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AlexFjord says

@ Alex, Yes, I run a website business and customer support is very critical to my business for a couple of reasons. All of my clients come on a referral basis to me. I expect a reasonable shelf life after purchasing a product and don’t believe that is out of the norm. Red flags go up when something is pulled with no explanation as to why. As you know, themes often do updates to clear up their own internal issues within a theme i.e. conflicts with major plugins, etc. I have never, ever had an issue with a designer because they seem to “get it” that customer service brings return business and they love their customers because we stretch the limits of these themes and often find bugs for them in doing so.

I do have a message into the designer who I believe produces good work and would gladly take a license for another theme of his in exchange! or pay the difference!!
If you have emailed them (as it is the weekend) I would imagine they will reply early next week and hope they will fix whatever caused them to take ti down and out it back.

I am still curious as someone who runs “a website business” to understand the thinking behind how people use these files… I do not debate for one second that customer service is critical to any business but what I am interested in is nothing to do with specific situations, the right or wrong of support or removal etc. All I am trying to get to the bottom of is if any buyer on here would take on a $40-50 job to develop a WP theme for a client let alone if it needed to include updates or support?

Again this is not meant to sound rude or in any way directed individually at anyone – it is simply a question that I have asked before and it seems hard to get an answer to. Thanks
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annettedaniel says

The prime concern I have with a theme purchased is theme updates that provide working out bugs within the theme and updates that are relevant to Wordpress core updates. I do not take on a $40-$50 website project. The theme is the base from which I build a site that often employs “for fee” plugins, customization (by me), graphics; and in my case marketing and advertising (television, radio & print). We are a full-service website and branding business. Not sure this is the answer you are looking for.

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annettedaniel says

I reread your post and let me respond differently. You are not designing a $40-$50 theme for one person. You are hoping to make “bank” of a very successful them, make the “Most Popular” list etc. I think it is unrealistic to think any designer on here expects to sell to one buyer. Does that more accurately respond to your comment?

1877 posts Don't Worry, Be Happy
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FinalDestiny says

The theme’s status in this regard is the same as any other theme around here. Updates are not mandatory, same as support. As a business owner in this area, you’d rather wait for someone else to push an update rather than fixing the problem yourself? Even if the business is ran exactly in the same niche? Sorry but this is funny. Most of the bug fixes are either some missed options / wrong css code that takes like 2-3-4 line of code to fix, chances to find MAJOR bugs are very very small.

I can bet you’re taking at least $200 for just installing a WordPress theme on a website, fixing some bugs that are bothering you is definitely justified by the price you charge your clients with, if you expect the authors to push an update for every little thing any user finds… Well, I doubt I’ve ever seen that, on ThemeForest or anywhere else

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AlexFjord says

It is always useful to know thank you. My main reason for asking is not aimed at your situation but more at some of the far more judgemental and unreasonable vents that we see against on authors and the idea of getting what you pay for (from a buyers perspective) and managing those expectations (from an author perspective). To explain it properly will take the thread off topic and its ate here, so will leave it at that.

I am sorry you are in a difficult situation but I am confident the author will reply after the weekend and unfortunately the T&C of the site that we all agree to state that purchases are a buy “as is” agreement. As has been said already if there are bugs (not related to a more recent WP update) then you should have no issues getting a refund. Thanks

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AlexFjord says

Follow up – did I not say you could resell it as many times as you want? Basically The scenario is a client asks for a 40 -50$ full theme (support updates etc aside for now). You can resell it as much as you like so it is in theory the same principal as for an author here. Thanks for replying to it again

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dansjostedt says

“You should download your purchases immediately as items may be removed from time to time.”

It is kind of hard to claim your money back, when envanto pretty much tells you straight out that items may be removed…

I have my items saved on my external drive for any feature use and as a safe back-up if they are needed..

I would also be frustrated if an item was removed and I needed it badly but in your situation it seems more like you wanted an update that you missed due to you being to slow or ignorant to download it in time?

Anyway as others suggested contact the author who made the theme and check with them if you may have a copy (or buy one for a competitive price).

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annettedaniel says

Final Destiny, I am weary of being misrepresented in motive and misquoted by you in your responses. So I have no further reply for your.

Thank you Alex for being reasonable in your communication. I will await a response from the designer and move forward. Overall I am pleased with Envato and all of the theme designers to date. There are always two ways to look at this; the designer’s side and the buyers. As a buyer I see where a designer can bring in revenue of $1.7m from a successful theme. So providing support forum and updates from a buyers perspective is not unreasonable and other companies agree (i.e. Adobe, Microsoft, Norton, and even Wordpress itself!) I pay $59 for Norton 360 and get awesome support. I doubt any designer on here would attest to providing a higher level of technical service than Norton’s 360? See, successful businesses understand that customers bring returning business and referrals!

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ThemeBeans says

As a buyer I see where a designer can bring in revenue of $1.7m from a successful theme.

And those are very very few and far in-between… basically out of scope. Don’t forget it takes years to build a fan base and reputation – before even building and launching (2-3 months at least) a “mega theme” to try and take part in that competition. These days an author is doing well with 300 sales per theme – due to saturation of the market in my opinion.

From an author’s point of view, hitting that $1.7m/successful theme is just not happening if you’re not already up near the top – and have been for some time.

Ultimately, I’m not dogging that support is not significant to an author’s success (it most definitely is) – I’m just tightening the scope of that revenue number a good bit.

Hopefully the author will respond and get things situated nicely between the two of you. I can’t imagine he/she would simply take down the theme and not do anything with it. Each dev hour needs to bring a return over at least 6-12 months; an entire theme’s total dev time is an unbelievable loss – to simply remove the item.

Hope it works out!

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ImanGM says

successful businesses understand that customers bring returning business and referrals!

+1. I completely agree with this. I wish you get proper answer from your item author.

It would be great if when an author removes his/her item, it doesn’t remove immediately and give the purchasers a chance to download the latest version in a few days.

But about items support. It’s not mandatory and Envato cannot do anything about this. They cannot support other authors items. Imagine an author has an item here and he’s not going to support it. What can Envato do about this? Remove the item? Purchasers will say we don’t get support and now our purchased item is removed too.

This is authors responsibility to support their clients. And I strongly believe this is a win-win game. If you support your clients they will be happy that purchased your items and they will make you a winner as well. I don’t think we are selling a $45 item here. IMHO, we are selling ( $45 x N ) here and we should do our best to support our clients to be a successful author here…

Cheers

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