No support for SuperMint1 user found helpful
Unfortunately I built a website using SuperMint2 when the developer kept it current and answered questions. It was good then. However now he provides no support and the Theme no longer works properly. I cannot add a page or delete one or move it and change its name. The developer does not respond to any questions in any way. Any ideas how to move forward or will I have to redevelop my website avoiding SuperMint Themes in all versions like the plague?
Developers like this bring Concrete5 into disrepute which is a shame.
You could try posting a general question in the general forum noting any error messages etc to see if anyone has had the same errors and can maybe give some clarification.
You could maybe post a job for someone to investigate the issues (obviously this would cost).
More than one user have left 1-star reviews complaining about the absence of support (6 out of 42 for the legacy version, 1 out of 9 for the new version).
Some requests for refund also seem to have gone unanswered (http://www.concrete5.org/marketplace/themes/supermint/support/i-want-a-refund/)
That user who wanted a refund said he ended up going with Wordpress.
It seems the dev's work has pretty good reputation but not him.
Bit unfair. There could be any number reasons he's not responded to some tickets, not least the fact that tickets can find their way into the support channel in different guises despite being outside the 30 days support window. OP does not say when he purchased the theme.
Also not many developers that are contributing in the marketplace are making revenue that allows them to be full time on this. Most will have day jobs. Sometimes this has to be low priority.
As far as I know said developer has been around the c5 community a good number of years, does some excellent work and and I think it's unfair to call him out (and worse audit his activity) on here. I understand frustrations of the customer, sure, but I think you should know better @mnakalay, as you're no doubt subject to the same time constraints and priority juggling as the rest of us.
The comment I made about the dev's reputation, as opposed to his work's, is based on observation. Very simply I went to have a look at his tickets and review and several people are complaining about him and the absence of support but still recognize they like his theme.
Now to be fair, he seems to answer other requests for support. But that is where things seem not right. Why would he answer a request on one day and not another one on the same day? Surely if he had time for one he could at least acknowledge the other?
Honestly, I have nothing against him. I even helped correct some of his material as English is not his first language. I also can see that he seems helpful enough when he answers AND some other users praise his support.
I also have a job, and 3 kids, and I do the back and forth between home, work, and school. And I spend 2 hours every day in my car going from one to the other.
Still, I never allowed a ticket to go 24 hours unanswered. If only to say "I'm on it". And it pays. In my reviews what comes back the most is the great support.
I think the situation is the same for everyone. This marketplace has some rules. One of them is if you're selling something you OWE support. It's not an option, it's owed. Now you even have the possibility to put a price on that if you want.
If there is a request for refund based on reasonable grounds, you have to grant it. A total absence of support from someone who advertises great support is enough to ask for a refund. Granting a refund takes 2 minutes. No matter how busy you are, I don't think there's any justification for not addressing that.
You say "said developer has been around the c5 community a good number of years, does some excellent work and I think it's unfair to call him out (and worse audit his activity) on here"
I agree. He's been around a while and his work is excellent. As I said, even users complaining about the absence of support praise his work.
But then again we are a community. RogerM who started the thread made it public for a reason. He pointed out that this brings "Concrete5 into disrepute" and I agree. If someone is going to let things go to the point where buyers feel they have to go public, I think we owe those buyers some openness.
Having sais that, I am totally ready to apologize if you feel I was out of line. I am not here to judge others.
Both SM and C5 are going to lose a customer that was happy with 5.6 and only upgraded to 5.7 as it was a necessity. Since then nothing but errors upgrading, theme that does not want to work etc.
Business wise a bad decision, customer service..blah.