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squaredWeb says



Hey Collis

Here is an idea. Lets just use a 60 dollar theme for 1-12 month support not including customization of the theme. this would only be support for the buyers that actually purchased a support package. We would still support the themes for updates and bugs as basic support which would be mandatory and i think most authors do that to keep their customers happy and coming back. For extra support for people that need help with installation installing widgets and so on the support packages would be great specially if they had a choice on how long they need the support for and they can purchase the package that would fit their needs.

Theme $60+1 month support $30.

Theme $60+2 month support $40

Theme $60+4 month support $60

Theme $60+6 month support $80

Theme $60+12 month support $120

Just an idea but at least this way both authors and buyers get a deal for their work and purchases.

And as for envato taking 30% of the support i am fine with because everyone has to eat right.

Let me know what you guys think.

Cheers

Lester

So if a buyer pays for support and they take up say 7 hours in your week, trust me if they are paying you, they will screw you for every minute they can, I have had these customers (not many granted but if they now have to pay for it they will become more frequent). Anyway if you have a customer who makes you work for 7 hours in a week because of ridiculous conditions or for a poorly written 3rd party plugin is conflicting, do you honestly think that $21 is enough for a whole month.

By your 12 month plan you only earn $7 a month for support, come on your taking the biscuit with that one!

I would simply refund the user every time they make a purchase and say ill carry on with free support under my conditions, which will mean not being a slave…

That is why, the problem isn’t support, but excessive support due to unreasonable customers :) but what is reasonable, needs to be properly defined :)

Also, if you’re only offering one theme with basic support for that amount, how would you compete with shops that offer subscription and 20 themes or so? :)

Just to make it clear, i think those prices are too much as well and i wouldn’t want to see them implemented like this.

But just to play devil’s advocate here, i wouldn’t see any problems with the competition part.

Let’s face it, if you just compare prices themeforest isn’t the best deal already, 1 theme for 60$ vs 20 themes for 120$, that sounds like a no brainer. The reason why this isn’t already a problem for themeforest is simply design and features. No other (at least none of the big ones) themeshop comes even close to the level of design you get here. I am not saying they do bad designs, not at all, but none of them really does outstanding design. So if i had the option to get one stunning theme for 60$ or 20 good looking themes for 120$, my choice would be quite clear (especially seeing that most regular people never need 20 themes, they maybe need 1,2 or 3 and the rest of them never get used, which makes that number of 20 much less impressive), and judging from themeforest’s success it seems a lot of people think the same way. And seeing that you bought 50+ items here you seem to think the same way as well ;). Just in theory 30$ more or less wouldn’t change much about that, especially if they were only optional for support and not for the base item.

Like i said i am in no way for those suggested prices, but i think there are people on themeforest who do outstanding work that you just do not find at most other themeshops and they shouldn’t be compared to them only by price, their level of quality should be included into the equation as well.

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theAlThemist says

And seeing that you bought 50+ items here you seem to think the same way as well ;)

This reminds me to ask something else, as I am obviously one of the most “moaning” persons in these threads…

Having in mind I am not just an elite author but also purchased almost 300 items on TF, CC, GR and PD – does my opinion qualify as buyer’s opinion too? Just saying (not even asking!)....

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graphic4444 says

you should limit the number of support requests per customer per week or month, so “comes with 6 months support, limit 15 questions total during 6 months” or “limit 3 questions per week” or whatever number is reasonable.

otherwise you get MORON customers who don’t read the docs wasting your time with incessant or outside-of-scope questions

you need like I recommended a “General Envato WP Support Forum” that envato runs and moderates for newbie/general WP questions, they absolutely should be required to shoulder some of the support burden for their 30% or whatever fee/commish, imho.

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rayoflightt says

you should limit the number of support requests per customer per week or month

Sounds nice but then a customer sends you one email with 100+ questions…

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digith says

Hey Collis, Very good plan and I have some experience willing to speak out, being a new author less than 2 years, i always try my best do the support, so i agree with the mandatory support, Responsible authors should do the necessary customer service. And most time, I gain sincere thanks and trust from my clients.

But you know, a few times, i do the support carefully, but still got a 1 stars rating, i am very confused, i remerbered i opened ticket to speak that before, so, As an author, if the service is mandatory, whether there is a complaint pipeline, to avoid similar things, after all, right in the client side.

Kind regards! 8-)

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Leokoo says

Like i said i am in no way for those suggested prices, but i think there are people on themeforest who do outstanding work that you just do not find at most other themeshops and they shouldn’t be compared to them only by price, their level of quality should be included into the equation as well.

Ah, but there are themeshops who were formerly from TF, and doing well out there :) Some just offered lifetime for 249 or single themes for 69 :)

I believe quality varies. Most of the themes I’ve bought in TF, do admittedly look good. However, in terms of loading speed, number of requests loaded, quality of coding and flexibility, it is a mixed bag. And something that I find, themes from Studiopress, Woothemes and major players, as a lot easier to understand, and to customise. After all, Studiopress’ Genesis haven’t found a competitor on TF, yet.

And I’ve come to conclusion, that perhaps it is better to theme things ourselves. You can read major Wordpress sites, and majority of the comments come the same way. TF’s themes don’t fare well in terms of user experience. That’s why themeshops with lifetime, or bundled themes by yearly subscription, presents a much better deal to the customers, as well as developers who develop projects, and just needs a base to start with.

Oh, btw, if you have been reading Elegantthemes’ updates, they’re releasing a major flagship theme, to complement Divi 2.0 :) And Divi 2.0 has been awesome. Trust me, as I’ve tested more than a hundred themes.

Oh, btw, I’ve said this before, but I’ll say it again. The problem isn’t the trouble to update with so few sales. The problem is, why is sales slow? After all, Wordpress takes up about 24% of the total number of websites in the World. And there are 510 million live websites, at this moment :) That makes it a 100 million users market.

The issue is, how do we grab even 1% of this market? :) Woothemes focused, not on themes aesthetics, but developing WooCommerce, which now powers up to 200k + of live websites Worldwide (latest statistics from Builtwith). Once they started doing well, and had customers at ransom, then only did they switch to yearly renewals, while grandfathering their existing base of customers to their lifetime licenses.

That is good practice, as the early customers were the ones who helped Woothemes grow :) And that’s why every Themeshop, or plugins shop out there, does the same thing :)

The issue I find with TF (not CodeCanyon), is that, most Wordpress themes are limited to small fashion shops, and not very compatible with official WooCommerce extensions. How about giving customers something more like an Amazon, Etsy or other major marketplaces? :)

And develop plugins like Bolder Elements’ Table Rate Shipping? Make it so good, and needed, that even major Wordpress sites like WP Beginner and WPMU Dev and others, send people your way :) And when you are established, you can decide to either continue staying on Envato’s ecosystem, or to move out and charge higher prices :)

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Leokoo says

Just in theory 30$ more or less wouldn’t change much about that, especially if they were only optional for support and not for the base item. Like i said i am in no way for those suggested prices, but i think there are people on themeforest who do outstanding work that you just do not find at most other themeshops and they shouldn’t be compared to them only by price, their level of quality should be included into the equation as well.

True, but to what end? $30 for mandatory support and customisation? Like I said previously (please read my previous posts), the problem would be, newbies and those demanding customers, would expect even more.

And not experienced Wordpress users like some of us here :) So then again, perhaps Envato should have a 2nd market place for TF authors who want to charge that, and see how the experiment go, rather than making changes on TF itself. I for one, won’t need those, and won’t pay for the mandatory support myself :)

I rather code, or get some friends / freelancer, to do the changes needed. :)

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VF says

No questions but food for thought:

An author has low/regularly selling item uploaded 3 or 4 years back. Stopped responding the comment section for 2 years. But updates the item regularly to support new devices, script versions etc. Still the item makes sales here and there. Buyers aware they can’t expect answer from author – as they see no replies on comment section.

Now, if the author doesn’t want to agree the new policy as of December, what exactly the author should do to obey the spirit of selling?

1. Remove the item, so that there won’t be new purchases with the expectation of mandatory support.

2. At the same time, keep the item downloadable for old buyers so that they can download any time and also get updates.

The above example of item support may sound like rare case but if we look closely, that’s what the current trend here.

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Makis77 says

Even though I’m not that of a big seller on Envato I have lots of experience as a buyer and a seller too. I also have 15+ yrs of support related experience(in fact I make my living and more out of it still) so I hope my comments will be useful for the community.

First of all I have to draw the line and make sure that I don’t accept Envato(or any partner of mine) to change terms without asking me and on top of that downgrading me from a partner to an employee.

But for the sake of this discussion lets I say I was asked and accepted(digitally signed) the new terms.

I find it rather annoying having to go back and forth from Envato to my email or my own support platform when clients come from Envato, no1. priority should be Envato building a support system that they can manage and review. Having a two or three way support system will only add problems to this. Next I must comment and criticize the way that Envato is trying to use the support feature(which I believe is essential overall) and that is screwing the Authors. If Envato said that we ll get paid for adding support on our items lets say 80% of the item price per month after a 1 month free support then everyone would be happy. Since Envato must make some money out of it they should either add their 30% on top of that or subtract it from the Authors which is actually what will happen.

In this case as it seems we’ll get paid much less than 80% of the price item for support AND give away 30% of that price. In fact they are trying to squeeze our profits so they will get their own profit without offering any service to us or to buyers while at the same time they are forcing us to deliver support within a few days(I already do this but I choose to I’m not forced by anyone and will never be, ever!). That alone is a strong reason to believe that Envato will fail to this new project they are trying to setup.

As a conclusion, you cant add a middle man in a support service unless that middle man offers a part of the service too. Envato doesn’t offer anything here, not even the support system itself.

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doru says

Hey guys,
Just went through the thread.

What scares me: I see same faces writing many words for 18 pages already. Don’t you think that the more words there are – the easier it to overlook brilliant ideas in them? Guys from Envato are not machines (well, except Kailoon, maybe :D ) I assume it’s getting harder and harder for them to analyze our feedback when there’re more and more empty words?

Don’t you think that It’ll better if we share our suggestions in compact processable form: say, 100 words per 1 author and only once? We can ask for separate sticky thread for that…

no.

this is a network of websites with 4,266,868 members. If as staff, you struggle to keep up with all this debate hire more people.

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