And you’re sure that all authors will follow those rules? An author might do free customizations for the buyers and Envato would let him do this, because they wouldn’t know, right? And then the same buyers will come to a different author who doesn’t do this and rate badly because he doesn’t help him in the same way even if he purchased the support pack. And we both now that bad ratings remain there even if they’re stupid
I put that exact question to Collis here: http://themeforest.net/forums/thread/important-changes-to-item-support/140218?page=34#1104781
Not sure if there’s a reply, this thread is tricky to follow!
I’m unsure why this is getting a negative response, I’m pretty sure this tool is just there so we can easily communicate an “Out of Office” message with our buyers.
+1 from me, this is awesome!
I have purchased 260 themes and plugins from Envato.
Thankyou for being such a proflic buyer here!
From your opinion, how do you think this should be handled, assuming statement that the current system of free, unlimited support is unsustainable, as such a committed buyer, what do you think the best solution would be?
I’d love to hear more buyers opinions on this also.
@collis, I actually have an interesting question that the “mandatory” aspect brings up that I’m hoping you’d clear up for me?
So, at the moment, authors are able to provide what they deem as being their sustainable level of support, for free. For some this includes offering free theme installation, and even 1on1 Skype chat as standard. (In my opinion this isn’t sustainable, but that’s for another thread.)
Here’s the question, if support becomes “mandatory” that implies that Envato will be regulating the time in which we do support (72hrs as you mention) but does that also mean Envato will be regulating the type of support we provide.
Let me elaborate: If buyers are now told that support is included for 6 months with the purchase, and top up packs can be purchased afterward, this implies (along with the previous statements) that Envato are going to take greater control of buyer expectations, such as no customisations, 3rd party plugins etc, but the flip side to that is that you must also create a consistent buyer expectation across the full support experience.
For instance, after Dec 1st, if a buyer approaches me and says:
“I need your Skype ID so we can have a 1 on 1 chat”
and I say:
“Nope, I do tickets only”
then they say:
“Xthemes, themesY and Ztemplates all do this, it’s part of my purchase, why won’t you?!”
then there’s a big problem.
If we’re having mandatory, enforced support, then we also need to be able to provide a consistent support experience across all accounts, and this needs to be monitored by Envato.
If the day comes when buyers are contacting me saying that other providers do free installs, free demo setup, free live chat (this happens already) then I simply will not be able to continue, I suspect the same would apply for many authors.
TL:DR: If we’re having mandatory enforced support, then there needs to be clear guidelines of how we provide this support, it’s no good if some are doing tickets / forums, and others are doing live chats, phone calls and house visits.
Think I just saw a sale! Yes, right there, that one! All sorted?
Mostly! Purchase button is back online but still having a few issues in the edit screen. Forgot to update this thread in all the excitement, support are in touch now, thanks a bunch CB, I’m actually amazed how fast this was back up and going
Feel free to lock and bury
I’m really sorry to do this in the forums, but I’m looking to get this resolved ASAP (understandably).
A buyer has informed be the “Purchase” button on my latest item does not work, I’ve opened a ticket for this here: 45024, clicking the button results in “This content cannot be loaded”, similarly I cannot edit the theme as I have errors saying “WordPress Theme needed”, “Main files needed”.
I wish I could say this is the first time this has happened, but it isn’t, and right now I have confused buyers wondering why I cannot sell them the theme?
Anyway, I know the forums aren’t for this, there is a support ticket in place, but I’m obviously looking for a quick resolution to this so that my theme is able to actually sell whilst it’s still on the homepage
Flagged for staff.
Multilingual should never be built into the theme, if that theme were submitted with the current standards it would be rejected, there’s loads of plugins that do this, the most famous and most supported being WPML.