1) Buy item with support (get all updates and can ask questions)
2) Buy item without support (get all updates but can’t ask questions)I think the 6 month time limited support just confuses everyone.
+1 This is by far the best system. Anyone who thinks “support” is just answering general questions and fixing bugs obviously doesn’t provide it on a large scale. In reality, “support” = fixing other people’s problems.
Thoughts from this thread:
Official support forum is a must.There has to be a unified way of verifying quality and quantity of support.
72 hour rule is a problem.It needs to be “3 business days”. Otherwise, we’re talking about a scenario where no author can ever take a long weekend.
On a side note, I’m wondering if Envato should have taken a different approach. It’s not that hard to figure out if an author provides support or not. So why not just start rejecting items from authors who don’t provide support? And then to cover all bases, bury items in the search that don’t include support. Problem solved.
What if author ask for access to WordPress dashboard to provide support and buyer rejected his request? Who is guilty in this situation?
Some guidelines are going to be needed for this. We could handle it like Apple does for jailbreakers:
“Mixing this plugin or theme with other plugins and themes voids your support warranty”.
Clear and simple, no need to ever login to their site. Otherwise, we’re just opening a huge can of worms.
An official support forum sure would come in handy for this Otherwise, policing / resolving disputes is going to be a huge headache for everyone involved.
Personally I think we’re missing a huge revenue opportunity. Free support should be for 1 month, with 3 month, 6 month, and 1 year as the paid options. Because in reality, how many projects last more than 6 months?
Case in point:
The new “Install Theme” button is a total bait and switch. But I have no problem with it, because it’s 100% effective for generating revenue. So why aren’t we applying the same aggressive sales tactic for the new support system? Make people pay for support after 1 month, charge a reasonable price (25% the price of the original item), and let’s all make some more money!
@loungecat I don’t think anyone is questioning the quality of the work. The icons themselves are clearly well designed. Instead, I think the concerns are that they don’t fit with the site.
For a lot of us, Envato Marketplaces are how we make a living. So our profile pages are sort of like an online resume’. For perspective, pretend you’re typing up an actual resume’ for a new job. If you had to add one of the following two icons to the top of the resume’, which one would you choose?
This is exactly how the badges should look. Sure, badges are fun for authors, and if we keep the new ones for the forums I’m totally down with that!
But.. on our product pages, we want buyer’s eyes to gravitate toward the “Live Preview” and “Buy Now” buttons, not badges. Unfortunately the new badges are so “loud”, it’s the first thing you look at, and if converting sales is the ultimate goal, badges should be the last thing a customer thinks about, not the first.
Congrats FWD! You guys are coding ninjas!