Oh sorry, I misstyped:
70-30 for Author and ENVATO respectively
Many buyers say they would not or probably would not buy the item if support was not included in the purchase price There is risk these buyers would look for alternatives outside Envato if they were required to pay for access to support[removed for language]
They stated that the support fee they charge will be from the start 70-30 for Author and Author respectively, no matter the author level or all time sales.
What’s valid is the conditions in place at time of purchase, as shown by “typicality” (to use legalese) of observed policy, which historically has been never charging for support or updates here. As a buyer for example if I’ve always gotten updates and support and that’s been typical of all purchases to date (which it has), then it’s a “reasonable expectation” (another legal phrase commerce attorneys use) that the same level of service/support is provided post-purchase. Whether or not that’s in the official tos is not as binding/valid as typicality of use experienced/demonstrated at time of purchase.
So ‘grandfathering in” pre- vs post-support/update charge policy is important. Someone mentioned a similar instance where a theme company that used to offer lifetime theme updates changed to an annual model, those buyers who bought lifetime model are grandfathered in and not charged for updates/support, though all New customers are. That’s fine, and legal.
It’s important you all realize the ‘reasonable expectations’ that were set at time of purchase (nowhere is there for-pay support nor for-pay upgrades here), which is WHY many of us buyers have bought so much. We expect to get what we paid for at time of purchase, which is ongoing support/updates. You can’t take our money then change the rules or tack on new charges for what had been included, After we bought.If envato wants to start charging for support/updates that’s their perogative, but only for NEW post-TOS change purchases, not for previously-bought items for which we have a legal ‘reasonable expectation’ of ongoing support based on observed behavior by current authors. Feel free to check w/your attorney/ACCC/FTC for clarification. Just like you can’t sell under one license model, then all of a sudden change licensing terms to enforce with older-purchases done under prior license. What Counts is what was in place at time of original purchase. Ask any commerce/trade attorney. I did.
For $45 average price tag for a theme of exceptional quality, I wound’t bother writing so much. For $45 you get the item “as is” and you should get going already. You get full documentation and quick tips here and there and you get an excellent value. For your business it’s at least 1000% profit margin, and that is in the worst case. I guess you are one of those who claim right for support “as much as I need”, right?
I don’t understand what is wrong with the current support scheme? Both buyers and authors are pleased with the current system…
I think the real reason is that Envato think of it as a competitive edge, other markets include support, updates and installation services and monetize on it, Envato does not. Collis thinks as a CEO and doesn’t wanna lose a penny. If you listen to his speeches, on how he emphasizes on his company that was built with “community in mind”... I believe that eventually Collis will force this change and make Themeforest not so popular anymore and this would make Envato not attractive to authors anymore.
No change to the current 25th of Oct 2014 state would be best. We like the new vacation tool and author teams, any limitation would mean more responsibility, and that means support is “mandatory”.
Considering 70% of clients see the current offer valuable and expect support is included for the price tag (perhaps unlimited) and some 20% expect to be supported “as much as I need”, I really doubt any opt-in or any other change to current state would be beneficial to the authors.I agree with @graphic4444 regarding TOS at purchase issue, but I disagree with his expectations, so my friend, with no room for offence, please know: https://help.market.envato.com/hc/en-us/articles/202500424-How-do-I-get-support-for-a-theme-or-item-I-ve-purchased
but before that, there was another article that clearly stated: authors are not bound by any condition, support and updates are at author’s discretion.
I also dislike the fact that Envato already advertises support as “customer care service”, http://themeforest.net/buy like they wanna say: “we got you covered”. And this is without our all author’s approval or agreement.
So, if I went to the local 1st grade classroom and did a survey where I asked “Who expects ice cream for afternoon break?” I’m gonna take a wild guess and assume that the majority will want ice cream! Many, who did not even know ice cream was being considered will, of course, express their desire for ice cream!
This is the reason why I think the support policy should be decided by authors only.
Yeah, let’s stop the paid updates subject and come back to the real issue here. I am against the new proposal and the marketplace should remain the same on the Support part, let us choose how we support our items and how we charge our customers. Enough is enough.
+1 Enough is enough.
Did your theme pass themecheck plugin? (Also themeforest addon)