Authors of supported items are required to answer questions and provide information on how to use or technical questions related to the builtin functionality and features
Why would anyone ask technical question for other than customizing the theme? And what is the limit , how far should we go with the answer, provide the buyer a small tutorial on how that feature is implemented? I think technical questions should not be part of mandatory support, is to vague, it’s an open door to masked customization requests.
Authors of supported items are required to keep items compatible with new software versions.
Even if the item is not listed as compatible with the newer software version? sometimes a major platform update requires many changes, sometimes a full rewrite and if the item has a low number of sales this is not economically viable, it’s wasted time.
Please no grid view default. Hovering over previews scrolling straight down the page is much easier is list view.
Hovering icons to see item preview is so ancient web practice, I understand that is saves bandwidth but is horrible user experience, why do an extra step for something that you would like to see directly? icons tell so little about the item.
If I want to buy something from the marketplace I can’t browse without a greasemonkey script like http://userscripts-mirror.org/scripts/show/154327.html is too much work otherwise, here how it looks with preview image directly http://imgur.com/Sg9AgxN
I think a third option, show item preview directly would be very helpful, lazy image loading can be added to minimize bandwidth.
Nicole, I do not see anything wrong if Envato will write “this theme will work as advertised; everything else is beyond the scope of support” for me. It’s already written in my terms of support. Moreover this is 100% inline with current user agreement and policy: item must work as advertised.
And regarding giving up the control.. it’s nothing more than fears. You are not giving up the control: a) you set your own turnaround time; b) you’re only making sure that your item will work as it should (which you are doing anyway right now). Nobody is going to steal your freedom. There’s nothing wrong with it, IMO.
I understand that there’s a psychological problem with everything that is “mandatory”. But you have to take at least small responsibility for your code (I’m not talking about you particularly, but rather every author).+ there’s always an option not to opt-in. This way you’re basically saying your potential buyers the truth: “this code was checked by Envato and they believe it works; if anything wrong with it – I do not want to deal with it”.
What is written in support terms can change in the future, there is no guarantee that it will be limited to what is defined now, why give up on the right to have your own support terms?
I suspect that you believe that you will have an advantage over the majority of authors with “psychological problems” by being one of the “few” authors that will opt in but this is short sighted as most authors will opt in after they will see that the system will favor the ones that opt in so in the end you will have no advantage but you have already given control on how you support your items.
Envato is going extra mile here in fact. Here’s a quote from the post on Envato blog:Fair Use of Support The buyer item support survey showed us that the majority of buyers believe that a limited number of queries/time spent by authors on their queries is fair. We believe this too. We want to have a way to set buyers’ expectations on a reasonable/fair amount of support even if queries are within the definition of support. This might be through “Fair-use” guidelines or something similar. We consulted the same fifteen authors on this and we’re interested to hear your views on that too as part of the forum discussion coming in the next week.
I don’t get it, you can’t write on your support tab what is not allowed/allowed, you need envato to do it for you? and for this you risk to to give up control over this and allow envato to change what is allowed or not in the future and control the way you work?
If my theme page states that I provide support – I MUST do so. Otherwise it will be false advertising. New support policy outlines clear boundaries of support scope. Everything beyond is not mandatory. So nothing changes here. If person abuses your support service, you can forward him directly to Envato and not deal with this headache anymore. And you will provide 6 month support, not a “lifetime” (what is “lifetime” anyway)? Am I missing something?
It’s false advertising now also, your item will get disabled for false advertising.
You can also outline clear boundaries and support scope on your support page/tab and everybody can set theirs not envato’s so what is the advantage of the new feature?
But it changes a lot, now it’s “mandatory” support not optional/your terms, you can’t ignore an abusive customers for 6 months if they are asking questions that are under envato terms, terms that might change in the future and it can also be very subjective, who judges that it falls under the terms or not? envato after a 2 week anwser?
Actually this new support policy is about restricting abusive buyers. And making less support load…
How does this feature help restrict abusive buyers? what was optional/your own terms is now mandatory and on envato terms, this will clearly help abusive buyers not restrict them.
Look, I’m trying to understand. I’m not trolling or something. You said yourself that you provide a great support already. So what’s wrong if you opt-in to mandatory support program?
I think is pretty obvious, more work because of higher buyer expectations for the same theme price, no more support is not mandatory option for abusive buyers.
I’m glad that all the pressure from the community made envato add the opt out possibility, this is step forward.
The only thing that I don’t like is the possibility of less exposure for authors that don’t advertise support on envato terms by implicit sorting by support or other ways, of course authors that provide mandatory support should receive more but this should be with a badge, optional sorting/filtering etc not by implicit hidden sorting.
Buyers that expect the free mandatory service should choose to see those items first not push them by default for everybody without any option/filter by doing this you force all authors to opt in later and the opt out is just a trick that will just delay the mandatory support for everybody.
I just want to repeat for authors that are in favour of the change that free mandatory support will mean that buyers expectations will increase and this will mean more work with no extra payment, most buyers finish setting up their/client’s website within 6 months or will try to do so, the extra support packages will never be bought, this is just another trick to push the new feature and have more sales for both authors and envato but higher revenue only for envato because authors will work much harder for each sale.