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FamousThemes says

Imagine this scenario:

You are going to a big furniture shop, and see an amazing furniture with a lot of blocks and modules, nice colors and perfectly for you house. You decided to buy it and get the pack unmounted with some instructions on how to do it. Ofcourse you are a doctor and do not know how to assemble furniture. The corect way is to hire a carpenter to do the job for you or the wrong way is to go to the store and say I cannot assemble I am a doctor and I want my money back.

Don’t want to sound bad, but the simplies way with authors that do not offer support or are busy, is to find another person to do the job for you.

You can post here on forum for some help, or on microlancer. I am sure you will recevice not 1, but a lot of replies to your request. There are users that will help you no mater if they are or not the theme creators.

Good luck.

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Themewaves says

Sometimes Elite authors retired and need some vacation. I think main theme feature changing is not a support. If that existing feature not working that’s Support!

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Darinka says
In my mind, support is:
  • fixing bugs (this is a must)
  • helping, when customer changes something and things break (this is more like a courtesy, because most of these issues arise from customers making a mistake, breaking a code, not reading documentation properly)
Customization is NOT support. It’s (usually per-hour) contracted work.

But in this case, the buyer complains about something broken in the theme, some bug, which is not his fault. The seller states he’s providing support, but is not reachable for many days (or weeks apparently), without any notice. Well… if I’m not temporarily able to provide support, I’ll let it know on my profile page. He’s an Elite author, he probably has enough experience to know this, before he gets angry one-star ratings. So.. let’s hope it’s nothing serious.
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ait says

If the author is on vacation and you have a deadline why don’t you hire a web developer? If it’s a small bug you’ll get it fixed in no time.

Please also consider that themes sold here won’t be supported forever. There will be a time when author decides to stop supporting the theme. Check out the following thread: http://themeforest.net/forums/thread/lifetime-free-theme-updates/104160

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Darinka says

He probably doesn’t want to pay for what should have worked.

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wordpress-premium says

Elite Author is just a badge. No need to take it serious.

4203 posts Community Mod Building awesome stuff for your mobile devices!
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Enabled Volunteer moderator says

Elite Author is just a badge. No need to take it serious.

\\

I’d give you my two cents on what you said… but the GIF above says all that’s needed.

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T20 says

I think buyers before purchase should Careful to author rating, latest comments,... or updates :)

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dunhakdis says

Off topic..

What I feel when lot of buyers asking for customization and they call it ‘support’.

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-bianca- says

Off topic..

What I feel when lot of buyers asking for customization and they call it ‘support’.

If you really feel that way then…..stop hitting yourself, it’s unhealthy ;-)

Ontopic:
Buyers need to learn that support is not manditory and also what is considered to be support (and what is called a customization) in case an author does provide it. If authors do advertise to do so they should provide support (still not customizations). If an item is buggy the line to follow is author-support-forum. The forum is for help of course not for ranting about. Also some authors should learn that not all buyers are alike and the attitude they put up towards buyers on the forum do them more harm than good.
As a member for nearly three years I noticed a change in type of authors and type of buyers. I think the Envato business model can be slightly adjusted to that. Last but not least to keep it relevant for this post: If an author goes on holiday or something it does not hurt to leave a quick comment on the profile page. Of course it’s their call but that’s what I would do.

To TS: Do you still face issues? Did you contact support. Is there anything else the community can do for you on here? Goodluck.

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