Sad to read the same old chestnut about support being ‘optional’.
I think I finally understand, people never read the rules before even signing up.
I’ll post it again in an attempt to get you to read the rules.http://support.envato.com/index.php?/Knowledgebase/Article/View/211 “Whilst we do encourage authors to provide support for their products, they are under no obligation to do so, and this is entirely their choice.”
Why is this not clear to you? No product is ever perfect, you are on CODEcanyon, not APPcanyon, you are purchasing code to modify and sell.
Support is completely optional for all sense of the word.
“Whilst we do encourage authors to provide support for their products, they are under no obligation to do so, and this is entirely their choice.”
Again no. I don’t disagree that authors should try and fix bugs, but it isn’t a requirement.
CodeCanyon test the item before it gets allowed on the site, once it is for sale the author has done their part.More here: http://support.envato.com/index.php?/Knowledgebase/Article/View/269/0/my-wordpress-theme-isnt-working-what-should-i-do
“See if the author offers support. Authors are not required to offer support”
If there is a bug you can contact CodeCanyon for a refund (they may or may not give it to you).
You need to be aware that CodeCanyon is designed for purchasing CODE, not even a 100% fully working and supported item. It is very different from purchasing a TV from a retailer.
It it like purchasing a component of a TV to build so that you can on-sell to your own customers.
What are you talking about?
1) Support is optional, read the terms and conditions.
2) You were complaining about authors using an external support portal, so they are actually providing support. WHICH IS OPTIONAL.Read the rules: http://codecanyon.net/help/getting_started
“Further item support such as alterations/enhancements is at the discretion of each author.”
IMHO it comes down to these two things:
1 – The cost of the items are very cheap, making it hard for the author to make a living. Any method to make it easier for them is important (if you want them to continue making items for you to purchase).
2 – Support is completely optional, so be glad they offer support at all.
There are so many items that don’t offer support at all so I think it is completely unfair to complain about signing up to a support portal to get support. Seems pretty rude to complain about it at all.
We only provide support via our support portal. There are a range of reasons for this.
- Many questions have already been answered, we have a full knowledge base of answers that people should search first (or we link them to it in the ticket).
- The CodeCanyon interface is very poor when managing 100s of questions, you do not know what is complete or not.
- Our support portal includes a forum so that we can easily have item discussion and support in different areas.
- We have multiple staff members and need a better system to cope with this.
- many many more reasons.
We have no plans on changing, if the end user cannot submit a simple ticket on our site they why would we spend time trying to help them? The item costs here are so crazy low anyway.
We just need the item purchase code so we can easily remove it from our support systems.
The fact that we are limited to how many API requests we can make means it is impossible to work out which code is no longer valid.
Thanks for the suggestions, feedback is always good.
4) after adding a ticket, would be nice to have it go back to the list of tickets instead of viewing the one that was just added.
Interesting idea, I think this could work, I’ll look into it.
5) when mass changing tickets, would be nice to add a message that would apply to each ticket.
We had this feature but removed it due to clients receiving alerts that they shouldn’t. The latest version now support private replies so I think I will add these messages as private replies. Thanks!
6) Actually, #6 was when viewing a ticket.
Yes you need to add a comment to change the state etc, if you just want to change the status it is best to edit the ticket directly.
Thanks again for the feedback.
Hey thanks for checking it out!
1) Yes there are some improvements to be made. Thanks for the feedback.
2) Nice idea, I will add this.
3) This is for mass changing tickets, there is a drop down at the bottom of the page to change status/delete/merge etc. I agree that it could be clearer.
This is just the beginning, we have lots of ideas and plans