Hi we appreciate buyers a lot. They are the ones that keeps us, authors, alive even.
But some of them are not that good enough to serve him well.
I got a buyer who want to support all features he want to have for his website (or clients?) I don’t know for sure.
And he created a lot of support threads in our support forum, created many tickets that ask for many features that our not advertise or on the demo.
I got his/her idea and say ok I will consider and update later but he/she want to update it within the next hours meanwhile it will take us a lot of effort to customize.
but still he give bad comments & complain on my item comments page.
So I would ask for your kind experience, how to deal with this.
Ignore him.
Suggest him to refund
Ask him extracost for customization ( I don’t think this works as he/she said he bought $49 for a premium theme & support).
Leave this market, these place are full of this kind of buyers and you can’t avoid them lol
I would send them a link to the official support policy and explain politely that while you are willing to help out of courtesy (not obligation) that the changes take time.
Unfortunately you will always get buyers like this - it’s not a reason to leave (it’s not an exclusive issue to here!). In reality the good buyers vastly out number the less favorable ones - it’s just authors will not come here to comment on the good ones like they do about the bad situations.
envato have said they are looking into the question of comments and rating around support esp. that which is expired or out of scope so hopefully they will be able to help protect authors more in the future.
nah, he won’t stop and keep creating a lot of comment/ new support threads to support on modifying the code that he needs to do for his clients and if I said it’s not available on this. Although some of his requests may be useful to others as well but he asked me for immediate update to fulfill his requirement.
How can I get Envato involved about this? he even abuses his so-called-premium-$49-template-buyer to spam 2x topics on his very specific requirement? is that Envato should protect us from those not-knowing-support-policy users?
Since a buy can ask for a refund, can an author ask for such similar privilege to give him so-big-money back…!!!
Hello, I am one of the buyers. What sellers don’t understand is that usually if you buy something it is to avoid wasting time. If despite that we see that there are bugs, we ask for a minimum of support. I am reacting to this because I have just acquired a script that is not commented on or the author has implemented a license verification system that does not work. So no supports available, no information about the error, I’m wasting precious time on stuff that I shouldn’t even be doing! So be careful to keep the balance for your future customers! Now we have to distinguish between an error not foreseen by the author, and a problem of competence of the buyer. You have to know how to make the distinction and therefore charge for additional services (if you have the time)
That sounds to me like something that most authors would seek to resolve.
As your post rightfully points out - it is a difficult task because there are so many influencing factors, as in the cases of threads here no one really has the full picture.
On the whole, most authors and buyers share a similar level of common sense to avoid complicated situations.
It has to be a two-way street (as much as is possible) as yes buyers should not be held up by irresponsible authoring, but at the same time, authors should not have their ratings or reputation damaged by someone who clearly does not have the experience to accurately pass judgment (not aimed in any way at your post).
