Experience With RocketTheme?

We recently purchased a template/theme from RocketTheme and so far I regret it. The demo will not install properly, most images are missing. I can’t figure out which page is the index so I can modify it. Nothing seams straightforward. But worst of all the the lack of support once we made the payment. Technical issues can usually be ironed out with a little discussion from customer support. But RocketThemes doesn’t provide customer support unless you pay extra and I don’t think it’s right to charge extra for something that should work right out of the box.
I can’t get the Spectral Theme to work. The demo won’t install properly. I can’t figure out where the index page is. I can’t see the layout in the editor, it’s just a blank page in the editor. The preview shows a real page, however missing the images. If I have to go into the hard code to make all the changes it defeats the purpose to buy a template and risks breaking the mobile compatibility of the site.