So I bought a theme from Audentio Design a few days, the minicolor theme. Well the color switcher isn't working and other parts weren't working. So I opened up a support ticket as it came with paid support. It's been days since I've heard back from Mike(who was assigned my ticket) and Audentio. I know he's not busy, as Audentio is checking the MyBB Forums, where they're staff. They say they get back to you in a day, and it's been days now.
I'm starting to get really fed up, what should I do?
There are very less chances that the theme won't be working. Because the source of theme file would be same. Are you sure you are installing the theme correctly?
They could be trying to figure out what's going on but they're having a hard time solving the issue. (Or perhaps they're having issues recreating the problem on their own? Or even they're swamped with a bunch of other clients who they're working with that have other/more pressing issues before you submitted your issue.)
(Just for sort of a side note... Just because they're online and checking a forum doesn't mean they're available to help you right then.)
So I'd give it a few days to let things sit. Then try messaging them again asking if they have any updates or need any extra information. If they don't respond again then after another few days?
Then consider your options... You could:
- Do nothing (just taking what you got and walking away).
- Keep pressing them (politely of course) to fix the issue.
- Ask for a refund (since you paid for a working skin and premium support and they didn't deliver).
- Let others know that they didn't deliver their agreements for you (which will strike directly at their wallets since others who may have been considering buying a skin from them might not if they feel like there's a chance they'll get screwed over too.)
Whatever you ultimately decide to do, be sure to grab screenshots of all communications for later. (This way if they don't hold up their end, you have proof.)
I've gotten all of my custom themes from Audentio, so I know what it's like working with them and getting support. It can sometimes take a couple of days to get a reply. They have a lot of clients, some also being "high end" clients, which they probably want to get to first. Also, like VirusZero said, just because they are on the forums, doesn't mean that they're available to help you. And don't forget this past weekend was a holiday weekend, so they may be behind due to that.
Just give it a couple of days and if you don't hear back, send another message through your ticket.
Sorry about that, sometimes we do get quite backed up. It is the cost of having a design team full time at internet rates, sadly. We do the best we can with the resources at our disposal, and have always been extremely loyal and supportive to our customers.
