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Posted 02 February 2017 - 12:25 PM #1

Hi guys

I am on CS-Cart 4.2.4 and have been running VIVA shop template for a while with no issues. 

 

But recently I noticed the product options tabs don't load the images correctly. They are shopping off about 65% of the product previews.

 

I could ask Energo Themes but they charge for a 30 day support even though it is their bug!

 

Has anyone come across this preview bug? Any help would be great. I don't want to update my shop to the latest CS-Cart if possible, as I am trying to avoid tons of work doing that (unpaid work).

 

Thanks guys in advance.

2.png 1.png



 
  • energothemes
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Posted 03 February 2017 - 11:41 AM #2

Hi guys

I am on CS-Cart 4.2.4 and have been running VIVA shop template for a while with no issues. 

 

But recently I noticed the product options tabs don't load the images correctly. They are shopping off about 65% of the product previews.

 

I could ask Energo Themes but they charge for a 30 day support even though it is their bug!

 

Has anyone come across this preview bug? Any help would be great. I don't want to update my shop to the latest CS-Cart if possible, as I am trying to avoid tons of work doing that (unpaid work).

 

Thanks guys in advance.

attachicon.gif2.pngattachicon.gif1.png

 

Dear  audionotekits ,

 

Thank you for letting us know about your problem. This is the first time we have been reported such issue, so we do not confirm as being a theme bug, but we are currently investigating it and we'll answer the support ticket you opened with us as soon as we'll be done. We'll see if this a theme bug or just an issue related to your own CS-Cart installation, server issue or anything else.  

 

However, before you create any confusion amongst users here, on our Support Policy page it is clearly stated the following: "Any bugs found in our products may be submitted at any time regardless of whether your support subscription is expired or not."

 

Therefore, if you had just taken the time to read that (which you are actually required to), you would have seen that we do not charge anything for submitting bugs. It is in our first and best interest to fix any eventual bugs immediately in order to make our products better.

 

Also, we find that saying "even though it is their bug!" is inappropriate since you do not have any clue regarding the cause of the issue and we have not finished our investigation yet, nor provided you with an answer/conclusion yet.  

 

However, please note that almost 99% of the submitted "bugs" are actually issues related to incompatible third party addons, and/or third party code modifications, or improper theme/CS-Cart custom settings, etc... which do not represent theme bugs. So, once we are reported a bug, we'll perform our investigation, and if it turns out to be a real theme bug, rest assured that it will be fixed asap, as we really care about what we're doing here and about the quality of our products. :)

 

 

Kind regards,

EnergoThemes

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Posted 03 February 2017 - 12:28 PM #3

 

Dear  audionotekits ,

 

However, before you create any confusion amongst users here, on our Support Policy page it is clearly stated the following: "Any bugs found in our products may be submitted at any time regardless of whether your support subscription is expired or not."

 

Therefore, if you had just taken the time to read that (which you are actually required to), you would have seen that we do not charge anything for submitting bugs. It is in our first and best interest to fix any eventual bugs immediately in order to make our products better.

 

Also, we find that saying "even though it is their bug!" is inappropriate since you do not have any clue regarding the cause of the issue and we have not finished our investigation yet, nor provided you with an answer/conclusion yet.  

 

However, please note that almost 99% of the submitted "bugs" are actually issues related to incompatible third party addons, and/or third party code modifications, or improper theme/CS-Cart custom settings, etc... which do not represent theme bugs. So, once we are reported a bug, we'll perform our investigation, and if it turns out to be a real theme bug, rest assured that it will be fixed asap, as we really care about what we're doing here and about the quality of our products. :)

 

 

Kind regards,

EnergoThemes

 

 

Trying to teach lesson to your customers is always great idea. I dealt with your tech support maybe 10 times, never had positive result. You never take responsibility or take ownership to help your customers, always late with emails, long emails with no substance, always argue, always arrogant and boss people around. You just made a theme so what??



 
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Posted 03 February 2017 - 01:21 PM #4

Trying to teach lesson to your customers is always great idea. I dealt with your tech support maybe 10 times, never had positive result. You never take responsibility or take ownership to help your customers, always late with emails, long emails with no substance, always argue, always arrogant and boss people around. You just made a theme so what??

 

Dear Matzer,

 

We always help our customers and we always deliver what we promise. We always take the responsibility of fixing anything wrong related to any of our products. We have always prioritized assisting our customers even at the cost of delaying our own projects and always provided an answer.

 

Moreover, when a bug is fixed you do not have to even wait for the next theme version to get the fix, as soon as it is fixed we immediately upload the fix on your site and make the fix available to everybody. That is one of the reasons customers love us.

 

We do not know what is the purpose of your post here. We "just made a theme, so what?" Really? Do you have any idea whatsoever how much experience, knowledge, time and dedication it takes to provide you with something that otherwise would have cost you plenty of time and a lot more money? 

You are not only insulting us and our work, but you are insulting every developer on this forum as well as their work provided to ease your job and save your money. 

 

Unfortunately us, the builders of a theme are always blamed for any problem or any issue which may not be related to the theme whatsoever but to the customer's own mistakes either by improper customization to the layout settings, theme code or by using third party addons that overwrite the theme files. Most probably it was your case as well, thus where your frustration is coming from. We guarantee you received our support exactly as per our support policy, and we guarantee you have never been given an answer later that your were supposed to (but most probably much faster). And this can be demonstrated any time!

 

You never had a positive result with our support services because we can never solve your issues free of charge as long as your issues are not related to our product.

 

And please remember, the fact that you purchased something from us, it does not mean you own us. It only means that you must receive what you paid for, which you definitely did. Actually many times our customers receive even more. 

 

So, since we are fair with you, we're also looking for you to be fair with us, not to insult us. Insults will not ever help you get any positive results with any company/developer you're dealing with, dear friend.

 

 

 

Kind regards,

EnergoThemes
 

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Posted 03 February 2017 - 01:38 PM #5

I do not want to step in the middle of this argument, but I have to give my two cents worth. 

 

EnergoThemes, your long lecturing responses make people want to stay away from your company. You might want to reconsider how you respond to people. Maybe choose someone with more skill in customer service to respond to posts.

 

I have never used your company, but I know from reading these posts, you are the kind of  company I wouldn't want to deal with. That might be totally wrong, but impressions are important and you are not helping yourself with your posts.

 

Short (non lecturing), to the point responses are your friend. A simple, "we are investigating the problem, and if determined to be a theme issue, we will fix ASAP" is all you needed. All the rest hurt your company. Don't take people's posts so personally and remember you are running (and representing) a business.  

 

A response to my post is not necessary or recommended.

 

 

 

 

 

 



 
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Posted 03 February 2017 - 02:26 PM #6

Dear Triplets,

 

We'll answer you just as we always answer everybody all the time, and we'll be as short as possible.  :)

 

First off, thank you for your message as well as for the advice behind it. It is said that when you love what you do, you do it right. That is probably the main reason we are successful in what we do. And when you LOVE what you do, when you KNOW you are doing it right, you cannot possibly accept any insults from anybody. Period! When you do have a REAL passion for something, you always take things personally. Otherwise, it's just another day at work ;)

 

When we provide a support answer we cover absolutely every aspect of that issue to make sure that the customer completely understands the cause of his issue, the provided solution, the way it needs to be fixed, and eventually what customer needs to do in the future so he won't have the same issue again. 

 

We'll be happy to have you as a customer. That way you'll be able to see that in case you have an issue, what you consider now a "long" answer, it will become a "complete" answer, which is what everybody wants, loves and needs (telling you form experience).

 

On the flip side, if our answers are short or incomplete, customers will not like it (telling also from experience). And, if complete responses had been a problem, we wouldn't have been where we are today.

 

Anyway, thank you for your suggestion, we'll try to keep our posts as short as possible here (which is also totally off topic), but we'll still offer the best-in-class support services to all our customers.

 

 

Kind regards,

EnergoThemes

 

 

 


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Posted 03 February 2017 - 02:49 PM #7

 

Short (non lecturing), to the point responses are your friend. A simple, "we are investigating the problem, and if determined to be a theme issue, we will fix ASAP" is all you needed. All the rest hurt your company. Don't take people's posts so personally and remember you are running (and representing) a business.  

 

Totally agree with this. The approach should always be "the customer is always right" no matter how wrong (or dumb, or whatever) you might think they are.



 
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Posted 03 February 2017 - 02:52 PM #8

 

Dear Matzer,

 

 

We do not know what is the purpose of your post here. We "just made a theme, so what?" Really? Do you have any idea whatsoever how much experience, knowledge, time and dedication it takes to provide you with something that otherwise would have cost you plenty of time and a lot more money? 

You are not only insulting us and our work, but you are insulting every developer on this forum as well as their work provided to ease your job and save your money. 

 

Unfortunately us, the builders of a theme are always blamed for any problem or any issue which may not be related to the theme whatsoever but to the customer's own mistakes either by improper customization to the layout settings, theme code or by using third party addons that overwrite the theme files. Most probably it was your case as well, thus where your frustration is coming from. We guarantee you received our support exactly as per our support policy, and we guarantee you have never been given an answer later that your were supposed to (but most probably much faster). And this can be demonstrated any time!

 

You never had a positive result with our support services because we can never solve your issues free of charge as long as your issues are not related to our product.

 

And please remember, the fact that you purchased something from us, it does not mean you own us. It only means that you must receive what you paid for, which you definitely did. Actually many times our customers receive even more. 

 

So, since we are fair with you, we're also looking for you to be fair with us, not to insult us. Insults will not ever help you get any positive results with any company/developer you're dealing with, dear friend.

 

Kind regards,

EnergoThemes

 

 

You do your work and you get paid for it, so WHAT? You made a theme, so WHAT? We all love what we do and we offer services to our customers, does that make us hero? Our customers do not worship us because we did our job. In contrast, we are always on the lookout to make them happier so they will come back and do more business with us.

 

I purchased multiple themes from you. I believe 5 license for Vivashop and 1 license for Energo, hoping you would offer good service and support, every time I requested support from you, it was my stupid question or my misunderstanding or my problem or my server or my addons or something else.

 

You are right, nobody owns anybody but with your arrogance, that's how it feels to be a customer of yours. Regarding asking "free service", every time I asked you about 'paid services', the answer was "Sorry we can't help, we are very busy". Followed up at different times, the answer was the same. "We are very busy with our projects, we can't help." Even for paid option, that was your answer.

 

I have good things to say about Hungryweb, SimTechDev, Webkul, eComLabs, csCartRocks, AlexBranding. I had sour experience with Alt-Team in 2013 but I still buy service and products from them. Never received the arrogant, condescending treatment you did.

 

I don't even bother emailing you anymore but seeing your arrogance to another fellow store owner here gave me the itchy feeling and I called you out for how you treated me as well.

 

I moved on with another theme and a company much more responsive and helpful so I don't have anything else to add to this conversation. I would suggest considering my feedback, otherwise good luck.



 
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Posted 03 February 2017 - 03:24 PM #9

You do your work and you get paid for it, so WHAT? You made a theme, so WHAT? We all love what we do and we offer services to our customers, does that make us hero? Do our customers have to worship us because we did our job? In contrast, we look at better ways to make them even happier so they will come back and do more business with us.

 

I purchased multiple themes from you hoping you would offer good service and support, every time I requested support from you, it was my stupid question or my misunderstanding or my problem or my server or my addons or something else. If you are insulted, that's GOOD because you insulted me many times.

 

Nobody owns anybody but with your arrogance, that's how it feels to be a customer of yours. I am glad you bring your time not being free. Every time I asked about your 'paid services', the answer was "Sorry we can't help, we are very busy". Followed up at different times, the answer was the same. "We are very busy with our projects, we can't help." Even for paid option, that was your answer.

 

I have good things to say about Hungryweb, SimTechDev, Webkul, eComLabs, csCartRocks, AlexBranding. I had sour experience with Alt-Team in 2013 but I still buy service and products from them. Never received the arrogant, condescending treatment you did. I don't even bother emailing you anymore but seeing your arrogance to another fellow store owner here gave me the itchy feeling and I called you out for how you treated me.

 

 

Dear Matzer,

 

There is no arrogance whatsoever and that only comes from your frustration of not being helped free of charge regarding your own mistakes, which continues to insult us. And yes, if we told you we were busy, we were busy and politely told you that. There is absolutely NOTHING we promised you would receive that you did not receive.

 

We have never insulted you and we really start to doubt your intents on this topic, as we can demonstrate at any time that what you're saying has nothing to do with reality.

We have always assisted you in time and if we ever told you that the issue was due to your installation,to your addons, or something else related to your mistakes, rest assured that the reason we told you so was because those were reasons for your problems and we clearly explained to you the causes of your issues, we can prove that at any given time. That is not arrogance. It means helping you understand and use our time to detect and inspect your mistakes. 

 

Helping another fellow? We do not believe so. The customer who opened this topic had a totally different issue than your frustrations. 

 

If you were a potential customer of ours, and saw here that you need to pay for support even if the bug is ours, you would probably reconsider purchasing anything from us.  Therefore, the only reason we answered audionotekits here although he'd already opened a support ticket with us was because we felt the need to defend ourselves from something which was not true. And the only reason we answered YOU here was to defend ourselves from your insulting attitude and from all of your statements which have nothing to do with our services. And we'll stop here!

 

 

Kind regards,
EnergoThemes
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Posted 03 February 2017 - 04:00 PM #10

Hi ALL

 

I have been on this forum for many years now and seen many fall outs along the way.

 

Only advise I have is that this is a PRIVATE issue and NOT for the forum, there will be NO winner ONLY LOSERS!!!!

 

Both of you will be right and both of you will be wrong, that's the only outcome.

 

I suggest that you would be better to continue your discussion via PM'S or direct email, you will both have a greater chance of settling on some middle ground.

 

Regards

Barry


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Posted 03 February 2017 - 04:15 PM #11

Hi ALL

 

I have been on this forum for many years now and seen many fall outs along the way.

 

Only advise I have is that this is a PRIVATE issue and NOT for the forum, there will be NO winner ONLY LOSERS!!!!

 

Both of you will be right and both of you will be wrong, that's the only outcome.

 

I suggest that you would be better to continue your discussion via PM'S or direct email, you will both have a greater chance of settling on some middle ground.

 

Regards

Barry

 

Dear BarryH,

 

That is perfectly correct!! The only problem was hat we could not stand still at somebody's frustrations and insults on a public forum where potential customers, just by simply reading this, may believe that we are a ridiculous company, when everybody knows the top level quality we provide as well as top products. You can't possibly be good and succeed in anything by offering lousy products/services. 

 

 

Kind regards,
EnergoThemes
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Posted 03 February 2017 - 05:32 PM #12

 

We have always assisted you in time and if we ever told you that the issue was due to your installation,to your addons, or something else related to your mistakes, rest assured that the reason we told you so was because those were reasons for your problems and we clearly explained to you the causes of your issues, we can prove that at any given time.

 

 

Right to the point, as I mentioned, it was always "my mistakes" because you know better even without checking anything at my end. I didn't ask anything for free or expect you to give me free service. I only asked you to fix your stuff and got the same response just like the person who opened this thread and same scolding treatment.

 

Future customers should see how they will be treated when stuff happens. My experience and dealings with you is definitely inline with what they would be reading on this page.



 
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Posted 03 February 2017 - 05:56 PM #13

Right to the point, as I mentioned, it was always "my mistakes" because you know better even without checking anything at my end. I didn't ask anything for free or expect you to give me free service. I only asked you to fix your stuff and got the same response just like the person who opened this thread and same scolding treatment.

 

Future customers should see how they will be treated when stuff happens. My experience and dealings with you is definitely inline with what they would be reading on this page.

 

Dear Matzer,

 

No comment....It seems that you really do not read our messages. No worries, we'll stop here as it is really getting too off topic. 

 

 

Kind regards,
EnergoThemes
www.energothemes.com

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Posted 03 February 2017 - 06:01 PM #14

Hi guys

I am on CS-Cart 4.2.4 and have been running VIVA shop template for a while with no issues. 

 

But recently I noticed the product options tabs don't load the images correctly. They are shopping off about 65% of the product previews.

 

I could ask Energo Themes but they charge for a 30 day support even though it is their bug!

 

Has anyone come across this preview bug? Any help would be great. I don't want to update my shop to the latest CS-Cart if possible, as I am trying to avoid tons of work doing that (unpaid work).

 

Thanks guys in advance.

attachicon.gif2.pngattachicon.gif1.png

 

Dear audionotekits,

 

We have done our thorough investigation on the issue based on the information provided by you on our support center, and developed a fix for it specifically for your CS-Cart version. We have already uploaded it on your server.

 

 

Kind regards,

EnergoThemes

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Posted 03 February 2017 - 06:11 PM #15

My experience with EnergoThemes is only positive and directly contradicts with what I read. We (as a company) are with the Vivashop theme for the last 2 years (actually from the first version of the theme) and 1 year prior than that with their EnergoTheme. We have requested from them hundreds of tasks (paid and unpaid) and even for tasks which they were supposed to be paid they offered them for free even if it wasn't their task to do (but completely knowledgeable). 

 

During the past 3 years with direct cooperation with EnergoThemes I have personally sent them too many emails about "bugs" that they were caused by 3rd party addons and they helped me every single time or pointed me what to do to resolve them. Have in mind that that you need to put down a lot of time (and money of course) in order to have everything working with each other especially 3rd party addons and any theme, not just themes from EnergoThemes.

 

I am certain that if the "issue/bug" is reported accordingly they will fix it and/or help/assist to deal with it. As said above my experience is only positive with them and I strongly recommend them.



 
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Posted 04 February 2017 - 03:38 PM #16

 

Dear audionotekits,

 

We have done our thorough investigation on the issue based on the information provided by you on our support center, and developed a fix for it specifically for your CS-Cart version. We have already uploaded it on your server.

 

 

Kind regards,

EnergoThemes

 

 

Mine hasnt been that positive, like, for real. For example:

 

The CSS file isnt even optimized, I have now begun to personally dig through every file and replace all the css lines. On my dev server I have achieved to cut it down from over 600kb to 280kb. Maybe an idea to do by yourself EnergoThemes? (Btw, my total page isnt even 1.2mb on load. Having css for half of that is just insane.

 

And they respond that it doesnt matter because everything is compressed in GZIP or mod_deflate. I think approaching something like this requires a different way of thinking. You guys are think that you are perfect and by doing so you are only being rude to every single costumer. 

 

And for the record, why the heck should I give you my admin panel password and URL just to check this?


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Posted 07 March 2017 - 09:49 PM #17

HI,

 

i am new in this forum and now 2 weeks i use the Energothemes... i have send a mail , open a ticket.. i am not happy...

 

the answer from enrgothemes was " as is" the thmes and cant be changed and help.. Normaly in online shopping is a return for 14 or 30 days i



 
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Posted 27 May 2017 - 07:06 AM #18

the best is there is no help whatsoever, everything is as is what is sold.They dont even have a help file for there classes to be applied. You have to go and study each and every class and try it out. There themes are not fluid for devices as well. Poor support I would say.



 
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Posted 02 April 2018 - 03:28 PM #19

Not only a poor support... they don't care about customers... this is the impression that i have right now about them.

 

IMPORTANT!!  ENERGOT and VIVA SHOP themes IS NOT WORKING ON DEV-LOCALHOST. at the rate off updates and changes to cs-cart, is 100% VITAL to update and work on DEV, they are offering only a limited time /dev on dev.yourdomain, and that is not working for me, i need it to work on localhost....

So, Energothemes, please come with a solution for the themes to work on localhost,

cs-cart works on localhost on full-mode with no problem, and i think that you can make it work as well.

 

we buy themes and updates for you .... do something for us...