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digitalscience says

(I’m a top buyer here)..

ENVATO WP THEME SUPPORT FORUM: ...um you need one—where is it? I would think to myself if I were new here. Why no Envato FORUM with threads for general WP theme support?

+1 We’ve asked for similar features even back in FlashDen days – for example a general support for working with Flash and XML which would save authors time with support… I guess it’s in the pipeline…. For this new mandatory support idea, we’ll definitely need better support systems and tools.

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UKThemes says

(I’m a top buyer here)..

ENVATO WP THEME SUPPORT FORUM: ...um you need one—where is it? I would think to myself if I were new here. Why no Envato FORUM with threads for general WP theme support?

One suggestion to help authors is, given how much $$ envato makes, I think You/Envato should also provide support independently of authors, for wordpress general theme type questions.

Given your resources, Envato, you guys really need to have a “general wp support” forum for buyers, that authors can point to for “go ask your question there” help for buyers, for newbie/non theme-specific questions. Don’t make authors shoulder 100% of the support burden, that’s not fair I think. You need to hire a forum moderator/wp pro to field general newbie wp questions, in a central place, with regular forum.

That way, authors can say “general WP questions? See the Envato WP Theme Support Forum first”... that would Really help everyone.

So for theme-specific questions, authors still need to do that… but for General wordpress / plugin / dumb questions from wp newbies / That should be something Envato maintains a support forum for. It’s a massive WP theme store, and yet you guys have Zero support forum, with searchable threads. wtf I’d think if i were a new buyer. for that matter wtf I’d think if I were an author being asked to do a ton more support work.

What do you guys think? Envato makes a bundle, I think Envato should shoulder some of the WP theme support burden, at least for general WP support issues, in a forum, like other WP theme member sites do. It may not be fair to authors to take 30% and not shoulder any of the support burden for general WP theme questions; look at wp membership sites where for a small amount buyers get multiple themes plus support forum for example. What say you, authors?

I’m one of the world’s top internet marketer-types, online fulltime 15+ years, that’s good advice. for free even :)

AUTHORS: Vote +1 if you agree

+1 for Envato taking support for wordpress related issues and not direct theme related issues but this will never happen as Envato don’t want to work for their 30% cut, that is how it is being portrayed at least!

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Leokoo says

Hi everyone!

Just have a question here. If the purchase of an item includes 6 months of free support what will prevent the customer from buying the same item a second or third time to extend the support instead of buying a pack of support?

if the customer purchase a html template for $15 and the support pack cost $50, why not buy again the same template to have more 6 months of free support? I think it doesn’t matter if they have six , three or even just a free month …. people will eventually get around the system. In my opinion if you want to make a business out of it, would be better to:

  1. Have two prices: with or without support
  2. Increase product prices and maintain the basic support
Does any of this makes sense? :P Hope that Envato finds the best way to solve the majority of the community concerns.

Ah, why the need to push up the prices when support is not changed? We’re not addressing the issue of mandatory 72 hours support for 6 months :)

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NestoLab says

I found this on public profile for one of the reviewer and i’m sorry to copy that ( but it’s from his public profile )

Review Support
Envato’s policy asks that all review or support related enquiries be handled through Envato’s support system rather than our personal email. This is for a variety of reasons such as quality assurance and maintaining records for future reference should they be needed.

So it’s one of Envato stuff, telling us ( authors ) not to contact him directly. ( good point )

so what about buyer and author ??, especially if the buyer ask for refund because he didn’t get his premium support.

What if the item is 3$, so what will be the price for support package.

it’s 3$ who will need support for it ?? – i saw a normal menu i like it and i want to use it, but it haven’t font-awesome icons and i want it with font-awesome icons and as support is mandatory the author must implement it for me ( actually it’s not support – it’s customisation but i will ask for refund and i will take my money back and i will have what i want for free ) – How Envato will know that scenario, will Envato ask the author what happen or just refund.

If Envato will ask the author so it will take about 2 days or let me assume it will be only 1 day will Envato believe me or believe the buyer. :( ?? ( In both cases i will have a lovely 1 star :D and the rate system will be more complex )

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Leokoo says

I found this on public profile for one of the reviewer and i’m sorry to copy that ( but it’s from his public profile )

Review Support
Envato’s policy asks that all review or support related enquiries be handled through Envato’s support system rather than our personal email. This is for a variety of reasons such as quality assurance and maintaining records for future reference should they be needed.

So it’s one of Envato stuff, telling us ( authors ) not to contact him directly. ( good point )

so what about buyer and author ??, especially if the buyer ask for refund because he didn’t get his premium support.

What if the item is 3$, so what will be the price for support package.

it’s 3$ who will need support for it ?? – i saw a normal menu i like it and i want to use it, but it haven’t font-awesome icons and i want it with font-awesome icons and as support is mandatory the author must implement it for me ( actually it’s not support – it’s customisation but i will ask for refund and i will take my money back and i will have what i want for free ) – How Envato will know that scenario, will Envato ask the author what happen or just refund.

If Envato will ask the author so it will take about 2 days or let me assume it will be only 1 day will Envato believe me or believe the buyer. :( ?? ( In both cases i will have a lovely 1 star :D and the rate system will be more complex )

Envato’s still deciding on the terms of support packages, as in, what goes in mandatory support (72 hours & 6 months), and also, what is the price for renewal of the support. As such, speculating on prices of the support won’t help. :)

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digitalscience says

So what are the core author issues with Envato’s current plan for mandatory support? Here are some of my thoughts from author feedback – feel free to add!

  • Mandatory support was not part of the original agreement when we signed up – it’s a distortion of the original concept of selling micro-stock items
  • There’s no additional compensation per sale for authors to offer a 6 month support guarantee
  • We don’t want our time managed, such as the 72 hour response time window – one of the pro’s of being an author is our freedom and that we’re independent
  • There is no opt-out for the new support plan, other than to leave the marketplace
  • Buyers will have more power for the same price – potential to become more demanding / potential for abuse
  • Envato support response time might be too slow to handle author / buyer disputes relating to new mandatory support policy
  • A large majority of authors use their own support systems, for support time to be monitored they’d need to switch to an Envato monitored support system which does not exist yet, and the current support system is not a favourable support platform for authors
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Enabled Moderator says

So what are the core author issues with Envato’s current plan for mandatory support? Here are some of my thoughts from author feedback – feel free to add!
  • Mandatory support was not part of the original agreement when we signed up – it’s a distortion of the original concept of selling micro-stock items
  • There’s no additional compensation per sale for authors to offer a 6 month support guarantee
  • We don’t want our time managed, such as the 72 hour response time window – one of the pro’s of being an author is our freedom and that we’re independent
  • There is no opt-out for the new support plan, other than to leave the marketplace
  • Buyers will have more power for the same price – potential to become more demanding / potential for abuse
  • Envato support response time might be too slow to handle author / buyer disputes relating to new mandatory support policy
  • A large majority of authors use their own support systems, for support time to be monitored they’d need to switch to an Envato monitored support system which does not exist yet, and the current support system is not a favourable support platform for authors

+1

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designcrumbs says

I’ve been following these threads but haven’t posted as I seem to be in the minority here. But here it goes.

I have no issues with the original announcement. I already provide lifetime support and have less than a 72 hour response time (in fact, most threads are answered in the first 12 hours). Very few users come back 1 month after purchase, let alone 6 months. With the original plan as announced, the only thing that would change is that I’d be making more money and have less support after 6 months.

I really don’t see how this could be a bad thing for me. Although, it could be better with an Envato built support system linked to the item page.

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vamtam says

I asked the following question in the previous thread but no response. So just asking it again, (I guarantee there will be no more questions from me) :

////////////////////////////////////////////
@Collis & justinfrench,

Please don’t skip this question. Since this mandatory support and consequent features going to take unpredictable amount of works until December 1 and also beyond that date, it is clear that you will have solid reasons to inform that:

“We are busy with the recurring works related to item support through out 2015 “

So I wanted to ask this priorly:

When the faceted search and related features going to ship? Do you really have a dev team to handle that right now and in the coming year to deliver it efficiently without compromise?

I ask this because, in the past 2-3 pages, both of your answers covered nearly half a dozen commitments that’s related to item support, rating system, dispute related involvements, managing guidelines etc. This is a huge, complex and unpredictable task since those issues related to policing and guidelines were never proven to be taken care / experienced by Envato from 2008 to 2014.
////////////////////////////////////////////

+1 :) We all know the answer -we are working on it ….... By the way this is really frustrating, it is a bit off topic but it’s been raised time and again by numerous people without any concrete answer.

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VF says

[...] With the original plan as announced, the only thing that would change is that I’d be making more money and have less support after 6 months. I really don’t see how this could be a bad thing for me. Although, it could be better with an Envato built support system linked to the item page.

Not sure if I am confused but there is no such thing like “less support after 6 months”. As long as you make 5 sales today, there is a chance of maximum 5 buyer requests you are committing for next 6 months – and it is mandatory. The same applies next day and so on..

Of course support will always reduce when item sales goes down. That’s universal.

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