So it seems my reply to this thread has ruffled a few feathers (e.g. I’ve had some emails from a few stacks/theme developers saying so).
I know should have bought this up here first in private, instead of replying publicly and for that I’m honestly sorry.
However. I still stand by what I said.I believe these customers have not been treated correctly. It’s bad that customer are asking for a refund (for a product they can’t get to work) and are not being given one . This reflects on all developers (including us) in the RapidWeaver community badly.
When was the last time you asked for a refund online or in the real world and didn’t get one? Wouldn’t you be pretty annoyed if one wasn’t given when you’d repeatedly asked? (especially if you couldn’t get the product to work). I know I would be.
None of us are perfect and I know I’m not, but if a customer asks for a refund I always, always give them one. Even if they manage to resolve the issue we often offer a refund as a good will gesture. This goes a long way, and we’ve found customers are more likely to purchase from us again in the future.
I hope this clears things up a little.
EDIT: The public thread has now been closed and is unlisted on the forum to protect everyone involved. I would however, still like to suggest that all developers (if they are not already) start offering a 30-day money back guarantee or similar.