90 posts
  • Elite Author
  • Sold between 250 000 and 1 000 000 dollars
  • Bought between 100 and 499 items
  • Exclusive Author
  • Has been a member for 4-5 years
  • Referred between 200 and 499 users
  • South Africa
Net-Labs says

I heard today that one of our cellphone providers refers calls from customers to a special department after their fifth call for the calendar month.

That department will then assist them, and politely tell them that more than 5 service calls a month is pushing it, and if they feel lonely they better get a cat and stop phoning the support center.

I know that us theme providers here on the Forrest have the patience of mother Theresa, but I wondered, if pushed for an answer, how much support calls from one customer would you deem to be too much?

Would there be a different number for a customer that buy a theme for himself as opposed to a developer buying a theme for a customer?

541 posts Magento Elite & Gravity Maker
  • Elite Author
  • Sold between 100 000 and 250 000 dollars
  • United States
  • Has been a member for 4-5 years
  • Referred between 50 and 99 users
  • Bought between 1 and 9 items
  • Exclusive Author
GravityDept says

As they say, if you have to ask…

Personally, it completely depends on the attitude of the customer. I’ve exchanged 20+ emails with some customers because they were pleasant to help. Others not so much, and they get a totally different quality of support.

It’s better to be kind than clever or good looking.

579 posts
  • Bought between 10 and 49 items
  • Exclusive Author
  • Has been a member for 3-4 years
  • Sold between 10 000 and 50 000 dollars
ChapterThemes says

If i’d HAD to choose i’d rather be clever :)

Then i would think of something clever so that other’s like me :)

148 posts
  • Has been a member for 0-1 years
loveetc says

I provide support for a TF author themes. I like to help so I often do more than what is required. I tried to provide a support to one customer who posted 87 messages, and I replied to all of the 87 messages. Almost all of the questions were about customization and the user did not know how to use some feature.

Some of the sample messages:

‘Is it possible to make header like xxx.com’

‘I have sent you files, can you modify and send me, send back soon’.

‘My client is want to make these changes, can you please do and send me files, deadline is coming soon so pls send me files soon’.

‘I’m so pissed, your theme does not have this feature like xxx theme.’

Some people are impossible to please.

90 posts
  • Elite Author
  • Sold between 250 000 and 1 000 000 dollars
  • Bought between 100 and 499 items
  • Exclusive Author
  • Has been a member for 4-5 years
  • Referred between 200 and 499 users
  • South Africa
Net-Labs says

wow loveetc you should receive a medal.

87 support replies is a excessive amount, and surely is not support anymore.

63 posts
  • Author had a File in an Envato Bundle
  • Bought between 10 and 49 items
  • Elite Author
  • Exclusive Author
  • Has been a member for 3-4 years
  • Referred between 10 and 49 users
  • Sold between 100 000 and 250 000 dollars
Diabolique says

just checked my support forum:

81 posts
  • Bought between 1 and 9 items
  • Exclusive Author
  • Has been a member for 1-2 years
  • Serbia
  • Sold between 10 000 and 50 000 dollars
wp_workshop says

^ Lol D: It’s almost like those spam bots… He managed to post 7 threads in a span of 6 minutes…

234 posts What we do in life, echoes in eternity!
  • Elite Author
  • Sold between 100 000 and 250 000 dollars
  • Europe
  • Has been a member for 2-3 years
  • Exclusive Author
  • Bought between 50 and 99 items
  • Referred between 50 and 99 users
Prothemeus says

That’s not asking for support, that’s harassment.

90 posts
  • Elite Author
  • Sold between 250 000 and 1 000 000 dollars
  • Bought between 100 and 499 items
  • Exclusive Author
  • Has been a member for 4-5 years
  • Referred between 200 and 499 users
  • South Africa
Net-Labs says

^ Lol D: It’s almost like those spam bots… He managed to post 7 threads in a span of 6 minutes…

hehehe….............. you’re wrong, spam bots will never post that fast. ;)

948 posts How's the surf doing?
  • Elite Author
  • Sold between 250 000 and 1 000 000 dollars
  • United Kingdom
  • Referred between 200 and 499 users
  • Exclusive Author
  • Has been a member for 2-3 years
  • Microlancer Beta Tester
+1 more
tommusrhodus says

Personally, it completely depends on the attitude of the customer. I’ve exchanged 20+ emails with some customers because they were pleasant to help.

+1 – If someone is nice, friendly, and doesn’t expect instant ‘my client wants this’ help then I’ll always go the extra mile, every time.

by
by
by
by
by
by