Dear Sirs:
I have been paying for Premium for months and still can’t use it. I contacted support but the reply takes me through a maze that would make Alice in Wonderland smile. It always brings me back to the page that trying to sell me Premium? I was able to download the ultimate Premium file when I originally bought in to this, but it won’t install because it’s missing the style.css stylesheet. I’ve emailed support but have been told to take the path that leads down the rabbit hole to nowhere. In fact, the page that support tells me to go to now only shows a summary of the payments I’ve made. When I click on any of those links, I go to a page asking me to buy more of what I don’t already have? That’s kind of like adding insult to injury.
I have built several sites in the meantime using other platforms. I would like to use what I’m paying for. If I don’t, I will simply end the subscription.
Thank you.
James Smith
[email protected]
Hi James
Sorry to hear you’ve had trouble reaching us. We’re available via email at most hours. You can reach us on [email protected]. That’s the best channel for our premium users. Please, send your question to that address, I’m sure Alex will be able to assist shortly.
If you’d prefer a refund at this stage, please, let me know. I understand you’re angry but swearing really isn’t ok here. If you’d rather part ways at this stage, please, send your refund request to [email protected]. Alternatively, send your question and we’ll get going with helping out and getting you on track.
(If SiteOrigin Premium plugin isn’t installing because of a missing style.css file, it means you’re trying to install the plugin as a theme. Instead, go to Plugins > Add New > Upload Plugin and install from that page, it’ll resolve the problem.)
Andrew…
Where did I SWEAR in any of my communication? I do not use profanity in communications. Your response really makes me wonder about you and your company. You’re either incapable of reading English or you are simply reading things that are NOT there. I have used the paid versions of your products for years and have been happy with them, but this newest “Premium” option hasn’t gotten me anywhere. Where is the swearing or profanity in that? I’m simply not getting what I’m paying for, and to this point, not able to get any answers that make sense. I will use the email address you provided, and hopefully I will finally get a solution.
James
Hi James. I realise you’re a long time supporter. The last thing we want is for you to not get value from our products. Thanks for getting in touch via email. I see Alex is working through the download issues with you. Hopefully, we can get you on track and get SiteOrigin Premium working for you. Either way, we’ll do our best to make things right from here.
Andrew:
I'm still waiting to hear from you as to what exactly I said that you would consider swearing?
I don't use profanity in my communications and I find it insulting that you would imply such. I want to know what EXACTLY you are referring too.
Hi James
I quickly deleted the comment in question. We try the keep the forum as friendly as possible. Hope you’ve been making progress on the web development front.
For the record though, here is a copy of the comment I deleted. (I’m happy to delete this entire thread and move forward with assisting you in any way we can.)