This is a simple matter. There is absolutely no issue for debate.

You are offering a paid service. We are paying. To start saying things like "It is human nature" for your team to be less likely to assist someone who is not being polite, because they feel disgruntled over poor service, is totally and utterly unprofessional. Your customers read these things.

There is a very distinct difference between lack of courtesy and slander, swearing / vulgarity. You are playing in the retail world. I have had clients and customers scream down my neck many times, in numerous industries even when they were totally wrong and even sometimes to blame. In everyday life I would never stand for such things, but as an employee or service provider who is being paid, it is my job as a professional to deal with these issues.

If someone starts personally attacking me, then I have grounds to stand on. But to think for even a second that you can tell customers that them complaining about poor service is trolling, is outrageous! This is not a blog, it is a business. The entire professional retail world has to deal with disgruntled customers, whoever cannot cope with that should not be in the field of client relations and support.

To put into perspective how unprofessional your responses in this thread have been, and how this type of conduct negatively impacts you, I would like to say the following:

I was just merely a little irritated over one of my threads standing empty in the free template section, whilst numerous more recent posts were being attended to (I am a paying member).

Support:
RocketTheme offers these templates and designs ‘as is’, with no implied meaning that they will function exactly as you wish or with all 3rd party components and modules. Further, we offer no support via email or otherwise for installation, customization, administration, etc. A private members-only forum is available to Template Club members. RocketTheme does not commit to monitor these forums, but we reserve the right to respond and answer questions. You acknowledge by your use of the templates that it is at your sole risk, and that you assume full responsibility for all costs associated with all necessary servicing or repairs of any equipment you use in connection with the templates.

I started digging around the forum while waiting, then found this. Now I am absolutely infuriated, and not due to the troll, but by the responses of the team. Furthermore I'm scared that my post will not only stand empty for 24hrs but it could be weeks.

There is not one consumer on the planet that would read how you handled this post and not be agitated. There is not one RocketThemes member who would read this and think "Hmmm, damm trolls are trying to spark some feuds, go rocket!". In fact, just based on this post I am going to reconsider when renewing my membership. I am pretty sure if the MD of your company saw this he/she would have a thing or two to say. All that had to be done was a simple reply of: We are very sorry you feel that way, how can we assist you in moving forward? Or at least, communicate via e-mail further, so other paying customers don't see that type of conduct.

I really cannot see anyway for you to disagree with what has been stated here. I am posting this purely because I feel offended and worried as a RocketThemes user, and I hope it is taken in good stride. Thank you for your time. (Here is my thread mentioned above: http://www.rockettheme.com/forum/index.php?f=288&t=157263&rb_v=viewtopic )

D.