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Sara_p says
Who runs a company and not checks their board for 12 hours on a Monday?

I suggest also to wait 24hours because authors have a different timezone…maybe for you is the 9am, but for the author is the 3pm…

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PaddyTaylor says

Firstly – We do not work directly for TF in any way.
As Sara said there are possibly timezone issues also however:

1) “It should be very likely that if I can’t get any support for 13 hours, I should be able to get my money back”

It clearly states in the T&C of Themeforest purchasing that support is voluntary at any stage meaning that it is not really reasonable at anytime to get a refund let alone on an international site after less than 24 hours.

2) explain the process on YOUR site (I don’t care who the author is) after purchase it says to insert the product verification and then it say I will get an email to register- why wasn’t that done?”

Entering that is info for access to support IS THE AUTHOR NOT THEMEFOREST

3)”I was told in writing on your themeforrest website that I would have access to a support forum- WHERE IS IT ?”

This I am assuming was on the product page and therefore the responsibility of the Author not the network. It does not seem to say you will get support immediately especially as they may be in a totally different time zone. Also I would reiterate this is a bonus from the author and not a requirement therefore it should be something that is greeted with gratitude rather than anything else.

4) “who is going to provide me with support?”

If you take the tone in which the original post was made I would imagine that noone will provide you with support.

I think there are some major points being missed here.

1) If you have read the documentation as is advised by all authors then I am almost certain that it would have told you how to install the dummy content and make it look the same as the demo

2) Support is not required in any way by the author (no matter how much the buyer may think it should be) and only by Themeforest if the theme is faulty or broken – NOT as a direct result of the buyer failing to have the necessary technical ability to achieve what they want.

3) Buyer share are purchasing a “theme” – at a fraction of the cost it would be to have it built privately. They are not buying 24/7 support and Wordpress tutoring

This is not meant in any way as an attack on anyone – it is simply to clear up the network’s rules etc that we abide by when buying or selling here.
I hope that clears things up a little for you and that you receive an email form the author soon.

My best advice is to be patient and to take a more grateful and polite attitude with the author or else you will get nowhere with them. Good luck.

P.s if you are that desperate to get it up and running before they reply to you and really cannot handle the set up required I am sure you could find a good freelancer on here to help you.

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Sharonmf says

If you take the tone in which the original post was made I would imagine that noone will provide you with support. My best advice is to be patient and to take a more grateful and polite attitude with the author or else you will get nowhere with them. Good luck.
WOW how dare you speak to a customer in that tone and suggest I am not going to get the customer support promised on this site. I want to speak to a manager, please provide a phone number. Instead of trying to resolve the porblem, you had the nerve to lecture me and continue to make excuses. Great webisite you have here!
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purethemes says

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organicbee says

WOW how dare you speak to a customer in that tone and suggest I am not going to get the customer support promised on this site. I want to speak to a manager, please provide a phone number. Instead of trying to resolve the porblem, you had the nerve to lecture me and continue to make excuses. Great webisite you have here!

you do know he doesn’t work for this site right?

this is just a general forum, he like you, is just another buyer

if you have a problem with a particular theme not working like it spouse to you can contact support http://support.envato.com/ but remember they will test the theme and may determine its user error for not working(and not give a refund) but if its legitimately not working action will be taken.

also as stated by other support isn’t guaranteed or required by any author, though many here give awesome support, it is not a requirement. You are purchasing the theme not the full services of the author

and as stated before 12 hours isn’t that much time for a reply 24-72 hours is more like the correct response times, you cannot expect someone to support a theme 24 hours a day all day everyday, authors aren’t robots just average guys/gals like anyone else well except Ivor’s an exception

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PaddyTaylor says

As explained in the first line of our previous post we do not work for Themeforest.

We are not making excuses – we were trying to clarify the responsibilities and T&C of the site.
Nothing we said was meant rudely we simply thought that if the author is going out of their way to offer a service for free that is not even a requirement – that it is a generous act.

Good luck

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mazoor says

Please anybody, just give him a telephone number. This is so ridiculously funny. The best part is where he…¬†or she, even funnier… wants to talk to the manager of a site he is part of and does not even understand how it works and makes up his own rules. The customer usually is the king, but he puts himself into a position of a god. Let him talk to the manager of a site of almost 2 million people. Please let us know how it turned out. I’m dying.

Here’s the contact information I found on Envato.com, which themeforest is part of. The CEO is Collis Ta’eed Postal Address
Envato
PO Box 21177
Little Lonsdale St, Melbourne
Victoria 8011 Australia

Street Address Envato
Level 13, 2 Elizabeth St, Melbourne
Victoria 3000 Australia

Telephone
+61 (0) 3 8376 6284

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Dream-Theme says

WOW how dare you speak to a customer in that tone and suggest I am not going to get the customer support promised on this site. I want to speak to a manager, please provide a phone number. Instead of trying to resolve the porblem, you had the nerve to lecture me and continue to make excuses. Great webisite you have here!

You’re cute!

Try at least to read Envato Membership terms or something… Rare author can physically respond within 12h. If such support request was written to us and in this tone – you’d got permanent and life-long ban.

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doru says

all my respect to PaddyTaylor. bravo!

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wptitans says


If you take the tone in which the original post was made I would imagine that noone will provide you with support. My best advice is to be patient and to take a more grateful and polite attitude with the author or else you will get nowhere with them. Good luck.
WOW how dare you speak to a customer in that tone and suggest I am not going to get the customer support promised on this site. I want to speak to a manager, please provide a phone number. Instead of trying to resolve the porblem, you had the nerve to lecture me and continue to make excuses. Great webisite you have here!

Is this real, or are we experiencing a CfH story :D.

Unbelievable that this is still happening in 2012.

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