Writing a proper support policy is not going to help. Rating system is again under controversy. 1 out 100 customer ask to do so many things after buying a template. They even dont understand that how much they are getting in low price.
I had this experience when one customer purchased the item and after asking new changes, he said my theme is not good in look and have issues in frontend. I told him that we have live preview before you purchase item thn how you can say like this now. He rated me 3star and thn I made some new changes for him and he given 5 and after a week time, he rated me 1 star
I hope envato staff is also looking into this matter and will come up with solution in newyearMerry X’mas
Agree about that.
Allowing updating rating can be used as a blackmailing game (strong word, I know) that gives some advatage to the customer to say to the author: “I can’t screw you if you don’t do what I request”.
You need to write a proper support policy mentioning what is included in your support and what is not.
Your current policy says you provide support but it doesn’t say what is included in the support and what is not.That would make the customer’s aware of the scope of the support.
That is a good way to reduce this kind of situations. Just added a short paragraph in my profile. Hopefully that may help in some way in future to clarify what doesn’t include support. In the opposite side, abusive buyers doesn’t care about policies.
leafcolor saidHi @leafcolor,
You could report that 1* rating to Envato Support team, they might remove it.
I already reported to Envato, they repliyed very fast, sadly they say there is nothing they can do even when they recognize the rating is not fair:
The rating is totally misleading, not valid, false, unjustified, etc… I wish I could remove it.
Hi, Some are rude and I guess all of us came across this kind of clients. Just try not to get too affected by those actions and get the 5 stars from the people who know to appreciate your work and then the 1 starts from the “bad” people won’t matter. Cheers
Your point is brilliant. Agree with your thoughts.
In this situation, the template is new and is having great sales; this 1 star rating is killing it in some way.
Life goes on
I would like to ask you something to hear your thoughts,
would you provide support for free that include customizations if the customer is disrespectful to you?
As authors, in general we are able to help, but as long the people is polite
I do that often, but people is polite the most of the time.
Worth reading the full conversation, really, take a look and you can judge. That is no way to ask for support.
Hi @Loc_rabbirt Thanks for jumping into discussion.
It is actually a big issue, you can read the whole discussion in my last item from my portfolio, last comment. Is pretty clear what is the problem: the abusive attitude from the customer.
He basically bought an extension, installed in the same site where he is using our template and he is not comfortable with the result. He can’t blame a template if the problem is coming from another product
Just received a reply fro support. Thanks for being so fast
Sadly, the girl who replied said nothing can be done.
I guess we need to live with unfair (and stupid) ratings forever. So disappointing
Hi Envato staff,
I know is Christmas, but this is very important and I hope can be checked in a good timing.
I need staff refund to a customer that is demanding odd features, please.
He gave us two unfair ratings:
First time: 3 stars
Second time (updated): 1 star
After this he keeps demanding support that include:
1) The template include Bootstrap with sample html snipets but he doesn’t like use html code, he wants “shortcodes” (I didn’t knew that is a requirement for templates). I already replied that the html sample snipets that are not mandatory to use. Is part of the framework Bootstrap in case developers want to use specific features.
2) He want me to customize the template by removing a part of the CSS code. That falls into customization code.
The details are in the support ticket: 125437
i am designing this for a client. it’s a simple request. The main low star rating is because you dont have short codes and my clients arent html experts so this this makes your template hard to use.. simple fact.
I appreciate your help.
Kind regards, Valentín
I join to the club for complains for bad ratings.
I just received a 3 stars rating because my template include bootstrap, the buyer complained because he doesn’t know how to use the html snippets from that CSS framework. Using the snippets is not mandatory, is a plus for the developers who wants to use the bootstrap features.
Also, the complain includes a slow response time. We are in holidays, authors deserve take a break too. I would become crazy when the update support is applied and the anxious buyers ask for faster replies :/
This is so wrong, Envato. Please consider review the ratings.