Viewing 6 posts - 1 through 6 (of 6 total)
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  • September 30, 2021 at 3:16 pm #1323025
    Frank McLaughlin
    Guest

    When I purchased my Enfold theme, it said I had lifetime free support so why do I have to pay now?

    September 30, 2021 at 3:27 pm #1323030
    Yigit

    Hey Frank,

    Thanks for contacting us!

    Lifetime theme updates are included in your purchase and it comes with 6 months of support. After it expires, renewing it is optional.
    This rule was set by Envato and as Envato exclusive authors, we have to abide them.

    Regards,
    Yigit

    September 30, 2021 at 4:01 pm #1323039
    yes9310

    Thanks Yigit,

    That’s true but it said that I had unlimited free tech support on the help forum which I have been receiving for years. I wouldn’t consider forum tech help to be tech support or I would be able to directly email you and receive help. This doesn’t make sense and doesn’t seem fair at all.

    September 30, 2021 at 4:21 pm #1323046
    Yigit

    Hi,

    We have only marketed lifetime support before rules were changed by Envato. As soon as Envato announced the changes in support system, we have stopped marketing lifetime support. This rule is not a new one either but Enfold users were able to use the forums until recently.

    Users who would not like to extend their support period are still able to search the forums.

    Best regards,
    Yigit

    September 30, 2021 at 4:26 pm #1323047
    Frank McLaughlin
    Guest

    Ok but how can Envato make Kriesi break their promise for lifetime free forum help as was promised? I never emailed for direct tech support and have waited sometimes days or weeks for a response on the forum. How can that be called tech support?

    September 30, 2021 at 4:42 pm #1323049
    Yigit

    Hi,

    We sell Enfold exclusively on ThemeForest/Envato and have to abide their rules. Almost all authors promised it prior to the changes but we do not make the rules unfortunately.

    We prefer to provide support via this support forum. Tech support does not have to be direct email or a phone call. We usually reply to each thread within 24 hours however unfortunately, when forums are busy, response time may increase. As I mentioned, Enfold users were able to post questions on the forums, whether they have active support and or not. That was not fair and was causing business on the forums. By applying the rules we are going to make sure we provide support in more timely manner.

    Again, renewing support is totally optional and our forums are still searchable.

    Regards,
    Yigit

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