themeforest experience

gistfile1.txt

So, on 10/13 I bought this theme on themeforest:

http://themeforest.net/item/sparkling-landing-page-32-variations/204623?ref=An1ken


I bought it because I wanted to customize the iPhone screen and app icon tags for our new app launch. The theme clearly states that layered PSD is included, but when I open the PSD all of the iPhone related work is flattened into one layer, so it's pretty much useless for my purposes. All I want is either a refund (and the language on the template page to be clarified) or the resources on multiple layers so I can do the work I intended.

So I left a comment for the theme creator:

  "I purchased this hoping to use the iPhone resources to promote our new app. I thought I would be able to just drop in new images with our screenshot and app icon, but it looks like everything is flattened into one layer (“Layer 7 copy 2”). Anything I can do?"


2 days go by with no response, so I open a ticket with themeforest and get this response from them:


  Hello robertboyd,

  Thank you for your message to Envato Support. We understand your frustration. Whilst we do encourage authors to provide free support (and so to generate better sales for themselves), the reality is that authors are not required to provide support and it is their choice to do so. This is one reason the files on the Marketplaces are so cheap. What we do try and do is to give the buyer as much information as possible regarding each item prior to purchasing and test the file thoroughly before we approve it for sale. 

  Also, have you tried asking your question on the forums (http://themeforest.net/forums)? There are always some members who are willing to give buyers a hand. I hope that this helps at least in some manner, if you have further questions please do not hesitate to contact us. 

  Warm Regards,
  Brad
  Envato Support Team

  Please note all tickets are closed when a reply is sent and will automatically re-open upon your reply to this email.

  Want quicker support? Follow us on Twitter: http://www.twitter.com/envato_support

  Want to provide us with feedback on how we've handled your ticket? Good or bad, we want to know! Let us know here:
  http://enva.to/censored

  Ticket Details
  ===================
  Ticket ID: censored
  Department: Envato Marketplaces
  Priority: High
  Status: Closed


owltemplates finally responds to my comment on the theme comments page:

  "Please message us via our profile page form so we can guide you via email as to how to edit it."

So I do -- and get no response for another 3 days, so I post another comment and email them via the website that turned up in Google, http://www.owltemplates.com/.

Then today I get this response in my email from owltemplates:


  Hi,

  Thanks for purchasing our theme. We can customize it as per your requirement. It will cost $55 and we charge advance via paypal to start work. 
  You can make payment to owltemplates.com@gmail.com paypal id and mention your email address in the paypal payment comment.

  I think you have also emailed us via themeforest where your registered email was different from the one you are sending this email

  Kind regards,
  Jt
  OwlTemplates.com Support

  > On Tue, Oct 18, 2011 at 10:45 PM, Robert Boyd <rboyd@myemail> wrote:
  > 
  > Hi,
  >
  >
  > I posted in the discussion thread on your item here: http://themeforest.net/item/sparkling-landing-page-32-variations/204623
  >
  > Can you assist me in modifying the iPhone and app icon elements? Do I need additional resources?
  >
  > Best,
  >
  > Robert Boyd


What do you think? I'm pretty annoyed by it. TBH I would have gladly paid $55 to begin with for our screen shot and app icon in the resources, but it feels like false advertising and a sleazy upsell at this point.

Am I being unreasonable? 

on 10/20 I posted a link to this history on my twitter and cc:'d @envato_support. no response yet.
on 10/21 I filed a paypal dispute