I’ve recently taken on a new client that wasn’t happy with the support they were getting from their previous web person. They weren’t really happy with the overall look and feel of their site. After seeing one of my other client’s websites, they asked me if I’d be interested in helping them make the changes they were looking for to their own site.
I happily agreed to help them out and began to jump into their site. It was already setup on WordPress and the original designers had installed a theme from Woo Themes. I’ve never used Woo Themes myself, but have been impressed with the look of their themes and what appears like a pretty robust support structure for their themes.
That was until I tried to use it myself.
The challenge is that my client doesn’t have access to the Woo Themes account. The theme was purchased by the previous designer and we haven’t been able to get in touch with them to obtain access to the account. That makes sense if the theme was purchased as part of their own Woo Themes account membership.
I still need to get to the theme documentation for the clients though.
I’ve contacted Woo Themes and asked how I might be able to get to the documentation. They responded with the following email:
Jason,
The only way we can give you access to our support resources is if you had an account of your own. If you’re client had access to the account before, we could (with their permission) give you access to their account and you’d be able to access all of our support resources.
If not, I’d suggest that they re-purchase the theme, which will give you access to those resources.
Kind Regards
That’s not real helpful to me. Am I being too demanding?
I could pay $70 to setup my own Woo Themes account and get the access I need, but should I have to? I’m not real sure how their support works on the website. I’ve heard it’s quite video heavy, so it doesn’t sound like it’s something they could just hand off to me for this client. Are there PDF’s? Is everything just web content located behind the Woo Themes wall of their support section?
I think what would be really helpful is if all the support documentation for a theme was accessible from within the theme’s control administration panel once installed on WordPress. Even if it weren’t installed with the theme, to have links to that documentation that were accessible behind the walls of support without logging in again would be terrific!
Now you’ll have to excuse me as I go fight with this Woo Theme as best I can.
Alexander says
Of course I would be the first one! I would understand things like that to happen in Australia, but Woo Themes is US based, beside what's a big deal about documentation??! it's not like you are asking for security protocols for their server!!! If I had to repurchased the same theme from Woo Theme I would rather create my own or purchase from someone else, just to punish them back for complete lack of cooperation. It is like you buy a radio from a variety store without a manual and you cannot download it from manufacturer website (the manual I mean), because manufacturer asks you to go back to the store and purchase another radio with manual in the box ! Stupid really but very common in Australia! So, I understand your frustration Jason