I actually found the problem and fixed.
Suggestion and please do not take this the wrong way:
You sell a product and as such, I am one of your customers. If I were to walk into my local business with an issue, EVEN if it was something they couldn't fix, I would be god smacked if they looked at me, even with a smile and said "Not my problem then." In fact I would never return to that business. Now granted, I'm sure there is something lost to translation here and you certainly don't mean it to sound as rude as it does but perhaps in the future instead of "Not my problem then" you could simply say "Unfortunately this isn't due to the THEME. I'm sorry I wish I could help" Ultimately I'm looking out for your interest here because you do really great work and I would hate to see you lose potential business in the future because of a perceived lack of caring. Call me old school. I pay attention to these things
Anyway thanks for the quick replies though! Cheers.