Refund required…but two days late!
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I purchased a new theme for my WordPress site, ‘Swell’ on December 10, 2016. I chose it for its ability to play video on the homepage.
Unfortunately, I’ve discovered that this video won’t play on a mobile or tablet – which to my mind, defeats the purpose!
This was not obvious from the description of ‘Swell’ at the time of purchase.
I appear to be two days late in requesting a refund, so the option seems to have vanished from my ‘manage payments’ section.
I hope you can make an exception in this case? I’ve been chasing info on the mobile video issues for some weeks, and I’ve only just become aware of this lack of functionality – I previously thought it must be me doing something wrong.
I’d be happy to swap to a different, paid for theme, which does allow mobile video, rather than demand a full refund.
Your help and advice is appreciated.
Many thanks
NickThe blog I need help with is: (visible only to logged in users)
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Hi, I see you posted about this in these forums about 3 weeks ago (was unanswered), but that you’ve only posted today (less than an hour ago) for assistance with this issue in the Swell Premium Theme forum.
Are you still requesting a refund or do you want to follow up on this issue with the theme author?
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Hi. Thanks for the speedy response. If the ‘Swell’ theme can’t play banner video on mobile or tablet, it’s a deal-breaker for me really. I’d rather find a theme that can do this, given how important mobile functionality is.
So…would you be able to tell me this definitively?
And if it can’t, can you recommend a theme that would suit my needs? And can I put the money I paid for ‘Swell’ towards this alternative theme?
Many thanks
Nick -
I cannot answer you definitively about your question, but I have tagged this thread for Staff assistance and you have now posted in the Premium theme support forum for Swell.
Do I understand that you want to get an answer about this issue first before asking for a refund? Refunds are normally given within 30 days of purchase.
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Hi again. Further research has pretty much convinced me that you can’t play a banner video on mobile with this theme.
So please can you arrange a refund? Appreciate I’m a couple of days beyond the 30 day rule, but as you can see, I have been trying to track down information on this issue for some weeks.
Many thanks. -
Looking at the Swell Theme Showcase support page, it does state:
Banner
This area displays text and a full-screen video that you set under Appearance → Customize → Theme → Banner. You’ll also want to set a background image here for when the video does not show on mobile devices.Staff will advise you about a refund and will reply as they work through the forum threads tagged for their attention.
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Thanks. That wording is ambiguous, however. And when you click the mobile and tablet items to preview how the homepage is displayed on these platforms, it shows the video – another point of ambiguity. The lack of functionality certainly wasn’t flagged in the description at the time of purchase.
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Hi Nick,
I’m going to respond to you here about the mobile issue as I think it will benefit other people looking for an answer to the same question :) But I’ll also follow up with you by email too.
I wanted to explain why the video doesn’t play on mobile devices. Mobile browsers don’t always have the type of code needed to play video backgrounds.
For this reason, all themes with video backgrounds also set fallback images for mobile — which is what you are seeing instead. So the problem is not with the theme but the browser itself.
I hope that helps to explain why the video hasn’t been playing.
I’ve sent a followup email to the email address on your WordPress.com account. Let me know if you don’t receive it.
Thanks!
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Thanks for your help Gemma.
Disappointing to hear that video backgrounds and mobile platforms don’t play nicely!
Looks like I’ll have to rethink this one…. -
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