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denkGroot
says

We’ve released three themes so far which have sold reasonably well. We receive lots of emails and phone calls about our services and are grateful for that. We try helping everyone as quickly as possible, which usually happens on a per-user basis.

For our latest theme we’ve released a few small updates fairly quickly after launching which address some bugfixes and small requests. Apparently some people still come across issues. The thing is, we’re really busy answering emails and phone calls and don’t have the time to fully concentrate on bugfixing.

What hurts us is that people start posting comments about how we’re just “running away with the money”, while we’re really doing the best we can. We think people shouldn’t buy our themes in the first place if the state in which they’re sold doesn’t suit them.

How do you guys handle this?

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duotive
says

Answer politely and they will come to see their mistakes ;)

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kimonothemes
says

Answer politely and they will come to see their mistakes ;)

+1

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evalanee
says

The way I see it, you should adjust your priorities.

Currently you are spending more time on customer support than on bug fixing and improving your items.

It should be the other way around, it’s better to “prevent” problems (support requests) rather than solving them.

With “prevent” I mean this:

- Fix any bugs you find immediately

- Provide ways for buyers to help themselves (FAQ, forums, extensive documentation, ....)

- Optimize your support system. A lot of the requests are recurring, automate things as far as possible.

This should give you time for development of new items, and improvement of the existing ones. And when there are no bugs, there won’t be bad comments ;-)

Cheers

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denkGroot
says

Thanks for your feedback! Do you use any tools for your support system?

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evalanee
says

There has been a lot of discussion about this, take a look at these threads:

http://themeforest.net/forums/thread/ticksy-support-your-products/53411 http://themeforest.net/forums/thread/the-future-of-items-support/60784

Most authors use a forum software, or a specially designed WordPress theme for their public support. There are also a ton of ticketing systems for email support. You need to find a solution that fits your needs.

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laranz
says

Use this http://codecanyon.net/item/authorhq-wordpress-plugin-for-marketplace-authors/889829 or use a forum and Hire a support member to answer! :)

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