Posts by refaktor

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refaktor says


Imagine you cannot have holiday with your kids/parents/friends because you MUST reply within 72 hours. When you’re employed you can have a vocation. But here you MUST reply within 72 hours – no leave of absence. Not cool right?

I already do that and I find it common sense. People spent money to buy my code (they worked for that money too!), so it’s my moral duty to offer support ANYTIME (forced or not by the Envato rules). It’s true, I am not a power elite author, so I don’t have so many support requests in a day….but if I will ever be an elite author, I will have the same attitude.

I remember this January…first day of the year…. In my country it was one hour after the New Year’s Eve and I received an email from a buyer. The email was marked as important, I answered immediately. Then we debugged his website for more than 3 hours, together, I even made some customizations he wanted. I was happy when he was happy in the morning. Of course, I could have told him that it’s the New Year’s Eve and I’m not available for freelancing, right?

Last Christmas? The same. I was on holiday, with my kid and my husband, we were visiting our parents. I went in another room and answered support requests from my tablet and phone.

I even bought recently a laptop to be able to answer and to be “connected” anytime, from anywhere.

It’s a personal choice how much time you want to invest in your personal business here on Envato market.

After all, working here it’s somehow like working in a real company in the real life. You don’t like the conditions, the rules, the environment, you are free to choose another place to work that suits you more.

Some people call it support. I call it responsibility.

LATER EDIT: I hope that my post here will not lead to negative ratings&comments from anonymous authors who are against the mandatory support. It wouldn’t be fair.

That is your choice though, and that is the root of the issue here. We should be left to decide for ourselves what our own policies are regarding customer service and support. How would you feel if the tables were turned and Envato was instituting a policy forbidding you from offering the kind of support you currently do. What if they told you that you could only reply to support requests after 5 days of being posted? We all choose to interact and deal with customers in our own way and we should be allowed to continue doing so.

86 posts
  • Has referred 200+ members
  • Has sold $250,000+ on Envato Market
  • Has collected 10+ items on Envato Market
  • Elite Author: Sold more than $75,000 on Envato Market
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refaktor says


Maybe it’s time know who those:

stewboon quote: “We worked with a number of our elite authors (including data from their support systems) to understand all of the data points you mentioned in coming up with this plan.”

Most the elite and power elite authors have already posted their thoughts regarding upcoming changes.
+1
Purely logical and true.
Can anyone (with authority) shed some light on this if it is possible?

+1 I think everyone here would like to see some transparency on this matter.

86 posts
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refaktor says



+1 Also let’s keep this thread clean for Dream-Theme. Only use +1 with a small comment and all other comments can go into the main thread. Thanks Dream-Theme for heading this up :)
I thought you said yesterday that “this is a great move for all involved”.
Well, my first reaction was “Mandatory support? Ah, OK – we do it anyway”. That was before I started to think about long-term consequences.

Not you I was referring to WebSmacker but I edited it out, he must have come around to join the cause :) Fight on brothers and sisters!

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refaktor says

I’ve been active in the main thread but +1 here as well.

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refaktor says

Also, on a completely different note, you guys really think that December 1st (right smack in the middle of the holiday season) is a great time to implement such a radical change? This is the last thing people are going to want to deal with during a time that is already hectic for a lot of people.

86 posts
  • Has referred 200+ members
  • Has sold $250,000+ on Envato Market
  • Has collected 10+ items on Envato Market
  • Elite Author: Sold more than $75,000 on Envato Market
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refaktor says


Also 72 hrs is not enough for a single author, envato support weren’t that fast even though you have dedicated support team. I hope this will have a clear guidelines before it starts.

Yes. Clear guidelines and setting the right expectations with both buyers and authors is crucial. On the topic of 72 hours, our goal is to find a balance and set reasonable expectations with buyers (who sometimes expect instant responses), and we landed at 72 hours because it allowed a day for a response, with another 48 hours to compensate for timezone and weekend issues.

On one hand, authors need to be able to maintain good working hours, but on the other hand, it can be really frustrating for a buyer when their project has a deadline, they’ve spent money on something that contains a bug and they can’t get a response from the author. 72 hours is more sustainable than 1 hour or 24 hours, but we’re open to the idea it isn’t enough.

What do you think is a fair balance for the needs of both buyers and authors?

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.

86 posts
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refaktor says


I took a second to create a brief poll which can be taken here http://strawpoll.me/2423370. I would love to see some actual statistics about people’s opinions.
Not very relevant if Envato username is not included. I have a dynamic ip address and if I make a release & renew IP, I could vote as much as I wish. Other people could do this too.

Yes I will admit this is not the most scientific poll but I don’t imagine a lot of people are doing what you’ve described. If anyone else would like to create something more in-depth I’d welcome it.

86 posts
  • Has referred 200+ members
  • Has sold $250,000+ on Envato Market
  • Has collected 10+ items on Envato Market
  • Elite Author: Sold more than $75,000 on Envato Market
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refaktor says


I took a second to create a brief poll which can be taken here http://strawpoll.me/2423370. I would love to see some actual statistics about people’s opinions.
I wanted to create the exact same thing! :D

Ha yeah I just wanted something with simple poll questions so that non-english speakers can have an easier time understanding it. It was hard to gauge the numbers just by going through the pages of replies. Obviously this isn’t very scientific but I think a general idea of people’s feelings on the subject is a good start.

86 posts
  • Has referred 200+ members
  • Has sold $250,000+ on Envato Market
  • Has collected 10+ items on Envato Market
  • Elite Author: Sold more than $75,000 on Envato Market
+4 more
refaktor says

I took a second to create a brief poll which can be taken here http://strawpoll.me/2423370. I would love to see some actual statistics about people’s opinions.

86 posts
  • Has referred 200+ members
  • Has sold $250,000+ on Envato Market
  • Has collected 10+ items on Envato Market
  • Elite Author: Sold more than $75,000 on Envato Market
+4 more
refaktor says

I really don’t understand why people calling for a consolidated support system here on the marketplaces? Support forums for each author here at Envato? Why? Envato is clearly overstepping boundaries here, essentially treating treating authors as if they are employees, and you want to give them more power? No thanks, keeping support off site and developing a relationship with customers is far too important to hand over to big brother. Envato already has enough control, they don’t need more… people really should consider this when they ask Envato to develop an integrated support system. ;)

That is a great point about our relationship with our customers. I also hadn’t thought about the potential backlash we will receive when he have to explain to our customers (some of which we have had for years) that they can no longer receive ongoing, free support because Envato wants to make more money. I have had many repeat customers because of my updates and continued support for those updates. They continue to purchase with confidence because they know I’m there to address any issues that may arise during the evolution of my products. By taking away my ability to provide free, ongoing support Envato is not only taking money out of my pocket but theirs as well.

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