I’m still waiting the t-shirt you promised to send me two times since late 2014.
^ I guess we shall see how customers support expectations change when they’ve paid for it and if the extra dollars will be worth it for authors.
Yeah, in addition a survey asking to buyers for expectations about paid support may help a lot.
That can give us a base idea about:
- If they see the difference between support and customizations
- How much time is reasonable to wait for a reply from authors
- How many support tickets they expect to open in a single week/month
- If they actually would pay for support
- What would be a reasonable price
Thanks for jumping into the conversation @KingDog,
Hey guys it’s hard enough to follow a conversation without flooding it with +1 replies. We realize you may have a different preference for how we handle support but we’ve talked about this on previous threads already and this announcement is for discussion about the pricing model and timelines.
After reading this and older forum topics me and several authors disagree about this new feature that can potentially remove the freedom (aka: “being a slave of abusive buyers”) to work here.
The discussion has different opinions and that won’t change if we can’t see paid support as a positive thing.
Just my two cents.
I wonder who is massively reporting the replies on this forum?
Agree with the authors who see this paid support feature as a bad idea. I don’t need $20 to be a slave of an abusive buyer for six months.
Envato, please consider a survey asking to buyers what they would expect for paid support packages (especially the ones that leaves 1 star rating)
It would be good if the definition of support can be posted soon; and buyers should be made clear that support does not include customization.
This kind of misunderstanding is a real problem. Some buyers still don’t understand that support doesn’t include free customizations.
That explains a lot!
Thanks for sharing @Palzme!
Please read what we replied. Contact the author that owns that template/theme. He is the right person to assist you.
The guys in charge of elite program promises twice send me a second t-shirt since 29/October/2014, today is march 2015 and still I didn’t received it.
I asked back to the current Elite programa manager, @Akshay who was very polite in his emails. You told me Envato is out of stock and they will let me know when they have more product to do the shipping then.
This happened some weeks ago. Now I’m here asking why do you guys agree on sending a second t-shirt and two times that order never really was done even when you say it was sorted out? May you take serious our requests, please. Even if you can’t send that item is important to be clear from the begining. False promises are not a joke for me.
Is very disappointing the way this easy situation is being managed every single day since the past year I’m losing trust in Envato.
I’m not saying it’s fair or clever, but whatever he’s doing CURRENTLY doesn’t violates any T&C. Onsite, he doesn’t hints anything. It’s a normal item for the traffic from here. That’s why Envato is silent over this. To stop it, they’ll have to change the current T&C. And include that you can’t offer any perks on any other sites as well (which Envato has no control over).
You’re right. I dislike this “marketing” method but the author is enough smart to not violate the T&C.
If this practice is still allowed in near future, we will end giving our work for free to compete.