Mixed feelings about this one.
It sounds good that something is going to happen to address the unlimited free support we authors provide, but I think it is a poorly implemented solution. Some notes:
Authors are bound to the support pricing that Envato will decideAs an author, I need to have the freedom to set the pricing rules for the support I am offering. I already sell at extremely low prices, now having to adapt to a support pricing model sounds a bit too much.
Having to answer within 72 hours sounds like I am an Envato EmployeeClearly this is not (or it should not be) the case. I am running a business and the terms of the provided services should be decided by me. Do I want to go for vacation for 3 weeks? Do I wish to update my infrastructure and decide that I will postpone Support for 1 week? It should be my right to choose the terms of my supported Services. Support is a service, not a product. The game rules are changing. What if an author is not a team but a sole person? What if he needs to get hospitalized for 1 week? What if he has a family issue and he has no partner to handle support?
30% for what exactly?So, we are paying for our own support platform, and we are paying for support staff. For what exactly should we pay Envato 30%. Unless you provide an integrated support solution, this demand is irrelevant. What if as an author I already provide free support for 6 months and then I already bill my customers for extented support? Then I will need to adjust the pricing, and continue to do what I already do, but this time giving Envato 30%
How are authors protected?We all know the following scenario is going to happen, sooner or later:
- Buyer purchases “premium support”
- Posts at the support desk demanding a customization
- You kindly refuse
- Buyer goes mad cause he already has purchased “premium support”. Threatens for 1 star rating.
- You still refuse
- Buyer becomes angry, rude, and rates 1 star.
In this case, how exactly is the author protected?
- There should be an option to report a Buyer (of course this will will not happen)
- There should be an option to ban the buyer from the support (of course this will not happen without refunding)
- There should be an option to report a rating.
Honestly, I believe that the 30% that Envato will take, will go straight to paying extra staff to handle all the confusion and problems that will arise.I do not think this is the way to go, really. Eventually all the descent authors who respect their work and time will leave ThemeForest one by one. And the marketplace will be left only with authors that would do anything to satisfy the buyer, even if this means going against their business values. Sorry, no.
+10000 couldn’t have said it better myself.
First of, awesome title. Second, I completely agree this one star madness has gotta stop.
The rise of the 1 star trolls
Thank you very much for your valuable contribution on this subject FranklinM2. I wanted to give it a try, but for some reason widgets do not get imported correctly. All sidebars have only one “Custom Recent Posts” widget and that’s it. I tried importing the widgets.wie through the plugin itself and it works fine, but as widgets.json it doesn’t work for me. I was wondering if you do you have any idea or hint to help me troubleshoot this (?). Thanks!
The current version as it is exits if it can’t find the theme option file. If I get some time I’ll push an update that moves to the next task instead.
@ YiorgosT I think authors are looking for something automated that can be integrated into a theme. I think Duplicator is overkill in this case since it does a msql dump and all that.
This sounds like a good idea at first but when you really think about it, it really isn’t – if you don’t make any changes at least. I am all for providing support. I am happy if my customer are happy.
One of the main reasons author choose to give away 30+% commission is because they are not required to provide support. If you are going to make support mandatory then authors need to be compensated accordingly either by increasing their rates or by raising the price of the items to reflect this change in policy. There is no way around it.
You are in effect increasing buyers expectation by an order of magnitude by this. Buyers have to wait for up to a week to hear from Envato when they submit a support request and now you expect authors to respond within 72hrs? Are you kidding me?!
Some have suggested having 2 prices, one with and the other without support. This is a great suggestion if you don’t want to raise prices significantly. Nobody is willing to work for free for six months. I know am not.
@stewboon said that Quote “So we believe it will still be a small minority of buyers requesting support and that support will be reduced from lifetime support to just 6 months….so all in all, as Collis mentioned in the blog post, it should reduce the amount of support work for the majority of authors.” This is simply not true, just look at the comment section of the popular items or at the support forums authors have setup, email etc. Am sure every author has received at least one support request from a customer who bought an item 1 year or 1.5 years earlier so limiting it is a good thing.
But before all this, at least provide a support platform so that it can be tested first by authors before you start charging for it. It is a great idea having everything in the same place instead of having to manage multiple accounts one for buying the item and another for support who knows where. Good experience for buyers and authors.
The current rating system is also prone to abuse and is being used as a blackmail weapon by some. That needs to be addressed.
TLTR: Support should be opt in by buying a support package, and not for 6 months.
Getting onto the Weekly Top Sellers Yay!!
Franklin M2, I could kiss you full on the lips.
The simplest most perfect installation and execution. I can’t even recall how many hours I’ve spent trying to do this. And you have delivered it just in time for my new theme. Thank you, love.
Thank you.I have one super easy question. After the content is installed, although it works perfectly I get this message: “Theme options import data could not be read. Please try a different file.” Odd because it did read the file. I know it’s something I did wrong. Any idea what?
Hahaha, Mwaah! Thanks for the love
That message is from the section that imports theme options. I guess you hadn’t set that up.