With the new reccuring payments for renewals, Envato gave to the Authors a good reason to give support. I must admit that the old, one time payment, in addition to the low prices, was not a good reason for authors to give support.
But what happen? Still the same bad quality support. Not from all, but from the most authors. Let me share my bad experiance today (even there are several others from the past).
Some hours ago I bought a script. Not a cheap one. $30 is not a cheap script here. I read the documentation, the requirements, and I did the installation which was successful (green checkmarks in all tests for requirements, database connection, and finall the “Installation successful” at the end).
After all I tried to access the admin area (this script has only admin area). Blank page. I checked the data in database, everything ok. I checked some other settings in txt files on the web, all ok. After wasting hours trying to figure out what’s going wrong, I tried a new installation in subdirectory this time. Again the same. All correct, but blank page.
And here comes the funny when I tried to get support “This author is away and may not respond to your support questions until they return in 21 days”. So, I paid today to get support (if I get in 21 days). Not say that from the 6 months support then one month will gone. Sure I send email but didn’t got a reply. For the same reason that I didn’t got a reply in my pre-sales question some days ago.
To make the long story short. My opinion is: “Yes, the author has the right to be out for as many days he wants. Not only days but even months. But the fair is that for the same period the product must be out of sales”. 90% of the buyers need support the first days. Now I must wait 21 days. That’s not fair.
And a big fault from Envato. Put the same message in the “Product Details” tab and not in comments. If I’ve seen this message before, I should never placed my order.
PS 1: At least I was more fair. When last year I’ve some health problems and I had to stay hospitalization for unknown time, I asked the team to remove my scripts from sale. It was easy to let them here unsupported and getting money from sales.
PS 2: I’m not adding the script name or the author’s name as I’m not against him/them, but against the way that support works here.