upgrade
I bought ver 5 pro on 26/9/2010. It seems I am expected to pay to upgrade again after only having owned the product for 2 months. One would expect to upgrade free to ver 6. Even Adobe I recall would grant recent purchasers a free upgrade to a new version within 6 months.
Ray
Ray
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[quote="Raymond4" wrote:
I bought ver 5 pro on 26/9/2010. It seems I am expected to pay to upgrade again after only having owned the product for 2 months. One would expect to upgrade free to ver 6. Even Adobe I recall would grant recent purchasers a free upgrade to a new version within 6 months.
Ray
It's the same for me. I bought ver 5 pro on 24/9/2010. 😭
And I'm misssing support for Sony's NEX again. 🤓0 -
Have either of you created support cases? 🤓
I can't say whether or not you will be granted a free upgrade but there is no point in assuming you won't unless we have explicitly said so.
Some people have already contacted us and we have upgraded them at no charge, others have contacted us and we have had to say no. It all depends on the specifics... for instance, if you were given a free promotional key in the past few months and are now asking for further free upgrades the answer will be no without hesitation. On the other hand, if you purchased 10 Keys for a company just outside our cutoff, we'll help you out.
The unfortunate reality is that we have to draw the line somewhere and some people may be disappointed but again, no sense speculating.0 -
[quote="Drew " wrote:
Have either of you created support cases? 🤓
...
Hello Drew,
yes, I did it last night and here's the answer:[quote="PHASEONE support" wrote:
Juergen,
You are always welcome to continue to use what you have pid for 2 months ago. Unfortunately we cannot provide a free upgrade as your purchase date is more than a month beyond our cutoff date. If you find that the new features in Capture one 6 are worth the upgrade price we welcome you to purchase the license upgrade on our eshop. I apologize for the inconvenience.
Kind Regards,
Phase One Support
I think only one month is not okay? 🤓0 -
I am not in this position but seems like a fair and equitable way would be to charge for this update on a $10 upgrade fee for each month of ownership of c-5 up to 6 months. To be charged for an upgrade only a couple of months after purchasing at full price would certainly not set well with me. Customer service is a lots of things. Give a little to gain lots of market share. 0 -
[quote="NNN634268856714958639" wrote:
I am not in this position but seems like a fair and equitable way would be to charge for this update on a $10 upgrade fee for each month of ownership of c-5 up to 6 months. To be charged for an upgrade only a couple of months after purchasing at full price would certainly not set well with me. Customer service is a lots of things. Give a little to gain lots of market share.
Actually, that would be a good business model that software companies should follow. Free upgrade withing 'X' months of the next release and a certain $$ cost per month after that. I like it ... it would ease some of the ill feelings customers have when they are only a few days past the 'line in the sand' deadline.
I'm also not in this position, however, I have to say that I think the full upgrade cost is very reasonable for this product.
Bill0 -
Same boat here. I purchased C5 5 months ago and then purchased a Canon 60D. So I never really got to use this software. I been waiting for 60D support in C5 and Phase One said it was coming soon. So here it is and at a price. This is a big problem. No way will I support this. 0 -
Hi, Drew.
Have received a reply to my support enquiry which said disappointingly the same as the reply to Juergen - 30day cut off. So have to pay. It hurts more since in the UK we pay 17.5% VAT and for transactions via Phase one are charged 25%. I will see if (as an amateur) the extra cost is justified for the new features. As a user of a full frame 16-35 the keystone correction at raw may persuade me. Agree with Juergen 6 months would do a lot for customer relations.0 -
Same for me. Purchased the Pro-Version in July. Since using the not supported NEX in August, I couldnt use CO1. So I paid 280 € for 4 weeks. Great.
And now I should pay again while the NEX isn´t supported yet.
I say it again. Seems, Phase One is interested in an exquisite clientel. The rest of the users is good for paying, but not for support. Very sad Phase One.
edit:
And as an Expression Media user I held so much hope in Phase One since they acquired this excellent soaftware. Seems this was a great delution.0 -
[quote="big_lindi" wrote:
Same for me. Purchased the Pro-Version in July. Since using the not supported NEX in August, I couldnt use CO1. So I paid 280 € for 4 weeks. Great.
And now I should pay again while the NEX isn´t supported yet.
I say it again. Seems, Phase One is interested in an exquisite clientel. The rest of the users is good for paying, but not for support. Very sad Phase One.
The software is, as always, free for 30 days. As such, we cannot offer refunds when a customer buys and activates the software only to THEN find that it doesn't support what they need.0
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