Savitri B.

Ive been a RocketTheme customer for 8 years. No joke 8 years. Mostly, their customer service has been poor and rude but as expected from forum based help. Sometimes they would surprise me with great help usually only after complaints.

Recently, after one of the help agents destroyed a clients site layout by disassociating my custom css file he had overlooked, thus causing a few hours of work and starting an avalanche of terrible support, I figured out why. There is NO customer service staff on RT. None at all. You can see that in their team page, all are white, mostly men, and only one non programmer.

When I asked in the support ticket to escalate some fairly serious issues to management, I was first told (by a support staff member) to ask support myself. When doing so, my issues were addressed first by the RT technical writer and then, after asking to speak with the owner or the customer service manager, by a developer. And the developer started his email to me, a 8 year loyal customer, with Let me start off by saying your replies to Mark were extremely rude. Mark is the guy who broke my clients site and then told me to contact management myself.

When I first began writing this review I ended up with some 6 paragraphs or so. But I think the details dont much matter. What matters is Ive finally had enough RT nonsense to cancel my just renewed Developer subscription. Its going to cost me work I have some 20+ active sites using RT frameworks. But I cant tolerate their behavior any longer. Plenty of other template makers out there.