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ellos says

Just a couple of suggestions:

It could be great if Envato implemented a separate rating for support that theme authors provide. Some separate entry on Item Pages maybe. It would be a great help for making an educated decision when buying a theme. I was burnt pretty seriously lately when bought a theme that looked great but then I learnt the hard way that support was not existent.
it is not a secret that most us are web developers and we buy themes to install it for our clients. I understand that Envato does not guarantees support and most authors provide it as a bonus. But why not rate it?
I’d rather buy a theme with a quality support since so many times I looked bad in front my clients only because author replied to a simple question in a week. It is within their rights to provide or not to provide support, but I also think that we as a customers should be able to have some means of evaluating support prior to the purchase. We can make an educated decision this way and separate rating system for support can help greatly.

2. It could be great if Envato implemented some policy that prohibits false advertisement. Here is what happened to me lately with the [name removed. Please don’t call out items or authors on the forums. Thanks! ^TK] theme:
- I go through due diligence process and ask pre-sales questions. I ask what the average support time is.
- Author answers that usually it takes 0-2 days.
- I buy theme based on that assumption
- Then I discover that not only support doesn’t stand close to the initial promise, but there are other people taking their frustration from the closed support forum to the public discussion page. And they say that questions not being answered for 4-5 days, that they are left on their own with a lot of issues and prefer to deal with them by themselves. They say that they have to beg for support or for bug fixes.



If I had this information in advance (which could be achieved by having a support rating system) I would have bought another theme and likely would have avoided the embarrassment that I cannot answer my clients question or fix the obvious bugs. I’m just sharing my 2 cents as a customer. I love Themeforest marketplace, but I think that it can be improved a bit in some regards. In most of the cases I feel a bit unprotected as a client. I have to buy a theme in order to figure out which support will I get, but I’d rather have it the other way around :)

Thank you



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AlexFjord says

Support is not mandatory – it’s a rule as we all know. As is not calling out files or authors on here hence the flagged comment.

I can see the merit in having a support rating BUT it cannot and will not happen while support is voluntary. You can’t give some authors an advantage over others when using something which is not a requirement. If you did it would no doubt result in some authors who are unable rather than unwilling to offer support, leaving and long term damage the marketplace.

What promises are agreed with clients is ONLY the responsibility if the buyer and is nothing to do with the author especially when influenced by a voluntary service. We have seen this many times and assuming the “developer” (that is NOT aimed at you specifically – more the concerning number of people who use that term so loosely) was honest with the client that it was a templated theme built by someonelse then I am sure they would understand if things needed a bit more time.

Noone wants to see anyone get burnt or have a negative experience, and I am ignoring the other thread regarding your problem and how the situation was handled from both ends but the system now is as fair as it can be.

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ellos says

OK, I see your point. Let me try to present other opinion as well if you don’t mind?

I’m relating my customer experience and I will do it without making specific references.

Customer gets to the page where he sees the following:
“Dedicated support forums. Get answer to your questions in a professional and timely manner”. If in addition a customer gets a reply from the author that states that support usually works within 0-2 days….. wouldn’t it be logical to set expectations according to the information he received?
It seems that majority of people who would read that would assume that it makes a lot of sense to consider this as a promise.
So I think it is important for me as a client to be aware that support is not guranteed. If I’m the only one who tend to think that “we provide timely and professional support” cannot be taken as “we do not guarantee support” then I would acknowledge that I was completely wrong in this situation.

This is what I think how overall experience can be improved. A little note on the sales page that mentions that support is not guaranteed would go a long way. All those people on the different item forums who voice the same frustration about not getting support… I think they all fall into the same trap as I did. They set their expectations according to promises and never get to read that support is actually a bonus.
If I’m not mistaken in my judgement and there are other people who think that support is included with the theme, then probably it is not a bad idea to put a disclaimer on the author’s pages.
...just a feed back from a customer perspective.

Ellos.

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ellos says

“You can’t give some authors an advantage over others when using something which is not a requirement.”

- I respectfully disagree, Alex. If I’m a buyer, then theoretically it is fine for a buyer to choose somebody who provides bigger bonuses. I don’t dispute at all the right for Envato to set the rules, I’m just speaking from a customer perspective.

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sniperatic says

Support isn’t a requirement, but if I see an item which is clearly not being supported I would opt for another instead. A little goes a long way.

I think a rating for support could be a good idea, and the people who actively support their buyers get more sales, (imo not fact).

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AlexFjord says

Support isn’t a requirement, but if I see an item which is clearly not being supported I would opt for another instead. A little goes a long way. I think a rating for support could be a good idea, and the people who actively support their buyers get more sales, (imo not fact).
I agree those who do the best do often offer suppor tbut as i said its not fair to rate authors on something which is not a requirement. Maybe authors should be able to rate buyers who wrongfully post negative comments or unfairly rate items due to a lack of experience etc??

Going back to the original post and the previous thread about the problem, of course we don’t want to see someone having problems but if you pay $40 you cant expect 24/7 support ESPECIALLY across weekends etc. To any “developer” who has had problems with deadlines etc due to non repsonsive support within rapid time frames (irrlevant of what was advertised) I would ask if a client asked you to develop a fully functrioning WP theme and suppor tit 24/7 for $40 would you agree to do that? (even if you could resell it so the same as an auhtor here).

Again if you were clear with the client it was a template and therefore modifications were 3rd party then I am sure they would understand a slight delay. If that was not the case then to me its worse mis representation that an auhtor who claims support but does not respond on weekends.
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ellos says
I agree those who do the best do often offer support but as I said its not fair to rate authors on something which is not a requirement.

As a business owner I actually understand where you are coming from but in this case I’m just a customer. We exchanged our opinions and we respectfully disagree, and it’s ok.
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ThemeBeans says

Either way there’s still going to be “rouge” one star ratings because an author drew the line at support vs. customization requests – which is unfortunately ever so blurry & leads to many authors & customers getting frustrated. Plus, let’s wait (hopefully) for commented ratings – Amazon style – which will be pretty informative as well. I suspect customers will leave support relative comments when rating an item.

All in all, support is not required but a seasoned author knows that it’s necessary to some degree, in order to achieve a reputable and successful presence on the marketplace.

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VF says

Customer gets to the page where he sees the following:
“Dedicated support forums. Get answer to your questions in a professional and timely manner”. If in addition a customer gets a reply from the author that states that support usually works within 0-2 days….. wouldn’t it be logical to set expectations according to the information he received?

Indeed, it is misleading and indirectly points as if the author is super committed for support. I guess not all the authors intentionally add such info but it become a trend of just saying “I am a super supporter of my items”.

From professional point of view, those are cheap wordings unless the author does that announced level of support. No matter if item price is $50 or $0.5 but buyers deserve a crytel clear info on item description rather than half-chance offers.

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