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pixeful says

Received 1 star rating, comment attached: The got hacked within a week…

Seriously? What a funny stuff … yeap, wordpress is not hacked, by attached by huge amount of BOTS, and yeap they are commenting a lot!

What should I do in this case???? It’s not even my fault

DistinctiveThemes
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DistinctiveThemes says

Perhaps try helping them – even just providing a link to your preferred security plugin would help.

Use this as a opportunity to enlighten them and see if you can wow them with your support. It looks like your theme really doesn’t need another 1 star rating so try and turn it into a win-win this time

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Landonw says

I agree with DistinctiveThemes – even if the customer is rude, try to be understanding of their situation, you would probably be frustrated aswell if you were in a similar situation:

Your response:

Seriously???? Poor support? It’s your fault that you are not protecting your theme with Akismet. What a panic!?

You even didn’t contacted me and rated 1 star? Clean wordpress is really bad on hacks. You need to protect it with additional plugins. Theme is up to date and it’s not falling with latest Wordpress updates.

I’ve been providing support for ThemeForest authors for a few years now, and from my experience showing aggression towards someone doesn’t help to calm them, it just makes them even more aggressive and will turn into something it really doesn’t need to be.

I would have responded with something like this:

“Hello – I’m sorry to hear that your website has been hacked; If you could please email me through my ThemeForest profile (or whichever method you use) with more details of what has happened I’ll try my best to resolve the situation.”

Alternatively:

“Hello, I’m sorry to hear your website has been hacked; While I sympathize with your situation, my theme follows WordPress standards and is no less secure than WordPress itself. If your site has truly been hacked it is likely the result of a plugin you’ve installed or your webhost.

(Optional) If you can email me more details through my ThemeForest profile I will help you to the best of my ability, however I will have to charge you a fee for my services as this is not the fault of my theme. Thank you!”

If you can get the customer satisfied this way, or at least not upset with you, then you can ask them to change the rating. By starting off with aggression you may have eliminated the chances that they will ever change their rating.

This is just my personal opinion, take it as a grain of salt if you wish.

DistinctiveThemes
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DistinctiveThemes says

So what you gonna do pixeful?

If you felt strongly enough to make a thread about it, id love to see how you use the advice given

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iHelp says

It would have been best to take 25 steps back and take some deep breaths and reconsider your response.

The user is scared, does not know anything and feels alone, with nobody there to guide him, he could not reach you for support either. This was a rating out of pure panic. A kind, understanding conversation, reasoning your lack of fault in that matter and asking for a reconsideration of a rating after you helped with the usual guides and recommendations will definitely turn his rating around!

This user needs assistance, empathy and support, mentally and technically. Give him that and he’ll love you forever!

Good luck!

DistinctiveThemes
DistinctiveThemes Recent Posts Threads Started
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DistinctiveThemes says

It would have been best to take 25 steps back and take some deep breaths and reconsider your response.

The user is scared, does not know anything and feels alone, with nobody there to guide him, he could not reach you for support either. This was a rating out of pure panic. A kind, understanding conversation, reasoning your lack of fault in that matter and asking for a reconsideration of a rating after you helped with the usual guides and recommendations will definitely turn his rating around!

This user needs assistance, empathy and support, mentally and technically. Give him that and he’ll love you forever!

Good luck!

Beautifully worded and resonates my thoughts exactly

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pixeful says

Users used to Give 1 star rating first, and only then contact via Item Comments, the other moment, there is many theads here on forum , where users writing they issues directly here, oooooor they send their problems to support@envato.com but not to author.

I’ve noticed that most clients that are happy doesn’t rate at all, but those who thinks that 45$ is sooo expensive for a theme, they find at least 1 small issue, as for example, they dunno how to setup demo content, they rate 1 star, after contact via profile form if they do it of course, have some help from my side and forget to change rating. huh… nothing to do. To be honest i do my best, but I can’t help to buyers like those ones in PANIC.

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designova says

Users used to Give 1 star rating first, and only then contact via Item Comments, the other moment, there is many theads here on forum , where users writing they issues directly here, oooooor they send their problems to support@envato.com but not to author. I’ve noticed that most clients that are happy doesn’t rate at all, but those who thinks that 45$ is sooo expensive for a theme, they find at least 1 small issue, as for example, they dunno how to setup demo content, they rate 1 star, after contact via profile form if they do it of course, have some help from my side and forget to change rating. huh… nothing to do. To be honest i do my best, but I can’t help to buyers like those ones in PANIC.

To be frank, there are 3 types of buyers:

1. I am familiar with themeforest items and I understand everything perfectly. I will rate if the item really deserves it. True and honest.

2. Let me try and setup it first. If I find any problem I will contact you. Then only I will consider rating it high or low.

3. I rated it 1 star and I will revise it only if you do this for me, do that for me, do everything for me that is beyond the scope of 40 USD.

So our advice, do your level best support for 1 & 2 and simply discard 3.
Author’s time is precious and let’s help the people who actually deserve it.

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FinalDestiny says

You do your best? LOL. That answer is the worst ever possible and you’re doing that most of the time when you have something to complain about.

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designova says

You do your best? LOL. That answer is the worst ever possible and you’re doing that most of the time when you have something to complain about.

You have any useful suggestion to pixeful?

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