The supposed support that you hire with the template is bad. I have a week without receiving an answer
Sorry to hear this, however you should know that you do get 6 months of support included once you purchase the theme. Also we could not locate any request created from your Envato username. We do see that you are registered at our help center but missing a request. So if you do possibly have one please provide us with your request ID or simply submit a request at our help center and our support team will be happy to help.
We do hope that this will be resolved and that you will reconsider your rating.