support

hey everyone.. why is it.. when a person comes on active den and they see a file that they want and they email the author who made it.. and they get a lot more responces from that person before they thinking about buying it and after they buy it.. they get very little or no support at all from that same person.. yes i know that they maybe very busy but still .. its not fair to give more support before the person buys ure file and very little after

Well I think it depends on the author and the situation. A lot of authors will treat you the same before and after the file. But remember most of us have other jobs and families and sometimes we’re available and sometimes we’re not. Give it a few days and if you still need help try asking for it on the forums and someone will probably help you out

Items accepted to the Envato Marketplaces are intended to work without author support. Reviewers check each file for quality standards and thorough description so buyers do not need to contact the author to make the file work. While we encourage authors to provide free support, authors are not required to do so. This allows the marketplaces to keep item prices low, as otherwise the cost of a file would need to cover the time of the author to offer free support after sale. If you have purchased an item and it does not work as described or is faulty, please contact support and tell them which file you purchased and exactly what the problem has been with the item. The item will be investigated, and if it is found to be faulty or not working as described it will either be fixed or a refund will be offered.

- Marketplace Wiki

It might have to do with the fact that your email support requests read like sales pitches and it’s unclear if you are serious or not. You wrote me for support a few days ago with a question that was easily answered in the help file/tutorials and another question about “artist pictures for selections of music” that didn’t make any sense. The rest of the email was some kind of pitch to get me to try some software you made or something:

“im not trying to spam you.. i bought this software.. and its spam free. it protects your email.. its a avatar chatroom.. just got it installed yesterday.. havnt done much with it.. so if you would check it out sign up for a free screen name and pass word.. here is the link”

Thinking it was spam I ignored it. Then you wrote again today, with one similar questions and another that didn’t make any sense – and then you launched into a sales pitch again – WTF . I can’t tell if you are having real issues or just trying to get me to click on your link. That email, by the way, I did respond to.

If you purchase an item here and have serious questions about it you will get them answered – at least from me. But if you treat the support system as some kind of subversive marketing campaign you won’t.

Well, treating the buyer the same way before and after he buys the file is a fair thing. But please note that sometimes authors are busy. Personally, when I’m not busy, I answer support wuestions even after a few hours. When I’m busy, support can go unanswered for days.

It might have to do with the fact that your email support requests read like sales pitches and it’s unclear if you are serious or not. You wrote me for support a few days ago with a question that was easily answered in the help file/tutorials and another question about “artist pictures for selections of music” that didn’t make any sense. The rest of the email was some kind of pitch to get me to try some software you made or something:

“im not trying to spam you.. i bought this software.. and its spam free. it protects your email.. its a avatar chatroom.. just got it installed yesterday.. havnt done much with it.. so if you would check it out sign up for a free screen name and pass word.. here is the link”

Thinking it was spam I ignored it. Then you wrote again today, with one similar questions and another that didn’t make any sense – and then you launched into a sales pitch again – WTF . I can’t tell if you are having real issues or just trying to get me to click on your link. That email, by the way, I did respond to.

If you purchase an item here and have serious questions about it you will get them answered – at least from me. But if you treat the support system as some kind of subversive marketing campaign you won’t.

If this is true the spamming user should be reported to Admin by anyone receiving such a message. Using private messages system to deliver spam, thinly veiled as file support requests, is blatant misuse of the private message system.

If this is true the spamming user should be reported to Admin by anyone receiving such a message. Using private messages system to deliver spam, thinly veiled as file support requests, is blatant misuse of the private message system.

I actually have reported him, both times.

I think that supports would be only necessary if your items do not work well. I mean, when upload a new File, this have a User Guide and also some examples. So, Buyers should be more curious and take some time reading User Guides and watch the examples.