4 posts
  • Bought between 1 and 9 items
  • Has been a member for 1-2 years
klaus2go says

I purchased the Digon them from imaginemthemes.com. I ran into trouble and went to their support forum for help. I as shocked. The theme is very well documented but the support forum is on dysfunctional mess that makes me regret my purchase.

I’ve reached out to them twice and got no reply.

After hours of tinkering with their forum I was finally able to post an entry but it doesn’t show anywhere.

I recommend whoever is in charge at the Themeforest is having a conversation with those guys. I am really shocked by how someone can be so diligent in their coding and then so terribly sloppy in their support.

23 posts
  • Exclusive Author
  • Has been a member for 1-2 years
  • Sold between 100 and 1 000 dollars
LTT_Webdesign says

Support isn’t mandatory, if you’re struggling and the author won’t help you can hire a freelancer

407 posts
  • Bought between 1 and 9 items
  • Europe
  • Has been a member for 2-3 years
PaddyTaylor says

Unfortunately authors on here are in no way required (nor can TF enforce) to provide any for of support.

Whilst many authors do offer exceptional support the general thought process of a marketplace such as this is that anyone buying the files has a reasonable level of knowledge to either modify the themes themselves or that they are prepared to hire a freelancer to help them – hence the extremely cheap cost of the advanced files.

As it happens that author appears to be responding v quickly and with great success on the item page so perhaps try posting your issues there.

Good luck

3114 posts
  • Sold between 5 000 and 10 000 dollars
  • United States
  • Bought between 10 and 49 items
  • Has been a member for 3-4 years
  • Exclusive Author
chrisakelley says

I purchased the Digon them from imaginemthemes.com. I ran into trouble and went to their support forum for help. I as shocked. The theme is very well documented but the support forum is on dysfunctional mess that makes me regret my purchase.

I’ve reached out to them twice and got no reply.

After hours of tinkering with their forum I was finally able to post an entry but it doesn’t show anywhere.

I recommend whoever is in charge at the Themeforest is having a conversation with those guys. I am really shocked by how someone can be so diligent in their coding and then so terribly sloppy in their support.

As @LTT_Webdesign you’re purchasing a theme not support for the theme.

Support is not required at all, but most authors give awesome support, hire their own staff, use there servers for forums etc.

Also remember this is a global market so the author maybe sleeping, on holiday etc, and not all authors do this full time so it may take upto a week for them to respond(rarer cases)

3362 posts
  • Elite Author
  • Sold between 250 000 and 1 000 000 dollars
  • Community Moderator
  • Bought between 50 and 99 items
  • Referred more than 2000 users
  • Has been a member for 3-4 years
  • Repeatedly Helped protect Envato Marketplaces against copyright violations
+4 more
sevenspark Volunteer moderator says
4 posts
  • Bought between 1 and 9 items
  • Has been a member for 1-2 years
klaus2go says

Of course I wouldn’t expect support unless it would have been offered by the developer(s). But they have an support forum and ask people with questions to go to it.

I registered and signed in and keep seeing a “sign in” button giving me the impression that I am not signed in. Right above that is my username that shows that I am signed in.

When I try to navigate to the post I left I get to see that I left one post but no link or information where it is. When I search for it I don’t see my post either.

Thanks to sevenspark I know can see it :)

I tried this in multiple browsers to make sure this is not some browser specific problem but the forum seems to have functionality problems.

And of course I am not trying to get help with anything I’d ask a coder to do. My questions are tied directly to the functionality of the theme.

People work in different time zones but 2 1/2 days of silence in the middle of the week is a little odd to me.

419 posts
  • Austria
  • Bought between 1 and 9 items
  • Exclusive Author
  • Has been a member for 2-3 years
  • Microlancer Beta Tester
iHelp says

Is and has always been the author’s choice. Authors that support well get the fruits of their work back soon enough; same goes for the other ones. In the end it’s every person’s individual choice; I am sorry for your lack of satisfaction, but bashing on a public forum threatening to report them to the authorities is by no means necessary.

Patience is a virtue, we’re all human beings!

4 posts
  • Bought between 1 and 9 items
  • Has been a member for 1-2 years
klaus2go says

I don’t think anyone has threatened to report them to the authorities. I certainly don’t want to sound unreasonable but I think they are having a problem they need to look into. This includes how their support forum works and how they (not) communicate.

I also think that Themeforest has something at stake here because not every customer might fully understand their role. Do you do any quality control? Are there any guidelines for vendors?

Again I don’t want to be unrealistic. Yes we are all very human and things can go wrong. It’s all about addressing them and moving on.

I am sure the developers I am struggling with would fix any issues they are aware of. I just doubt it’s on their radar at all. That’s just my best guess…

1644 posts Multimedia Artistry
  • Author had a Free File of the Month
  • Has been a member for 3-4 years
  • Referred between 100 and 199 users
  • Bought between 10 and 49 items
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  • Most Wanted Bounty Winner
  • Elite Author
  • Sold between 100 000 and 250 000 dollars
dnp_theme says

Patience is a virtue, we’re all human beings!

A one man team, most of us here are, this thing can happen.

65 posts Siiimple
  • Author had a Free File of the Month
  • Elite Author
  • Sold between 100 000 and 250 000 dollars
  • Exclusive Author
  • Has been a member for 3-4 years
  • Referred between 100 and 199 users
  • Bought between 100 and 499 items
  • United States
Siiimple says

There’s only so many support tickets that a seller can get to on a daily basis. I would imagine that there are many requests from many buyers, some take more time to handle than others, but most all require a reasonable amount of time – and because of that – some tickets take longer to be addressed than others.

But I’ve noticed a few trends from certain buyers, many from “design studios”, who take advantage of the seller – demand support, threaten poor ratings, and essentially push the brunt of their contract work onto the theme developer. They buy the theme, use the theme seller as their unpaid employee to get to their site fully up and running for their client. I’m not suggesting that is what you’re doing – I’m certain you’re not. But I can just say that there are many reasons sellers may choose not to offer full support 24/7 support for every item they sell.

At the end of the day, it’s a fairly inexpensive item. Many of these themes are exceptionally complicated – yet perfectly affordable and accessible. Truly, having full support for a $45 theme is really a tremendous benefit and probably worth 10x what the theme itself costs.

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