I’ve had a similar experience on a few different occasions. I agree with UI20 , at the very least Envato should make it clear support is not part of the deal. People need to understand at $25-$35 per theme (of which the author gets on average about half), they’re paying a tiny percentage of the development costs for theme. Just an hour or two of tech support can put the author in the red.
Even better, Envato should provide a mechanism for buyers to pay extra for support.

