Exchanging a premium WordPress purchase

  • Unknown's avatar
    chellelouwallace · Member ·

    I misunderstood the functions of a soundcheck after paying 70$ for it…then realized to upload music and perform other functions I had to upgrade. I managed one email to Nick, who said I could exchange it, then WordPress stopped responding to emails unless you were an upgraded customer. This has been so frustrating and seems really unethical to block a paying customer access to support. Any ideas??

    The blog I need help with is: (visible only to logged in users)

  • Unknown's avatar
    timethief · Member ·

    What you do is apply for a refund for the first premium theme and then purchase the second one the same way you purchased Soundcheck.

    Provided you are within the 30 days allowed and logged in under the same username account that purchased the upgrade, you ought to be able to request a refund from your dashboard > Store > My Upgrades

    WordPress.com provides a 30-day refund on all upgrades except Domain Registrations, Domain Renewals, http://en.support.wordpress.com/domain-mapping/cancel-domain/ and Guided Transfers.
    http://en.support.wordpress.com/upgrades/#refunds
    Note: It takes from 1 – 2 weeks for the refund to be received.

  • Unknown's avatar
    chellelouwallace · Member ·

    Thanks so much, but I have gone over the 30 days, because I kept persisting with making contact and didn’t realize this option was available to me.

  • Unknown's avatar
    chellelouwallace · Member ·

    Is it still the case that WordPress will not respond to emails unless you have paid for an upgrade?

  • Unknown's avatar
    timethief · Member ·

    Hi again,
    I’ll tag this thread for a Staff response. Please subscribe to the thread so you are notified when they respond and please be patient while waiting.

  • Unknown's avatar
    chellelouwallace · Member ·

    Thanks…I’m new to WordPress and forums. If I could share my thoughts with a staff member that would be great. The one and only email I got from them responding to my request asked me to let them know if I wanted to exchange. When I went to reply I couldn’t. It took me a good hour to discover a post on their support page saying they were only responding to upgraded customers. I continued to persist with emailing, assuming with their high regard for customer service, WordPress would at least allow me the courtesy to complete a conversation that had already started. I would like to upgrade, and I no longer want the soundcheck theme. I did not realize that the more simple, cleaner sites could accommodate musicians, and assumed the soundcheck blog was ready to go as is. I am reluctant to upgrade until I feel confident that I will receive reasonable support. I am a Career Practitioner and would like to master WordPress, so I can support my clients to purchase and use it also.

  • eurello · Staff ·

    Hi there – I’m very sorry this happened. You should have been able to reply to that thread. For one thing, you do have a paid upgrade, and even if you didn’t, we certainly don’t block people from replying to conversations that have already started.

    Do you recall exactly what happened when you tried to reply Nick’s email? Did you get an error message?

    I see that you did initially request a refund well within the 30 day period, so I’ll ask our Store team to see if they can go ahead and refund you that $75.00. Or, if you plan to purchase other upgrades anyway, I can give you $75.00 worth of credit toward those myself and cancel the theme.

    Please let me know which you’d prefer!

  • Unknown's avatar
    chellelouwallace · Member ·

    Hi eurello… Thanks so much for replying. What a relief. Yes I would be happy with credit. I would like the $99 dollar upgrade, which I am hoping will give my what I need, would be great though if you could guide me. I would like a clean site like oxygen or autofocus. I am using it primarily for a combination of photography and music. So I am wanting to embed music and video, without people having to leave the site. I would also like the option to sell products from the site, but this is not essential. If the two sites I have mentioned do not allow for this, could you recommend any. Thanks again. Chelle

  • eurello · Staff ·

    Hi Chelle – Ok, I’ve removed the theme and given you $75 worth of credit that will automatically be used toward the $99 when you purchase the premium upgrade.

    As far as which theme to use, with the premium upgrade, you can embed music and video on any of our themes. For selling products, you’re welcome to sell your own work on your site and can install a simple PayPal button with any theme:
    PayPal

    I think Autofocus and Oxygen are both really nice themes, although Oxygen can be a bit complex to set up initially. If you like the photo-heavy front page of Autofocus, you might also take a look at these:
    http://theme.wordpress.com/themes/spun/
    http://theme.wordpress.com/themes/yoko/
    http://theme.wordpress.com/themes/fontfolio/
    http://theme.wordpress.com/themes/visual/
    http://theme.wordpress.com/themes/hatch/

  • Unknown's avatar
    chellelouwallace · Member ·

    Thanks for that I went with yoko and upgraded and have already stumbled on a problem and cannot access live chat. In my early attempts the first blog I created seemed to automatically take on the name of my email address (Chellelou.wallace) or maybe I did this by accident. I then created another blog with the name I want My Figment (the name of my band). The upgrades I assume we’re attached to the chellelou as this was my primary and anyway this is the one I have begun to customize and I am liking the look. I have attempted a domain name, hoping to change chellelou to Myfigment.com. Although a note said it was taken it seemed to allow me to complete the action, but don’t think it worked.
     
    Can you tell me the best way to swap the names of my two blogs around so the myfigmentmusic address is primary and attached to the yoko one. I thought of deleting the Myfigment address so I could then pick it up again if i was to change chellelou, but was worried I would lose the name altogether. Once this is secured as my primary site i would like to make it myfigment.com or if this is not available, myfigmentmusic.com. 
     
    Can you help me with this.
     
    Big thankyou
     
    Chelle 

  • eurello · Staff ·

    Hi Chelle – Live chat is only offered with the Business upgrade, but I’m happy to help you out here. :)

    You currently have two blogs in your user account:

    http://chellelouwallace.wordpress.com/

    and

    http://myfigmentmusic.wordpress.com/

    Your upgraded blog was http://chellelouwallace.wordpress.com/ . I’ve moved your upgrades to the http://myfigmentmusic.wordpress.com/ blog, as I believe you wanted. If not, just let me know. :)

    I note you’ve purchased mapping for myfigment.com but that domain is already owned by someone through Register.com. Did you buy it from them or only from us?

    I set your domain credit back to new. If you do own myfigment.com, please register the mapping again in the same way and then you’ll need to update your name servers to point here. If you don’t own it, you can register any of the following domains through us, all of which are available:

    myfigmentblog.com
    myfigment.co
    myfigment.org
    myfigment.net
    myfigment.me

    You can register the domain by following these instructions:

    Register a New Domain

  • Unknown's avatar
    chellelouwallace · Member ·

    Hi Eurello

    I followed the instructions…which was exactly the same as I did yesterday and exactly the same thing happened…it is asking me to pay $26. I do not recall purchasing mapping. I’m not sure what that is. When I tried for Myfigment.com it did say it was taken. Since then I have been trying to purchase Myfigmentmusic.com. If I somehow purchased mapping (could you explain what this is), would this be part of the problem I am experiencing. It does say prior to the payment fields that come up when I try to register…Error validating domain credit (something like that). Would really love to get this sorted.

    Thanks for your help chelle

  • Unknown's avatar
    raincoaster · Member ·

    Domain mapping attaches your custom domain to your WordPress.com blog. If you don’t do it, the domain goes nowhere.

  • eurello · Staff ·

    Hi Chelle – That’s all normal, except you shouldn’t get the error message about the domain credit. I tweaked something on our end. Can you please try it again by following these instructions:
    http://en.support.wordpress.com/domains/register-domain/#instructions-for-registering-a-new-domain-for-your-blog

    I’ve added $26 in credits just in case the free credit doesn’t work again, so you can go ahead and register the domain regardless. Either way, please reply here once you have, so I can make sure it’s properly attached to your upgrade package. :)

  • Unknown's avatar
    chellelouwallace · Member ·

    THanks Eurello

    That seemed to work, however, I thought the address would just be .com not .wordpress.com. Is there something else I need to do for this to happen? I can imagine I will have a lot of questions as work through the process of getting this web site up and running, so just wanted to confirm that these support emails are part of the package.

    Hoping there is a way to make my domain just .co
    Thanks Eurello

    Chelle

  • eurello · Staff ·

    Hi Chelle – Yes, it just needed to be made primary. This is all set now:
    http://myfigmentmusic.com/

    Let me know if you have further questions!

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