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Cara_design says
I know all about your complaints, the forums are full of them. Maybe if customers had a forum too then they’d spend less time letting off steam in the comments section.
Maybe I am missing something – when did this become an “author forum” as opposed to open to everyone?
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familychoice says

I know all about your complaints, the forums are full of them. Maybe if customers had a forum too then they’d spend less time letting off steam in the comments section.
Maybe I am missing something – when did this become an “author forum” as opposed to open to everyone?

When you try and discuss issues concerning a specific author or product.

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dtbaker Moderator says

woa this thread wen’t a bit crazy since I last checked it

If you feel the forum here could be used to help others who have previously purchased the item in question then you could try creating a new forum thread under the Item Disucssions area. As long as the thread is beneficial for others buyers and not used as a place to talk negatively about a particular item/author/support then it should be ok. Please feel free to go down this path if you believe the features available here in the main forum will allow customers to better help eachother with item support.

However the preferred method for asking and helping others is on the individual item discussion page, or whatever medium the author has created for support (eg: a forum). In the past many buyers have posted suggestions and improvements with code snippets on my own item pages, this is a totally reasonable way to assist others.

Best of luck!

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daihlo says

Yes… the thread has gone a little crazy!...

Comments sections are no good as only the author can reply to a user comment, not users replying to others so there is no easy way to track a reply.

The issue here for me is I cannot discuss a theme in any forum, without TF censoring any mention of the theme name or author name.

Granted, I wrote another thread which was complaining about my experience with one theme/author as they offered support but ignored fulfilling it despite masses of buyers complaining about the same issues.

The thing is, we need somewhere where buyers can help each other out!

I use another CMS as well as WP which has its own marketplace and forum. The user community are always helping each other out and actually end up providing a huge amount of support to each other! Has kept me using that CMS for many years…

WP also has its own forums for users, but TF is a theme dedicated site so surely, we should have user based forums for supporting each other. If an author simply does not have the time to support a theme, thats fine, just say that in the sales page! Im happy to buy on that basis. But, would be so much more beneficial if users could discuss a theme and solve any bugs, help each other out etc…

Please TF – can you look into this? (wanders if anyone from TF will even see this post…!)


woa this thread wen’t a bit crazy since I last checked it

If you feel the forum here could be used to help others who have previously purchased the item in question then you could try creating a new forum thread under the Item Disucssions area. As long as the thread is beneficial for others buyers and not used as a place to talk negatively about a particular item/author/support then it should be ok. Please feel free to go down this path if you believe the features available here in the main forum will allow customers to better help eachother with item support.

However the preferred method for asking and helping others is on the individual item discussion page, or whatever medium the author has created for support (eg: a forum). In the past many buyers have posted suggestions and improvements with code snippets on my own item pages, this is a totally reasonable way to assist others.

Best of luck!
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PaddyTaylor says

@daihlo – you can flag you post for staff reply below so a staff member will definitely read it.
>
While I agree buyer discussion or alternative solution would be useful help must out of respect as much as anything else go first to the author but then my concern with buyers supporting others is that if something was to go wrong through whatever reason that could turn awkward, negative or even unpleasant for bother the buyer and potentially the author.

I am not criticising anyone’s capabilities or taking sides – just playing devils advocate

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familychoice says

woa this thread wen’t a bit crazy since I last checked it

If you feel the forum here could be used to help others who have previously purchased the item in question then you could try creating a new forum thread under the Item Disucssions area. As long as the thread is beneficial for others buyers and not used as a place to talk negatively about a particular item/author/support then it should be ok. Please feel free to go down this path if you believe the features available here in the main forum will allow customers to better help eachother with item support.

However the preferred method for asking and helping others is on the individual item discussion page, or whatever medium the author has created for support (eg: a forum). In the past many buyers have posted suggestions and improvements with code snippets on my own item pages, this is a totally reasonable way to assist others.

The problem with comments sections is that (in our experience) they are heavily moderated in favour of authors. Say anything negative about your experience with the product – and yes, sometimes it’s necessary to make a comment that isn’t congratulatory or highly supportive of an authors work – and it’s usually removed. They’re also very difficult to use – pages and pages of posts with no structure or search facility – a nightmare for us when we’re trying to keep track of support requests, revisit sales queries to see if they’ve been answered or check user feedback on a potential purchase.

As a regular customer, I would find the following arrangement helpful for making informed purchases:

I think the comments section should be kept solely for pre-sales enquiries and update information, and it should have a search facility for easy browsing.

For customer feedback – I think the star ratings should be accompanied by a short customer review.

This will help to keep product pages clean and easy to navigate – at the moment they’re a mess.

Authors should provide their own support forum, but viewable to all so potential customers can check for issues.

I +1’d the customer TF forum as again this would keep the product comments section free from clutter and complaints. I don’t particularly want to trawl through pages of posts asking basic Wordpress set-up questions, and I’m sure authors get fed up with them as well. Keep all this in a forum where customers can let off steam and help each other out.

This isn’t a customer forum, browsing through it comes across as more of an authors area where they let off steam about ‘noobs’ and how they hate the rating system. The Item discussion forum again seems filled with author threads. As this is a ‘marketplace’, customers should be afforded the same resources as sellers, and have their own area where they can compare notes.

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daihlo says

Oh well, came back to check this thread that I started over a specific issue I was having as nothing has changed… the same product is still being sold with all the same bugs, zero support (even though it is advertised as having its own support forum)...

and still loads of new buyers are conned into buying what they think is a fully supported and working item, only to find that it is not. This is clear from the many and constant posts made in the comments section on the item.

TF requested I post a ticket to them which they promised to follow up. I did this, and guess what – have not heard a thing back since.

Nothing has changed.

This system of market monitoring simply does not work. We are buyers can leave a ‘star’ rating, which does not correctly reflect purchases. For example, for this product which has been a massive letdown to me, I still have chosen not to rate as I am still looking for support… I would rate it 1 star within a second… but am aware that ‘if’ things get fixed, I am not able to change that rating.

I have chosen NOT to purchase anything else on TF until something is resolved here. TF are simply not doing anything other than lip service to provide a safe environment for buyers and sellers.

Its a shame as its a popular site, but where a business cant be bothered to look after its customers (on both sides) then it shoots itself in the foot. Bad customer satisfaction – unfortunately – goes a lot further than good customer satisfaction.

Even the theme author was aware that I had sent a ticket to TF!!! ??? So, I no longer even get replies to comments, emails or anything from that author now, other than the last one where they decided to ‘challenge’ me if I had contacted TF over this theme!...

Not good at all.

TF – things need to seriously change around here, while it works – it works (but this is due to authors building good relationships with buyers) – when it doesn’t work it really doesn’t work. one bad apple can ruin the whole crop…

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VF says

Yep would be good to see a mini forum in each item page. Hopefully the devs are working towards this :)

I think if an official answer made for this thread (for the suggestion made on title), all those negative comments and anger would be converted into productive discussion, sadly not happening right now. Actually there is no reason for me to comment here but since the thread no longer improvising the primary suggestion of “buyer support forum”, just wanted to remind that its actually a good idea to discuss and fine-tune the concept to check if it is practically possible.

We already had enough threads to induce unnecessary arguments/rants between buyer and author. Sad to see staffs just staying safe instead of coming forward and clarify whether the bad-support-experiences are just minor enough to ignore or needs improvement. Regardless of policies about support that protects authors, it is a crystal clear part that any successful TF author can’t ignore. That’s why little bit of official involvements needed on these kind of threads.

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familychoice says

TF – things need to seriously change around here, while it works – it works (but this is due to authors building good relationships with buyers) – when it doesn’t work it really doesn’t work. one bad apple can ruin the whole crop…

Not going to happen, I started a thread this week asking for clarification with the discrepancy where authors can advertise ‘full, free support’ on their sales page yet not have to provide this legally because of the TF ‘optional support’ clause.

I was completely hammered by a couple of authors, and eventually the thread was locked citing ‘calling out’ of authors name as the reason, despite the fact I hadn’t done so, my intention had been to start a dialogue on the subject as I’d seen many customers confused about this as we had been.


Sad to see staffs just staying safe instead of coming forward and clarify whether the bad-support-experiences are just minor enough to ignore or needs improvement. Regardless of policies about support that protects authors, it is a crystal clear part that any successful TF author can’t ignore. That’s why little bit of official involvements needed on these kind of threads.

I flagged the comment that I’d breached forum rules and queried this, and their response was to delete the thread.

Going by my own experience, I don’t think any discussion of how things can be improved from a customer perspective are welcome here. But that’s fine, I won’t be buying themes here until they sort it out.

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KingDog Envato team says

Please be aware that how authors provide support is definitely being discussed. Unfortunately it’s not something that is going to get a next day solution, since it affects our entire Marketplace. But it is something we’re taking a serious look at.

As far as why the other thread got disabled was because it was turning into a war of “flag the post” :)

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