From my perspective I can clearly see how this change can help, but help Envato, to grow and to make profit.
To sum up:
after 1 of december we will have:
1.) thousands of items that are not available elsewhere 2.) one of the lowest prices on the market 3.) life-time updates 4.) 6 months of free support with response time under 72h ( I love this part! )
Who can resist to that offer?
Does this change will help authors or buyers? No. It will only bring more confusion and problems for both sides.
Buyers would assume that they have purchased full service – microstock item + premium support. This will lead to bigger amount of requests of support for every author.
Refusal of support will end up just with higher number of:
1.) request of refunds 2.) 1 star ratings 3.) unhappy clients
Some of the buyers could assume, that by buying “support packages” they will receive extended support, refusal of support in this case will also bring request of refunds for support package.
Support is a service and we don’t sell services here from this what I know, this is not Envato Studio or am I missed something?
Support is just an addition, yes, important addition (for both buyers and authors), but each author chose the way in which support their own products. This is clearly stated in the “support” tab, you can move this information to the item page, so the buyers are fully aware, of what kind of support they can get from author after purchase.
You will not find a common solution for all authors, and forcing authors to provide mandatory support under your conditions is probably one of the worst solutions.
If you really want to make this change, you should change the whole sales model to a subscription model. Single purchase of the product license + 12 months access to updates and bug fixes. This solution also has its drawbacks, but it is much better that than this, what you have proposed here, at least in a long run.Sorry guys, +1 for an Opt-out option at least.
mad_dog saidGo checkout the privacy policies on elite author custom support forums, you’ll find no mention that data will be shared with 3rd parties… this is highly against the law.
Maybe it’s time know who those:
stewboon quote: “We worked with a number of our elite authors (including data from their support systems) to understand all of the data points you mentioned in coming up with this plan.”Most the elite and power elite authors have already posted their thoughts regarding upcoming changes.
It was a rhetorical question though I’m just curious
Maybe it’s time know who those:
stewboon quote: “We worked with a number of our elite authors (including data from their support systems) to understand all of the data points you mentioned in coming up with this plan.”
Most the elite and power elite authors have already posted their thoughts regarding upcoming changes.
I would suggest to improve the reviewing process and the rating system first. My new item 4 days already in queue, they removed the progress bar and now I can’t even track if it moves or not. Do you find it acceptable, I do not. I do provide free support to all my customers, but these changes will harm the entire logical structure that I have now.
If they really want to improve the experience: Instead of trying to force this, I would suggest to make it easier for authors to support their items. I am not talking about a full fledged support solution on the marketplace, I actually prefer my own support forums where I can add features as I see fit, but an oAuth login for example is long overdue.
Same here, it is much easier and convenient to provide the support via our own system. I use the help forum and zendesk. I have a huge knowledgebase and documentation on my own site. I do not want to move to another system.
I entirely agree with the most authors that it should be more clearer for the buyers. We all know the difference between the support and theme customization. Most customers consider them as the same. Personally I do no see the reason to pay for the things that we almost all doing now, I mean the support. As I’ve mentioned before, the customers should get more information about what they get with the purchase. Now, they even do not read the license information.
The whole idea reminds me the way how the membership sites work. But the concept of this marketplace differs. You should not sell the theme support, you have to upsell the products, offering theme installation, customization services pack etc I do not mind to share 30/70 in this case.
“Enabled” mentioned about the instant refund. I think is not a good idea, because it leads to the huge number of requests and every refund costs $10 to Envato.
Anyway, we both authors and Envato will find the golden mean.
Thanks for sharing, but when you click “Browse” you can’t select any image format though you can drag and drop. Using chrome on my Mac.
We already know that it is only a minority of buyers that ever request support and that by being clear about what support buyers are entitled to this should not change.
It’s really funny to hearing such a statement. To better understand what’s going on, simply go to the popular items page and read the comments on the items pages.