I recently wrote an article about making money designing themes on Six Revisions, and had a nice talk with Kriesi in the comments.
Basically he was saying that support is taking more and more of an author’s time, to the point where it’s 30% development and 70% support.
I was thinking about the problem, and wondering if a solution could be offering paid support. For example, buyers could pay a monthly fee and get access to a private support forum. But the downside is that once buyer start paying for support, they might feel entitled to it and start asking even more questions.
An easier way would be simply replacing item comments by individual item support forums. Currently, nobody is going to read through 10 pages of comments to see if their question has already been answered, so you end up having to repeat yourself a lot.
Outsourcing support could also be a solution. For example, someone could provide some support for an author’s theme for a monthly fee, or for a “per question” fee.
As themes (and Wordpress as well) get more and more features. What’s more, Wordpress-savvy users are probably already well aware of Themeforest, so we can assume that new buyers are more often than not going to be Wordpress beginners. So I think user’s support needs will only grow bigger, and I hope we can find a solution soon!