and dev guides, while a massive undertaking, are huge to help us make the most of your theme. If these already exist, then awesome, but I personally do not know where to find them. If they don’t exist, those really would be a huge value add.

Second – it might be helpful to, in addition to support your coverage, to also publish expected turnaround times for a variety of issues or just turnaround time in general. Something like 2 biz days or whatever you would like it to be., That way, people should not be pinging you for at least that long after posting nor should anyone ding you for not getting to the issue until that time has elapsed.

refaktor

You make a good point about the way in which the forum is described. The “support hours” approach is probably not the best way to go about it. I think its time this gets revised to something that gives a better indication of what we’re trying to do which is to reply to all support requests within 24 hours (during the week), which typically happens during the day.

Regarding the docs online that is another good point. We are actually planning to completely revitalize our support system and online docs/tutorials is something that is currently in the works. As you point out this is a better approach as changes can be made to the docs live without the need to update on ThemeForest.

I really do appreciate the feedback and please do not hesitate your thoughts and suggestions. Your business is greatly appreciated and we want you to be satisfied with your purchase and with our support.

Default-user
aleding Purchased

Yeah – you guys could just take the support hours off completely and replace it with something like X days turnaournd time for tech issues, Y days for pre-sales, etc. That re-sets the expectation for users and probably gives you folks a little more freedom to get things done in a way that works for your sales, support, & dev model.

That for the update and I look forward with seeing what you guys push out over the next few weeks.

ssoulless Purchased

Hi I do not know how the support works I need help with the color picker for choose the theme color I installed only the theme in an existing drupal website then installed the jquery color picker module that comes with the theme and its library, the color picker works but the choosen color is not updated to the theme I opened a ticket here please help me. Thank you

http://refaktorthemes.com/support/viewtopic.php?f=19&t=2862
refaktor

Great thanks for using the forum, your ticket will be replied to today.

Default-user
ssoulless Purchased

Hi I sent you all details for access the admin account of my site through private message in the forum. Please Help me with this as soon as possible thanks..

huzhaer Purchased

Hello i’m your customer TheFrst ID: huzhaer. I bought the Porto Theme for Drupal. And i’m new user of websites. I was trying to change some CSS files. And i found the Porto /css has all the CSS files and some *.less script. There is a custom.css how to use that? i’m trying to change it and stuff but didn’t work. I changed the drupal-styles.css it’s worked and i changed in side drupal modal, like changing inside the theme setting at drupal backstage and it’s worked(“Add your own CSS”). I was wondering the CSS i input inside the backstage setting in drupal where is it go, i mean which file it goes?

-H

refaktor

If you want to add your own custom CSS I recommend either using the user CSS option in the theme settings, or if you’re using the sub-theme you can put it in the sub-theme’s custom.css file.

If you have more questions or need more help with this issue please post in our forums. Thanks.

The support for this theme is great. I had a small problem the developer responded same day with a fix.

It looks great and is easily customized.

refaktor

Thank you for your business and for the kind words, much obliged.

ssoulless Purchased

Improve documentation for only theme installation, when you install the theme in an existing drupal website, the steps are similar that installing any other theme but inside the “only theme” installation part does not specify clearly the required modules in order to work properly the theme you have to scroll down in another section of the documentaion for find that information, please put that information in the “only theme” part so we are gonna get it better. Just a suggestion

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