Many users of Subscribe2 post comments commending the outstanding support that is offered on the plugin and ruing the fact that this does not happen more. The sad fact is that a great number of the comments posted are either issues that have already been discussed many times over and the answers are already available, or they are requests for custom changes from the default plugin for an individuals benefit.
Recently, the folks at WordPress have reviewed their software licence and introduced Commercially Supported Themes on the main WordPress.org site. They have also introduced enterprise-level support for large-scale users of WordPress.
So, that leaves me wondering how to handle the continued support of Subscribe2. You see, much as though I think I should support my plugin and help people to use it as best they can I am often left bewildered that it seems to be overlooked that both the plugin and the support are currently FREE. And yet the level of functionality and support seem to be more consistent with that of software that has been bought!
Perhaps I should start acting more like other plugin authors and provide little to no support. Maybe I should direct everyone to the ReadMe and FAQ section of the website. Perhaps I should start charging for my assistance.
I really don’t know for sure what will happen next. I think I have decided already to start directing queries to the FAQ and ReadMe more however when I’ve done this in the past it really doesn’t save me any time – I still have to make the comment and I still usually get a follow up reply.
So, what would you do if you were me?