114 posts Norris & Tanita
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+4 more
ThemeVillage says

Here is a good business idea for Envato:
Make a “Buy With Support” button. Add 25% of the original price and don’t pay it out to the authors. Then – deal with the support on your own ( hire support team, develop a support system, answer all the support questions, etc.).

Clearly you know how to run a business with proper support and how to timely support ticket answers for the money that authors earn, so why not just take over ?

1649 posts
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+5 more
Anps says

Now this is the best idea ever! It would solve everything :)

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halfdata says

I have never complained about the amount of support I am having to provide.
+1
611 posts Don't be so humble - you are not that great.
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plusquare says

Nah, don’t think envato taking over support of our items is a good idea at all :D

@visualkicks Agree, but most authors here already provide that support, it would be just a small income that would pay a percentage of the support staff. Of course it could be a bit higher like 7-8 dolars, more than this would be a bit harsh for the buyers i think. Also this would be valid for 2-3 months tops, not 6 months like envato is suggesting. It is way too much time.

115 posts
  • Elite Author: Sold more than $75,000 on Envato Market
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+5 more
Webthemer says


  • By enabling this, the buyer has the option to buy this support package for very cheap 3-5
  • Buyers have a way to pay very little for a premium support
Do you guys agree with me?

I agree with you, but not on these two items. $3 – $5 that barely gets me a coffee. Your pricing is only cost effective if the support pack last less then a week and you have a top selling theme.

If you have 1 buyer, and he buys a support pack for $5, you now have a guy who expects the world and your losing time and money.

Agreed, this will not work…

I am all in for providing support to the buyers (majority of us do it now already for free and basically for life of the template/theme/script etc…) and they deserve it, also Envato suggested to cap the support for the item after the 6 months passed from purchase date for me also ok but something should be done with item pricing on this then maybe a slight increase of 15% to 20% on current item prices.

Other thing we haven’t heard a single word what will the support packs cost and how long will they be valid?

But what is not ok is the response time and our time that we will provide support that should be on us to put on the items description page maybe below the purchase button section. Every Author is different, some work alone, some have a team that can answer more quickly, some go on vacation, some get sick and are in hospital how will they answer support then if the 72h is mandatory?

We can then write our terms and if the buyer is ok with that he will buy the item if not well he will look at the other item!

just my few thoughts …

wordpress-premium
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wordpress-premium says

I against the new Envato policy, however I think Envato will be okay even if most of solo authors will go away (which I don’t think so). The niche will be filled by authors with dedicated support staff.

Envato has to shift marketplace to the new level of quality due an obvious reasons and competitor marketplaces. Probably they prefer to see the teams instead of solo authors. Standards are higher and higher and not all authors will match new requirements.

Please remember all about money and no need to keep illusions about community and other naive dreams. Envato want money and today they have enough traffic (authority) to make rules they want. It was from the begin and it happens today. Nothing new.

I consider Envato’s plan as one of possible right directions, even I do not like it.

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+1 more
Leokoo says


  • By enabling this, the buyer has the option to buy this support package for very cheap 3-5
  • Buyers have a way to pay very little for a premium support
Do you guys agree with me?

I agree with you, but not on these two items. $3 – $5 that barely gets me a coffee. Your pricing is only cost effective if the support pack last less then a week and you have a top selling theme.

If you have 1 buyer, and he buys a support pack for $5, you now have a guy who expects the world and your losing time and money.

That’s the problem. Support packs should be tiered, as in, depending on what the customer need :) And I’m talking as a customer here.

As mentioned yesterday, some newbies to Wordpress might want the entire Wordpress tutorial, while others just have a basic enquiry. Others might want massive customisation, while others just might want to have a colour change, or have the theme work with some popular plugin.

As such, we can’t define it as $5/pack, or $100/pack.

Similarly, we can’t increase the overall price, just because some newbies are taking up all your support time. I have personally told off some customers when they went overboard with requests.

The best solution? Paid ticketed system, which is tiered, and perhaps 3-5 basic support tickets thrown in free :) So, if there is a massive update, and a lot of customers need help, perhaps then they could pay per ticket, depending on what they need

And as mentioned yesterday, why are customers asking for installation, customisation and such? I believe, it is not wrong to suggest potential improvements, that could benefit the plugin, and ultimately the sales for the Author, but to demand is wrong :)

But then again, bug reporting and ideas to improve the theme/plugin, shouldn’t be met with derision, but welcomed by Authors :)

Btw, I believe envato wants to ensure support is capped, due to unreasonable requests like customisation and installation plus perhaps tutorial on CSS/JS/PHP from some customers.

But again, because of the 20-30% of customers with unreasonable request, please don’t penalise both
1) Authors (as in mandatory 72 hours response)
2) Customers (as in price increases to support these 20-30% customers)

3711 posts Ruben Bristian
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+10 more
KrownThemes says

I’ve just had a client who asked me for custom work and when i’ve said that i do not offer it, he said that my support is bad and that other are going to the ends of the world to do free work for him..

If support would become mandatory, imagine buyers like him. It gives them total control and leaves us with absolutely no freedom. We’ll became slaves of Envato and our customers.

:(

648 posts
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theAlThemist says

I’ve just had a client who asked me for custom work and when i’ve said that i do not offer it, he said that my support is bad and that other are going to the ends of the world to do free work for him..

If support would become mandatory, imagine buyers like him. It gives them total control and leaves us with absolutely no freedom. We’ll became slaves of Envato and our customers.

:(

Only if you ALLOW them to enslave you. ;)

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Leokoo says

I’ve just had a client who asked me for custom work and when i’ve said that i do not offer it, he said that my support is bad and that other are going to the ends of the world to do free work for him..

If support would become mandatory, imagine buyers like him. It gives them total control and leaves us with absolutely no freedom. We’ll became slaves of Envato and our customers.

:(

Then report the customer :) As a customer myself, and a business owner on the other hand, I would do the same.

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