LeatherwingStudios
LeatherwingStudios Recent Posts Threads Started
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LeatherwingStudios says
As Lance stated we simply cannot alter file ratings

“cannot” implies you do not have the means to do something while “will not” works where you can do it but for whatever reason choose not to! :)

in what circumstances would we just remove negative ratings when authors asked and who would make that decision?

I would say…this situation is a great example! and as to who makes the decision, why the same nice folks who decided the comments should be removed.

I know I sound snarky but I truly see very little difference in removing someone’s comments and removing their rating. in fact, your strict policy should be “we cannot remove comments without also removing rating (and vice-versa)”

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7march says
First off, no matter what happens, I really hope you stick around. You’re a great author and a great community member. Yes, you’ve had a setback, but don’t let that keep you from becoming a top author. Regarding comments being posted on every file to discredit the author, that’s spam. Actually, worse in my opinion because it’s a lot more malicious than your typical spam. Like Ran said, two comments later people will forget, but it can still be detrimental, at least temporarily. Support is always happy to kill comments like that. If it’s just one or two comments, just flag them. If you’re getting harassed, just shoot me, Adrien, or Thinesh off an email and we’ll take care of it asap. It sounds like Thinesh has deleted all of yours, but if the buyer starts again, send me an email and I’ll take stronger actions. We’d never let the authors just get attacked unjustly without taking action. Authors are never required to give support. I like what 50tons said. If there’s a bug you’re ethically obligated to help. If it’s a small fix, you don’t need to help, but it’s nice. If it’s a customization, they should pay. It’s not uncommon for a buyer to complain to the author, not get anywhere, then complain to us. At that point we always investigate to see if the complaint is valid. A lot of times it is valid. If it’s not, we very clear about letting them know that support isn’t required. We never turn the buyer against the author just because “the customer is always right.” It wouldn’t be fair to them as they’d continue thinking they’d been cheated and it definitely wouldn’t be fair to the author. I’m sorry that support didn’t remove the rating. It sucks and it’s happened to all of us. Not too long ago ratings showed up before there were at least 3 votes. I have an especially painful story about a bad rating from those days, but I won’t share it here. :) The way the system is now, we can’t remove ratings. Buyers, just like authors, are a part of the community and whether they’re right or wrong are entitled to their opinion. We’re happy to remove rude and slanderous comments, but we can’t just remove every negative rating. If we did, the system would get manipulated and ratings would be even less relevant. That being said, there have been a lot of great discussions among the staff lately about how rating could be improved for both authors and buyers. I’m not sure what exactly is going to happen, but just know that it’s at least on the table. I love the idea dimumurray came up with about having a disclaimer. That would solve a lot of misunderstandings. Great idea!

Kudos to you….. Always a perfect judgement….why dont u clone yourself?FD needs tens of you in support :)

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JelleDekker says

It’s unfortunate but these things happen, someone asked me to completely rewrite an AS3 file to AS2 because he didn’t use AS3 . I told the buyer that the description clearly said that it was an AS3 file and that if he wanted that changed he should ask someone who could do it for him. I wasn’t going to do that for free…

Day later my file got a bad rating, however no comment so not sure who did it. But I think it’s this person because other clients have never been angry with me, 2 of them actually offered me a freelance job afterwards because of the good customer support.

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doru says

maybe its the same guy :)

just hang in around on flashden with money in the pocket and after random purchase begin to “assault” the authors. Like a serial killer. in this case a serial flash item ratings killer. :D

Please, authors with sheriff badges, please help. Use your power to find the offender :D

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donchev_a says
I am slightly concerned over the ways that you feel Support have dealt with the situation and I would like to clarify some things for yourself and other members. As Lance stated we simply cannot alter file ratings without asking our very busy, (think redesign), development team to actually go in and alter the rating code manually which is currently impractical for the removal of a single negative rating, this would also present other issues if we did indeed go ahead and change it,
first of all, you have to remove that BAD rating immediately. regardless who has to be involved. As you can remove Cyan’s all ratings from the Birthday bundle, you should be able to remove this single rating as well. She is not even an author. She doesn’t loose or earn any benefits by removing her rating. So please remove my Phaia’s bad rating now.
like in what circumstances would we just remove negative ratings when authors asked and who would make that decision?
Honestly I am not here to resolve all Envato’s issues. You need to have rules for that kind of circumstances. I am here to upload new files. Just imagine. I have to prepare very complex mp3 player and I am coming and asking the support: “how I have to deal with reading/writing complex XML file?” Sounds stupid, right?
It’s very important that people who purchase a file, regardless of how we feel about their motivations, get their chance to share their opinions like everyone else does, however, I’m not saying that the current system is perfect – far from it. No one is here to make that claim.
do you make a difference between – opinion and spam? And believe me there is not difference between SPAM comment and SPAM rating. Just same thing – SPAM .
Speaking on behalf of the whole Support team, I’d like to make it clear that both the team I work with and myself take our roles very seriously as we do Customer Service. If you ever feel that you have been legitimately wronged in any situation – be you an author, buyer, whatever, please contact Support in a ticket and ask for me personally, I am the Support Manager and would love to have the chance to try and resolve these issues before they go too far. We will always continue to do our best to reach an amicable resolution for all parties involved.

The above is telling me that you DID NOT READ , my emails nor the postings here. And not to be just argumentless I’ll post YOUR email here. If you guys want to ban me that’s fine , BUT you can not TALK to me like I am a bulshit. You’re saying one thing here and another in the e-mails:
Hi Angel,

I wish we could, but there is no functionality to do so – in addition this user does have the right to rate any file they have purchased as they want, regardless if we agree with their motivations for doing so or not. I’m sorry but in this instance I cannot remove the bad feedback.

Sincerest Regards, Jordan.
How you realize that the user has the right? If someone just by default has some rights it doesn’t mean that in extraordinary situation the rights are same. You guys need to think about this things. Yes the Customer has rights… but Who is customer, Who is SPAMMER …
That said, it’s very important for Support to remain impartial – we will never take sides on an issue and I’m sorry if you felt that’s what has happened in this instance – I can guarantee you that if it came across that way, it was certainly not intended.
for reference that YOU took his side look at the blockquote above:
this user does have the right to rate any file they have purchased as they want, regardless if we agree with their motivations for doing so or not.
This is ridiculous. It is not about to agree or disagree with a client or an author. It is about what’s right or wrong. It is not about a marriage or liking or disliking. It is about what’s appropriate, what is the best for Envato and the whole marketplace. This answer is very unprofessional.
We are good people who just try and do the best for everyone within the scope of our abilities . If you’re an author that’s seriously being harassed by a user with unjust negative comments on your items, let Support know and we will delete them in a heartbeat, as Lance said – it’s spam, nasty spam. It’s just ratings that are the issue.
See Jordan, nothing personal here. I do not know you and can not tell, what person you are. I am not saying anything bad about any person here. Even about the client. Just trying to have what I deserve in a fair way.

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donchev_a says

I just deleted it. will wait with this comment.

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MarkBrodhuber Envato team says

Angel,

I understand your frustrations, being a victim of some unjust low ratings myself. But I do not understand why you are taking this as a personal attack towards you and your business? Very confused here, you’ve been with us for a while, and have seen the little pitfalls that come from unhappy buyers (for whatever reason), and yet you got a bad rating, and because Envato will not remove the 1 rating, you’re getting frustrated.

I’m talking to you personally here, not as a manager, but as a friend. I think you are taking this a bit overboard. I get the frustration, I get how it could affect sales, I get all of it. But in the real world, on the internet, dealing with customers is always this way. If someone is unhappy they can do some stupid things, but thats life. You’ve never seen a person walk into a store and throw a fit because the lawn mower they just bought doesn’t make toast!? (of course I don’t mean that literally). Working in retail when I was younger, you’d be surprised how crazy some customers can be.

I worked in a toy store that was operating through the christmas season inside of a Sears. They didn’t have a toy department at the time so they wanted us to come in with our inventory so they can bring in more customers. I sold something to a woman, some stupid little toy for like 10 bucks. She came back 3 hours later FUMING ! she was upset because it didnt come with batteries. I pointed to the side of the box where it clearly states “batteries not included, requires 2 AA batteries”. And she demanded a refund for her troubles. According to our policy I couldn’t give her a refund. She lost it and went crazy. Literally stood outside of the store for 4 days, warning customers walking in that I was a bad person and that the store are made up of crooks. I went to the Sears manager, and they said…”nothing we can do, its her right to be unhappy”.

Thats pretty much how it went. And now in your case your unhappy because a buyer got unreasonably upset and rated your file bad. Envato is merely saying, that it was the customers opinion, and they cant remove the rating. This is not Envato taking the customers side, and being against you. Try to understand that. We all like you here, and want you to stay here. Its frustrating…I know. But there are plans to reform the rating system to help prevent mis-rating files for the wrong reason, in the works. Just hang in there buddy!

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Reaper-Media says

Firstly, I sympathise with your situation, it is very unlicky that this has happened to you.

I just deleted it. will wait with this comment.

Wait… You Just deleted your file\\?!? Calm down man!!! What they are saying is it takes up valuable developer time to remove the rating as they are the only people who know how to operate the database. That time is supposed to be being spent on getting the new site up and running. And IMO : Nowhere in any of the blockquotes you posted does it say anything about them taking sides or suggesting that they are being biased, the comments in the reply from Jonathan and the email, say vertually the same thing. Please think rationally here. :)

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doru says

I think with this rating system we (clients/authors/staff) are in a gray area.

Who want to rate a product should have to leave a comment.

Something like Amazon rating. They shows you how many 2 stars votes ( for example ) and when you click on them they shows you the comments for those 2 stars.

So when someone leave a message that he hates you for not doing 1001 free customization, the other people (normal), who knows and respect the work of others, will understand why he gives you one star.

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donchev_a says
Angel,

I understand your frustrations, being a victim of some unjust low ratings myself. But I do not understand why you are taking this as a personal attack towards you and your business? Very confused here, you’ve been with us for a while, and have seen the little pitfalls that come from unhappy buyers (for whatever reason), and yet you got a bad rating, and because Envato will not remove the 1 rating, you’re getting frustrated.

I’m talking to you personally here, not as a manager, but as a friend. I think you are taking this a bit overboard. I get the frustration, I get how it could affect sales, I get all of it. But in the real world, on the internet, dealing with customers is always this way. If someone is unhappy they can do some stupid things, but thats life. You’ve never seen a person walk into a store and throw a fit because the lawn mower they just bought doesn’t make toast!? (of course I don’t mean that literally). Working in retail when I was younger, you’d be surprised how crazy some customers can be.

I worked in a toy store that was operating through the christmas season inside of a Sears. They didn’t have a toy department at the time so they wanted us to come in with our inventory so they can bring in more customers. I sold something to a woman, some stupid little toy for like 10 bucks. She came back 3 hours later FUMING ! she was upset because it didnt come with batteries. I pointed to the side of the box where it clearly states “batteries not included, requires 2 AA batteries”. And she demanded a refund for her troubles. According to our policy I couldn’t give her a refund. She lost it and went crazy. Literally stood outside of the store for 4 days, warning customers walking in that I was a bad person and that the store are made up of crooks. I went to the Sears manager, and they said…”nothing we can do, its her right to be unhappy”.

Thats pretty much how it went. And now in your case your unhappy because a buyer got unreasonably upset and rated your file bad. Envato is merely saying, that it was the customers opinion, and they cant remove the rating. This is not Envato taking the customers side, and being against you. Try to understand that. We all like you here, and want you to stay here. Its frustrating…I know. But there are plans to reform the rating system to help prevent mis-rating files for the wrong reason, in the works. Just hang in there buddy!

thanks MarkBrodhuber, just to let you and the other guys. I am not taking this personal nor emotional. I am done with it on this level.

Here is a case where a customer did wrong choice. I gave him an advice to ask the Support for refund. I send message to the Support asking them to help me. TPN helped me with the comments and I was fine with this, unless Jordan started again to clarifying to me that in this case this is all that you guys can do. And because I hold all the conversations and I know what the situation is… I know you could do better. Just pushing you. For better. As you pushed us by rising the level of the quality, now I am taking my part in the growth process of this marketplace. All my comments have one goal – to bring something better for all of us: authors, clients, Envato.

you require more proffesional work from us and I agrree. Now I require more professionallism from you and I think this is fair. Regardless the case or the sides. Just not blind comments and answers. I need something proffesional and adequate. That’s all.

I lived my 33 years without Envato, I could live without it another 33. But if I am a part of this, and I think I can help in anyway I’ll do it. without fear or because of laziness.

Actually if you start reading in between the lines you’ll FEEL what I’m talking about.

cheers!

ooo and another thing. If Envato was like Sears I’ll step out immediately. ;-)

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