As a theme shop owner, I’ve noticed an uptick in what I consider irrelevant requests. Some examples:
- How do I configure the featured images to be full width? (something not seen in demo or mentioned in documentation)
- Where’s the accent color picker? (again, never mentioned in documentation, there is no color picker)
- Where are the WooCommerce demo? (there is no WooCommerce support)
- Why are these two plugins conflicting? (they conflict on any theme, the theme is irrelevant)
Basically, asking questions about features that don’t exist and problems that are product-specific. Despite a clear statement about what’s covered under support, questions like these keep rolling in from prospective and existing customers.
I get the feeling this is something other premium plugin/theme sellers have been dealing with for years. I wrote a quick blog post about why I believe theme buyers have these expectations.
Since I don’t get them very often, I’ll spend a little bit of time researching and send links to relevant tutorials and plugins, and politely explain the sort of question isn’t typically covered by theme (or plugin) company support. But I’m concerned this attitude toward people that don’t respect my support policy won’t scale well, and might lead to more demanding requests if I don’t become a little more curt in response.
This could apply to client projects as well. For example, requests for ongoing support when no maintenance contract is in place.
How would you deal with this?