I ignore the tone of the message, lack of politeness, capital letters, asaps and all other things, I just read what the problem is and treat the message as a regular one and give the proper response.
Most of the customers change their attitude after receiving a standard message that ignores their tone, for the very few customers that don’t, they get ignored.The only problem with this method that works fine for me is that after support becomes mandatory I’m not sure that I can ignore any customers or if I will get into trouble by doing that.
Collis was talking about author issued refunds, and I think this is very much the case here. As of today’s terms, you can politely ask your customer to change his hosting if it’s a server side issue, or ask him to request a refund, as wasting time for anyone is real the damage, not the money lost of refund.
What about LIVE Composer by DanyDuchaine? It also has a lite (free) version.
Looks promising and very friendly.
Dear friend, why don’t you discuss this with the right person: if you have a theme related issue, talk to the theme author, if it’s about Wordpress, ask in the Wordpress forums. This is not a support forum.
Then contact the author via the contact form you can find on their profile page.
Mister Collis, put this on the Author Settings tab,
(please don’t forget to have it UNCHECKED BY DEFAULT)
and then do whatever you think best to do when authors check that devilish agreement.
I understand that Envato is trying to make some positive changes but I don’t feel that this one will actually benefit the majority.
I’m getting the feeling that once Envato makes up their mind about something, nothing or no-one will make them change it. I’ve been around the marketplace for a few years now and that’s always been the case.
If you guys claim to value your authors’ input then perhaps you should re-evaluate this whole thing, the majority of feedback here is actually against this change so why not listen for once. Don’t you think it’s a good idea to do a survey or a poll??
Have you honestly seen any research results from Envato after so many polls we filled? I remember there were some very very strong questions I would have been more than happy to see some numbers to understand the situation at a certain point, and rethink my overall strategy.
No, Envato is keeping for itself, now a wealthy corporate block that threaten us with “mandatory” stuff. While I understand that it’s doing the job for us, well isn’t doing much about transparency or freedoms in many cases as I have explained.
I’ll be very explicit here: some research Envato did involved asking people stuff like:
- what are the causes for rating an item: quality, support, design, etc
- how important is support, quality, design from 1 to 7
- other questions to measure at purchase the level of importance of other aspects such as author reputation, design quality, support given,
We have never seen any of these numbers, we’ve been told that Woocomerce and reliable support are the key to success.
Well, not knowing these numbers give Envato, and not us, the power to dictate stuff, like any dictatorship, I don’t think I will obey.
I’m not a huge fan of yearly renewals (though it goes agains business logic ). Nevertheless yearly renewals can ensure that themes are well mended and kept up to date.. Just speaking.
Again, the 7 theme, moved about 224 pieces last week. I’m sure you update it and add features to that new customers would want to purchase Also, what’s wrong with passing the updates to customers who don’t ask for support, but are willing to pay a few different tiers for
b) Small adjustments
c) installation help
d) Wordpress tutorial
Just tell them that these are the costs. And have a transparent voting system, like Apple’s Appstore, Google’s Playstore or Steam’s Store.Also, if you don’t want to update it, once it breaks, customers like us will just move on. But no, no thanks to yearly renewals
OK let’s negociate:
a) customization – $200 hourly rate b) Small adjustments – $100 hourly rate c) installation help – $50 hourly rate d) Wordpress tutorial – $1000 hourly rate