Today my t-shirt arrived.
Thank you very much for taking care of this and mostly for your patience when replying to my complaints. Keep up the good work!
ThemeBeans saidThat would be nonsense. We do have our own support system, and we will keep using it. We won’t switch to Envato’s one, or to replying to comments, it would be a mess to keep track of the support requests, time spent and so on. I seriously doubt that they can enforce such a restriction.
Pretty sure it was mentioned by someone from the team/blog that we won’t be able to link to our own support in the item profiles, or say that we offer “free support”. Lemme look for this.
Based on previous comments (you need to read many pages on this thread to find out), authors who opt-out from paid support will get a kind mention “This item is not supported”; if a buyer reads that, of course will run away.
I disagree on this new update and I hope is not so bad as it sounds right now
Dream-Theme said+1 !!!
(Sorry for repeating this) It’d be nice to have an annual license renewal for a low price which will include updates + support. Authors will have stimuli to update older products, buyers can be sure that their newly purchased theme will not be abandoned, and Envato gets precious moneyzzz Win-win-win for all three parties.
I really appreciate your effort
Oh no! Sorry to hear that htmgarcia I’ll shoot you an email now and hopefully we can get this fixed asap.
Thanks Nat for checking into this,
I just replied your email with my address and phone number.
I want to add a small suggestion.
I know is hard to reply every single email but if the staff can’t solve an specific request/stuff, please don’t say you (or the person in charge) will solve the situation asap. That never happened and is annoying just because sounds like a lie. I hope make sense.
I need to request again and again to get attention for something that is my right. Sorry for that grumpy feedback; I’m trying to be honest
I’m still waiting the t-shirt you promised to send me two times since late 2014.
^ I guess we shall see how customers support expectations change when they’ve paid for it and if the extra dollars will be worth it for authors.
Yeah, in addition a survey asking to buyers for expectations about paid support may help a lot.
That can give us a base idea about:
- If they see the difference between support and customizations
- How much time is reasonable to wait for a reply from authors
- How many support tickets they expect to open in a single week/month
- If they actually would pay for support
- What would be a reasonable price
Thanks for jumping into the conversation @KingDog,
Hey guys it’s hard enough to follow a conversation without flooding it with +1 replies. We realize you may have a different preference for how we handle support but we’ve talked about this on previous threads already and this announcement is for discussion about the pricing model and timelines.
After reading this and older forum topics me and several authors disagree about this new feature that can potentially remove the freedom (aka: “being a slave of abusive buyers”) to work here.
The discussion has different opinions and that won’t change if we can’t see paid support as a positive thing.
Just my two cents.
I wonder who is massively reporting the replies on this forum?
Agree with the authors who see this paid support feature as a bad idea. I don’t need $20 to be a slave of an abusive buyer for six months.
Envato, please consider a survey asking to buyers what they would expect for paid support packages (especially the ones that leaves 1 star rating)