1961 posts Don't Worry, Be Happy
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FinalDestiny says

Landonw and iHelp said it all

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Gareth_Gillman says

Pixelful

In the best intentions, it might be worth getting someone else to do the support as you seem to be quite brutal and condescending, you need to be supportive and basically hand hold some customers.

These products are your babies but you’re struggling to let your feelings go and this ends up being projected onto the customer.

If you spoke to me (as a customer) like you did then I would be rating 1 star and writing bad reviews of you online, I am paying for a premium product I expect to be supported even if you can’t help with my query, you could point me in the direction of someone who could e.g. customisations etc

Unfortunately most buyers will want some form of support and you’re pissing your buyers off who are less likely to buy from you again and to recommend your items.

Support isn’t mandatory but good support is good manners.

279 posts WordPress Theme Devoloper
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kayapati says

Pixelful

In the best intentions, it might be worth getting someone else to do the support as you seem to be quite brutal and condescending, you need to be supportive and basically hand hold some customers.

These products are your babies but you’re struggling to let your feelings go and this ends up being projected onto the customer.

If you spoke to me (as a customer) like you did then I would be rating 1 star and writing bad reviews of you online, I am paying for a premium product I expect to be supported even if you can’t help with my query, you could point me in the direction of someone who could e.g. customisations etc

Unfortunately most buyers will want some form of support and you’re pissing your buyers off who are less likely to buy from you again and to recommend your items.

Support isn’t mandatory but good support is good manners.

Gillman

I agree this, but what about when they ask heavy heavy queries due lack of knowledge/issues not related to theme? if we do not give support then they give us bad rating.

Recently a buyer gave 1 star rating for our recent item due to lack of handling himself and issues which are not related to my theme. He did not give me the time to respond, just asked query in my private forum and with in 24 hours he gave 1 rating and asked refund, what should we do these type of things…?

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pixeful says

There is a option by default: Hands-on support for this item is not currently provided by pixeful.

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visualkicks says

The only 1 star I have ever received was after I told a client to take a hike (respectively of course). I was at my wits end with them already and rolled out of bed to see the first comment waiting was from this customer. It’s unfortunate that people rate products based on support, especially when they are asking too much and especially when it’s not a requirement.

In saying that, lesson learnt, I don’t do support in the morning if I haven’t had breakfast and a coffee. It’s very easy to snap at someone.

Then again, I never did go back and help them because frankly you are better just cutting some customers off. I got into this business for personal happiness and my personal happiness comes first… right after my coffee.

Maybe you should set some support rules for yourself Pixeful.

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manserro5 says

On the other marketplace once you buy a Theme you have options to buy extra + support, theme installation. I think thats a great thing they got, why Envato can integrate this as well? At least then premium worpdress developers would earn extra. I don’t understand what does clients expect from a theme for 45$ I mean seriously guys, you develop a theme for a month!! With a team, and it would cost let’s say ok:

- designer 3k $ - frontend 2k $ - wordpress developer 3k $

8k $ development in a month spent (for example our could be spent or earned on full time job)

not even all of themes reach that amount of income.

So instead of ordering from design agency a website for 10-20k $ they buy a theme for 45$? Ohhh c’mon!

Again … customizations: Client comes and says, I bought a theme and you got a youtube video, I need external link link mp4 on background. Is that difficult to help me???

I mean you got a theme Pixeful, with Youtube, why should you provide a customization like that for FREE? It’s of course not that hard to do, but still!!!

Kick me if i’m not right. Clients just expect too much and if they got brains to buy a theme here, why not have a bit more to read documentation and ask a friend help.

GLWS Pixeful, don’t worry.

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uouapps says

we just got today 2 fake ratings (one after the other) for the same item, the person said that the theme wasn’t responsive and that he contacted the support several times and never got a reply (there’s no sign from him in our system) + the other one is maybe blind because he said that he couldn’t find the ticket support system and it says clearly in the support tab that we provide support via PM,

now the result of two 1 star ratings bring our theme down to 4 stars, the developers work hard including week-ends to provide support + continuous updates and new features for almost a year, so what’s annoying is that we don’t like to ask buyers to give us 5 stars, we like this process to be natural but if there are illiterate idiots that have no ethics or enough professionalism to provide a reasonable rating then people like this should not be part of this community or at least get their rating option cancelled

so I really wish Envato could include it in terms of use for users that fake or unprofessional rating is subject to banning a user’s rating power

Please back up this initiative, I’ll probably create a thread about it

cheers

UOU

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LubosVolovar says
we don’t like to ask buyers to give us 5 stars
Hi Raad! :) You should definitely change your mindset about this one. There is nothing wrong to ask for 5* if you helped the buyer with something. I totally agree that the rating system is rotten, but that’s why you should use every opportunity to get as much 5* as possible (without breaking any marketplace rules). Most of the buyers will happily rate if you ask them (if they like the theme of course :)).

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