Can't Seem to Get Support I Paid For!

Envato Customers Purchases and Subscriptions
1

I am having trouble with my Listify theme and purchased 6 months support on 12/3 and submitted a support request. I have heard nothing… can’t find a support ticket anywhere and am frustrated and more than a little pissed off about this. Where do I find my support and how can I actually get in touch with someone live? Submitting more requests seems futile despite doing it anyway. HELP!!!

2

Hi,

Hope you have submitted support request through the right channel.

How to contact an author to get support or for any technical query:

Thanks

3

I notice that support logged into my website through the admin account I created for them. To date, even after the second submission on the 9th, they have yet to log into the site or to reply to me in any way other than a generic response on the 9th giving me a ticket number.

4

I paid you for the support… not the author… how do i get the support I paid for?
If I need to get support from author, how do I get the money I wasted on you guys?

5

So, I resubmitted my trouble ticket at around noon on Saturday. As of this moment, I have only received a generic response giving me a ticket # of 3407608. That came to me shortly after submitting the ticket the second time. I set up a special admin user account for them to use and as of this writing, the support team has never logged into the account. So, from this paying custtomer’s perspective, your statement about aiming to reply to support requests within 24 hours during regular business hours is nothing but words. Would it help if I submit the request again today and every day until I get some help? Would appreciate some guidance as to how to get my issues resolved as simply submitting a support ticket doesn’t seem to be getting the job done.

6

What a joke… I got an email back and the person said the issue was resolved. I checked and they had not logged in and the problem was EXACTLY THE SAME as it was before… WTF?

7

I don’t know the background and I think it will be better to let them know it is not fixed.

1 Like
9

I understand your frustration, and it can be frustrating when you’re not receiving the support you’ve paid for.

  • If you’re not getting the support you paid for, consider requesting a refund through the platform where you purchased the theme. Be sure to provide details about the lack of support in your request.
10

I would normally do that but the problem is… I need the help to fix what’s wrong with my site… what are my alternatives?

11

@TimothyMiles

Your options are as follows:

  1. You like the script concerned, but you feel that you have not got the support you paid for so you can ask for a refund. HOWEVER, bear in mind that if the theme is not working on your website, it might not be a theme issue. You could have any problems with other scripts not related to the theme at all causing the issues you think are there.

  2. You like the script, but you want to get it working as you would expect it to. In which case your best option is to reach out to some respected forum members, and see if they can assist you with the problem.

You have not given an example of what the problems are, nor a URL for people to even look at.