Posts by justinfrench

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justinfrench Envato team says

We’ve got a nice big pile of authors, so I’ll disable the form for now. Thanks everyone for your interest, we’ll be in touch with some of you soon.

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justinfrench Envato team says

In fact I’m on vacation right now in Japan. I think I’m with a lot of the other authors on this one. No one needs to know this but me and the customers (whom I tell) who have questions I can’t answer because 1) I don’t have the right tools for question or 2) I have limited internet access etc etc.

I’ll make sure I discuss this perspective with the authors in the beta, and if you’re available, I’d love to have a quick chat on Skype with you. It sounds like you already have a process that works for you, but it’d be great to learn if/how we can help.


What are the limitations on vacation time?

We haven’t implemented any limitations. The focus is on providing tools to authors that help them proactively inform and set expectations with their buyers.

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justinfrench Envato team says

@justinfrench, you are saying as if this is optional but when the Support becomes mandatory for 6 months and 72 hours restriction put on response time, anyone going for vacation can’t avoid using this tool/info right?

The answer from the authors is that we don’t want the “72 hours” option to be forced upon us. Why do you want to test this vacation time? What is the point? Why going against the community?

We asked for this feature two years ago. You are now bundling it with something we DO NOT AGREE!.

Some aspects of the Item Support announcement are plans for December 1 and beyond, and many of them will go through a lot of refinement. The ‘72 hours’ in particular was a starting suggestion, and there’s clearly lots of feedback we need to take into consideration.

Other aspects of Item Support, like vacations, are related, but we’d like to see them launched much sooner, letting their usage, uptake and impact influence the rest of our decisions.

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justinfrench Envato team says

Hi friends, I was already apologized ; there was no need to do that ; we can handle our vacations ourselves, it’s not something vital and only a work of adding a simple notification to our items’ pages. Simple. But what I was mentioning was vital for us, for fellow authors, as you already know.

Please let us know about it.

Kind Regards,
Bedros

No problem, I think we’ll see those links back early next week, maybe sooner.

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justinfrench Envato team says

Do I get paid vacation? Why do I need to tell you this information?

You don’t need to tell us, but many authors want to communicate this information to their buyers near the comment form and other places where buyers look for support.

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justinfrench Envato team says

Thanks Justin! will sign up asap.. however:
This form can only be viewed by users in the owner’s organization.

Oh fail! I’ve fixed that now, thanks for letting me know :)

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justinfrench Envato team says

Hi folks!

As Collis recently mentioned

We’re also working on features for authors to let their buyers know when they’re away on leave or taking a vacation.

Yes indeed we are :) I’m looking for a handful of authors to help us test and refine this feature before we make it more widely available. We’re looking for a balance of authors from both CC and TF, with different sized teams, from solo authors all the way to bigger teams with many support staff.

If you’d like to be involved, please fill-in this Google form.

We’ve got more than enough authors for the beta for now, thanks everyone!

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justinfrench Envato team says

I am a lone wolf, like many authors here. Say I want to take a longer vacation where I have no Internet access, or suppose I get seriously ill and am in the hospital. Things happen where people are unable to work, either by choice or by circumstance, and we should not be punished for that. I very rarely let a support issue go unanswered 24 hours during business days (Monday – Friday), let alone 48 or 72 hours, but I should not have to worry about the consequences if I am unable to provide support within a certain timeframe. These proposed changes severely limit the freedom that both buyers and sellers have come to enjoy.

We completely agree, and this is a huge part of making support sustainable for authors and clearer for buyers. As mentioned in Collis’ post, we are working on a system for vacations, illnesses, etc.

We also recently released the author teams feature, which makes it possible for authors to share their support work out to other users (though we understand that some authors may not ever want to do this), and finally, we want to set an expectation with buyers that it can take a few days (rather than a few hours) to get a response due to time zones, weekends and other issues.

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justinfrench Envato team says


Guys, you don’t get it. Less support after 6 months? Haha, nice joke. Let me see one of you saying to a customer “Hello, unfortunately we can’t offer any support since you purchased the theme more than 6 months ago” and getting a 1 star right after that.

Dangit that’s a really valid point… Sorry if I missed a reply to that, it’s hard to follow this thread, but maybe you should disable ratings after six months too then.

When I heard about this whole change I thought it was pretty legit, but after reading so many valid and well-thought responses against it I can see the vicious circle this could start.

This thread shows once more how valuable this community is when it comes to decision making!

Absolutely, and while we haven’t made a final decision, limiting the period that you can rate an item was on our list of changes, and it seems very fair to me.

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justinfrench Envato team says

As said to Doru, I stopped performing customizations 2 years ago since support + development already took my whole time. Envato can’t force me to do that, then they must be optional.

Our draft definition of “support” (as mentioned in Collis’ post) definitely does not include anything “premium” like customisation work. That would be horribly unsustainable for authors, which is the exact opposite of what we’re trying to achieve :)

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