16 posts Muffin group
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muffingroup says

+1 for @minti, @hogash and @ThemeFusion comments. We also got some other notices:

1) Statements you described already, should be clearer for buyers. We already notice more customers who think that after purchase they get also customizations for their customer`s needs (modify items/shortcodes layouts and other).

2) Rating system should be sorted as well. 1 star ratings are always related with support (but we think this reason should be called “Theme modifications”). Most users who rate with 1 star do it because didn`t get things like layout/items modifications, problems with 3rd party plugins (unpopular plugins not written in accordance to wordpress API), badly configured hostings and other. We think, authors should have possibility to reply on ratings and also those ratings should be reviewed by envato staff.

3) We notice more and more users who use one purchased theme license for more than one website what is not fair. Sometimes customers use it for more than 5 customer`s websites. This should be definitely sorted too.

Thanks!

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ceasar says

What will happen to really old items which haven’t been updated in years and have no contact from authors? Are you going to remove all of these?

I would like this to know as well. I see a lot of Elite Author’s who abandoned their items but still selling because they sell a lot in the past.

For a really good quality and support I think all these abandoned items should be set onhold so the seller can decide to remove the item or to update.

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MoeHaydar says

Personally I reply to every email i receive and make sure my plugin works on all systems, sometimes I take the extra mile and fix a conflict caused by another plugin, or a poorly developed them. (Some wp sites i’ve seen inlcude multiple jQuery instances!)

But this is only me and I do not think it should be free. What i suggest is that answering small questions should be free and if edits should be made then the user can buy one of the packs: Maybe charge 20$/hour but have the option to buy half, an hour or more or support.

Most of the fixes i do take me 10 minutes, so we can charge half an hour (10$)

So technical if we do 3 small edits (10 minute edits) per day. Then we can make an extra grand. and so on.

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theAlThemist says

What about the next scenario?

I have a strict policy (and a LOT other authors have it absolutely the same):

Leaving 1-2 stars rating BEFORE you even asked a question or reported something broken leads to NO support for ANY of my themes for the same user!

I would NOT change this policy WHATEVER it costs me! Respect and protection should be for both sides.

So… would this lead to refunded clients? If so – I would take the risk (if I keep selling here and not on 4 different places for bigger price – I can afford it as the competition and market in general in my filed is pretty different than WP), but it would only show YOUR system sucks. BIG TIME!

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theAlThemist says

Personally I reply to every email i receive and make sure my plugin works on all systems, sometimes I take the extra mile and fix a conflict caused by another plugin, or a poorly developed them. (Some wp sites i’ve seen inlcude multiple jQuery instances!)

But this is only me and I do not think it should be free. What i suggest is that answering small questions should be free and if edits should be made then the user can buy one of the packs: Maybe charge 20$/hour but have the option to buy half, an hour or more or support.

Most of the fixes i do take me 10 minutes, so we can charge half an hour (10$)

So technical if we do 3 small edits (10 minute edits) per day. Then we can make an extra grand. and so on.

That wouldn’t work for everybody. I for example would NEVER do custom work for 20USD/hour. My minimum hourly rate is 40 USD. No one can tell me what’s the price of my work. Someone buys a pack and I’m obliged to do the work? No, thanks.

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TigerModules says

Collis,

This idea is stirring up the community.

Could you please confirm if this voluntary or not? What are the implications if you do not offer support after 6 months?

Please consider allowing authors to opt into this AND/or survey the authors prior to implementing this controversial idea.

4560 posts Community Mod Building awesome stuff for your mobile devices!
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Enabled Moderator says

I have to state the obvious on this one because we’ve all encountered that one buyer that drove us nuts!

1. What happens if a buyer purchases the support pack, then acts like they own us? There’s a fine line between support and customization, and buyers most of the times cross that line and DEMAND customization as it would be support!

2. What happens to buyers that abuse the system? They get support, then rate 1 star? Will the ratings still stay there?

3. Who decides the price for support? Envato? That would NOT be fair at all! Hourly rates vary a lot, and I truly believe we should decide what our hour is worth! Especially if you have a great selling portfolio. And please, don’t create a package that’s cataloged by the age of the author on the marketplaces. The value of the support package should be decided on a number of considerations.

4. We need an instant refund button. Once a buyer pushes it too much, most of us would really, really, really love to give the buyer his money back and spare the 1 star rating of someone who does NOT want help, only rants on and on. The instant refund button would also save us a lot of time in other circumstances.

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Cubell says

I have disagreed with a couple of Envato’s moves lately, but this one takes the cake. I am genuinely and extremely annoyed by the arrogance Envato is showing.


We already know that it is only a minority of buyers that ever request support and that by being clear about what support buyers are entitled to this should not change.

Are you serious? Check any popular item comment section and you will see how wrong/insulting that assumption is. I can give you some extra figures on my personal experience,

Personal support system = 3000+ tickets answered. Comments on Themeforest = 2000+, and I’ve only been here just over a year. That’s 5000 comments on my 5250 sales. I need to respond to, 5000 / 365 = 8.2 daily average, including weekends, so on Mondays I would have around 24 tickets to respond on average if I decide to not work a weekend.

I provide free support for my items on all bugs/problems already, I even built a support system on my own time and respond relatively quickly on most cases, however, I will not be told by Envato that I have 72 hours to respond to buyer’s questions. It is the biggest joke/insult I have seen announced here, it is difficult to put into words.

Especially when you consider Envato support (multi-millon dollar business with lots of employees) can’t answer support tickets within 7 days.

7 days to answer is more appropriate and lets authors decide how dedicated they want to be. And also you need to re-word “Responding to questions or problems regarding the item and its features” that is painfully unspecific and will make some difficult users a lot more difficult.

The amount of negative changes/implementations have stacked up quickly and you continue to play with fire.

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themeboutique says

1. What happens if a buyer purchases the support pack, then acts like they own us? There’s a fine line between support and customization, and buyers most of the times cross that line and DEMAND customization as it would be support!

This is a great question, I was wondering the same. Personally, I have no interest in selling “support packs”—what a customer deems support worthy or a bug may not in actuality be a bug, or require attention from the theme/plugin developer.

I cannot count how many times a customer thought an issue with Drupal core, or a 3rd party module they’ve installed from drupal.org, was related to “the theme”. Most of these people don’t really understand what’s going on under the hood, and are in no position to tell developers when support is or is not required.

I think the new support pack / six month policy will help a lot of authors, especially larger teams with a support staff, but something like this isn’t appropriate for every situation. I really hope Envato makes the support pack voluntary. :)

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w3kit says

Envato gets 30% for what ?!

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