Hello,
We are a freelancer agency and are very happy we found Envato, however, sorry to say but the support from the authors is terrible 
Hey there and welcome to the community forums! We’re very sorry to hear about your experience and must say that this doesn’t happen to often. When purchasing an item from the marketplaces you are entitled to 6 months included support which can then be extended further, you can read all about this in the Item Support Policy. This being said, if you purchased an item that is advertised as being supported and the author is not providing any support, you are entitled to a refund and can apply for one by using this link or getting in touch with Envato Help and Support for further assistance and clarification.
Cheers!
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