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chickscanfly says

I think this is worth sharing…

I have sent this email october 31…it took 6 days to even get an automated “reply ”

October 31,2012

Guys, here is some food for thoughts!

I have been a member for over 4 years and have purchased close to 500 items so far so I know my way around. I pretty much spend AT LEAST 2 hours/day looking at the new themes, mostly wordpress. I can sadly say that for the past year, Themeforest ” Standards ” have gone way down the drain, it sure isn’t like it use to be….Here is why!

I am going to focus mainly on WP since I pretty much know all the themes by heart.

1- How do you guys NOT pick up on users creating multiple accounts with different names who end up changing their theme’s name etc…and reloading ??? I mean quite a few are OBVIOUS .

2- So many new themes each week are just plain carbon copy of other themes it’s ridiculous, I understand the more the merrier, and more money for you guys…But it’s really getting to be a turn off. I use to be excited about new themes and creative ideas, now I am lucky if I find ONE a month that I haven’t seen before or isn’t a copy. I get that maybe you don’t have time to screen everything and settle for quantity VS quality, but I suggest you reevaluate. Myself and a few long term developers/customers are really loosing ” our MOJO ” and started exploring other avenues. Common, you guys use to be ” creme de la creme ”! Now it’s like drive thru McDonalds…and the prices go up! lol

3- I think it was a HUGE mistake to let developers have their own ” SUPPORT FORUM ”, since then the developers have gotten SUPER lazy. The copy paste some ” register to our forum ” which frustrates most people. Most of them can’t even respond to their own forum requests on a weekly basis so them come here to get their theme sold then it’s basically ” screw you ”. I think you guys should regain some of the ” power ”.

4- I think that sellers should have a mandatory requirement to answer questions at LEAST a couple times a week and if they don’t, their theme is just ” suspended ” until they keep up. It is unacceptable for developers to ignore questions for weeks if not months yet still make a buck. Take a new customer, he might not know to check comments before he buys and next thing you know he can’t even get answers cause the developer ” vanished “…. If you want to make a buck, their is a responsibility that comes with it. I have seen that a lot with with ELITE AUTHORS over the past few months…I can give you a handful of examples.

Anyway, food for thoughts…

Then on November 6 I get this email:

Greetings,

Thank you for your email to Envato support. I’m sorry for the delay. I am forwarding this along to the necessary staff for inspection. I truly apologize for your disappointment.

Please let me know if I can be of further assistance. Kind Regards,

Bryan F. Envato Support Department

Did I ever hear back from anyone, NOT … For crying out loud, the stuff is SO BEHIND even customer support latest news update dates FEB 12 ,2012!

You can’t even get a hold of anyone anymore… This use to be a great community for many things, now the quality and the ” top notch ” feel is definitely way gone

What a shame!

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gljivec says

I agree with a lot of points here, but point 3 and partly 4 are something that can’t be done without Envato making a much better system then comments to handle support. When you have a lot of files (from different markets even) it is impossible to handle support via comments. This is why we made a support portal with FAQ and forums and basicly have a policy that replies are made within 24 hours.

But to make this possible I need a forum where customers have to register (and enter the purchase code). It’s just the neccessary evil.

I don’t know about other authors but I think with providing proper support you get a lot of returning buyers and earn more that way in the long run.

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pippip2 says

Could not agree more, downhill spiral sadly, authors can offer support if they feel like it? I am being used for beta testing for free sometimes or at least thats how it can feel? Waited 2 weeks for a simple response and was slightly dissapointed with the fact that the author chose not to answer, at least Sarah from TF did.

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revaxarts says

Posted a long opinion in that duplicated post. post deleted => my comment vanished :(

Basically I would like to say I’m sorry and many of us authors talked about that issue but Envato hardly response.

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doru says

just wanted to note that 3 and 4 question are based on the assumption that support is mandatory on the marketplace. No author is required to even answer on single question from the buyer. Now, most of us do answer and try to be helpful, but this fact should be taken as an additional unpaid value to your purchase. Requesting fast and unlimited support from authors is absurd when the support is not even required to sell items here. It really turns a big doubt on your knowledge of how this marketplace works and how clear the rules are presented from envato part.

Also authors are allowed to create multiple accounts to sell items if they want to do this

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Bedros says

Coming to the number of submissions and exposure on the main page; it is a paradox…

Some authors try to make a unique/outstanding file which really takes time (there are authors spending 2-3 weeks only for the help files) , and by the time they’re working on it some authors “create” 2-3 copyCats.

I think current system encourages copycats , and not the authors that creating masterpieces.

Thanks a lot for sharing your thoughts.

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dwhitmore says

+1 to all of that.

I’d also add, a LOT of themes I’ve purchased recently claim to support some of the older browsers (ie8). However, if you actually purchase them and start to try and use the theme, you quickly discover there are a huge number of problems with older browsers.

Where is the QA?

Dan

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fuelthemes says

Yeah, now tell me how come those “same” themes sell 400 pieces every week :D

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digitalimpact says

+1 to all of that.

I’d also add, a LOT of themes I’ve purchased recently claim to support some of the older browsers (ie8). However, if you actually purchase them and start to try and use the theme, you quickly discover there are a huge number of problems with older browsers.

Where is the QA?

Dan

Not that I don’t agree with you Dan, but have you actually tried to test-drive the theme in IE8 before purchasing?

Now I’m not saying that it’s just your fault – if someone says his product does X and Y, Envato should make sure it’s true. And yes, in a perfect world, you wouldn’t need to worry about statements being true.
But we don’t live in such a world, so a simple check on your side will make sure nothing like what you said happens :)

ONTOPIC :

chickscanfly, thanks for taking the time to share this. I do feel the same way, especially when nobody ever gave a f# when I kept on saying that higher prices+lower quality bar = a bad move.

If this marketplace is to not go slowly down the drain, Envato needs to take some radical decisions…

Oh, and about the external support forums. Handling support for 3 Elite authors here, I can say it’s much more easier and quicker to handle it like this. You do want support Qs answered fast, right? Others have said it so, yeah, until a decent support system will be in place here, sorry about the frustration, but it’s just to serve buyers better IMO .

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pixedelic says

As author I agree with the point three… why doesn’t Themeforest improve the support forum? I had to develop my own forum just because the purchasers can’t search the old threads on ThemeForest. It should be a very simple change, I guess.

And another thing: I’m a freelance, I’m alone, I design, develop and give support. lf I go on holyday I can’t communicate that to the purchasers… if they purchase a theme made by me they expect to receive support, rightly… but sometimes I can’t because of personal problems. I don’t want that a user with a near dead-line buy one of my themes if I can’t give support in that period, but the authors don’t have any control in this sense.

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