Hi there,

Thanks for following up Andrew.

Regarding EDD, the issue is likely due to the page content being loaded via AJAX. I recommend turning the AJAX function off for the theme (via Customize page) and test to see if the plugin works. If it does, that means the plugin scripts are not loading after AJAX load. There's an option to add JavaScript functions to run after AJAX load via the Customize page.

If the plugin still doesn't work after deactivating AJAX, that would be a separate issue.

I would like to know your findings as EDD is a popular plugin that I would prefer to work with this theme.

Best,

Christopher

Hi Christopher,

Thank you for spending the time to create an update for the theme. I understand this took time on your part.

The update resolves the issue with the page content being removed. The update has effected the fixes we did to issue 2 and 3 (we now can't get the download buttons to click again which is to do with the EDD plugin) but this is something we'll try to work through because as you say the theme is not supported for the EDD plugin.

Regards,
Andrew

Hi there,

I submitted an update (v2.1.2) that has additional checks if the page is loading. I wrote an additional script that prevents content from being loaded if the user clicked a link.

You should get an update notice from ThemeForest once the update has been reviewed/approved.

Best,

Christopher

The error occurs on Chrome, Safari, IE, Opera. I haven't tried any others.

It occurs without any plugins installed so isn't a conflict.

It occurs on your own demo and on the site.

It occurs on double click, and single click if the page hasn't loaded fully before the next click.

I'll need to send you a video if you can't go to your own demo and click on the nav tabs to see the page disappear.

Please note, I have not given you permission to publish information relating to the site in the public forum (even if it is a closed forum). Please remove this.

Hi there,

I do not see any double-clicking issues on the demo site OR on your site. Can you provide your browser/OS details so that I can try and recreate the issue you're having?

Just to clarify, I have never experienced a double-clicking issue. This may mean that a plugin you're using is creating a script conflict.

Let me know the details of your environment and I'll try to recreate the issue.

Best,

Christopher

I provided you with all details (including login details) in the very first communication by email, on 12th November. You personally replied to that email too so have had all the details for nearly a week.

I have now paid somebody to resolve issue 2 (the one you state is not supported) and I've found a temporary work around for issue 3. (the one you say is not an error). I'll be getting someone to fix that issue this week at a cost.

The error that is occurring on issue 1 is exactly the same as on your demo. If you improve the script and provide an update to the theme to stop this from happening, this will allow me to complete the website and allow new purchasers to benefit from a fully functioning theme. It would be better to stop looking for ways to avoid providing support, and just fix the theme asap.

Andrew

Hi there,

I asked if you still want support because in above responses I've requested a link to your site (for me to troubleshoot an issue) and you have not yet provided that link for me.

Best,

Christopher

Christopher,

I initially contacted you with full details of the issues via email, to which you confirm you don't provide email support. You ask me to use the forum.

I follow your instructions and use the forum and again identify the issues. You state that issue 1 is not a bug and 2 is not supported and 3 is not an error. Why ask me to waste my time in your forum if you have no intention of providing support and already knew the issues?

We then waste time going back and forth about what is a bug, what the legal standpoint is, with you using every reason possible not to provide support of any kind.

You block me on Twitter. Note: if Twitter is your personal account, why are you using it for business purposes? Why would you not appreciate replies to tweets you make about the importance of customer support? In any event, you don't appreciate this communication and I don't appreciate the way you treat customers.

You then give me reasons why issue 1 will take a long time for you to look at.

You ask me if I still want support?

Is this some kind of tactic you use to not provide support on your themes? To be as difficult as possible to make people so irritated they just go and buy another theme? 've bought hundreds of them and I've never come across a seller so unwilling to provide support.

Having viewed the forum I see large quantities of people asking for support and not getting it when they should. Most of those you reject aren't now using the theme they bought from you. It's likely easier to buy a new theme than experience what I've had to experience in an attempt to get some help.

So, in answer to your question. Yes. However, support in a month, or even a week is useless as you well know. So, I'll leave it up to you. You know I can't complete the website without it, and I've put you on notice that if I cannot complete the website I'll need to get a developer to do it at a cost. Such costs I'll be seeking from you.

Andrew

Hi there,

I hope you don't think I'm attempting to control your behavior. I would never try to do that. I simply didn't appreciate your communication, so I chose to block it. That's my personal Twitter account. I like using twitter for fun, so I don't appreciate that type of communication.

Regarding "review your functions", I'll have to research this to see if there is a way I can improve the script. I wrote it over 5 years ago, so it may take some time to being myself up-to-date on how everything is being loaded and how the core function operates.

Please let me know if you still want to receive support.

Best,

Christopher

Christopher,

You can block a dissatisfied customer on social media but you cannot control the way a dissatisfied customer behaves when you make them dissatisfied. You just don't see how they express their dissatisfaction.

Isn't it better not to have dissatisfied customers in the first place?

What does "review your functions" mean?

Andrew

Andrew,

(1) I do not provide support via twitter and (2) I deemed your communications inappropriate.

I'm still happy to provide support if you need it.

Best,

Christopher

Andrew,

Regarding single-click content loss, can you provide a link to your site? I'll be happy to troubleshoot that issue for you.

Regarding double-click, let me review my functions to see if there is something I can do for you.

Best,

Christopher

Christopher,

I also note you have "blocked" me on Twitter.

I think this says it all.

I'll be in touch through the appropriate channels.

I'll also be letting everyone I know about the way you treat customers.

Andrew

Chris,

We can argue over definitions of a bug all day. Obviously, you are not keen to accept this as a bug since you believe you would be liable for "support". However, what you a failing to grasp is that it is an irrelevant argument. I could provide ten people in one hour saying the opposite, and I will be doing so.

Regarding single click loss - yes.

I'll write to you direct (to your address) on the last paragraph as you seem determined to argue the legal issues on this. Quite why you would do this, bearing in mind the ramifications of a very dissatisfied customer and being on notice of my intentions to pursue you for the additional costs incurred, are beyond me. A great customer experience you have here.

Andrew

Hi there,

I can confirm the main behavior of double-clicking a link that runs a script each time it is clicked is NOT a bug.

Regarding single-click content loss, I've seen that occur before when users have extra scripts (via plugins or customizations). This is not a theme-related issue, but an issue with script conflicts created by the plugins/customizations. Have you tried deactivating ALL plugins and inspecting the page loading behaviors?

Please understand that if you're unhappy with the theme, I'll be happy to work with you getting a refund from Envato. But any costs you incur using the theme will not be reimbursed. The features and capabilities of the theme are clearly stated on ThemeForest and demonstrated on my demo site. You say you noticed this behavior on my demo site as well. Was that not a hindrance to your initial purchase?

Best,

Christopher

Chris,

Thanks for the reply.

I can confirm that I entered into an agreement with you for the purchase and supply of a theme, free from defect. If you supply a product you must understand that it be fit for purpose. If it's not fit for purpose, you are liable for any losses that arise as a result of it. (regardless of any waiver, license or disclaimer to the contrary).

Let me ask you my own question. Do you really consider it acceptable that a theme removes the content of the page, in any circumstances? I've had four developers review your theme and they all confirm that it's an error caused by the way the theme has been created. It's quite usual for somebody to click more than once on a navigation tab. It's wholly unacceptable to expect a customer to accept this as just a part of the theme.

It's strange that nobody has noticed this error, since it doesn't take a double click to remove the content much of the time. On mobile, you don't even need to double click, as one click will remove the page content and it won't re-appear if you click on a new tab.

As you are not prepared to assist or provide the support you are obliged to provide, I'll proceed to instruct a developer to resolve your bug. I'll obtain a report regarding the error, and I'll be submitting the cost of this to you for payment. I have been quoted $560 to do this (it may take longer so this is not a definite cost. This does not include my own time it's taken to deal with these issues and any additional costs. If you do not pay the cost, I'll take the appropriate action to recover it.

I'll be in touch in due course with details of the costs incurred.

Andrew

Hi there,

1. I'm not sure why you would double-click the menu items as a single-click is all you need to do to load a link on a web page. Once you click, an AJAX script is executing. Double-clicking the link will cause the script to run twice, which will result in unwanted behavior. Please keep in mind this is NOT a bug. This is normal behavior for AJAX-based page loading.

In the 4 years this template has been on the market, I've not heard of any users double-clicking navigation links and having issue with the themes performance, so I would not be concerned about this aspect of an AJAX-based site. Are you expecting users will double-click the menu items? If so, may I ask why?

2. Unfortunately support does not include issues with 3rd party plugins. I see you copy/pasted a statement that says "Help with included 3rd party assets", but please keep in mind this is referencing INCLUDED 3rd party assets. EDD is not an included asset.

3. The site actually is adapting/responding. Keep in mind the width of the browser dictates the size of elements as well. The content will not extend beyond a specified width, which will keep the content inside with it's proper proportions. Increasing the height of an image (while maintaining the width of the content), would result in a distorted image.

Lastly, please understand the license agreement and support services you have access to do not imply that you can charge me for any developer costs you encounter.

Best,

Christopher

[moving to WordPress Nocturnal forum]

Hi there,

Following on from my previous emails and this support message, I am unable to complete this website until I can find a fix for these issues. It is now urgent and causing me significant problems which I was not expecting from the purchase of a theme.

We are now clear that the theme has a bug which removes the visibility of page content when the navigation panel is clicked (sometimes double click, sometimes one click). as well as javascript errors (screenshot already sent).

Support includes: Availability of the author to answer questions
Answering technical questions about item’s features
Assistance with reported bugs and issues
Help with included 3rd party assets

Please can you confirm when this issue will be addressed, so I can be aware of time scales involved since this is now urgent.

I do not want to instruct a developer to fix the theme since I would have to pass that cost on to you but if this is the only option, I'll need to do that since we cannot have a theme that removes the content from the page in the way it does, nor allow the user to download music or appear correctly on mobile.

Andrew

Issue 1: When you double click on the navigation menu tab or click from one tab to the next before the other page is loaded, it will remove the content from the page. The page content is still there in the code, but is not showing up.

This is happening not only on my website but also on your live demo. The content from the page should never disappear in this way. Please can this be rectified so that the page content doesn't disappear.

Issue 2: The buttons generated by the easy digital download plugin don't click/open up. I read in this forum that EDD should be compatible with the theme.

Issue 3: On I-pad when held vertically the main image displaying on the home page does not adapt to the device. So, it leaves a gap between the footer and the main image.

I would appreciate if you could look into this as soon as possible.
Thanks.