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contrastblack Envato team says

@familychoice might want to check your inbox / spam. A response from support has been sent more than 8 hours ago, and another one recently.

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familychoice says

@familychoice might want to check your inbox / spam. A response from support has been sent more than 8 hours ago, and another one recently.

Yes I know, and it seems support agree that “the author has gone back on a specific promise that they made to you, which is much less than awesome” and offered a refund. Which is great but our support query and this thread isn’t asking for a refund, it was to to establish why the comments we made were removed and requested they were restored.

You’ve stated comments can be removed if they’re not ‘positive’ which means customers with sales and feature related issues can’t use the comments section to raise their concerns without fear of censorship, yet it seems authors can say what they like.

I’m still posting on here because others are asking questions, commenting on what I’ve said and in some cases making personal attacks. Good job I’m ‘pushy’, or I might have given up months ago and never purchased anything from here ever again.

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contrastblack Envato team says

I believe that was clarified in the previous responses that you have been given, not to mention the fact that you basically re-engaged the same discussion by posting the same comments that you have had removed and the Author responded to it…

So, that being said, please respond to the ticket, provided you have any actual interest to do so, other than talking about talks and the way discussions are being discussed. Thanks! :)

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pjtops says

You state you haven’t read the original comments section I’m complaining about, and it seems you haven’t read this thread properly either. Nowhere have I stated customers can post anything they want, but they should be free to provide feedback on real issues with a product as a warning to other potential customers, without fear of having their comments censored.

True. And authors should also be free to create and sell great products here, without fear of someone bombing their product pages with crazy, malicious comments that could put weeks of hard work and effort to waste.

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codenegar says

It was a really good discussion, I personally learned a lot.

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familychoice says

I believe that was clarified in the previous responses that you have been given,

Yes I know, you’ve confirmed that you will remove any negative customer feedback from product comment sections and I’ve confirmed that this is unacceptable and presents a biased view of products to potential customers, meaning they can’t make an informed decision when buying, and end up purchasing a series of dud products just as we have.

I’m glad you’ve confirmed your position, but I’m still interested what others have to say about this.


not to mention the fact that you basically re-engaged the same discussion by posting the same comments that you have had removed and the Author responded to it…

You removed a whole thread of comments and responses not just a single comment, but I’m please to see you haven’t hidden the latest comment from public view.


please respond to the ticket, provided you have any actual interest to do so, other than talking about talks and the way discussions are being discussed.

You’re quite rude for a customer support person. I will respond, once I’ve finished responding to the mass of criticisms and personal attacks on here first, but you haven’t actually addressed the issue I raised and you have already closed the ticket.


True. And authors should also be free to create and sell great products here, without fear of someone bombing their product pages with crazy, malicious comments that could put weeks of hard work and effort to waste.

Definitely, I agree 100%. But that isn’t what I have done, and Envato support have checked through the comments section and agree that in this instance the author was in the wrong.

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contrastblack Envato team says

Fair enough.

Please note, I haven’t confirmed your position, and ignoring parts of what I said previously only for the sake of maintaining an argument that is not based on anything more than assumptions that everyone is out to get you, will however not aid you in achieving any actual results.

I’m sorry that you feel I’m being rude, but I was only trying to convey the fact that your ticket was responded to, and attempting to speed up the communication process, as I had initially thought that this was also one of your “main” concerns (given your past communication with Support).

There are no personal attacks, hell, I don’t even consider your attitude as inappropriate, although some might argue that it is. I’m only trying to respond to your inquiries, and you seem to be refusing every attempt to do so, by effectively removing any context and twisting the meaning of my statements. Regardless of that, I do appreciate you taking the time to write back, but as I said, beyond going through the proper channels, there’s not much I can help you with.

Thank you once more for your patience in this matter, and apologies for making you feel personally attacked and I can assure you that the feedback you’re receiving here, from my part or other parties, are only replies to your own feedback, and are to be taken objectively, not personally.

Thanks.

p.s: the ticket being closed, only means that it’s awaiting a response from you, and it will automatically re-open once you take the time to send one in :)

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familychoice says

ignoring parts of what I said previously only for the sake of maintaining an argument that is not based on anything more than assumptions that everyone is out to get you, will however not aid you in achieving any actual results.

I’ve asked you this before but you didn’t respond, what parts of your reply am I supposed to be ignoring?


I’m sorry that you feel I’m being rude, but I was only trying to convey the fact that your ticket was responded to, and attempting to speed up the communication process, as I had initially thought that this was also one of your “main” concerns (given your past communication with Support).

Not at all, your reply arrived two days after I submitted it, in the early hours of the morning here, but if you read through my comments in this thread you’ll see I’m not complaining about your support.


There are no personal attacks, hell, I don’t even consider your attitude as inappropriate, although some might argue that it is.

Could you please point out where you feel others might think my ‘attitude’ is ‘inappropriate’? Thanks.

As for the personal attacks, I’ve so far been labelled as being “aggressive”, “pushy” and the issues I have are because I’m “making poor choices and blaming other for you own short comings.” But I don’t mind the criticism, I’m big, old and ugly enough to take it on the chin, but please don’t throw back criticisms of my own attitude whilst ignoring comments made by others. Thought to be fair, this is exactly how you manage the comments sections so there is some consistency in your responses.


p.s: the ticket being closed, only means that it’s awaiting a response from you, and it will automatically re-open once you take the time to send one in

What can I say? I’m not asking for a refund and you haven’t done what I asked and restored my comments or provided actual details as to why they were removed. To be honest I’m more interested in exploring the issues I’ve raised in this thread, as a customer the way you’re handling this issue in here, and the comments that some authors are making is very enlightening.

If you don’t like it do what you normally do, let the authors tear the thread to shreds and turn things into chaos and then lock it.

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Cara_design says

As a NON-AUTHOR I do think that stereotyping authors and suggesting they “tear the thread to shreds and turn things into chaos”, is unfair and think anyone (not just you) should remember that without them and their files many “developers” would not be able to operate.

So as not to digress from the topic – While I agree wholey that anyone’s comments should not be removed without just cause, at the end of the day no one on her except you, the author in question and support know exactly what was said, making this thread futile and think you will get further replying to the support ticket reiterating that you do not want the refund but would like an explanation as to why the comments were removed

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familychoice says

As a NON-AUTHOR I do think that stereotyping authors and suggesting they “tear the thread to shreds and turn things into chaos”, is unfair and think anyone (not just you) should remember that without them and their files many “developers” would not be able to operate.

Previous experience in starting threads on this forum has resulted in authors (I’m not saying ALL authors – there are some very good ones on here) jumping in and maybe, sometimes deliberately taking the thread completely off topic, and causing threads to be locked. Not just my threads but I’ve seen this happen with other customer topics on a number of occasions.

As you say I do appreciate the efforts of many of the developers on here, but think Envato should remember that they also need customers to keep their business running, and by favouring authors so strongly in the public facing sections of this website is causing some customers to question why their voices are also not being heard.

I’ve actually spent a great deal of money on here via this and other accounts, plus I’ve recommended hundreds of plugins to clients, so I support the authors on here in real terms. I’m sure they appreciate your support on their behalf, but you don’t seem to have purchased anything?


While I agree wholey that anyone’s comments should not be removed without just cause, at the end of the day no one on her except you, the author in question and support know exactly what was said, making this thread futile and think you will get further replying to the support ticket reiterating that you do not want the refund but would like an explanation as to why the comments were removed

I will do, but I’m just interested in hearing feedback from others. This is a forum after all, isn’t it? The threads are already full to the brim with authors complaining about low ratings and products being rejected, surely there’s room for one little customer related topic?

I’ve already learned something that I didn’t know before, that only ‘positive’ customer comments are safe from deletion. As a NON-AUTHOR are you happy about that? Are you happy buying products (well, when you do buy something) in a marketplace where feedback has been pruned to the benefit of the seller?

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