Since my last review all support messages have included the name of the support team member. It's really positive that the theme author listens to constructive feedback.

Past review:
This is an exceptionally capable theme, we run two licensed copies. But, support runs very differently to most themes and plugins in that the team members [never] sign off with a name, so you never know who you're dealing with.

At times the responses are often disjointed and at complete odds with other statements, and on many occassions we have been told the theme doesn't support a particular feature, and we then find out it does, it's like someone else has developed the theme, and the support team doesn't understand what it can and can't do. We often hear "it's not a problem with our theme or plugin", then we find out it is and someone else on the team fixes the issue - but lots of time gets wasted in between.

We've found that at times you have fantastic support, and at other times it's some of the worst I have experienced. There appears to be one person particular team member who dismisses everything, only for the same issue to be acknowledged and resolved later by someone else. As your support team never includes a name in their responses, that one bad egg can make the whole team look bad.

Given our long term experience with Envato, it is very unusual for support team members to not sign off with a name; including a name makes communication more personable and professional.

Think of it like this, from a customers perspective you either have a great support team with perhaps one bad egg that doesn't like his job much, or you have only one support team member who has multiple personalities that is sometime helpful, and at other times couldn't care less.

Think about it, and think about signing off with a name or agent number as a reference to who responded.

If it doesn't improve very soon, we'll start looking at other theme options for these and future projects.