Regarding support, I keep hearing separate ratings for the theme and support service, and so on. You are looking at it the wrong way. It’s all about the experience and you can’t separate one from the other. This is all the buyer cares about: the experience, the package, how he feels after your product has done what it needed to do for him. The rest is professionals talking to other professionals.
This is why I must express, one more time , the need for a shift from star ratings (this is so 90s) to a more contemporary, review based approach (think Amazon). Aren’t we living in the age of transparency, of social media, of empowering the individual, and so on? So why wouldn’t we trust good, decent buyers to express their opinion, and/or allow others to up-vote that? Oh sure, not all buyers are like that. Some are real … (you name them), you might say. But, from our experience, thats the minority (quite a small one actually, vocal, but small). Why don’t we trust the large majority of buyers that genuinely understand things, and appreciate value and quality?
Don’t know if others noticed this, but Kriesi just broke the 100K limit!!! Good for him and his team.
Talk about romanian brotherhood (sau sa ne avem ca fratii)
Hi. Shellshock is orders or magnitude worst then Heartbleed because we are talking about taking over servers instead of sniffing for info.
Hi. We’re from the other side of the Prut (Iasi).
@justcallmetom Can you be our customer? Pretty please?
@Horizonq8 What can I say… you’ve got it! Maybe except for the fact that we prefer a private ticketing system and a forum + knowledge base, but apart from that … so true.
Splendous said+1 This sounds great.
Would this mean I can’t sell my support anymore? What next, paid customisations, so I can’t charge for customisations anymore?
This is another problem Envato have to deal with if they insist on their policy change. Many authors already offer paid support how can you deal with this.Please guys give suggestions for this situation. If anyone interested in reading my suggestion, it’s in the previous page … http://themeforest.net/forums/thread/item-support-timeout-gathering-more-data/140559?page=21#1109070
We should just remove the term support from the equation, it’s too open for interpretation.
Make some kind of warranty mandatory (item has no bugs – bugs will be fixed, item works as advertised, item will be updated for x months). This will also remove a lot of frustration from authors, as with the term support, of course some people will think you will do a certain degree of customizations for them, or install WordPress for them and so on. Nobody will think of those things if you change the term support to the term warranty.Then give authors the ability to sell support, customizations and so on on a voluntary basis with their own prices (in a given range – similar to the old elite author price adjustment tool), give us a forum for that and take your 30% off of that.
Agreed- “Zero bugs policy” kinda terms we used to describe the warranty we would given to our work/customization- it works nicely to give proper impression that “item has no bugs – bugs will be fixed, item works as advertised, item will be updated for x months”.“Support” is a vague term- gives wrong message most of the time if not always.
-1 This is just as hazy as “support”. Come on, we are writing code, code is inherently bug prone, hence there will always be bugs. So to brag yourself with a Zero -Bug Policy is a big overstatement. Not to speak that most of the time bugs arise from the interaction of our themes with plugins and hosting environments. Where do we draw the line? Sometimes we do stupid things in our themes that break well coded plugins, and vice versa. Sometimes we take host settings too lax and we don’t watch our back enough; other times there are host environments that are simply configured bad.
Just my 2 cents.
Me bragging again 82 sales so far