I tried make a contact with Ocean Themes to have a INFORMATION about a Wordpress theme (Mentor) customization - prices and payment method.
I received a answer asking me to write a suport ticket by internet; the support ticket demanded me purchase a new extend support or buy the theme again (twice) to have access to replies.
Although I received a reply by email, when replying to the message I received as a reply “we do not reply by email” (?)
I like to know if this is the way that Envato and your partners work;
If that’s the case, I’ll look for a programming professional to help me and I’ll expose this state of things on my social network, so that other people can draw their conclusions before purchasing website templates through Envato.
If you purchased the theme from envato market (themeforest) then you can ask support to the theme author and envato has rules and guideline for author support:
How to contact an author to get support for any Item issue or for any technical query:
If you have a valid support then you can get in touch with the theme author and the theme author is responsible to assist you for any technical support according to item support policy.
I can offer a customization service if you’re interested in to work directly you can contact me via this link or I can offer services at Studio as well if you’re OK to pay additional 30% service charges.