Hi @bracas,
My name is Matt and I’m part of our leadership team. I also manage our support team.
I am posting this across both threads that this relates to.
Firstly, I want to share in my colleague’s apology for the inconvenience caused when one our team members inadvertently became locked out of your site after disabling plugins, during the course of his efforts to help you.
However, I would like to manage your expectations somewhat and redress the perspective. Firstly, in both this ticket and your other open ticket https://theme.co/apex/forum/t/prevent-background-color-on-sides/29056/15), you came to us asking for help relating to custom code that you have deployed on your site, as opposed to an actual problem with the theme itself. This is an important distinction because one is appropriately covered under theme support, and the other is not.
Despite the fact that your modification of the theme is. by industry standards. considered outside of theme support, we have done our best to help you. Not just on this occasion, as you referenced yourself, but in the past also, in providing you with code to customise the theme.
Just to be clear, if we do provide code to customise the theme, it should be treated as a starting point for you and we cannot be expected to continual maintain it. When updating the theme, there’s always a risk that customisations will no longer work. We are not responsible for fixing custom code that no longer works following an update.
Additionally, you should note that whilst it is generally accepted that themes and plugins should be updated when updates are available, there is no obligation on your part to do so, and it is certainly always advisable to test out updates in a safe environment before updating.
I also want to be clear that our support is provided in a public forum. Although we offer facilities to share information privately (of which you have availed yourself), if you have specific privacy concerns then it is reasonable for you to share those with us when posting. We will always try to respect those requests but I stress that this is a public forum, and therefore you should consider that when posting. It is unreasonable to expect that we will second guess your intentions in this regard.
Now regarding the mistake made by a member of our team, that was certainly unfortunate and for that you have our wholehearted apologies. In context, you should remember that this was during the course of assisting you with a problem that we are not obligated to assist with. Whilst I truly am sorry that this caused you inconvenience, I want to be clear that we will not be compensating you for this, aside from continuing to offer support to you to resolve your immediate customisation issues.
I trust that this clarifies our position. Should you remain dissatisfied with our efforts to correct your customisation issues, and the manner in which we provide support, then I would suggest that you contact a developer to assist you further.