There are elite authors and then there are ELITE authors!

@MoonWorks – Agreed. However, over here though video is worth a bit more (29.97 fps to be exact). Ha ha. Your video while interesting doesn’t actually show enough of the product itself. Showing the creation of a small / short facebook app / page from start to finish would be more demonstrative, I think.

I have to admit that I wouldn’t have take a second look at your product unless you posted here. I admit to scanning the title when I first saw and dismissing it outright because it didn’t sound useful in my head. Now that I actually clicked through (which I didn’t do before), I see what it is you’re actually selling. The video should illustrate this even if I don’t read the text which I don’t feel it did well enough.

I think the current title might be doing the product a disservice. Instead of “Facebook Tabs”, why not call it something like – “WordPress Site Embedder for FaceBook”? Unless I misunderstand, isn’t that more accurate a name for your product? I can imagine people seeing the title, watching the video and still wondering why it’s called “Facebook Tabs for WordPress”. I know FB does refer to them as “Page Tabs” but perhaps not everyone knows that? Since your product seems to do more than just create these tabs, does it seem that the current name sounds somewhat limiting? Just my opinion. If it helps you out then great. Whatever you call it, you may wish to consider a name change.

I was a buyer before becoming an author and I know what exactly electronicpakrat points. Thanks for the feedback and authors need exactly these kind of feedback from buyers.

Coming to the subject, in the long run every buyer may not feel the same taste about particular authors. Because the big picture of anything may not look the same and authors and their products are variables – and perceived qualities are not necessarily going to be replicated in all the future works.

“Answers to the questions”
“under promise and over deliver”

Product development doesn’t stops with those above criteria (both just revolves around customer satisfaction and honesty but not necessarily considering industry standards – which may not appear to the buyer’s eyes). Any company, individual can start with above 2 qualities but once they reach standards or certain quality / quantity, then the approach with customer side can shape into different direction. That’s all happens from Microsoft to any orange paw author here.

Personally I think all the following does’t necessarily mean to reflect fitness of author / file to the buyer’s need:
1. Elite Status
2. Support before/after purchase
3. Honesty in product description
4. Star rating
5. Sales numbers

At certain point, depending on the project, all the above can fail to help buyers while choosing relevant product. Then everything is upto the buyer to take conscious risk of selecting one (or more) that most fits among all unfit ones; but this is where we can see diversity of buyers. Some may understand industry based limitations and the extreme opposite is ones directly blaming the author / file quality and support.

+1 for duotive’s point too.

Support is subjective!

Fair enough!

Just adding another “log” to the fireplace: Support is what customer perceives as support.

Thanks for that feedback electronicpakrat, it’s something I’ve been tryign to figure out recently, both whether the name helps with understanding what it does and whether the video helps in any way.

From your feedback, I think I will be looking at another name, as you are correct that not everybody knows what a Facebook tab is since they changed it from being an actual tab to just a link. I will also be placing the full video user guide onto the product page, so that everybody can see exactly how to use it, including showing how easy it is to set up the Facebook app & page.

duotive said
You can offer support for a lot of issues. And if you solve all of them, even small changes to the theme, some come back for more and more and more. I have some cases with 100+ posts on the forums and 99% not related to any issue that the theme has. What do you say to that?

Now you hit it! A ‘pre-customer’ requested me to add ‘live website preview’ so he can buy it, after I added that guess what? He didn’t buyed at all, and on top of that requested me the following: Add search for wikipedia, twitter, facebook, not to mention he wants 5* system to search results, button to bookmark the page, and another type of pagination, and he is not even a customer, well… you get to a certain point, after that… personally, I always offer support for both customers and non-customers, but sometimes they exaggerate with the demands…

I am both a buyer and a seller here at the Envato group of websites and am amazed at the quality of themes and templates offered on TF. It is crazy what you can by for $35 dollars. It also amazes me the amount of support potential buyers and buyers expect for their money. When I buy a theme for $35 I do not expect much support. I have often asked small questions or clarification on things that I could not figure out or understand but would never even think about asking for major modifications or support. When I have needed a major change or needed support beyond basic service I usually ask for a quote from the author.

I think customer service is very important – but I also think customers need to be realistic on their expectations.

I agree that there is support, good support and great support. But while i try to give everything i got to my buyers there are also buyers, good buyers and great buyers.

This would be an example of a great buyer.

brownhousemedia said
I am both a buyer and a seller here at the Envato group of websites and am amazed at the quality of themes and templates offered on TF. It is crazy what you can by for $35 dollars. It also amazes me the amount of support potential buyers and buyers expect for their money. When I buy a theme for $35 I do not expect much support. I have often asked small questions or clarification on things that I could not figure out or understand but would never even think about asking for major modifications or support. When I have needed a major change or needed support beyond basic service I usually ask for a quote from the author. I think customer service is very important – but I also think customers need to be realistic on their expectations.

If there’s any confusion, I do agree that there should be little / no expectation of support (regardless of Envato’s official position) due to the relatively low cost of items here. However, I am still often shocked and awed by either the total lack of support vs the abundance received (not the norm, of course). Suffice it to say, I’m likely spoiled (to whatever degree) by certain authors. So, I just thank them profusely and continue to reward them with my business and referrals / recommendations. If that makes me less tolerant of other authors, I apologize but don’t expect that to change.