bye bye forums, the place where I met you all…
^ you’re right, unfortunately.
I’ll write my customers to participate cause there are hardly some buyers voices here
jonathan01 saidYes, but the support packs and even the pricing is decided by Envato, so we have to say it is Envato Premium Support?
It’s not Envato Premium Support because it’s not Envato offering the support. It’s not even really premium support but rather a support extension right?
don’t call it “premium” just because it isn’t free. Call it “paid” support. And it’s not Envato who gives support. We don’t like to confuse buyers, you know?
I have to say that giving free support at author’s own support system while maintaining paid support at the item page is making things more complicated than it already is. If paid support is really implemented to set buyers’ expectations on support clear (as opposed to implementing it mainly to get additional income), then there should be 3 ‘states’ of support as mentioned by @visualkicks above (and also by many other authors in discussions earlier) :
- Trusted Support (paid support under Envato’s terms)
- 3rd Party Support (author’s own support terms, since Envato is operating as a platform and authors are considered as ‘sellers’)
- No Support
By having those 3 states (and Envato can always alter with the search result based on those attributes), buyers will be much clearer about what they will get. If authors have opted in ‘paid support’ but yet they provide free support at their own support system, I can be sure that buyers will definitely complain about the double standard and Envato would be seen as scamming buyers when they can get the same service for free.Please, for once, just make things simple and clear for everyone.
I like the idea of this approach too. Let’s just find another term from “Trusted Support” since 3rd Party Support should be trustable as well.
I don’t think Envato will listen to this though. They make it clear with “don’t confuse buyers with your stuff but only with ours”
We believe authors should be compensated for the support they provide. We recommend authors only provide support within the definition and stick to the periods included/purchased by the buyer.
Have you ever did support for something in the past Andrew? Have you ever did it for your own product which you are proud of? I doubt it.
I’m happy to give support to my product, not because I’m required to do so, not because of the money but for making the user happy. If you force me to do support within the definition you force me to make my customer unhappy. I don’t like this, the buyer doesn’t like this and I don’t think Envato doesn’t like it either.
You think we should be compensated for the support we provide so why charge us 30% “support fee” – I don’t get it.
And please answer questions which supposed to get a simple yes or no with one of them.
One of the things we’re trying to achieve here is providing clarity for buyers. So a situation where buyers are seeing inconsistencies between what it says on the purchase panel and what it says in the item description would work against this by confusing them. What this means practically will be clearer once the updated Item Promotion Guidelines are available on September 1st.
Than why you do it? If I put a big button in my item page with “Free Support included – no need to purchase support package” should confuse buyers more than it does with the support pack options and VAT-after-purchase thing.
I would opt-in for support package but clearly say buyers don’t have to buy them cause I provide it for free. Or do you plan a support solution for authors? I don’t think so.
There will be no change to how the private message functionality works as part of the initial release but it is something we are looking at improving going forward.Yeah, as always introduce something which is crappy right from the start and eventuell get fixed month later
And why don’t YOU make clear the buyer is not able to request support when there’s no support package available? You get 30% revenue for nothing.
Buyers will still be able to see the support tab and use the support functionality even if they don’t have a valid support entitlement. Under the new item support policy, authors are fully entitled to ask buyers to renew their support if they are seeking assistance when their support has expired.
Again Envato you are throwing something at us which is far from finished. Even if you have another Month left I’m sure this will be a mess. You’ve lost confidence.
What if buyer purchased next to my item an addon which is much cheaper and a support package for only the addon? I can’t refuse a question which is related to the main item, or?
one more thing:
What is if an customer assumes the plugin is working this way but it doesn’t? I have many features and things going on and I wont put everything on the item detail page
Ok, since most of the statements are not clear and I’m not good in finding a good question I did some test support cases
Case 1:Buyer: Hey your plugin doesn’t work!
Me: Hi! Please get a support package
B: What? Why?
M: Envato requires you to purchase a package in order to get support from me
B: But you item is broken
M: Sorry, I can’t help you without support package
B: ok, I’ve got that package, can you fix that now?
M: ok let me check….seems like server issue. Sorry this is out of scope of support
B: What? dafuq!
Case 2:B: Hey I have found a bug in your plugin. It’s not working next to my 38 others
M: Ok, just checked and it seems it conflicts with plugin #13. Can you contact the developer?
B: Everything’s fine before I’ve activated your plugin. It doesn’t work as described
M: Sorry this is out of scope of support – Please read Envato guidelines
B: What? dafuq!
Case 3:B: Hey can you help me setting up your plugin? I’m a noob.
M: Sorry, but this is out of the scope of support.
B: But I’ve purchased a support package just for that!
M: Sorry, since Installation service is not part of support you have to contact a webdeveloper or go to the Envato Studio (requires some extra fee)
B: What? dafuq!
I don’t have to say that all of them eventually cause a 1 star rating and I don’t have to say that probably all of them are angry.
And if I don’t mention Envato causing the additional fee I’m sure the would blame me to get some extra bucks without any return.
So if anybody willing to form questions based on these cases feel free to quote them
no, private rooms
You have an own bedroom (and sometimes own bathroom) and share kitchen and living room depending on the apartment
If you like to check out the city you’ll hardly be there and if you’ll meet mostly nice people