The big issue is that 10% of buyers abusing the support, the “ask first, read docs / try to do it yourself later” attitude. We have users with hundreds of posts in our support forum up to the point we had to do something about it.
So we introduced a rule: “1 question per thread” and have a queue which takes into account the threads count first and the post date last: the more you ask, the less priority you get.
And it works because abusers are penalized by the system by getting longer and longer response times up to the point their questions will not be answered anymore.
designcrumbs saidSure it’s a great plan to switch from the current “support not included” where 70% of the buyers thinks it is and 36% feels author should answer as many questions as they need to a “6 months mandatory support” + paid support packages where (some) buyers will want us to do everything because “I paid (insert a ridiculously low amount here) for it”.
After looking at all of the data, it seems Envato’s original support plan (6 months, 3 day response time) was right on the mark.
36% of TF buyers (highest value) right now expects a fair amount of support queries to be “as many as i need”. Now, think for a moment what will happen with mandatory/paid support.
Then I saw when the Lamb broke one of the seven seals, and I heard one of the four living creatures saying as with a voice of thunder, “Come.” I looked, and behold, a white horse, and he who sat on it had a bow; and a crown was given to him, and he went out conquering and to conquer.
After the transition from commissions to author fees (which according to Collis wasn’t a change since authors getting a commission was just all authors, buyers and probably 95% of envato staff itself getting the thing wrong to begin with), the mandatory support and now this, i’m really looking forward to knowing what the “big changes” mentioned a while ago in another will bring to the table.
And by “looking forward” i mean “to accept the inevitable outcome”.
As i did when flashden died.
Except this time there won’t be any adobe/apple to blame.
during the glorious flashden days, i was once contacted by someone who wanted to know the password to unrar my item.
designcrumbs saidthat’s like saying: “since i eat pasta everyday, i have nothing against a law that forces me to eat pasta everyday”
I have no issues with the original announcement. I already provide lifetime support and have less than a 72 hour response time (in fact, most threads are answered in the first 12 hours).
Support isn’t a product: how/when i answer tickets and whether i decide to invest 1h in solving an issue which only affects a single buyer is no envato business.
Nobody owns my time nor can sell it for a fixed price and keep a cut of it.
I’m gonna say it right and clear: regardless all the rules and deadlines, i will continue to give support the way i always had.
there seems to be a problem with sales as reported by the Envato API: the same sale is reported with different times (1 sec difference).
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This is pretty annoying because there’s no sale ID so comparing the time is the only way to tell if it’s a new sale or not (and still prone to errors because there could be 2 sales at the same time for the same item, even if very unlikely)