Imagine this, reviews public and the ability to reply and ask him what is the peoblem as you are gladly to help him. That would solve any problem, both of the buyer and author.
Im sure the rating/reviews system will be upgraded soon, it’s just a matter of time.
I won’t have any issues with loading however i have an issue , check the screenshot. For example on my laptop i don’t have a problem, what could go wrong? Maybe a setting in windows?
Me too, i’ll try uninstalling Helvetica Neue since i’m on a Win PC and i think that’s the actual problem.
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).
Hahaha babadabupi? ( http://youtu.be/9JhuOicPFZY )
Hey @Collis, great news so far, the timeout is perfect at this moment and i’m really excited to see what’s coming.
I tried yesterday to pack all my concerns in a post and i don’t honestly know what to ask so i won’t
Thanks for all your efforts!
It’s nothing personal so don;t worry about the reviewers.
Unfortunately your item is beyond far the quality level on TF. There’s a ton of resources, inspiration and quality level here on the marketplaces that can inspire you. All in all, don’t stop trying to improve, you’ll look behind and amaze of how much you evolved.
@Envato the announcement was made a bit too soon without some important info that at least are my concerns. I know you’re working hard on many, so not a huge rush but would be necessary to be clarified.
1) Define “support” better. Please provide examples, they will be immensely helpful. I’m in favor to contribute to a list of potential questions and you guys can sort them into “categories”.
2) What are penalties, when are they applied, how are conflicts solvable and what are the consequences.
3) Does this mean we can’t select at all to whom we’re providing support? For rude & unpolite/insisting 100 emails – 100 posts – 100 questions/out of line/ buyers asking for support, will we have any form of protection? For some individuals that i simply don’t want to help, am i forced to? On some occasions I don’t want to refund him because he has my work. I’d rather have a rating than to refund such people.
4) Why buyers won’t “own” authors. This should be made much clearer because this a total panic for many authors. Also to add up, why should we not feel as employees but rather good entrepreneurs. I personally need to hear/read this, as would help me a lot.
5) Is there going to be any price increase (excluding packs)? If not, why? You mentioned yourself support isn’t included because the prices are small. We deserve an explanation for this too. PS: Please leave behind the fact that we already provide support (on our terms). This is us being good entrepreneurs/nice authors/self-promoting. PPS: I know i sell fine, i will never complain about this, but for something that i have to invest more resources, i want to be motivated (for the 6 months rule). Im not greedy but i do think about money.
6) What resources will Envato invest along authors for this movement? Suggestions: dedicated staff for authors and buyers to consult with; better support solutions (or at least official toolkits for the big players like Zendesk, Freshdesk, Ticksy, BBpress etc.); Autoreply; To sum up there’s (which i find helpful): Author teams, API will be updated, Vacation/Out of office tool (sorry if i missed any).
7) Is there any plan to update Rating/Reviews to make it transparent and public? Also we need more freedom for ratings. I’ll explain. You guys want some sort of guarantee to the buyer to assure him that the item runs as advertised, bug free etc. while we’re still handle most many nonsupport questions and WILL get bad ratings because many buyers are like this. How can we protect and have fair ratings. You guys kept reminding us that ratings are subjective, but imagine the subjectiveness when we’ll reject/ignore some nonsupport questions. Must be taken into consideration.
8 ) Is the marketplace turning into a mix of products and services? Is this phase 1 or this is it. From what i see, it does turn itself, but an official response would be great.
9) Is “Vacation/Out of office” tool completely free to be used at the author’s discretion or do we have to checkin/checkout, let Envato know, make announcements etc. ? Is it logged in the system? Also, weekends for me are free.. because you know.. weekends. On Monday my queue could be full and can’t reply within a day or who knows (it’s better to have this clarified). If i’m marking weekends as vacation (or simply free time), will i have to give any explanation?
I feel like this thread is about to explode and we need more info to calm down. Also i too think it’s not fair play for us, as we signed up for something different.
PS: Once some of the questions above will be answered i think the 72hrs rule will be much clearer.
On the other hand i’m still in favor for an opt-out option or find other solutions like:
1) Keep support as it is without forcing authors or add simply add an opt-out option. Still, authors will provide support, but not with a breath on their back-head. Let the buyer know what he’s buying and educate them what is support and what are the terms. Explain that because of the small prices, the nonguaranteed support is on the author’s own discretion. Buyers would understand. Also authors should stop (falsely) advertise themselves as support wizards.
2) Solutions Tab (like comments) for Issues / Bugs. Remember, bugs must be repaired no matter what so this isn’t even considered support.
3) Add premium guaranteed support packages for extra $$. It’s motivating for authors to provide best support possible for buyers. That’s how buyers should be protected. They pay for an item and they could also pay for awesome support.
3) Add “support popularity” feature instead. Let the buyer see if the support queue of that particular author/item is healthy. Simple things like a reply rating or +1 could be packed in such feature. I think the majority of the buyers are researching first before they buy. They could only get burned on the first 2 to 3 weeks when the item doesn’t have enough feedback/comments (if they don’t know already the author’s reputation).
4) Provide a better support experience with Envato API powerful integration. I’d suggest a partnership with Zendesk, Freshface, etc – professional solution. Or, depending on the resources, a dedicated marketplace support feature here.
All in all, decisions can be turned over for better solutions. At this moment you look exactly like a corporation and we’re the hippies. Not fairplay to reinvent things when they weren’t quite broken and don’t listen at all for authors feedback. I’m really curious if any of the suggestions made (and great ideas) here will be actually implemented.
There might be many so far this is what i came up with. Thanks for reading my over-immense post.
I am absolutely thrilled about these changes. This is most assuredly going to result in less support requests for me (and potentially more money for premium packages). I spend on average 2.5 hours a day on support (7 days a week) and at least a third of that is customers who purchase the theme more than 6 months ago (maybe even half). So right there, less support = more time for me to develop = more money. I already provide outstanding support every single day, so nothing will change for me on that end. Oh, and I absolutely LOVE the idea of being able to tell my customers I’m on vacation. I haven’t taken a vacation without bringing my laptop in over 4 years, for fear of 1-star ratings from customers who have to wait 3+ days for a support response (my average support response time is less than 24 hours). Going to Disney with my two small kids in November… it would be awesome to not have to bring my laptop… just sayin’
Dude.. you’re considering going to Disney and really bring your laptop to respond support!? Forgive me but i wouldn’t be surprised if someone will tell you “turn around and bend over”. It’s not even good business, it’s just neglecting your family for some that are humans too and can understand you’re in a vacation.
Anyway sorry for the off-topic and it’s not my job how you handle support, just being shocked.
The sole concept of these marketplaces and it’s items is about to be changed in a way that doesn’t make sense and will create confusions.
Whilst we do encourage authors to provide support for their products, they are under no obligation to do so, and this is entirely their choice. This is part of the reason why files on the marketplace are so cheap. Because of this we provide you with live, working examples that you can examine prior to purchase, you are also encouraged to ask questions before you buy the file. Even though not all authors provide Support, Envato requires that all items on our Marketplaces work 100% as described.
So, at least in my opinion, the fairest and decent solution would be only to provide premium support packs for $, but not oblige mandatory support to authors, and in a timeframe. The very purpose of the marketplace is distorted.
The fact i’m offering support no matter what, is how i want to market myself, but not because of any rule. Support is tough to be measured.
I’d love to hear more buyers opinions on this also.
O.K., so here it goes:
I’m surprised about the tone some authors use here. And my „list of authors to avoid“ is growing. I always check very carefully how authors act in conversations, means inside items comment tab and inside the forums. This is what i can do as a buyer.
There are some authors answering the first traditional „Awesome work GLWS“ stuff and stop answering when they receive the 1st serious question or at least after a few days when they imagine that their current work will not turn into a multi zillion success. Those authors go straight to my list. Some don’t offer any kind of support and i wouldn’t sell an item from them.
Others behave like gods in the forum, saying stuff like „Throw your PC out of the window and do something else..“ to people asking why there work has been rejected, others tell everybody that they would delete their items after the planned 6 month of support period and replace them with new ones and so on. Again, i would never ever buy something from someone like this. Some of those guys are the loudest ones here in this thread!
Yes, support should be mandatory (for minimum 6 month) and the majority of you do currently „lifetime“ support, are helpful and kind. Those of you have faith in their own product, because they know that they did a good job while creating it.
I also check how often a product get’s updated. It’s important for me as a wordpress-theme buyer, because you sell your work for a 3rd party platform (WP) and it’s your obligation that your theme works on that platform. How can you guarantee that, if you don’t update as soon as a major release of i.e. WP is released? B.t.w: Why is it still possible on Envato to sell 2-3 years old and not updated themes, which are clearly not working on current WP releases?
You see, it’s a lot of stuff to check before buying. But it must be done, because there is normally no way for a refund if i’m not satisfied with the product that i bought. And i don’t use the rating system to blackmail authors, even if it would be my only chance.
Conclusion: Yes, (limited) support and lifetime updates (fixes to ensure item working) should be mandatory. Otherwise it’s too risky to buy a theme that is not in the TOP 5.Sorry for my bad english, i hope it was understandable.
Thanks for your honest input, it means a lot in this ongoing hot topic!
I agree with many of what you mentioned about some authors. But i’m sure they’re a minority here.
Back to the focus, let me ask you these questions and i’d appreciate if you could answer:
1) What is your decision factor when purchasing an item (excluding design, item features or let’s say the item itself, you obviously have an interest for it )? I’m guessing ratings, (probably reviews would’ve been awesome i’m sure) and comments (to see how the author handles support requests). I’d like to point out that this is software we’re talking about and even on the highest selling item (top 5) it has bugs.
2) Have you purchased an item and asked for support but didn’t get none? I’m amazed by authors not providing support at all. Perhaps rare answers. But on the other hand it wouldn’t been ok if support is mandatory but the author replies exactly in the 72th hour. He will probably hurt himself by doing so (losing a future client) but if a buyer would scream, he does have the right to do so.
3) Would you accept higher price if they were increased?
4) Have you ever requested support that is beyond it’s scope? Eg: customisations, excessive how to do this or that.
5) Did you rated 1 star because of support?
Don’t want to sound rude at all, just asking you as an exclusive buyer. I’m also a buyer, purchased hundreds of items however i can only be subjective on this matter.
In order to have a common pricing for support, it is required that we all have a common base (support platform). We pay for a dedicated helpdesk platform and we pay for our support staff. Another author might provide support through comment section. How can these 2 have a common pricing? The only common thing is the 30%.
I’d add here the support quality. What if my support is much valuable and much better than others. A fixed pricing won’t incentivize someone to be better.
I’ll assume this is an author plus for market his items, however there might be discussions because X author provides poor support and we both get the same money. It will probably hurt his reputation but this could also be a problem on a long run.