Does Prestashop Support Even Exist?

[NemesisNG]

Hi all

I raised a support ticket on April 7th - Thread #273409, still over a month later never been responded to.

Raised another support ticket on May 4th - Thread #275995 and again no response.

I've tried the support live chat who three times over have said to raise a support ticket - well I have done clearly.

I've tried messaging Prestashop on Facebook as a last resort, and guess what, no response.

I've got a couple of issues with the Official Prestashop developed theme, Minimal, which I bought through the market place on here and it seems impossible to get any help.

I've raised tickets with two other developers for items bought and had replies resolving issues both in under 24 hours.

What is going on????

[joseantgv]

🤐

Try in Twitter...

[tomerg3]

PrestaShop has been slow to respond lately.

Did you raise a bug report on the tracker, or did you simply email them? I'm not sure they offer general support

[joseantgv]

hace 18 horas, tomerg3 dijo:

PrestaShop has been slow to respond lately.

Did you raise a bug report on the tracker, or did you simply email them? I'm not sure they offer general support

It's not general support, it's about their theme sold on Addons!

[NemesisNG]

Tried the online chat again, again told to open a support ticket - how are they not understanding I've got two open tickets already? Well, I've now got three open tickets...

Had a reply to one finally this morning wanting ftp and bo log in details to fix the issue. Still don't understand this as its a problem with their template and broken on their own demo:

https://addons.prestashop.com/demo/FO19813.html

If you view that on the mobile phone option, you get a red circle on the lower right of the screen, which is missing the cart icon - it's a hard coded link so if you're shop isn't in the root of your web space it won't load.

Also, as I've found out this afternoon, the same when viewing on a mobile phone, if you have more than one image per product there is no option to view the second image when on the mobile, you get the option for multiple images on ipad and Pc.

This is so damn frustrating to have paid £89.99 for an official template from the software developers, I did this after having numerous issues with third party templates with other software so thought buying prestashop official would alleviate these problems!

[tomerg3]

I hear your frustration, hopefully it will be resolved quickly.

Not all support services are the same between companies / developers, it's always best to go with ones that have a good reputation for fixing issues, and answering in a timely fashion.

[NemesisNG]

Totally, fully, 100% aware of that.

thats why I bought one of only three official genuine prestashop developed templates. 

does nobody even read these posts before replying?

if you can’t trust to get support from the parent software developer who can you? In fact as I’ve already posted I’ve had better support from third party developers. 

[joseantgv]

Unfortunately PrestaShop don't set a good example. I have complained several times about it, but it seems that they don't take measures.

[tomerg3]

11 hours ago, NemesisNG said:

Totally, fully, 100% aware of that.

thats why I bought one of only three official genuine prestashop developed templates. 

does nobody even read these posts before replying?

if you can’t trust to get support from the parent software developer who can you? In fact as I’ve already posted I’ve had better support from third party developers. 

I read the post.
PrestaShop was never known for fast support, but it does have a fairly active community (some time more than others).

I totally understand and agree with your frustration, and as Jose mentioned, often 3rd party developers / agencies will offer more prompt support.