Posts by bitfade

2010 posts
  • Has referred 50+ members
  • Has sold $500,000+ on Envato Market
  • Has collected 10+ items on Envato Market
  • Elite Author: Sold more than $75,000 on Envato Market
+9 more
bitfade says

The big issue is that 10% of buyers abusing the support, the “ask first, read docs / try to do it yourself later” attitude. We have users with hundreds of posts in our support forum up to the point we had to do something about it.

So we introduced a rule: “1 question per thread” and have a queue which takes into account the threads count first and the post date last: the more you ask, the less priority you get.

And it works because abusers are penalized by the system by getting longer and longer response times up to the point their questions will not be answered anymore.

2010 posts
  • Has referred 50+ members
  • Has sold $500,000+ on Envato Market
  • Has collected 10+ items on Envato Market
  • Elite Author: Sold more than $75,000 on Envato Market
+9 more
bitfade says

After looking at all of the data, it seems Envato’s original support plan (6 months, 3 day response time) was right on the mark.
Sure it’s a great plan to switch from the current “support not included” where 70% of the buyers thinks it is and 36% feels author should answer as many questions as they need to a “6 months mandatory support” + paid support packages where (some) buyers will want us to do everything because “I paid (insert a ridiculously low amount here) for it”.
2010 posts
  • Has referred 50+ members
  • Has sold $500,000+ on Envato Market
  • Has collected 10+ items on Envato Market
  • Elite Author: Sold more than $75,000 on Envato Market
+9 more
bitfade says

36% of TF buyers (highest value) right now expects a fair amount of support queries to be “as many as i need”. Now, think for a moment what will happen with mandatory/paid support.

Then I saw when the Lamb broke one of the seven seals, and I heard one of the four living creatures saying as with a voice of thunder, “Come.” I looked, and behold, a white horse, and he who sat on it had a bow; and a crown was given to him, and he went out conquering and to conquer.
2010 posts
  • Has referred 50+ members
  • Has sold $500,000+ on Envato Market
  • Has collected 10+ items on Envato Market
  • Elite Author: Sold more than $75,000 on Envato Market
+9 more
bitfade says

After the transition from commissions to author fees (which according to Collis wasn’t a change since authors getting a commission was just all authors, buyers and probably 95% of envato staff itself getting the thing wrong to begin with), the mandatory support and now this, i’m really looking forward to knowing what the “big changes” mentioned a while ago in another will bring to the table.

And by “looking forward” i mean “to accept the inevitable outcome”.
As i did when flashden died.
Except this time there won’t be any adobe/apple to blame.

2010 posts
  • Has referred 50+ members
  • Has sold $500,000+ on Envato Market
  • Has collected 10+ items on Envato Market
  • Elite Author: Sold more than $75,000 on Envato Market
+9 more
bitfade says

during the glorious flashden days, i was once contacted by someone who wanted to know the password to unrar my item.

2010 posts
  • Has referred 50+ members
  • Has sold $500,000+ on Envato Market
  • Has collected 10+ items on Envato Market
  • Elite Author: Sold more than $75,000 on Envato Market
+9 more
bitfade says

Have you considered that this might filter the refund request into “not likely” mode?
my thoughts exactly.

“i changed my mind” -> autoreply “ahah … too bad” -> /dev/null

2010 posts
  • Has referred 50+ members
  • Has sold $500,000+ on Envato Market
  • Has collected 10+ items on Envato Market
  • Elite Author: Sold more than $75,000 on Envato Market
+9 more
bitfade says

I have no issues with the original announcement. I already provide lifetime support and have less than a 72 hour response time (in fact, most threads are answered in the first 12 hours).
that’s like saying: “since i eat pasta everyday, i have nothing against a law that forces me to eat pasta everyday”
2010 posts
  • Has referred 50+ members
  • Has sold $500,000+ on Envato Market
  • Has collected 10+ items on Envato Market
  • Elite Author: Sold more than $75,000 on Envato Market
+9 more
bitfade says

Support isn’t a product: how/when i answer tickets and whether i decide to invest 1h in solving an issue which only affects a single buyer is no envato business.

Nobody owns my time nor can sell it for a fixed price and keep a cut of it.

I’m gonna say it right and clear: regardless all the rules and deadlines, i will continue to give support the way i always had.

2010 posts
  • Has referred 50+ members
  • Has sold $500,000+ on Envato Market
  • Has collected 10+ items on Envato Market
  • Elite Author: Sold more than $75,000 on Envato Market
+9 more
bitfade says

+1

2010 posts
  • Has referred 50+ members
  • Has sold $500,000+ on Envato Market
  • Has collected 10+ items on Envato Market
  • Elite Author: Sold more than $75,000 on Envato Market
+9 more
bitfade says

Hello,

there seems to be a problem with sales as reported by the Envato API: the same sale is reported with different times (1 sec difference).

Example:

2014-06-11 17:12:46     OneUp - One Page Parallax Retina WordPress Theme
2014-06-11 17:12:45     OneUp - One Page Parallax Retina WordPress Theme

2014-06-04 06:35:07     Mentor Premium Responsive Business HTML5 Template
2014-06-04 06:35:06     Mentor Premium Responsive Business HTML5 Template

This is pretty annoying because there’s no sale ID so comparing the time is the only way to tell if it’s a new sale or not (and still prone to errors because there could be 2 sales at the same time for the same item, even if very unlikely)

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