I agree those who do the best do often offer support but as I said its not fair to rate authors on something which is not a requirement.
As a business owner I actually understand where you are coming from but in this case I’m just a customer. We exchanged our opinions and we respectfully disagree, and it’s ok.
“You can’t give some authors an advantage over others when using something which is not a requirement.”
- I respectfully disagree, Alex. If I’m a buyer, then theoretically it is fine for a buyer to choose somebody who provides bigger bonuses. I don’t dispute at all the right for Envato to set the rules, I’m just speaking from a customer perspective.
OK, I see your point. Let me try to present other opinion as well if you don’t mind?
I’m relating my customer experience and I will do it without making specific references.
Customer gets to the page where he sees the following:
“Dedicated support forums. Get answer to your questions in a professional and timely manner”. If in addition a customer gets a reply from the author that states that support usually works within 0-2 days….. wouldn’t it be logical to set expectations according to the information he received?
It seems that majority of people who would read that would assume that it makes a lot of sense to consider this as a promise.
So I think it is important for me as a client to be aware that support is not guranteed. If I’m the only one who tend to think that “we provide timely and professional support” cannot be taken as “we do not guarantee support” then I would acknowledge that I was completely wrong in this situation.
This is what I think how overall experience can be improved. A little note on the sales page that mentions that support is not guaranteed would go a long way. All those people on the different item forums who voice the same frustration about not getting support… I think they all fall into the same trap as I did. They set their expectations according to promises and never get to read that support is actually a bonus.
If I’m not mistaken in my judgement and there are other people who think that support is included with the theme, then probably it is not a bad idea to put a disclaimer on the author’s pages.
...just a feed back from a customer perspective.
Just throwing in my 2 cents – I agree, search function would help greatly.
Just a couple of suggestions:
It could be great if Envato implemented a separate rating for support that theme authors provide. Some separate entry on Item Pages maybe. It would be a great help for making an educated decision when buying a theme. I was burnt pretty seriously lately when bought a theme that looked great but then I learnt the hard way that support was not existent.
it is not a secret that most us are web developers and we buy themes to install it for our clients. I understand that Envato does not guarantees support and most authors provide it as a bonus. But why not rate it?
I’d rather buy a theme with a quality support since so many times I looked bad in front my clients only because author replied to a simple question in a week. It is within their rights to provide or not to provide support, but I also think that we as a customers should be able to have some means of evaluating support prior to the purchase. We can make an educated decision this way and separate rating system for support can help greatly.
2. It could be great if Envato implemented some policy that prohibits false advertisement. Here is what happened to me lately with the [name removed. Please don’t call out items or authors on the forums. Thanks! ^TK] theme:
- I go through due diligence process and ask pre-sales questions. I ask what the average support time is.
- Author answers that usually it takes 0-2 days.
- I buy theme based on that assumption
- Then I discover that not only support doesn’t stand close to the initial promise, but there are other people taking their frustration from the closed support forum to the public discussion page. And they say that questions not being answered for 4-5 days, that they are left on their own with a lot of issues and prefer to deal with them by themselves. They say that they have to beg for support or for bug fixes.
If I had this information in advance (which could be achieved by having a support rating system) I would have bought another theme and likely would have avoided the embarrassment that I cannot answer my clients question or fix the obvious bugs. I’m just sharing my 2 cents as a customer. I love Themeforest marketplace, but I think that it can be improved a bit in some regards. In most of the cases I feel a bit unprotected as a client. I have to buy a theme in order to figure out which support will I get, but I’d rather have it the other way around
a) Home page has slideshow as the background and in custom field of the page the name of the category for the slideshow is specified. It is supposed to show 5 slides as per default setting. b) Sllideshow category is configured and contains 5 posts, with every one of them configured with featured image. Every post is connected to specific slideshow. The set up seems to be correct.
When I load the home page that is supposed to show the slideshow only 3 last images are shown. I’ve created another post with featured image and added it to the slideshow. It appears in the slideshow but then again, the slideshow shows only 2 images. Any help would be appreciated.