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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.

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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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Codevz
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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Moderator
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wordpress-premium, I appreciate your nice words, but I must inform you that you should keep your “kind words” to yourself, as it’s against forum rules. Thanks

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