Though you claims may sound fair they are unfounded. Actually it’s in the user agreement: you purchase it > you download it. Deal is closed. Had no time to download it? > get a refund. Deal is closed.
The only issue that Envato has is not letting buyers understand in more clear way that they are purchasing software “as is”. Without guarantee for updates, support. etc.
So as with any other documents, it’s better to read that small text
[...] Updates are much more valuable than support a year after purchase. If I’m going to charge customers beyond the initial purchase, I want to charge for what provides the most value to them and me.
Good point actually. Not sure buyers will be thrilled with it though.
Why Envato charge %30 of support price?
I hear this quite often lately and generally agree with it. BUT, lets face it, now most of us provide support without time limits for free. So on the other hand Envato is trying to help us getting few extra $ (taking 30% along the way ) or at least less support work to do.
I’m not an “everything-is-awesome”-thinking guy (since I’m from post USSR country) but IMO these changes are objectively good.
really ?? would you mind exchanging our buyers with yours ? because 30% of our cases are customers that don’t bother to read the documentation or that complain because there’s a collateral effect with a third party plugin
That’s not 30% of your buyers. That’s 30% of buyers who submitted a support request. Probably. And honestly I don’t believe that 30% of your ratings are “1 star”
Previously I thought that 100% buyers submits a support request at certain point. However after analyzing the data from our help-desk I was amazed to know that only a bit more than 20% do!
And with new clear “support scope” buyers will know exactly that third party plugins are not theme authors business.. though this will probably not prevent them from submitting a support request anyway
After reading some of the comments, we feel like the concept of support has been taken on a binary appraoch (To offer or not to offer support) while offering support is relative to a whole set of factors including the complexity of the request, the timing and especially the flow
just to give an example of a flow:
let’s imagine that the support conditions mention that a response from a support agent can take between 24 to 48 hours (excluding week-ends), here’s an example of a scenario:
a customer opens a ticket now
23.10 at 16:38—> Customer: i have a problem installing the theme i get an error message blablabla
24.10 at 17:00—> support agent: can you please provide us with your credentials to access your account
24.10 at night—> enclosed you can find my credentials…
week-end no response (that’s where we get 10 emails of the customer saying it’s urgent my client is going to fire me if it’s not ready)
(Monday) 27.10 at 11am—> support agent: your problem has been solved, the reason was that you have to install the plugins before importing the dummy content, as explained in the documentation
in the meantime the customer rated 1 star, complained to Themeforest that he paid for support and that the support got back to him 5 days later, etc… etc…
this is one example among a million of others, so unless Envato is ready to intermediate and provide enough arbitrary criterias & intermediation, we think that this support discussion is going to last forever
You’ve described a spherical inadequate buyer in the vacuum. They always behaved this way and keep doing so now
Edit: Really glad that there’s only few of them per thousand purchases.
[...] Envato themselves admitted that for the 30% they’d market the items and the whole support idea. [...]
Missed it. Where?
IMO making support limited to 6 month (and adding a small banner to theme as they now do with the “elite” badge) is much fairer then current state when different authors promise the “lifetime” support. What is lifetime? Whose lifetime? Author guarantees support until his death?
Can you please specify why selling items with/without support is not fair? This is how the marketplace works now: some authors support their items, some – not. Does it means that current system is even more unfair because you do not even have this in user agreement? To me it’s not fair/unfair competition. It’s whether the author want/can provide a bit extra service to buyer for same price. IMO going an extra mile (without exaggerations) in post purchase service seems very fair competitive advantage to me.
Because if this is allowed, we should also be allowed to bundle whatever-the-hell-we-want in our items for the same price, right? Because this type of policy, neglected along the recent times of Envato has lead to very little creativity across this market, themes packed with plugins that can’t be updated cause they don’t really include a license and this is purposely not advertised upon sales and generally because the original policy of Envato is: we control the price, we control the bundles.
It’s a matter of principles cause once you step beyond this line you’re starting to f* up the ecosystem. And you get to the idiocy that is now the US, everything is done in China, Americans have no jobs, industry goes to shit and US loses the No. 1 Economy title since 18-some-time-long-ago.
This market was about standards and balance and finding a middle way where authors across the world could make a living. Once you allow bundling, you’re basically making a competition for who can survive for $2 an hour. And there are some people that sure can, so let’s just make this “Envato Boozookistan” and shorten the story.
Bundling support under the same price is an unfair CHOICE that Envato made. Sure power/nuclear and atomic Elites might not see or make an effort to see it, but come on… it’s clear as day.
Anyway, really not looking to start a flame or anything. That’s just my strong view on this, but at the end of the day, if anyone’s opinion matters is still the same 14-15 authors that will be consulted Envato.Best wishes, Alex
Alex, I understand where you coming from. For the sake of staying to the point I will omit the “bundling” thing and focus on “support” question. That’s how marketplace works NOW: some people provide support, some – don’t. Adding this to user agreement won’t change anything. Please correct me if I’m wrong.
Real life, markets are regulated with laws about unfair competition and since we have zero influence over the pricing of our items, this kind or regulatory system falls on Envato and it’s their responsibility to keep it fair and balanced.
Can you please specify why selling items with/without support is not fair? This is how the marketplace works now: some authors support their items, some – not. Does it means that current system is even more unfair because you do not even have this in user agreement?
To me it’s not fair/unfair competition. It’s whether the author want/can provide a bit extra service to buyer for same price. IMO going an extra mile (without exaggerations) in post purchase service seems very fair competitive advantage to me.
IMO this model is much better than one that was announced some time ago.
I still see potential issues for Envato like “how buyers will accept this model?” and “what will Envato do if author will just stop providing support (you cannot take money back from authors bank account, right)?”. Also support packs are irritating (though I bet nobody will really purchase them). But otherwise from selfish author’s perspective, everything looks fine to me. There’s much more good than bad in it.
And a few words to naysayers. Guys, you are still free not to support your items. Yes, your items might be less competitive. But this is marketplace, remember? This means risks and competition. Also considering the fact that only 20-25% of buyers require support your fears might be exaggerated.
Miroslav (from Dream-Theme)