How long for email reply?

Hi

I have opened two support tickets now, one on the 18th of Novemeber, and one on the 6th of December.

Now I haven’t had a reply for either of these yet, is this normal or has something gone wrong?

They take quite while till the reply

what so should I still be waiting for a reply from the one I submitted on the 18th of November? that was over 20 days ago?Thanks for the reply by the way ;P

sometimes they do not reply at all. one customer of mine asked a question about lincesing and they never answered.

Sadly, support is really bad here in Envato

i wouldn’t say its bad, i think there are to many emails for too few people… im couruois how many persons offer support? and how many emails they get per day… any ideas?:)

Yh I understand they must be busy, but not repying at all is pretty poor. If they can’t handle the nuber of emails they should hire more. Simple as that.

uf its theme support why not email reviewer directly?

Well Support has been great to me, fast replies too. I think it depends on what you’re submitting your claim as. For example, copyright issues

I sent a mail concerning copyright violations 2 days ago and i received back an email yesterday. So yea, i think it depends on the category of support you need.

Just a head’s up, on the support page for some topics it says: “Please be aware that we will not respond to these emails unless specifically requested to.”