Posts by voudini

13 posts
  • Bought between 100 and 499 items
  • Has been a member for 4-5 years
voudini says

Ok, guys, let’s save all of the “Not everyone is an expert” and “You should read the documentation” and such similar rhetoric. I have been a developer since the early 90’s, and am a well seasoned theme developer and general coder in PHP, Java and C#. I wouldn’t start a thread if these incidents were isolated to a 1 time event or if they were a simple “DOH, I forgot to upload my theme, derp!”. I have let many issues slide and/or fix them myself, but enough is enough already. I thoroughly read theme docs (50/50 chance there is any of any significance, and 50/50 chance that the ones that do have docs are well written and give details for common problems.). Usually what I find is a lack of docs and a link pointing to their support forum, where I then have to register and provide them my details to get any sort of support. The straw in this case was that the admin panel wasn’t functioning as described in the theme docs. Dropdowns that didn’t work, buggy buttons that were misaligned and seemed to do nothing. Then to top it all off a “Reset” button that killed the theme to an unrecoverable point and ultimately blew up my DB after I tried to repair / restore the tables it was affecting.

So, let’s save the “Theme developers don’t get respect” / BooHoo topic for a different thread. Let’s move it toward, the customer needs better service and deserve it.

Refund received. Problem solved, this time.

13 posts
  • Bought between 100 and 499 items
  • Has been a member for 4-5 years
voudini says



P.S. There should be a 12 or 24 hour window for obtaining an automatic refund from the time you first download it.

This would get abused endlessly..

- Ed
+1

Just because you and Ed might abuse the system, does not mean the rest of us would. Yet, you believe we should all have to deal with substandard themes and have to wait for Support to refund after they “investigate”? What will they “investigate”? It’s right there in the comments of the theme from multiple users having issues. Also, it wouldn’t be an issue if “Envato” had screened the theme better in the first place, so my faith in Envato’s ability to “investigate” these issues is a little short.

There are ways to activate and lock down themes to help alleviate these issues, by the way. If I don’t have a “purchase”, you can lock down a theme to where it won’t work. This would keep people from potentially abusing the system, as it were. So, I’m just trying to point out that the current system leaves a lot to be desired. If Envato isn’t going to screen and keep the theme developers in line and the products Envato sells being 100% functional without the need to get support right after a purchase, because the features that are advertised are non-functional, then there needs to be a better refund / licensing / activation system.

P.S. This isn’t Google+. That +1 won’t do anything.

13 posts
  • Bought between 100 and 499 items
  • Has been a member for 4-5 years
voudini says

The fact that Envato sometimes refund new users who have purchased the incorrect file type is considerate in itself given that in many cases they had downloaded it – genuine error or not. But ech case needs to be at their discretion.

While as Sevenspark says it may be an idea for authors to give direct refunds then it requires a self moderated decision process which could potentially get tricky without an independent adjudicator like Envato staff.

Quite often (not necessarily in this case) we see people demanding refunds for a range of justification when on occasions it is due to their lack of technical knowledge, not checking the demo carefully enough or not reading the description or documentation thoroughly enough. These cases demonstrate the need for a 3rd party decision maker.

I hope you get your issue resolved but absolutely a auto refund option could never be realistically viable. I cannot think of any leading market which operates in that way – they would be bankrupt within a month.

Definitely not in this case. I develop themes myself. I am also highly irritated because I spend a LOT of money here and it’s a 50/50 shot whether the theme will work out of the box or not without any support from the author. I don’t know what the screening criteria is to put something on the marketplace, but whatever that may be isn’t working very well. For example, I have never had any issues with themes from WooThemes, or YooThemes or many of the other theme retailers. They all work, 100% of the time, because they have put a lot of time into testing. I think Envato needs to adopt a similar principal. The ONLY place that I ever run into issues is here. It makes me want to stop spending money here entirely.

13 posts
  • Bought between 100 and 499 items
  • Has been a member for 4-5 years
voudini says

I agree 100% with Ed – you are right we do not have data to support it BUT there is a reason why digital download sites operate this way.

Think itunes – you download a video and then ask for refund within the first 12-24 hours will you get an automatic refund? No because other wise everyone could download stuff to their machines – request the refund and get it for free.

I get that you are referring to a theme which is allegedly faulty in which case (as it would be in itunes if the video did not play for some reason) staff would check it and if there is a problem then you would receive a refund.

The rules are clearly stated in the T&Cs and with 2 million+ users of course it takes time for staff to check these things.

If there is a problem with you theme then I am sure they will resolve it.

Bottom line, Themeforest, and similar marketplaces are a business and need to protect themselves from the unfortunate % of people who are less honest on the web.

Google Play has a refund time limit. They seem to do pretty well.

13 posts
  • Bought between 100 and 499 items
  • Has been a member for 4-5 years
voudini says


P.S. There should be a 12 or 24 hour window for obtaining an automatic refund from the time you first download it.

This would get abused endlessly..

- Ed

Neither you or I have metrics to backup your statement, so I’ll just ignore it.

13 posts
  • Bought between 100 and 499 items
  • Has been a member for 4-5 years
voudini says

Hello,

What is the policy for obtaining a refund on buggy themes that are in the marketplace? I have already downloaded and tested the theme before I could find that it just won’t work and doesn’t function as described.

I sent an email via the Support link, but is that the correct way to do this? Often I feel like I’m getting shafted by this entire marketplace. I buy a theme, it has a lot of bugs, then I try to get support from the author and it’s a 50/50 chance that I get any reply at all. So countless dollars go down the drain because Envato doesn’t have a better refund policy / system in place. It’s my opinion as a customer, that refunds should be given by default if the theme or script is reported to have bugs, then let the author sort it out. Why should the author hold onto my funds for something they are selling that doesn’t work? Why should Envato hold onto their % of those funds for the same reason?

Whatever the case is, the refund system is severely lacking and needs some attention. I have purchased a lot of stuff here and it floors me that there are so many poorly written scripts, themes and other products that continue to sell even though there are many users complaining in the comments for those items.

Anyhow, </rant>, what is the protocol for getting a refund?

P.S. There should be a 12 or 24 hour window for obtaining an automatic refund from the time you first download it.

13 posts
  • Bought between 100 and 499 items
  • Has been a member for 4-5 years
voudini says
13 posts
  • Bought between 100 and 499 items
  • Has been a member for 4-5 years
voudini says

I don’t see why Envato doesn’t let the community police itself. The first 5 purchases that give reviews should be able to indicate whether the product is good or not.

You would need to build a better review system that had some additional parameters, and allow the reviewer to edit their review for up to 30 days or something like that.

But let’s say a developer adds a new theme and 5 people purchase. Out of those 5 people, to KEEP the “Active” status, they must achieve a minimum of 4.5 stars. Those reviews should be public. If the first 5 (arbitrary number) reviews get less than 4.5 stars, the product goes offline and not available for purchase and the first 5 purchasers get an option to “Refund”. They can choose to keep it if they like, but an automatic refund is given if they want it.

If the product goes offline, the developer has to fix the issues indicated in the reviews & comments before it goes live again. Once it goes live again, the first buyers get a notice that it has been updated and to please re-review (if they buy again).

One of the criteria should be “Developer Responsiveness” or something to indicate how invested in their product the developer is.

Anyhow, what this would do is give the prospective buyers a clue as to the quality of the product when it’s first launched, and give the developer necessary feedback. The comment system just doesn’t work well enough.

Just an idea, but I think if you let the community police itself, you might get better results than what the current system is.

13 posts
  • Bought between 100 and 499 items
  • Has been a member for 4-5 years
voudini says

Hi Voudini,

I’ve joined here today really and caught your conversation here, maybe there’s something I can do to help you get installed, configured and ready to rumble.

If you could point out the issues you have experienced will be happy to provide a bit of support until the Author is ready to reply.

Hi agrc, thanks for the sentiment. I am also a developer, but I tend to purchase themes so I don’t have to develop as much. If I buy a theme or a script, it should work as indicated in the demo and as described in the description. Namely, in this most recent issue… The “brown” theme should be “brown”, not “blue”. See the frustration? It’s simply laziness and lack of QA that is causing most of the issues I find.

I can fix it myself, but then why did I pay the developer & Envato?

I want Envato to give me some sort of an explanation as to why this keeps happening and how they plan on resolving it going forward.

13 posts
  • Bought between 100 and 499 items
  • Has been a member for 4-5 years
voudini says

Hey, voudini, don’t leave it, please, coz there are authors who still make quality, no bugging themes.

Hi Pixelous, I’m not saying that ALL of the developers have issues, just the ones I’ve happened to purchase in the last few months. It could be that there are a lot more developers lately, however, the most recent one that I’ve purchased is also an “Elite Author” which is even more disturbing. How does someone get that status if they put up themes that don’t work?

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