sorry but … sure it’s a joke 🙂 because your email said “If you want we can review the issue, for that make a user for us assign administrator role and send us the username and password with the site URL” ?
because you have solved the problem for other users:
– first, it will be logical to give the solution in this forum for all users, or at least users who want this;
– second, it is easily understandable that I cannot give you access to the site … and even less with an administrator role.
so, i bought more thèmes that they have a major bug (?), a patch or a process to solve this seems to be a minimal commercial decision ?