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Allworth says

Over a month ago I purchased a WordPress theme called [name removed – forum rules] from an elite author named [removed].

He offered great support. Suddenly, he vanished into thin air. After viewing the comments on some of his other themes, the same thing happened—no support.

Someone made a comment on one thread that he’s apparently on vacation. However, it’s now been at least 28 days (4 weeks) since his last comment on the “questions” tab of his theme. Many purchasers are getting very concerned that this author has not returned. Who knows he may be sick or something else bad may have happened to him.

When customers see an Elite Author we expect a high level of professionalism and support from that author. When we see good customer support and high rating, we use that as a criteria for our purchasing decision.

I have contacted Envato support twice now but they give me the runaround that “Envato does not support theme” type of answer. Basically this is not helpful.

The point is this: Envato needs to do something about situations like this. Thousands of customers have purchased this author’s themes and now they are twisting in the wind with no support.

Envato, the days of selling WP themes “as is” are over. WordPress changes so much that support is essential from a theme author and even more so from an “elite” author.

It’s time to change authorship policy to offer support. If not at least offer a refund buyers a refund. Even a 60 day refund policy would be acceptable.

Envato please help!

-a concerned customer

148 posts
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loveetc says

What kind of support you are looking for? Has your theme stopped working? If that’s the case, you can contact Envato with some kind of proof and they might help you get a refund.

649 posts
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  • Sells items exclusively on Envato Market
+1 more
ChapterThemes says

1. You can’t put author links in here.

2. Support isn’t required.

3. Don’t start another one of the million same threads about support. Take it up to the author

10 posts
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Allworth says

I asked a simple and honest question about support and someone has already flagged my post as being inappropriate.

10 posts
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Allworth says

1. You can’t put author links in here.

2. Support isn’t required.

3. Don’t start another one of the million same threads about support. Take it up to the author

1. Sorry I didn’t know I could not put author links here. The link was so Envato staff could investigate this issue. How else can the problem be fixed if we don’t know who the author is?

2. Support isn’t required? Of course it is. That’s at the heart of what my post is about.

3. Did you even bother to read my post? The author in question is missing in action. There is no way to CONTACT HIM!

4. Your callous and rude response will ensure that I never buy any of your products or services.

10 posts
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Allworth says

What kind of support you are looking for? Has your theme stopped working? If that’s the case, you can contact Envato with some kind of proof and they might help you get a refund.

Myself and others have documented bugs with the author’s WordPress theme. We would like to see those bugs addressed and fixed.

The elite author of this theme has not answered any support questions for 28 days now hence the reason for my concern.

649 posts
  • Has been part of the Envato Community for over 3 years
  • Has sold $10,000+ on Envato Market
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+1 more
ChapterThemes says

Well you’d really mis out not using my services :)

It’s not meant to be rude ( you interpret it that way ), it’s just the way it is. And no, support isn’t required.

there are hundreds of these same posts. It just has no use.

Contact the author and if that fails after several attempts, just contact envato support and tell your story. The public forum is no place for sorting out issues with a particular author – logicall.

If someone is advertising support with their items and they don’t respond, contact envato support.

Point is, these threads are useless and may harm the general community which has a lot more good author’s than bad ones.

3711 posts Ruben Bristian
  • Sells items exclusively on Envato Market
  • Elite Author: Sold more than $75,000 on Envato Market
  • Has sold $750,000+ on Envato Market
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KrownThemes says

2. Support isn’t required? Of course it is. That’s at the heart of what my post is about.

Nope, it’s not. There isn’t any note in Envato’s TOS which obligates authors to provide support.

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Allworth says


I asked a simple and honest question about support and someone has already flagged my post as being inappropriate.

For the very reason ChapterThemes said: “You can’t put Author links on here” and that also goes for bad mouthing Authors by name. It’s not professional.

Please remember that Authors are people not robots.

The Author in question may have a personal issue or reason for not being able to respond to you so please do not take it personally.

If your issue is that the theme is broken, then as suggested please contact Envato Support.

If you require help setting up a theme and you can’t get in contact with the Author then why not post what you are trying to do here and someone else might be able to help.

If you require a theme customization then why not look for a freelancer on the Microlancer site (link at bottom right of page).

This is a general comment to all buyers not just you…

Please remember that you are buying a theme or template, you are not buying time or any form of commitment from the Author. Most Authors provide quality support for free even though they are not required to.

This is my first time posting here. It was a honest and innocent mistake. I can’t believe the defensive and near hostile responses that I have gotten here for having the temerity to post a question about an elite author that has gone missing in action and no longer supporting his theme as he has promised on his page.

There is indeed a bug in the theme that I would like addressed as I have mentioned in a previous post.

I’m not taking anything personally. I just want some support for what I purchased. Authors need to be considerate of their customers and if there is a personal issue they should post something to that effect to let everyone know.

The elite author in question has sold thousands of WP themes and should have the courtesy (and resources hopefully) to at least be honest to post what his status is re: support or hire a virtual assistant to do the same.

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Allworth says

Well you’d really mis out not using my services :)

It’s not meant to be rude ( you interpret it that way ), it’s just the way it is. And no, support isn’t required.

there are hundreds of these same posts. It just has no use.

Contact the author and if that fails after several attempts, just contact envato support and tell your story. The public forum is no place for sorting out issues with a particular author – logicall.

If someone is advertising support with their items and they don’t respond, contact envato support.

Point is, these threads are useless and may harm the general community which has a lot more good author’s than bad ones.

As I have mentioned this is my first time on these forums. I had no idea that there are hundreds of similar forum posts. I didn’t mean to spam you or bother you. I just want my theme to work properly :)

Obviously, lack of support for WordPress themes on Themeforest is an ongoing issue that hasn’t been addressed given the alleged hundreds of posts on this issue.

I’ve learned a lot about Envato today and this will help inform my future purchases.

Helpful Information

  • Please read our community guidelines. Self promotion and discussion of piracy is not allowed.
  • Open a support ticket if you would like specific help with your account, deposits or purchases.
  • Item Support by authors is optional and may vary. Please see the Support tab on each item page.

Most of all, enjoy your time here. Thank you for being a valued Envato community member.

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