Hey Envato ... what does it takes to be banned ?

I think Envato should definitely hire more staff. Most of the customers expect a better response time from a company of this scale.

In my opinion the average reply time should be something in 24-36 hours. Can you imagine as an author what your reputation would be if every customer would wait for an answer for more then 3 days

I think everyone is at loss here (Envato and authors) because of this.

gljivec said
Can you imagine as an author what your reputation would be if every customer would wait for an answer for more then 3 days I think everyone is at loss here (Envato and authors) because of this.

3 stars rating if lucky

I see this attitude a lot. It is so that the company can essentially wash their hands of any issues. While this attitude works for a lot of areas, it also fails in a lot of areas as it seems that the only goal is no action.

I recently had a problem. I found a WordPress theme I really liked and the sidebar details stated “fully documented” which was a huge selling point as so many wordpress themes are not documented very well or in some cases, at all.

After buying the theme, I immediately loaded the documentation file, but it contained nothing about the options within the theme. I checked the sellers website where they had a knowledgebase which contained most of the same documents and a few others, but not the ones I needed.

I contacted the seller by leaving a comment and they claimed that the documentation existed. I again looked and searched and I could not find it. I left another comment explaining that I really could not see it and I once again asked for the link. The seller then replied and stated in public that I was a liar! Naturally I was furious and I contacted Envato to complain.

When Envato replied, they stated the usual “its a marketplace and so we dont guarantee anything blah blah”, but I was more shocked that they refused to investigate a seller who treated customers in this manner or claimed to have full documentation when it was clearly not the case.

Envato actually told me that not only did they not cover an issue of this nature, but that my dispute should be with the seller and not envato. They went on to say that they do not guarantee any support will be provided and if the seller wants to, they can refuse to provide any support at all, even if it is claimed within the description.

The solution that Envato provided was that if I needed any support or documentations, I should contact the seller to check it is provided, even if the description clearly states that it exists and if I specifically require support or documentation, I should find another marketplace that can offer this!

The only reason I contacted them was because if I could not believe what is stated in the description and if the company running the marketplace refuses to take action, I really do begin to lose faith in the company and its marketplace. Envato did refund me, but made sure I was aware that this was complimentary and would not happen again as refunds are not offered.

This really is where Envato fail, they offer no guarantee at all that they will take action if the description is incorrect. This means that we can not believe a single word on any description on any of their marketplaces.

Here are some quotes straight from Envato:

When asked if they would investigate a seller who was claiming the theme to be “fully documented” when it was not, the seller calling me a liar in public for no reason: “we simply cannot get involved in disputes between users, authors, or buyers.”

When asked about why Envato allow sellers to claim it was fully documented when it was not: “you may wish to seek another venue for these type of digital goods that guarantees support.”

Envato refunded me and after a while, I was able to get the seller to cooperate. However, I have entirely lost faith in Envato and their marketplace, which is a real shame as I was really enjoyed buying from them in the past. I am sure you sellers will be furious at this as it takes business away from you. I have talked to some sellers and they are just as mad at the support their receive as we are. Envato, you need some quality control and you need to employ a dispute procedure to protect against badly sold items. At the end of the day, I am paying envato, so if the description is incorrect, my card issuer will not care that you are a marketplace. You charged for an item which was incorrectly described, thus you would lose the dispute as well as losing the customer.

purethemes said

gljivec said
Can you imagine as an author what your reputation would be if every customer would wait for an answer for more then 3 days I think everyone is at loss here (Envato and authors) because of this.

3 stars rating if lucky

very lucky

bitfade said
As other author pointed out, according to your terms, you can remove any item any time at your sole discretion. Stop answering “We cannot do anything unless a DMCA is filed”. You can. Do it.

and

bitfade said
That’s not true. Items get disabled/removed without a DMCA in many other cases. To verify whether an item is broken because a buyer reported it is hardly different than checking whether it uses code from another existing item or not. I have been contacted by support because a buyer reported a bug in one of my items, they asked me to fix or they would have been soft disabled it, i gave them proof there was no bug, they verified i was right, case closed.

You are giving contradictory comments, please decide

If a buyer contact support to report a bug, my theory is that a reviewer will check your item not support people. So buyer contacts support, support ask reviewer to verify, reviewer inform support about results, support informs the author and ask him to fix the item. Or maybe this last part is managed by the reviewer.

The point is, and what I said in my previous comment, that support will give you the standard answer “We need DMCA ” because is what they are told to answer in case of copyright issues. Is not that they call Collins every five minutes to ask him what to do. If the case fit in a list then you get a certain answer. Nothing bad with this in general, but it could be better.

We should speak directly with someone who knows what items are, what piracy is, what the company own rules are and also have the power to enforce those rules. Like a community manager but exclusively for authors.

This, or some training for support people so they stop asking for dmca when is not necessary.

doru said
You are giving contradictory comments, please decide

No i’m not. Support staff/reviewers just follow the site policy which currently is “do not get involved in disputes between authors”. I’m not saying they shouldn’t (follow), i’m saying change this policy.

BF

pixelentity said

doru said
You are giving contradictory comments, please decide

No i’m not.

you are not bitfade. you are pixelentity!

what you did with bitfade?

what you did with him?!

doru said

pixelentity said

doru said
You are giving contradictory comments, please decide

No i’m not.

you are not bitfade. you are pixelentity!

what you did with bitfade?

what you did with him?!

I think they are the same person. Or at least, they work together.

doru said
what you did with bitfade?

they keep me locked until i say “js/css/html is better than flash”. It will never happen. Sometimes i manage to escape for a short amount of time.

damn! wrong account again ….

BF