[wp-forums] Commercial support on the WordPress forums?

[Japheth Thomson]

Good points, Jan.

Customers often take a shotgun approach to support. Ask for help in as many
places as possible in the hopes that one of those places helps
quickly. Ultimately it's a bad idea, but people will do it regardless of
what you tell them.

I've been trying to encourage (by example) those who man the support forums
to send users with ThemeForest theme issues to the theme's author (rather
than ThemeForest support, who only help with actual marketplace issues).
This is to help reduce the load on the support forums, while still
providing a helpful response. Also, it puts the onus back where it should
be.

Really if an email address is the official line of support, then that's
exactly where you should send the customer after support for the commercial
code.

Cheers,
Japh



On 29 December 2012 01:16, Jane Wells <jane at automattic.com> wrote:

> On 12/28/12 8:13 AM, Jan Dembowski wrote:
>
>  I'm tempted to reply with "Guys? Take it outside and use the support email
>> for that vendor" and closing the topic but I'm not sure if it's a
>> commercial support issue or not.
>>
>
>  Given that we routinely tell people that commercial code is not supported
>> here, why is WOWsliders.com using the forums like this? Is that really
>> permitted or even a good idea?
>>
>> If it were for a theme I'd point the user to the theme vendor's support
>> page but that doesn't seem to be an option here exactly as the page points
>> to an email address.
>>
>>  Trust your instincts. All the things you wondered whether or not they
> would be okay, the answer is yes. That said, We could also loop in the
> plugins team here.
>
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-- 
Japh Thomson
WordPress Evangelist
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