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joiaco says

A simple solution to all of this would be an Author only forum section… the only reason heated topics get locked is because it’s open to the public… Author only forum would be highly useful to talk about sensitive topics.

+1 Logical, sensible, abd Most Wanted.

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doru says

I will not go as far as saying that I have zero trust in envato :)

Sometime I’ve managed to reply to those threads and other times I was not so fast :) because they got locked.

Is hard to believe that there is a wrong system of disabling items for having bugs before trying to collaborate with the author and get those items fixed. Recent threads let this impression, if someone from staff can clarify this issue we are here.

I mean is logical to me that if the item is not breaking any copyright legal rules where the company may get sued and you need to act fast then you should go towards fixing the item and make the buyer happy.

A few days allowed to author to check if the request from staff is genuine and fix the issue is not much to ask.

But anyway I really want a clarification on this topic, is envato disabling items first then ask you to fix or is the other way around?

I’ve had no item disabled till now so I can’t bring my experience in this area.

Abut the locked threads, well here I have experience as there were some threads locked that I’ve started. :D Not was my intention to make a thread to get locked but it happened.

The only locked threads that bothers me are those where someone (buyer or author) critiques envato and then it is locked without a clear answer. It doesn’t happen often but lately there were a couple of examples that I think enters in this category.

Off course this is my opinion/impression I may be wrong but then looks like there are other authors who got this wrong impression also.

Nobody is perfect, not me and not envato. I know this and I understand if error happens but will be awesome if logical suggestion like ask first then disable will be understood and applied IF really the current method is disabling then ask.

Hope the thread is still open when I click the Post reply button :D

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purethemes says

I think people who handle Envato Support are not trained in this particular field – they have no experience with themes and how things works – what is serious issue and what is just some misunderstanding or minor bug – and that’s causing problems with soft-disabling – they disable everything just because someone complained.

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graphic4444 says

A simple solution to all of this would be an Author only forum section… the only reason heated topics get locked is because it’s open to the public… Author only forum would be highly useful to talk about sensitive topics.

that’s a good idea :)

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NenadVFX says

I need to jump in to explain something… With my previous “locked post” I didn’t have any intentions to spread some anger against Envato. I love this marketplace and it’s community because it provide as a lot of chances to success in every possible way. Also I’ve had great communication with support in fight against piracy. I posted that because I just wanted if it’s possible to speed up that review. Soft disabling best selling logo project in the last 40 days with all 5 stars ratings and awesome customers feedback for quality reasons is unbelievable!

We all here know what file exposure means to us. Literally if you don’t have tons of items (like footage/photos) you can only rely on that to have featured item or item in the best seller list. Now that’s in question for me.

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pixeful says

My plans was to move to Spain work there full time for Envato, but after my file disable for few weeks when I lost about half my earnings. Takes me to think do I need to take whole family with kids to now where and not being sure about my future.

I remember only 2 times when before soft-disabling they kindly send me email with 3-5 days warning to fix. All designers working hard on their skills and it’s not their fault that’s design and code goes outdated.

As for me I order outsource development and it’s really hard to follow all rules each month and as for example ALL wordpress updates.

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Creattive says

I need to jump in to explain something… With my previous “locked post” I didn’t have any intentions to spread some anger against Envato. I love this marketplace and it’s community because it provide as a lot of chances to success in every possible way. Also I’ve had great communication with support in fight against piracy. I posted that because I just wanted if it’s possible to speed up that review. Soft disabling best selling logo project in the last 40 days with all 5 stars ratings and awesome customers feedback for quality reasons is unbelievable!
We all here know what file exposure means to us. Literally if you don’t have tons of items (like footage/photos) you can only rely on that to have featured item or item in the best seller list. Now that’s in question for me.

In that particular case, I have to say that the support ticket is really the more appropriate place to discuss that issue.

But that just takes very long and this can kill an item. And no, I’m really not exaggerating here. Your item was a TOPseller, in the first row of popular items and is now disappeared for the most important days of the week. Your item might disappear in the long river of items and will it never get back to popular list. This is just unfair, especially if there is no real reason behind soft-disabling.

But back to the locked threads: I do agree with envato that more delicate issues, like a disabled item, should be discussed in private and not in forums. This is also in the interest of the author.

The whole procedure to soft-disable first and then wait few days until you know why, is inappropriate when we are dealing with people’s income here.

These cases should be top priority as this is affecting sales and income and can make the difference if an author loses his appartment, car or whatever, only because of a nonsense reason.

So I see two problems here: first of all, threads getting locked without proper reason.

Second of all, the procedure and the speed with which soft-disabled items are handled.

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Anps says

Wouldnt it be cool if we could lock comments on item comment page, same thing isnt it?

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KingDog Envato team says

We certainly don’t want to come across like we’re trying to be dictators on the forums :) As mentioned previously, and by others in this thread, there are many good reasons why we may decide to lock a thread. As in the case of support issues, we need to keep a record of the ticket and the responses and that can only be done through the ticket system. For that reason we lock support related forum threads and refer the user back to the ticket.

Of course we realize that sometimes a thread is opened for emotional reasons and as a way to get a bit of sympathy, while that’s understandable, if it’s a support or review related issue, it still needs to go though the proper ticket channel.

We want to keep the forums as an open, possitive and inviting place. Our goal is not to rule with an iron fist :) We may from time to time need to direct convesations back on track or lock a thread while we implement a fix, but we try not to lock threads unnecessarily. Are we always going to get it perfect? Sadly no. But we hope we can find a comfortable balance.

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doru says

@KingDog

I would really want to know if this disable first then ask later issue is true, if you can contact someone from support that could clarify this will be awesome since this is one of the arguments of this thread.

For the lock threads unfortunately I have to disagree. I’ve seen threads locked with the promise that we will come back later with an answer but then no one updated the subject so the only reason to lock the thread was to block divert criticism from users instead of clarifying the issue. If you don’t clarify and just lock you will obviously create the impression that critiques are true.

Also In some cases, even if the issue is better resolved with support I would really like the thread creator to update us on what happened with his problem: If got resolved or not and how. If the thread is locked this is hard to accomplish.

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