I think it’s a really good start however needs more work regarding typography (for example, the contact part typography is not good as to me) and also you definitely need to add more functionality. Also adding some nice subtle css3 effects would be nice I think. Udachi!
Agreed. I have not received any ‘threats’ of giving me 1-star but yet I just received two 1-star ratings from the same person who bought different items of mine, yet the guy has never contacted me for any help and the reason given was more towards his understanding / knowledge of the item than actual problems. Perhaps things would be better if we could contact our buyers to help them solve their problem, or at least an option for them to allow authors to contact them if they want to protect their privacy. I hope a staff member can give some clues to whether Envato has any plans for improving the review system and when can we expect such improvement to be done.
If there are any privacy concerns, there’s a really easy and elegant solution. Once the buyer goes to rate the item, Envato can just add a checkbox “Allow the author to contact me back” and if it’s selected, a field appears where the buyer fills in his email address.
Hi guys, I’m starting this thread not as “another low rating received pissed-off rant” but rather as a constructive criticism about the rating system.
I know there have been many threads regarding this but these never got addressed as should. Here’s the biggest problem – there are many buyers who are not familiar with how the system works (opening a ticket in author’s support forum or contacting the author directly). There’s also some group of buyers who just don’t like the idea of contacting the author or registering in another place to get support and some just don’t like reading the documentation carefully. I’m stating this facts based on our extensive experience we got for 4+ years in themeforest.
Now a part of such buyers just goes ahead and rates the theme 1 star. There are many situations when he just might miss some point in setup process which might lead to unsatisfactory results. The author would be willing to help fix all the issues if there was ANY chance of contacting the buyer. However Envato does not provide any such option.
Just take a look at a website of any of major retailers, each of them gives the company behind the product a chance to enter and answer to any complaints the buyers might have and in many cases resolve the situation. This results to full satisfaction for both sides – the buyer has a fixed or replaced product, the company has the bad rating removed or changed.
Now why, after so many complaints of authors and threads, you can’t just add such an option? I don’t ask you to change the rating system, this is just a very small addition which does not require any significant resources from IT staff but would be such a HUGE help to all Envato authors and buyers, eliminating so much frustration for both sides.
I would be truly grateful if a corresponding staff member could answer this ticket with a real answer, by real I mean not the type of “Thanks for pointing it out, we agree and are working on it” message, but one with at least some estmate or if you are not going to implement such a function, just an honest statement that you don’t find it a necessary thing to add at this point. Thanks for your attention and consideration.
Well, I had came up with such situation when one of our WP-based websites was hacked and just one link was added leading to nulled.org and loading its mian page content into an iframe. I tried each and every secutiry plugin there – starting from Wordfence, security Ninja … you name it. And NONE of this plugins could find it and I ended up catching the location and deleting it manually. As of outsourcing in general – it’s really more about luck, good will and your own knowledge of Wordpress. I would highly recommend to learn it to understand the real scopes of the project, estimates, average market price for that kind of job, etc..
vuzzu saidOh, believe me my friend, a few times we had such customers I would honestly be ready to give a double refund without even involving Envato if they promised never to buy any of our products again
Something never to forget, you never make them go, so customers like this always will exist, they’ll be a new buyer that found you on Google or any fresh company trying to jump on quick rich business. We always have to be polite and again be polite. Then you win a customer, who would like to lose some?
If you treat customers with “Copy/Paste” answers you will hardly solve any issue and they will keep getting back to you. We should try to understand them, but obviously everything has limits.
When a certain customer reaches what I consider to be a limit, I tell him (politely) that he should read the theme documentation and get back to me only if he finds any bug.
EDIT: PremiumLayers answer is good, but maybe not after 100+ support tickets
This option is to eliminate further questions Totally agree with you on referring to documentation, we also state this in forum and also the theme setup screencast that users must make sure they have read the documentation carefully and open ticket only in case if the answer to the question was not found there or if simply there’s a bug/issue to report.
Something like this:
Hi, please open a private ticket in our support forum and provide a detailed description on the issues you are having along with your WP login details and links to the pages with the issues. I will enter, check it live and try to figure it out. Thanks.
Sorry to hear about your situation, mate. I flagged your post for staff reply, maybe they can back to you faster this way.