The point you’re missing though is that our time is not yours to sell or to manage. We supply the stock, you are selling it. We’ve already put a large amount of time into the stock, that’s what gives it value. And now you’re making guarantees that we will support our products for 6 months within 72hr response times and bundling it into the purchase?.. we don’t work for Envato, and we’re not getting enough return per sale to make that commitment to each customer. It may be true that only a few customers will need or ask for support, but you are still selling and managing our time without giving us enough incentive. You’re also giving a lot more power to buyers, since it appears they have now purchased our time too. We’re not here to sell our time, we are here to sell stock items. If customers wanted our time, they must pay for it at a price which is feasible for authors – if they wanted to offer this service.
Very well said.
I really try to understand, but I can’t. If you guys already offer support (a very kind and professional one, most of you), why are you against the”mandatory” support?
Because you need to deliver what you promise. If you promise support you need to deliver it. If the support is not promised, buyers know they cannot expect it, and they cannot complain if they are not getting it.
If an author decides he can afford to provide a free support to his buyers, that’s his own choice and freedom to do it, and that’s going beyond the buyers expectations. Authors are also able to refuse to provide support to people who clearly are abusing of their time, or people who just rate 1 star their items because even asking a question. What’s wrong with that?
The argument of having the same support experience for all the buyers doesn’t really stand, because the terms and conditions already stipulates clearly that purchasing an item doesn’t come with support, and that authors are not requested to provide any support.
Is the problem the fact that a lot of authors are proving it anyways? So what? They are very happy to have the freedom to do so, and get their buyers more satisfied. But if one day for a reason they are sick, or decide to go in a one month vacation, they know they can do it, and don’t need to worry about it. They may loose some sales but that’s their freedom isn’t it?
Why would you like to impose to authors that they need to be available each 72h to answer to support requests? That’s crossing a red line into going into people life. It’s ok to do it with your employees. Authors are mostly freelancers, or even companies (like us), but certainly not employees!
This new policy can be resumed to this: - Giving a new right to buyers (even if they never asked for it) - Giving that right for FREE - Increasing buyers expectations towards authors - Forcing the authors to provide support for FREE and under certains defined conditions - The authors are not even compensated for that extra responsibility.
This move doesn’t seem right at all. It may seem like a good idea, but if you think a big more about it, and see all its implications, you really realize it’s a hell of a very bad idea. And a lot of authors are already very frustrated by this. That would certainty not help keeping the essential TRUST between authors and Envato, and that would certainly not be beneficial to our community on the long run.
The lifetime updates is not sustainable. That’s like buying a new luxury car, and ask the dealer to get a lifetime updates on the audio system, or new GPS software that may appear in 1 year, 2 years, or why not 10 years (lifetime hein?).
That means you purchase an item at date 1, and still hope to get free updates 10 years later. So basically you want to make authors slaves.
When you buy a book explaining physics. Do you ask the author to provide you lifetime updates on that book, when new discovery are made, or if the author have other better writings? I don’t believe so. If you are lucky the writer would write a new book, or release a new version of the same book. And if you want to get it you need to purchase it again.
That make sense because the author will not work for free, by passing his lifetime updating what he has released years ago. Why would a themeforest author, or a codecanyon author, who keep updating their items years after years, to adapt to new technologies, using the newest frameworks, adapt to the latest WordPress changes if that’s a WP plugin or theme, why would they do that all for free?
It’s not realistic. That should be a system taking care of that. And a solution would be to be allowed to get the updates within a certain period of time (ex: 1 year). New buyers would of course get the latest version and have also 1 years from their date of purchase to get the free updates. But a person who have purchased an item 2 years, and still want to enjoy the benefits of it, would need to renew her purchase, in order to keep the updates.
That’s also in the benefit to the buyers, who will have the item purchased keeping updated, and the authors compensated for their time. Isn’t that better than just the authors getting discouraged, and stopping updating an item if they feel that doesn’t help them?
yougapi saidI’m curious how are you going to explain buyer that this particular question isn’t covered by ‘basic’ support and that he has to buy ‘premium’.
VF said100% agree
+1Since this gives opt-in / opt-out choice for authors, this doesn’t costs author freedom. Also buyers won’t feel cheated because they know what to expect while clicking purchase button. Cuts the long subjective area.
Actually in my opinion it should’t read “Purchase with free basic support” for the first option, but simply “Purchase Without Support”. That simply means that the purchase price includes only the license price, and the right to use the item. It would also be in the continuation on the logic that has been here for years, which is that the prices are already low compared to their quality, and for that reason buyers cannot expect FREE support from authors.
However for the fewer percentage of people who want to get more help, get their questions answered in a defined period of time, they could purchase the item with a Premium support. That way they know that if they get stuck, they are sure to get their answers quickly. And of course the authors get compensated for that extra time and that extra responsibility and/or more responsive time.
The buyers could also decide to purchase the item without support, and decide few hours or days after that to purchase the premium support package if they think they would need it, and wish to get a guaranteed support.
I think Envato should think more about what they are willing to implement, and the potentially bad consequences and many frustrations of this new change, that would also be hard to revert back once the buyers will take as granted the fact that a guaranteed support will come for FREE with each single purchase. Support is not a tangible thing. It’s a service, and is not something that could be imposed, especially when you want to impose it without any compensation !! Authors shouldn’t loose the motivation to keep creating great items, and shouldn’t get frustrated by new policy concerning them directly, and that seems to be rejected by the vast majority of them. That’s playing with people life and time, that’s not like doing tests with new prices models.
If the buyers should get new rights (a new guaranteed support service), that should come by having to buy a support pack FROM DAY 1, additionally to the price of the item. And according to our experience, we know that a lot of buyers would understand very well they have to pay if they want to get that kind of premium and guaranteed support.
I don’t understand what the hell with the idea to give buyers a 6 months kind of GUARANTEED support (which is relatively long period of time) and all that for FREE. The only certainty of this new rule is to set a much higher expectations from the buyers, with nothing in exchange for the authors, and nothing to compensate them for their time in return. And you can be sure that some buyers will use that advantage to its full potential.
Already today with the optional support some buyers don’t hesitate to push the authors and use the rating system as a weapon against the authors that don’t want to do whatever they think they are entitled to, having the authors obliged to provide support would make these buyers, and others that didn’t use to think so, that now they are entitled to request much more from authors. How could that be done without any compensation for the authors?
I also join a lot of other authors, that suggested to have 2 options.
Options1: have a button to purchase an item as it is. Buyers can still post comment, or ask questions by emails, but support would still be optional, and is at the FULL discretion of the authors.
Option2: the buyer can purchase the item AND purchase a support package from day 1, and could get in exchange a guaranteed support for a specific period of time. That way the buyer who paid for the support package, is sure to get his answers within a specific period of time (72h or whatever period).
That’s much more logical, not only in the economic point of view for authors (no one should be forced to work for free and have new obligations without any compensation), but also is more clear for buyers (to whom it would be clear that authors time is precious, that they are NOT FREE WORKERS, that buying an item doesn’t mean they own authors time, and also will make a lot of buyers more respectful toward authors).
When a buyer is aware that support is not included, and if he wanted a guaranteed support he needs to purchase a support package to get it, the whole logic changes. Don’t you see that Envato?
That’s a win win situation for everybody. Envato make a commission from the new support packages a buyer can purchase from day 1, authors are compensated for their time, and can keep proving great support to the buyers who have purchased a support package, and buyers are educated in the same time to the fact that buying a 10$ or 20$ items doesn’t grant them hours of free support or the right to have several dozens of emails or questions answered.
Having the authors forced to provide a FREE support, and set in the same way much higher the buyers expectations, would just make things much more frustrating for everybody, and would be potentially much worse than it is today. Because it has a hell lot of implications. And is just simply wrong to request authors to do more, respond within a certain timeframe, without any compensation.
I find that making support mandatory without any compensation for the authors for their time is a bad move, and is in contradiction with the logic that has been going on from the beginning. Most buyers know that authors are not required to provide support, and that has been decided mostly because of the prices of the items that are pretty low relatively to their quality, and also because buyers are paying for the license and the right to use the item, not for support.
Most authors I know, and we as well, are happy to provide a free support to our buyers, to get the item running for them, even though support is not required. We are happy to go the extra mile for our buyer satisfaction.
But making support mandatory is a very different thing, and would change a lot of things. Having a mandatory support will make the buyers expect much more from the authors, and would make them also ask much more questions, considering they are entitled to it.
If now and before the buyers who are aware that support is not required, if they are stuck on something they would try to read the documentation, read the items comments, or try to figure out if they have missed something. What would probably happen once the buyers feels support is mandatory and that they are naturally entitled to it is that they may not even take the time to try to read or understand the documentation. It would be super easy and just logical to post a comment, send an email, and to just request support !
Already by having an optional support clearly stated in the terms and conditions, some buyers expect a free and unlimited support, and sometimes even more.
We had a buyer who purchased one of our items 2 years ago. We helped us install the app on her server, and provide support to her. 2 years after, as we kept updating our app and adding some new features, she installed the update and couldn’t get it to work. We kindly told her that if our item updates are always free, we are not able to provide an unlimited free support, and requested a small fee for it. She just went and gave a 1 star rating to our item. Even though she was still using our item, and visibly very satisfied with the item. She just expected to get a free and unlimited support.
I would give another example. We one time had another buyer who before asking any support question, just gave a 1 star rating to our item. The main reason was that he was a designer, wanted to customize the plugin, and was not happy to not be able to do it. The second reason (that he gave with his 1 star rating), was that ask in our comment section another buyer who wanted a customization, to contact us privately for a price estimate, and this buyer said that we try to make money out of buyers, expecting authors to provide free customization. That buyer didn’t hesitate coming asking for support, after giving our item a 1 star rating ! We told him that since support was optional, and his rating, we would not provide him with any support. He started insulting us etc etc.
So what would happen if that happen when a support is mandatory for example? Authors are still required to provide support even when receiving a one star rating?
I think it would be much more logical, to have the mandatory support provided when (and only when) the buyer also purchase a support pack. Buyers who want the assurance to get a support from day 1, would need to pay extra for it, and the authors who would take the time to provide that kind of support would be compensated for their time.
Authors would also be compensated by that manner, to all the new questions, that a lot of buyers may not have asked, or that they would have figure it themselves, instead of just contacting the authors. Seems to me very logical, if support is mandatory, more questions and more support requests will come to the authors, not less. How would be the authors compensated for that extra time and new responsibility? There is a big difference between an author who decides himself to go the extra mile by proving a free support, to an author required to do the same thing (for free and for 6 months…)
It doesn’t seem right to request authors to provide a 6 months support for free. Simply because time is money, and nobody can know in advance the time requested to provide that kind of support. And this main reason adds to all the other reasons, about the buyers expectations, and the abusive requests or behaviour that will probably result from this, without any compensation to the authors.
I believe that if support should be mandatory or granted to a specific period of time, buyers would need to pay an extra for it, through for example a new option allowing the buyer to purchase a support pack, which will guarantee them for ex to have their questions answered within a specific period of time, etc. Seems much more logical for me.
@iSocial You should know that the API requests made through Facebook apps created after April 30, 14, will automatically redirect to the Facebook v2.0, even though the v1.0 is specified, so the solution to just call the v1.0 may work for older apps, but will not work for newly created Facebook apps
Better to update the full app to v2.0 exclusively, if you want your app to have a consistant behaviour with any Facebook app regardless of its creation date
Thanks for the info @StephenCronin
Is there any simple way to update the tags to add the “facebook 2.0 api” when the item is already based on the new Facebook API version, other then having to re-upload the full item and redo a review process just to add a new tag?