264 posts The Joomla Guy
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hogash says

The sole concept of these marketplaces and it’s items is about to be changed in a way that doesn’t make sense and will create confusions.

Here’s a paragraph from the Envato Support Knowledgebase and here’s another article here with the current policy.

Whilst we do encourage authors to provide support for their products, they are under no obligation to do so, and this is entirely their choice. This is part of the reason why files on the marketplace are so cheap. Because of this we provide you with live, working examples that you can examine prior to purchase, you are also encouraged to ask questions before you buy the file. Even though not all authors provide Support, Envato requires that all items on our Marketplaces work 100% as described.

So, at least in my opinion, the fairest and decent solution would be only to provide premium support packs for $, but not oblige mandatory support to authors, and in a timeframe. The very purpose of the marketplace is distorted.

The fact i’m offering support no matter what, is how i want to market myself, but not because of any rule. Support is tough to be measured.

4822 posts Interactive Design
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digitalscience says

^^ +1 There we go, in Envato’s own writing.

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visualkicks says


And Envato, you’re forgetting the main reason what made selling here cool – and why so many of us quit our day jobs to do this full time, and that is because we don’t have to work for clients, or put up with unruly demands. We make themes because it gives us total creative freedom and we do whatever we want with our time – we’re not on the clock, that’s the whole point. So what makes you think we will give up that freedom for a few dollars?

THIS ^

Please listen to your authors, Envato – the whole community is against you!

We should clarify what the majority of authors are against so there is no confusion. We (I believe) are against mandatory support. Correct?

I think we would all love to monetise the hard work we put into aftercare, but it should remain optional. Better yet keep it as it, just reduce the time span that people have access to updates and whatever built in support forum / ticket system envato are thinking of building. I enjoy doing major theme updates to keep my revenue where it is. It would be much more worthwhile if people paid for these major updates and ongoing support had they of purchased the theme a while ago. I can’t see from a buyers perspective why that isn’t plain fair. I would even argue a 1/3 or 1/2 yearly time span and it doesn’t even have to be the full amount.

Example “You currently do not have access to this items support page or updates. Would you like to renew your license for $X ?”.

To be a little extreme :evilgrin: It feels as though Envato are taking more moves toward socialism rather then capitalism i.e. more services and benefits with excessive tax rates. And just like socialism it’s the minority that pay the taxes that see no real benefits.

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urbazon says

our aim here is to set clear expectations with buyers without placing unreasonable expectations on authors.
And you decided to do this by placing the unreasonable expectations on authors yourself…? What am I missing here?

Last but certainly not least is to remind everyone that one of the key goals of this change is to reduce the amount of support work for the majority of authors.
You actually want to reduce the amount of work they voluntarily do, by imposing some rules nobody wants to agree to… Yeah, right, we believe you mean well for your authors…

The main problem here, as I see it, is that Envato got greedy and saw a chance to grab even more money out of the milking cow aka ThemeForest, by trying to get 30% out of something that they get 0% right now… Sad…
279 posts JoomFX.com
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joomfx says

Please listen to your authors, Envato – the whole community is against you!

@Collis

C’mon Collis – don’t you see it, don’t you feel it?

It’s not like the “Header improvement” or the “New Badges” – the whole community is getting pissed off! I haven’t seen so many Elite and Power Elite authors disagreeing before. Why don’t you listen for once? Come on, what’s wrong with you guys (Envato)? Don’t you realize that you cannot control our time and sell it together with the items?

Is it really that difficult to re-think everything?

Collis, you are the only one who can stop this. I honestly think that you might be a hostage and doing what they say. Damn! You were different few years ago!

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UKThemes says

This is a business decision, we all know that…

Fair enough we all want to earn more, nothing wrong with that.

But they could have made money a better way.

For instance, build a support area and charge authors to use it, I have my own support platform, but to be honest to save customers signing up twice or complaining because they never received the activation email, I would most likely of used this system.

I would easily pay $20 for each of my accounts a month for this feature as long as it had forums built into it.

$20 a month from each author who uses it would be millions a year which would be more constructive and better accepted than this announcement.

It would have been a win win, buyers dont pay extra and authors get the tools to make it easier.

WIn WIn

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theAlThemist says

This is a business decision, we all know that…

Fair enough we all want to earn more, nothing wrong with that.

But they could have made money a better way.

For instance, build a support area and charge authors to use it, I have my own support platform, but to be honest to save customers signing up twice or complaining because they never received the activation email, I would most likely of used this system.

I would easily pay $20 for each of my accounts a month for this feature as long as it had forums built into it.

$20 a month from each author who uses it would be millions a year which would be more constructive and better accepted than this announcement.

I would gladly pay even 50 for such thing! Heck, the only thing we get is payment processing and a price we may not (most probably wouldn’t) agree.

Also my freedom IS NOT FOR SALE! I make the final decision who deserves my time and who not, which work I would like to take/which not and what price for.

I do customization work for some clients and deny for others. This would never change.

4822 posts Interactive Design
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digitalscience says

Also my freedom IS NOT FOR SALE! I make the final decision who deserves my time and who not, which work I would like to take and which not.

\\

;)

114 posts Norris & Tanita
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ThemeVillage says

All in all, I understand that everything is always done with the best of intentions. However, I’d like to repeat what others already have said:



And Envato, you’re forgetting the main reason what made selling here cool – and why so many of us quit our day jobs to do this full time, and that is because we don’t have to work for clients, or put up with unruly demands. We make themes because it gives us total creative freedom and we do whatever we want with our time – we’re not on the clock, that’s the whole point. So what makes you think we will give up that freedom for a few dollars?

THIS ^

Please listen to your authors, Envato – the whole community is against you!

and


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.

<h/r> Now onto my personal concerns:

1. Developing Support Forums

At the moment, I have a bbPress forum that I use as a support system. As far as I’m aware – there is no easy “set user expires” option in bbPress. Which means that I will have to spend my time to implement new API instead of building new items. So now I’m being forced to provide support the way that Envato dictates. Who is going to cover that expense ? I am. Not voluntarily. I’m forced to. Why ? Because “Envato said so”.

2. Support is mandatory, pricing doesn’t change

We offer free support to buyers. We also retain full-control over our support decisions. If we want to, we can decide to deny support to someone because of one reason or another and accept the consequences. It is not a question of whether we’d do it or not, it’s the freedom to do so.
Currently I consider myself running a business, with the new “support policy” in place, it is going to be more like working for Envato. And I can promise you that I’m not going to be “Working for Envato”, if you will try to force me to do so – I will take my business elsewhere!. I’m not trying to be overly dramatic, I am serious.

3. My Honeymoon

We are the only 2 people working in ThemeVillage and we don’t want to hire “dumbed down 1st level support” just to have a 72 hour response time.

Next summer We’re going on a honeymoon. Granted – I have a lot of time to plan ahead. However – at the moment we can easily post a message saying that the support is going to be slow or it will completely stop for a week or 2, and it is mostly okay with everyone. Of course we care about our business, so we take care of our customers as soon as we can, but again – it’s not a question of whether we’ll take a whole week off or not, it’s the question of having the freedom to do so.

Bottom Line

I’m the only Developer, Tanita ( my fiancee and partner ) is the only Designer. Now I have to spend my time to implement the new changes on our support forums, which is going to require a lot of work. On top of that – you’re forcing extra work on us for the same price. Now in order to guarantee that support tickets are answered in time, I have to hire someone to do them, but I don’t see any improvements on your end. All I see is “You must do x x x, and we’ll maybe keep doing what we do”.

Imagine this was some sort of workplace. Everyday 90% of workers cleaned their surrounding desk after work-hours, before leaving for home. Suddenly – Envato comes along with a new policy “All workers must clean their workplace after work-hours and We’re firing the Janitor too, so you might have to occasionally clean the toilets every second Tuesday before work. We’ll be posting the exact schedule of who and when cleans what on what terms.”. That doesn’t sound fair at all, now does it ?

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FranklinM2 says

The sole concept of these marketplaces and it’s items is about to be changed in a way that doesn’t make sense and will create confusions.

Here’s a paragraph from the Envato Support Knowledgebase and here’s another article here with the current policy.

Whilst we do encourage authors to provide support for their products, they are under no obligation to do so, and this is entirely their choice. This is part of the reason why files on the marketplace are so cheap. Because of this we provide you with live, working examples that you can examine prior to purchase, you are also encouraged to ask questions before you buy the file. Even though not all authors provide Support, Envato requires that all items on our Marketplaces work 100% as described.

So, at least in my opinion, the fairest and decent solution would be only to provide premium support packs for $, but not oblige mandatory support to authors, and in a timeframe. The very purpose of the marketplace is distorted.

The fact i’m offering support no matter what, is how i want to market myself, but not because of any rule. Support is tough to be measured.

+100 million. From the horses’ mouth ( Envato). This announcement represents a 360 degree turn from what themeforest and codecanyon are all about. This is a DNA change of the market place and it will never be the same again once this takes effect because for it to be fair to authors prices MUST go up considerably and that will also change the kind of customer you attract. Envato Market is about cheap and stock items. That is what is under threat.

Helpful Information

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Most of all, enjoy your time here. Thank you for being a valued Envato community member.

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