Posts by sevenspark

There are a few extended license examples in the FAQs. It seems that in general the license applies to sites that charge users to access the service.

Do you have a specific use case you need clarified?

gracestudio said

sevenspark said
Hi gracestudio,

When you purchase a theme here, you’re purchasing it as-is. There is no guarantee of updates or support. The theme is guaranteed to work as described in the product description, however. So if your product is not working as stated, you can contact Envato Support to request a refund.

That being said, the vast majority of authors on ThemeForest offer timely updates and quality support. You can check if a theme author provides support before purchasing by clicking the “Support” tab on the product page. Note that this is a new feature, so in some instances, it’ll say the author does not provide support, but in actuality they do but have not updated their Support tab yet.

Hope that helps

Thanks. I’m not to the refund point at all, and the client loves it so I press on. We’ll see if I get a response back from the designer’s support page.

Hope they get back to you!

Which Imperial theme by the way? There are at least 2 WordPress themes called “Imperial”

Hi gracestudio,

When you purchase a theme here, you’re purchasing it as-is. There is no guarantee of updates or support. The theme is guaranteed to work as described in the product description, however. So if your product is not working as stated, you can contact Envato Support to request a refund.

That being said, the vast majority of authors on ThemeForest offer timely updates and quality support. You can check if a theme author provides support before purchasing by clicking the “Support” tab on the product page. Note that this is a new feature, so in some instances, it’ll say the author does not provide support, but in actuality they do but have not updated their Support tab yet.

Hope that helps

Great advice! Especially this part

familychoice said
Apart from that, I’ve adopted a new attitude. I used to get upset and take the criticisms personally but now I don’t waste my time worrying about feedback, or timewasters, I put all my time and effort into keeping my good clients happy, and the time saved means I can go the extra mile.

That is really the best (only?) productive attitude to have. The trick (and the tough part for me at times) is sticking with that 100% of the time and not letting the other stuff get to you.

We now have an ‘abuse’ policy

I instituted one of these as well; but from what I can tell only the folks who wouldn’t ever be abusive in the first place actually take the time to read it haha. Part of the problem as Envato authors is that we don’t have total control (on the marketplace end). I’d actually love to have the authority to give refunds, for example; sometimes that is just the best business decision – even if the issue isn’t with the product being refunded, it can keep the customer happy.

Actually in this instance adding a review to my rating would help, as they’d be able to see the reason for the bad rating rather than assume it’s a protest or ‘noob’ vote.

Absolutely, that’s the thing is that without explanation, we’re all left in the dark, and that doesn’t help anyone really. I know they’re working on creating this functionality, so I look forward to seeing it implemented

daihlo said
So in my case, what I thought should justify a 1 star rating (I have not rated yet!) turns out to be a minor thing that with a bit of feedback from the author, would have been cleared up very quickly.

Absolutely! Goes both ways, too. Authors obviously need to respond to customer support requests; customers also need to be sure to contact authors with questions prior to deeming a product 1-star worthy (or in the case of a non-responsive author, have attempted to contact them). You’re right that this simple communication and acceptance of responsibility for both parties would make everything run much smoother

Yep, it does ask for name and purchase code. These have been entered fine. It wont accept ANY info, still show ‘need more info’ next to every input area!

Wow, that’s weird. Sorry, thought it might be worth a shot.

daihlo said
Also, the dev has advertise a support forum for tickets, but the forum will not allow anyone to register a new ticket. Any questions or complaints in the theme comments, the dev just posts saying post a ticket (which of course does not work…)

Hey daihlo,

That’s really frustrating not to be able to access the forum. I’m not familiar with the theme, of course, but there’s one thing that might be worth checking – if you need to enter a username and purchase code, do they match? I mean, is the username you’re entering the Envato username that was used to purchase the product? That’s usually required to authenticate a purchase. I know you probably already checked that, but I just thought I’d mention it as I get complaints from time to time that customers can’t access my forum, but it is because they are trying to use a different username from the one they used to purchase the product.

Just thought I’d point it out, as it’s not always obvious Good luck, hope they’re able to resolve the issues for you!

Chris

familychoice said

sevenspark said
1. Not all 1-star “protests” are valid

Like a website design company, you’re selling a technically complex product to customers with a range of abilities. From their perspective their rating is valid and arguing or complaining about ‘noobs’ will only alienate other potential buyers. You can only do your best and try and ‘educate’ clients by providing as much information as you can and dealing with complaints/enquiries in as polite a manner as you can, which I’m sure you do. But if you’re not happy with the client/customer/seller relationship then maybe this isn’t the business for you.

We regularly get clients complaining and bad mouthing our company because of ‘hosting problems’ (due to their own cache/ISP issues 99.9% of the time), ‘problems with their website’ (Wordpress installations that haven’t been updated for 7 years) and I even received an abusive outburst regarding my ‘f* bad support’ despite responding to their enquiry ten minutes after they sent it, on a Sunday morning, and which again was an issue caused by their own stupidity/incompetence/negligence.

It used to get to me, now I ignore it. Fck ‘em, they pay the bills at the end of the day so everything they say is valid. But if I don’t like it then I try not to take it personally, eventually they’ll go away and bother another company.

The important thing is to deal with any issues in a calm and professional manner. Potential customers won’t be looking at the ratings breakdown as much as they’re watching your replies in the comments section, and being helpful will get lots of praise to offset the bad customers.

sevenspark said
2. We currently don’t always know why we’re getting a 1-star rating (which is why we need a review system, which they’re working on).

You’ve just listed a whole load of reasons, so you’re obviously getting some feedback. Can of worms, ignore the occasional 1 star ratings and love your genuine customers – otherwise you’ll spend all your time arguing against the comments.

Chill out, basically or you’ll end up as grey as I am. Life is short, don’t wast your time on timewasters, genuine customers will see through the 1 star ratings and those that don’t are probably customers you wouldn’t want anyway.

I think my post was a bit long and my point got muddled – apologies for that. I meant no disrespect to you, but I was trying to respond directly to this point you made:

developers would do better to try and deal with the reasons for the bad feedback.

While I agree with the rest of what you said, I was trying to explain that we cannot always “deal with the reasons for the bad feedback”, because oftentimes these things are not within our control. When a customer rates a product 1 star for reasons that have nothing to do with that product, I maintain that that rating is invalid.

Again, I’m not worried about those ratings standing – but I’m trying to offer some perspective on why authors get worried about them, and I tried to give examples of when their concerns are valid. It seems you are already aware of some of this craziness from your own business

Right now we are stuck in a situation where we have a rating system that says “X people rated this 1 star” – but we (and, equally importantly, potential buyers) don’t know why. Once we have the review system in place I trust that potential buyers will be able to differentiate between valid and invalid 1-star ratings for themselves.

For the most part, it’s like you said – I try not to let it bother me. Often times they’re so ridiculous all you can do is laugh. But sometimes the attacks get personal and it’s pretty tough not to get upset about it – and I think the more we care about our products, the more personally we take things – we’re all human after all. It’d be nice if we treated each other like it. There are some days when I see the way people act around here (both authors and customers alike) and wonder what the hell happened.

When you purchase the product, you’ll get a WordPress theme. It is assumed that you’ll already have WordPress itself installed and running on your server (which you downloaded from wordpress.org ). You then install the theme on your existing site.

Hope that answers your question!

Did you get a message that the style.css is missing? If so, you’re trying to install the entire download package – you need to unzip the file you downloaded and upload the theme inside it. Please see Common ‘Broken Theme’ and ‘Stylesheet Missing’ WordPress Issues

Hope that helps!