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RobbyDesigns says

I see we can all rate the themes we buy from Envato but the thing is, like most people, I jump the gun and rate the purchase before I try to edit it. Theme in hand (and rated), we then realise the file isn’t how it was described – it’s not a compatible file type or iis a full website but the PSD isn’t sliced (!) or it’s just nigh-on impossible to edit with intermediate web dev skills…so then you ask for support and that’s where it all goes wrong.

You might get a couple answers whilst the theme is fresh and everybody can see how great the designer is for supporting his product but after the theme has been on for a couple days (or weeks) it all goes out the window and you’ll be lucky to get any help without paying for it.

Fair enough, we aren’t all here to mess around helping people who haven’t got a clue but come on, a few emails is good business and if you don’t think design is business then maybe you’re in the wrong game.

Unfortuantely there are those among us that forget most people who buy templates are not professional website developers, if they were they’d more than likely be making templates, not buying them.

All in all I say we should be able to rate the Support just like rating the theme.

...

Well there goes with another ignored post by robbydesigns. Ignored? Yes, because I upset the click by telling it how it is.

.

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danharper says

Authors are not required to provide any free (or premium) after-sales support. That said, I try to provide at least a basic level of free support for all my items.

Also, what’s wrong with an un-sliced PSD ? I’ve never sliced mine – largely because I see it as a waste of time. It takes mere seconds to make a selection; and I know many other authors here feel the same way.

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JeffreyWay says

The best I can tell you is that author support is not required. As I’m sure you can understand, authors can’t be expected to provide infinite support for a $10 template. Many of them are extremely generous – and their sales reflect that – and offer full support.

On the other hand, other authors are so popular to the point that it would be a full-time job just helping buyers out. They simply don’t have the time to help.

Though we encourage it, we don’t require it. :)

P.S. PSD files are not required to be pre-sliced.

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snaz3d says
The best I can tell you is that author support is not required. As I’m sure you can understand, authors can’t be expected to provide infinite support for a $10 template. Many of them are extremely generous – and their sales reflect that – and offer full support.

On the other hand, other authors are so popular to the point that it would be a full-time job just helping buyers out. They simply don’t have the time to help.

Though we encourage it, we don’t require it. :)

P.S. PSD files are not required to be pre-sliced.

Exactely my point of view :)

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ThemeKioken says

People are enough harrassing with the rating already, depending the rating system based on the support we deliver, which shouldn’t be.

In fact, as ratings seriously affect sales, my very own suggestion is ratings to be removed completely, or at least a reviewer should do it one time. Otherwise it’s mostly nonsense and doesn’t reflect the real rating of a theme(there are many amazing themes which are buried underground because of their support related rates).

There are even people playing with this, realizing they can rate what they purchased and “up this, down that haha stupid dude got 3 stars now rrrahhaha” (seriously). Remove it, remove the ratings :)

And me I have even got by a couple of buyers rating my themes 1 star just because I didn’t deliver a free customization for the themes they purchased. What the hell.

Rant on this crackers =p

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Eight7Teen says

I normally try to stay out of the “heated debates”, but this line really struck a nerve…

As I’m sure you can understand, authors can’t be expected to provide infinite support for a $10 template.

As of writing this comment, I have a WordPress Plugin (free mind you) that’s been downloaded nearly 40,000 times… I think that the above statement is absolutely absurd.

I’m not bashing the authors for making money from their work, hell, I wish there was a profitable business model for plugins… but thanks to the new WP license requirements, there’s really not much room to work with in that sense.

However, saying that the authors can’t be “expected” to offer support for something that costs $10 is a little on the crazy side if you ask me. I mean, I offer the plugin for free, and I SUPPORT it for free. I get over 100 emails EVERY WEEK asking me for help in getting the plugin to work with different themes that are coded poorly, or asking for help to find out why my plugin conflicts with countless other plugins out there.

Not only do I receive a TON of emails asking for support, but I get comments out the wazoo from people who didn’t find the bug report/feature request forms on the site…

Honestly, if someone is selling a theme for $10 and has the potential to reach hundreds of thousands of users who could potentially purchase their theme… As the original commentator said, IT’S JUST GOOD BUSINESS to offer at least BASIC support.

If I can do it and not get ANYTHING in return… Surely you guys who are making some money at it can do it as well…

FAIL

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JeffreyWay says

Not a “fail” at all, I’m afraid. As I mentioned, we definitely encourage it, but it’s not required.

You should consider the authors that have dozens of templates for sale. Can you imagine how many support requests they receive every day? ..Not to mention the fact that most of our authors already have full-time jobs and families to attend to first.

Don’t get me wrong. More power to you if you provide support. Actually – the authors who do so experience greater sales, so I would recommend it 100%.

...But it’s not required. No fail.

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RobbyDesigns says
Authors are not required to provide any free (or premium) after-sales support….Also, what’s wrong with an un-sliced PSD ? I’ve never sliced mine – largely because I see it as a waste of time. It takes mere seconds to make a selection; and I know many other authors here feel the same way.

First of all, thanks everybody for hearing my rant grr (:

Ok, I understand where my thinking is wrong – I must admit I always thought $10-$20 for a complete template was cheap and I see now that they are cheap because of the lack of support (for want of a better phrase). I can accept that but to be honest I’m not the only one who has got grouchy about this, maybe it would save us all time and aggro from moaners like me if we just add a couple links to tutorials of the basics. I got stuck trying to edit a tricky dynamic flash site and I did Google my brain out for hours with no effect (all too techy), a couple links for dummies would have saved me losing my rag and hassling the author.

I would argue that websites that come with PSD ’s should have sliced PSD ’s to make it easier for the user to edit things like the logo, banners etc. It may just seem a case of changing the text but in some sites the CSS fixes the size of the logo so to save time it’s easier just to change the text but keep the logo the same size. If it’s sliced that’s easy, if not then here we go messing around for ages.

Finally, I give my true apologies for being such a grouchy git lately, my Mrs has gone to Oz for 3 weeks and I saw it as an opportunity to catch up on some stuff, I’ve achieved very little and to make ends meet I’ve had to teach women’s self defence which I hate. I love to teach martial arts but not play martial arts.

Rant done, time for a cuppa. Cheers.

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vasilios says

I personally think that the scripts are harder to sort through support because it’s so much more complex. Then again, I might just be really bias because the ratio of scripts to templates for me is like 4:1.

I think I’ve answered every support question I’ve gotten, but it’s not that many because I don’t have 15+ files on here. Some of the questions I’ve gotten I redirect to other answers I’ve given.

Once I start to add more files, I probably won’t be able to keep this up because a) I still go to school which causes me to be away from the computer for 7-8+ hours (sometimes more depending on the work); b) I need to work on updates/personal projects; c) I have a life! :P

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RobbyDesigns says
c) I have a life! :P
You have a life? Phew, you’re lucky.

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