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designcise says

One of my support tickets have gone unanswered for 10 days! I sent a complain to support and that ticket has gone unanswered too, for like 3 days now. Support people have always been really fast and good, don’t know what’s going on. :\

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KingDog Envato team says

Sorry to hear that. There was a complete revamping of the support system recently. Not sure if that has something to do with it. Of course, now it’s the weekend :P

If you don’t hear back by Monday email me with the ticket # – travis at envato dot com.

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designcise says

Yes, that’s what my first guess was because the confirmation e-mail I received upon submitting the second ticket had a different font and a totally different ticket number syntax.

Anyway, thanks a lot for replying, will make sure to drop you an e-mail if I don’t hear from the support people.

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designcise says

it’s been about 25 days now .. hello?

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TutelageSystems says

That definitely isn’t very good. Have you tried tweeting them on their twitter page? I’ve had to do that before.

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designcise says

i dont think they’re taking this very seriously just because i’m not creating a big fuss about it. they’re very quick to jump on authors when they do something wrong but when it comes to them, they have every justification in the world and so far no resolution to the matter.

i don’t think tweeting is going to get their attention either. envato became successful because of it’s quality file selection process and support, and i never expected to see one or the other lacking in quality, not until now. it’s a very sorry sight.

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WebSmacker says

You are not alone in feeling this way about support here. I emailed them a month ago about an author that is marked as “exclusive” but yet they are selling the item on their own site clearly in the live demo. Just go to codecanyon and search for [name removed]. How is this fair for other authors??

[Please don’t call out other authors on the forums. Please continue to contact Support. Thanks!]

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Siddharth Envato team says

Please contact Travis at the email above or me at sid at envato dot com with the ticket details and I’ll try to see what’s up.

I know it’s frustrating but as Travis mentioned, our support system went through an upgrade and it’s quite possible the system ate the ticket. I know it’s no excuse though and we do immensely appreciate your patience.

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designcise says

@siddharth .. you think i didn’t already do that? i’m sure travis did as much as he could, but i still didn’t get any update on my support tickets. the people at the envato hq need to be nudged a little.

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KingDog Envato team says

In some cases a ticket might get moved to other departments other than support. These may take a little longer due to the size of the team or the complexity of the ticket. Trust me, I’ve been nudging a little :)

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