We’re reorganizing this blog and company site. After much shopping we decided on a new theme, WP Remix 2.3 available at www.wpremix.com.
Nice theme. But a clumsy ordering process.
We bought the theme online. Standard. Then got the receipt from PayPal. Standard, although nowhere along the line did they say how you would download the thing once payment was complete. Such information could go a long way to assuring the customer of a good ordering process.
We got the confirmation email from PayPal. Of course, no download instructions there.
Then we got the confirmation email from the vendor directly. They gave us the user name to use for download. OK, standard. But then for the password they said to contact them. Huh? Not so standard. We’ve never seen that before in any download purchase we’ve made.
Oh and yes, that confirmation email also said that we shouldn’t hit reply on that email because that email box isn’t monitored. So how are we supposed to contact them for the password??? At this point the whole thing started to smell bad.
So then WE had to make the effort to hunt down their email addresses, to find out how to contact them to get the password that we just paid USD75 for. In other words, we had to work harder then they did on this one. And they didn’t seem to mind, especially since they didn’t tell us how to contact them.
So after the hunt, we found several email addresses for them. We sent several emails to several addresses. We did get a response, somewhat quickly, I’ll have to say that at least. But the response was an excuse that their password system was down.
(I’m not even going to go into the exchange that took place when they asked for our receipt number even though it was already in our original email, at the bottom of their request email for it.)
Huh? again. Our payment system wasn’t down. PayPal wasn’t down. We were ready. If their password system was down, they could have put a notice on the WPRemix.com purchase page informing us of the problem before we forked over our 75 bucks. If they had done that, we just would have waited and come back later.
Nope. They didn’t do that.
We’re not impressed. Not one iota.
Hi there Richard,
My name is Alex and I work on the marketing and management of wpremix.com.
I noitced you making numerous tweets about this incident in the space of 2 hours approximately 16 hours ago at the time of me writing this. I then found your blog post through Twitter.
First of all let me apologize for the inconvenience that the delays caused yourself and your company.
I can’t explain the circumstances behind the problems that you experienced as I have just become aware of it as I have just arrived at work. I will contact the support staff within the hour to get their version of events. Clearly, what you experienced is not the “norm” when delivering a digital product such as this, and usually our systems work very efficiently.
As I am sure you appreciate however, technical issues do arise and our support team were clearly thinking on their feet to try and address the issue. Perhaps the solution they implemented did not go far enough to resolving the matter and we’ll pass along the feedback.
However, our support staff are very professional, fast, flexible and I am sure they will learn from this experience should the problem ever arise again. I should also mention all our orders are processed using the e-junkie.com system at this time (usually very reliable).
Again, I’d like to apologize for the delay you experienced in recieving your product, but I would like to stress this is not the “norm” and not a common experience for our many customers. Now that you have the product I am sure you will be very satisfied and should you have any difficulties with it, the support staff are very responsive and will be very happy to help you. Alternatively you can contact me at the email address I have left you via the information I have entered to make this comment.
All the best.
Alex and the wpremix team.
Thanks Alex.
I did get a temp password from your staff, but only after 2 hours and much, much complaining and kitbitzing on my part. I pulled a “Huffington vs. Comcast” play and it worked, but it’s too bad that I had to go that way.
I had special staff and time reserved to work with your theme, and the delay cost me $$. Not many $ admittedly, but some nonetheless.
We’ll be working more with the theme today. So far from what we’ve seen we like. And we’ll be documenting our experience.
Hopefully we’ll have only one bump in the road in our trip with the new WP Remix, the bump we just went over.