368 posts Design Innovation
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designova says

Hi guys & fellow authors,

We seriously think Envato should place the ‘Item Support’ tab on a better position on each item information page. We are sure even 50% buyers are not aware of this Support Tab nor it’s information. An author has a right to choose between “providing support” and “not providing support”. That’s very fine.

But an author who provides free support also has the right to express what is included in his free support program and what is not. Currently the ‘support’ tab is the apt place to display author’s support policy. Such a support policy should surely reach to the buyers before they make purchase. In that way, we can make everything transparent and hence avoid most of the after-sale complaints asking for customization. It will also reduce negative ratings with ‘do it if you need 5 star’ kind of threats.

What do you guys think?

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mudi says

Agree.

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CRIK0VA says

+1. Agree

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Smartik says

Agree. Right now it’s hard for new users to notice the “Support” tab.

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uouapps says

The support button should even be on the item description page (i would even propose to have it next to the live preview button and screenshots )

Or

a bar that appears under the item preview image that says this item is supported read more about the support policy before purchasing something like that

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JollyThemes says

100% agree :)

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KingDog Envato team says

Author support is one of our major focuses this year. We’re taking a close look at every aspect including how we inform buyers before and after the sale. Hopefully we can get some stuff together with your help that will address some of the things you’ve mentioned. Thanks!

368 posts Design Innovation
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designova says

@KingDog: That’s great, we thank you so much. All of us are hoping for the best.

368 posts Design Innovation
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designova says

Things are getting even worst now.

We had a buyer who makes thoughtless comments on public comment form of our popular WP theme. The ‘issues’ he mentioned happened only in his edited website not in our theme live preview (he did something weird as part of custom modification and the site got bug in Chrome). Now he want us to debug his site and he does not care that we do not do it for free (obviously it is not practical – we have made it clear in our support policy which is already displayed on support tab of the item).

Now what? He does not care what our support means and he makes rude comments in the public comment form of that item, he ‘warns’ other buyers. But our theme is not buggy, still we have to suffer this??

We sent tickets to Envato and they say they does not remove the comments, and it means it will be public forever. What should we do next?

To be frank, being an author here, in the future If more users make such thoughtless comments against us and Envato does not shield us, we will have only one way “stop providing free support and opt out exclusivity on marketplace”. Yes, it will cost severe loss to us, but it will bring peace of mind.

Surely, things are not looking good on this marketplace unless you guys bring a change in current strategy. Either you display support policy before anyone make a purchase (no need to tie their eyes, let them read it). Or you provide an additional new option on purchase process (buy theme with support / buy theme without support).

Just our fifty cents. Do not know what comes next. But things are getting misty and cloudy.

368 posts Design Innovation
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designova says

And still it goes on. New comments again and again in place of previously moderated comments. We are seriously fed up.

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