Hmm what about having 3 states instead of 2 states?
- 1) Paid Support (offers paid support and is obligated to support)
- 2) Unpaid Support (offers free support but is under no obligation to support)
- 3) No Support (offers no support)
I do know the reply I will receive already.. “3 sates is more confusing for buyers than 2 states”. That’s true, 2 states of support IS less confusing, however your implementation makes it more confusing for buyers. Mainly because authors will go to great lengths to continue doing what they have already been doing, which is offering free support.
1) A little existential: Everything is cause and effect. Understanding you’re a tiny piece of the universe means that you have the ability to manipulate it.
2) Specialise in one area. Don’t jump into other fields or industries without doing the proper research. You’ll get bitten.
Super happy about this setup. My current place of work uses slack (I’m remote) so its really handy to have an elite author channel right there for me to access at any time.
Awesome work so far Chilly!
onioneye saidWe are working on something like this with our Elite community (http://themeforest.net/forums/thread/envato-elite-community/185227). We’re close to 100 members now, once we reach a good number, we’ll start organising polls and present results to Envato.
Maybe you should quit everything you are doing now and make a
community-widesite-wide poll on how confident authors are in Envato’s work. I am sure the results will be disastrous for you. Ah, sigh. I am done really. Signing off…
Hey Chilly, how can I join. The link you posted is a page not found.
Many of us top buyers purchased BECAUSE in large part of the included ongoing help in comments area and included ongoing updates (compared to competitor’s sites).
On behalf of all buyers, I can tell you that was a key part of our purchasing decision, and was what existed when we purchased hundreds of items.
By trade law, You can’t all of a sudden just arbitrarily put a time-limited 6 month cap on what had been free, for earlier/grandfathered purchases. You can do that for new purchases, but not for pre-existing purchases; that’s a trade law violation and customers will likely complain to FTC/ACCC (leading to fines/sanctions against envato/authors).https://www.accc.gov.au/contact-us/contact-the-accc/consumer-complaint-form . . https://www.ftccomplaintassistant.gov/Details#crnt
If I bought with “x” included, you can’t now start arbitrarily post-purchase take that away or tack on extra charges that weren’t there when I bought: that’s an ‘implied Breach of Contract” under US/AU consumer trade law. When I bought, there was no added charge or time limits (support via comments + updates were included). Check with legal counsel. What counts is ‘what was typical at point-of-sale/time-of-purchase’. You need to honor commitments both express AND implied to buyers at time of purchase. You cannot add new charges or otherwise limit what was offered/provided as an included part of purchase at time of sale for prior purchases. It would be like buying Windows 10 software one-time, then a year later Microsoft decides to start charging monthly fees to continue using it; that would likely be a trade-law violation.Envato, I request that you honor what was in place, typical comments-thread support +updates, when I bought, because that’s a large reason Why I bought so much.
You weren’t entitled to anything before, so I dont see what needs to be honoured here. If an author advertised free lifetime updates thats on the author, not Envato. Thats something you will need to take up with those authors. As for the majority of authors who DONT advertise / market that they offer life time support and updates, they are under no obligation to support you… they never have been.
Im still confused as to the approach that you are implementing this thing, it seems backwards. Logic would dictate that you create support tools (inclusive of public ratings) and implement them first, before starting to charge people for support and take a 30% support cut.
So let’s look at what you’re actually doing for the platform (authors and buyers)
- Adding the option of support packs into the checkout process.
- Updating the API so authors can see who is / isn’t inside their support period.
- Updating emails and comments so authors can see who is / isn’t inside their support period.
Unless I’m missing something that’s all you’re doing. So, as I said before the implementation of this feature just isn’t good enough for a multi-million dollar company.
This is not an attack on the hard working staff at Envato, I know there are many hard workers there (I’ve seen em!), this is about miss management and implementation of a platform wide feature.
Please hold off from launching this on September 1st and reconsider the position you are taking on this OR provide better implementation at launch by improving ratings, comments, support tabs, points of contact.
- You can only remove an item for sale once you have honoured all support purchases. So the process would be: 1. sell item with support, 2. disable support (when you’re thinking of retiring an item), and then 3. delete the item when all the support purchases have been honoured.
- Advertising on Envato that you have an offsite forum where buyers can help themselves (e.g. discuss issues with eachother, look up FAQs, etc) is totally fine. Self-service options are win-win for buyers and authors.
Thank you for the clarification on both points. I seemed to have jumped the gun in my earlier reply regarding support forums. That’s good to know we can advertise that.
Hi Andrew, thanks for the answers. I don’t want to speak for any other Authors so I’m only speaking for myself when I say this.
Envatos implementation of paid support (based off the answers you have given), is simply not good enough.Firstly:
That’s right! If they don’t have support and they need your help then you’re well within your rights to ask them to purchase support.
There will be no change to how the private message functionality works as part of the initial release but it is something we are looking at improving going forward.
Buyers will still be able to see the support tab and use the support functionality even if they don’t have a valid support entitlement. Under the new item support policy, authors are fully entitled to ask buyers to renew their support if they are seeking assistance when their support has expired.
You’re implementing a feature that would require customers to purchase a support pack but not doing anything to enforce it. Instead you’re relying on Authors to ask people to buy a support pack to answer general questions about the item. Making the author out to be the bad guy in this situation while taking a 30% cut.
I know it’s been said before, but I’m here to sell a product, not a service and if I am going to sell a service, I should be able to choose my own rate. You’ve got a great service platform in envato-studio, where service providers can choose their own prices. It makes no sense that you aren’t letting authors do the same here if they too will be selling a service.
Thanks for the answers Andrew, much appreciated.
1) So effectively we can delete an item any time we want, but we would still be expected to honour the support agreement (should someone still be in the support window). This totally contradicts itself though, because a deleted item can’t be updated, and the definition of support you’ve given includes updates.
Just looking for a yes or no. Can we delete an item if people still have support available to them.
2) After reading the advertising guidelines I have a question regarding theme forums outside themeforest.net. Let’s assume I choose not to support my items, and instead create a forum where people / customers can communicate and help each other with item related issues (open source support). Would I be able to advertise this on the theme page?
Thanks again for getting back to the questions.