Regarding our support service on EngineThemes’ forums
Dear our valued customers,
First and foremost, we’d like to express our appreciation regarding your support during the time.
Over the past few days, maybe some of you have noticed the disputation in our forums. We know this is not a good situation and it may bring some problems for you guys. Please accept our sincere apology for the inconvenience you have experienced due to this incident.
We admit that there are some issues with our products as well as our customer service. As a provider, it’s our responsibility to ensure our customer’s satisfaction, therefore, we’ve been trying our best to solve the issues as soon as we can. We’ve written down all the feedback and thoroughly reviewed them, then come with immediate actions.
Here are the main solutions for all the concerns, hope that you can have a better experience with our service.
- About the security bugs’ notifications: we’ve totally resolved those bugs and taken steps to check it all over again. You now can download the latest versions and update your sites.
Besides, we’ll surely test our updates more carefully before the releases.
- About the updates: from now on, with every new update, we’ll inform you guys the plan for its next versions so that you wouldn’t be confused with the products’ future anymore.
- About the suggestions for our forum support service: we understand that waiting for support is really frustrating, it may happen due to the increased number of customers recently. In order to reduce this inconvenience, we’ve agreed on an immediate solution for all our support staffs and we will try harder to serve you better.
Moreover, we’re also creating a detailed plan to improve our support process. With the new plan, the support flow would be more convenient for customers to inform their issues.
On the other hand, we hope that you can understand our difficulties. Sometimes, we just can’t control everything. Therefore, your supportive cooperation are really precious to us and we really hope that we can solve all the matter in a peaceful atmosphere.
We always value our customers’ feedback, should you have any further questions, please feel free to contact us. We’re looking forward to serving you as our valued customers not only at the present but also in the future.
Once again, thanks for your understanding and patience.