paying premium customer frustrated with limitations of the expensive upgrade.
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My site is hosted by registar.com but I cannot upload a custom theme because something is wrong. Perhaps wordpress.com is currently hosting my site so I do not have the option to upload the custom theme that I just purchased but I would like to upload a custom theme. I purchased the $99 upgrade so that I could have creative control over my site but it is still not giving me the option to upload a theme. I need this fixed and I would like to talk to someone so I can get it done or else I would like a complete refund and I will switch to a different website operating system.
The blog I need help with is: (visible only to logged in users)
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how can I talk to someone directly? didn’t I pay for support??? What does $99 get you if I cannot talk to someone on the phone. I would like a phone number for support.
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This is what is says in your own rules “Currently, however, private support is only available to those users who have at least one paid upgrade. However, if you do not have an upgrade, never fear! You can still receive help in the WordPress.com forums, as discussed above. WordPress.com staff are also active in the forums, helping all WordPress.com users regardless of upgrade.”
I have paid for an upgrade and support is not here. I understand there are a lot of us, but you took on the responsibility of dealing with everyone when you opened your service up to everyone. If you cannot provide the support that I paid for I am going to switch to a service that can.
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Hi there,
I’m sorry to hear that you are frustrated by certain aspects of our service. We do not currently provide any form of support via phone, however I am more than happy to help you through this format.
In regards to your request about your custom theme, even with the WordPress.com Premium bundle, we do not provide the ability to upload custom themes for security reasons. Custom themes can be written by anyone and could negatively impact every person in our entire system if malicious or even just bad code was included in a theme. As such, we don’t allow either outside themes or plugins.
You mentioned that you were interested in a refund. That is absolutely not a problem. We provide a 30 day no-questions-asked refund policy on all of our products except for domain names (which are only refundable for 2 days due to rules handed down by the registry). Since you haven’t purchased a domain name through us, your full $99 would be refundable through 2014-08-21.
Let me know if that is something you would like to pursue or if you have any other questions!
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I have another wordpress site and I can upload any theme that I download. When I log in and go to appearance>themes there are two tabs on top “manage themes” and “install themes”. With the install theme tab, I can get any theme I download form the internet that is compatible with WordPress. Ok, I have done it so don’t tell me I cannot do it.
On my other site, since I went through getting a free wordpress.com site first and then upgraded to a premium account, it is “self-hosted” by WordPress and therefore does not give me the option of installing a theme in the appearance>theme menu of the dashboard. BUT, I do not WANT my site to be “self-hosted”. I have purchased hosting through REGISTAR.COM and I want them to host my site so that I can have the option of installing the theme I purchased and changing the theme anytime I want. The “premium” upgrade tells you you will be able to do this. The theme I selected is here http://organicthemes.com/theme/bold-theme/. As you can see it is compatible for wordpress verison 3.5 +.
So, can you help me tell WordPress to stop “self-hosting” the site and get my site hosted on Registar.com so I can have the option to upload this theme. I mean I am really frustrated this has taken over a week to do because of the lack of prompt customer support.
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Let me please try and clarify a couple of things really quickly.
WordPress.com and WordPress.org are two different entities. WordPress.org is the set of software which you can download and install with hosts such as Register.com, etc. That is what is known as self-hosted WordPress. We at WordPress.com provide a hosted and managed version of WordPress that is more locked-down, however is also more secure (thus our removal of the ability to install themes).
We have a side-by-side comparison of the two right here: http://en.support.wordpress.com/com-vs-org/
In regards to your wishes about your site, I can cancel your WordPress.com Premium bundle and give you a full refund for it if you would like. If you have hosting with Register.com, all you will need to do is log in with your domain’s registrar, and change your nameservers over to theirs. Once you do so, you will be able to log in to your control panel and have the ability to install a theme like you are hoping to.
Let me know if you have any questions!
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The site is up and running our-universe.com
I had to create a WordPress database on register.com and connect before they could host my site and then I installed the bold theme.
Yes I would like a refund of the bundle but then I would like still keep the custom domain name mapping. Is it possible to do both transactions at once?
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You would only need to keep the custom domain mapping if you were planning on keeping your site here at WordPress.com. Judging from how our-universe.com is currently set up (pointed entirely at Register.com), you won’t be using our services in any way, so to keep the custom mapping would be a waste of money.
Of course if you’d like to keep it, I won’t stop you! I just would hate for you to spend money you don’t have to.
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OK, I am leaving the country and I won’t have internet so I need to close up this issue in the next two days. Thank you for your help. Did you refund my $99.00? Sorry for my late response, I am not getting emails when you follow up on this post. Is the money refunded? Lets take action. If you are sure I am not using the wordpress domain name mapping then you can refund the entire amount but I did map the domain name to the register.com site so I think I am using the domain name mapping. The last thing that I want is to break the site now. If you are sure taking away custom domain name registration will not break the site then refund the whole amount. If you are not sure, then refund all of the amount except the $13.00 or whatever that the custom mapping costs. Can I give you any information that will make you sure or unsure about the status of my website. Really, the website is complete and I want the customer service portion of this project to be complete too. Lets wrap it up as quickly as possible.
Thanks again
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I had not yet cancelled your upgrade as I hadn’t heard back from you. I have now and I double checked on your domain name, it is definitely not using any part of our system so I cancelled and refunded that as well.
The full $99 has been refunded to you and depending on your bank and their policies should appear back in your account in the next few days to few weeks.
I hope you have a great trip!
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