I’ve been a customer since 2011 and spent a lot of money on here but I am so sick of this BS support structure that has been introduced the last 2 or however many years. Yea I have been close to writing this for ages but today was the straw that broke the camels back, legs neck and everything else.
Scenario 1. Bob buys a plugin. Bob knows nothing about wordpress. Bob hits up support 32 times in the first 4 months with every question you could think of. But after 4 months Bob is an expert and understands how it works now and goes about building the world crappy websites that 2003 regularly ring about and want back.
Scenario 2. Jenny buys a plugin. She installs it and everything is cool. She recommends it to everyone she knows coz it is good. 16 months after purchasing, Jenny runs into an issue she is unable to solve on her own. So she goes to Envato to find the plugin devs details only to be told her support has expired and she will need to pay $16 if she wants help with her issue. The whole plugin only cost $30. Jenny is screwed. She either pays or she doesn’t get it fixed. Jenny doesn’t feel so good about the plugin dev now and blasts the **** out of him. He is sorry but he is bound by the agreement he has locked in with Envato and there is nothing that can be done.
THIS IS THE DUMBEST BUSINESS MODEL OF ALL TIME!!! It embarrasses me that this company is Australian coz it makes us all look like a bunch of stupid ****s!
Do i even need to spell it out? Support should be free…it’s called looking after your customers with good service but if you must be greedy p**ks and double dip away clearly the system needs to be you get X number of support requests included when you buy it and when that runs out you can buy more and they never expire time wise!
Now it is fair for everyone. The customers and the devs supporting their product. How could you not work this out or is my method not greedy enough for you?
It makes me sick to see how blatantly you screw people over. If you buy a plugin from Envato make sure any issues you have with it happen in the first 6 months. Total Joke!
p.s. Being an Australian based company subject to the laws here your rules around when you give refunds are borderline illegal if they aren’t already.