There was issues with the Specular theme running on my website. I went to update it to solve these problems, but instead it left my site blank white. I contacted my hosting-provider to help define the source of the issue, and they caught this fatal error message:
Then if we need to update some code it will be tough to work on. For the time being kindly make sure you update all your plugins to latest version and check if it solves the issue for you ?
Oh I thought you mean about your issue. Well, as your site crashes upon update we do need FTP logins so we can check at our end by updating theme. And by fixing those issues we can update code through FTP. I hope you understand our position.
The reason for the site crash is you are using version 3 while current stable release is 4+ and in the meantime WordPress has changed a lot so we have changed a lot as well.
For posterity, 2.5 months later this issue was never addressed. We have since exchanged the theme entirely for one by a different developer. This was a poor customer experience.
The things are only goes delayed once we are getting delays from your end to get required details. Otherwise we are there to make sure we quickly solve the ticket on same day.
I gave you the FTP info 2.5 months ago. You then responded that you’d resolve it, but you didn’t. I’ve only now redacted the FTP info and have installed an entirely new theme because of your failure to address the issue when you said you would.
This reply was modified 3 years, 10 months ago by SeapointDigital.
Well, If we any time we are not responding it may be means your ticket got behind hundreds of tickets as we are getting hundreds of tickets and at some time missing by any means keeps it behind. In that case a minor reminder does the rest because your ticket can come in to place again and can be checked by our team.
I hope you understand the situation, as we never ever deliberately do this but if it happens by any means we at least need a reminder.
Well, as I said earlier we do have a lot of tickets on daily basis to resolve and if one goes behind with any reason it becomes tough for us to manage. Because our system keeps popping only those tickets which are not resolved or responded. And if for any reason you guys are not getting any response just send us a reminder to make sure it gets done.
We would try our best in future to make sure we come up some logic on our support system to track those tickets which needs further review or pending etc …
