Free Upgrades?
I just tried entering my "legacy" serial number into version 5 and I was DENIED!!
It says I have no more upgrades despite being entitled to 2 free upgrades according to the license management.
I definitely remember that Phase officials defined an upgrade as going from one major version to another. eg. 3.5->3.7
doesn't count but 3.7 -> 4.x did. At the very least version 5 should be the 2nd upgrade for those of us Legacy users.
It says I have no more upgrades despite being entitled to 2 free upgrades according to the license management.
I definitely remember that Phase officials defined an upgrade as going from one major version to another. eg. 3.5->3.7
doesn't count but 3.7 -> 4.x did. At the very least version 5 should be the 2nd upgrade for those of us Legacy users.
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Same thing here - the licence-management page tells me I can upgrade one more time but when I try activating C1 says I'm not allowed to. 😭 0 -
Same here.. C1 = Niet and website say: Yes You Can!
Othe strange thing: the preview is not as sharp as in v4.x0 -
Me too. I am supposed to have 3 remaining free upgrades but it will not activate. I have raised a support case.
I only persisted with version 4 because I had those "free" upgrades - I have paid for them when I bought the software and with all the aggravation of, particularly, version 4.
If am going to have to pay for an upgrade then I will most definitely examine my options.0 -
I have the same problem: I purchased 4 Pro last week, downloaded 5 tonight and my profile said that I am not entitled to a "free" upgrade: And that's one week after purchase. Please, that must be a mistake.
Comments please. 👿0 -
I have put in a support case regarding my upgrades and basically given up any hope. It is like talking to a brick wall. My License management page says I have 2 Free Upgrades left in plain english. The support guys says no, that means you have a total of 2 upgrades. Huh. My license is supposedly from 1.x so to go to 3 was an upgrade as well as go to 4 was an upgrade. I never used 4 because it was useless to me but it did not matter.
Hard to trust a company that shows you have upgrades but they don't honor them.0 -
Like Silkypix, they want customer buy their new 4 and Pro version and stopped support the 3.0 now .......... such things happens today ......... 0 -
If I get the same response to my support case as Dan122 then it is GOOD BYE to PhaseOne. It was getting better but it is SO SLOW compared with version 3 and most other products and it seems to have gone backwards on its handling of embedded IPTC data.
I have stuck with C1Pro since version 1 but the slow upgrades for new cameras and the version 4 debacle meant I only stayed because I thought I had upgrades remaining - I have certainly paid for them through wasted time trying to make each new release work for me - £thousands of time!0 -
Some of us paid for the 5 free upgrade package.
I'd like to know when this is fixed. My photo PC is remotely located with no internet connection. I need to transport this PC to a location where there is internet to connect to activate. I don't want to go thru that hassle until this issue is fixed.0 -
My english is not really great but from what I can read on the Active Capture One is this:
No more free upgrades
available for this license code
On my License Management page I can read
Free upgrades left: 1
So, from that english what I can understand is this: I have the right to a free upgrade!
Am I right ??0 -
Same here, on the website is says 1 free upgrade left, but i can't activate it. 0 -
Even though it says you have free upgrades left that is not what it means. It means that is how many upgrades you got with your license. An upgrade is from 3->4 or 4->5.
Apparently you are supposed to know that Free upgrades Left does not mean that. At least that is what the tech support basically told me.0 -
Means dat we have to pay..
Upgrade to Capture One 5 now!
Capture One 4 PRO to 5 PRO EUR 69/USD 99
Capture One 4 to 5 EUR 69/USD 99
Capture One 4 to 5 PRO EUR 229/USD 299
Visit our Online Store0 -
Just bought my 4.8.3 early October. And now I don't have any upgrades left, or so says the license management.
You can't be serious I have to buy upgrade now, after the software has not been working in Windows 7 at all.
I hope it is a glitch in the license management system. I truly hope so. I want my upgrades!0 -
Same Here. I went thru the same BS when 4 came out. This is terrible customer service. Why has no from Phase One responded to this forum? 0 -
I bought C1 Pro ver. 3.7.7 and was told with the Pro version I get 2 FREE major upgrades. That meant I could upgrade to ver. 4 and I believe ver 5. I'm with the rest of you. I stayed with C1 with the hopes for ver 5 being really good. If they try to tell me that it's not free I'm going to hit the ceiling. 0 -
As I expected having seen Dan122's post, I have had the same message from support. They clearly don't give a damn that they are upsetting their long standing customers big time. As version 5 still does not handle IPTC data embedded in RAW file effectively - in fact it is worse than latest version of 4 so I am definitely NOT paying for an upgrade.
I am feeling bloody minded enough to be considering taking them to the small claims court for breach of contract and/or misleading trade description.
When I go medium format it will be to Hasselblad or Leica.
As someone who has worked as a customer service improvement consultant for major clients I don't understand how PhaseOne believe they have a viable business model when they treat their relatively small customer community as badly as they are now doing. They actually used to be very good which is why I stayed with them since version 1 in 2003.0 -
[quote="Jaz2" wrote:
I bought C1 Pro ver. 3.7.7 and was told with the Pro version I get 2 FREE major upgrades. That meant I could upgrade to ver. 4 and I believe ver 5. I'm with the rest of you. I stayed with C1 with the hopes for ver 5 being really good. If they try to tell me that it's not free I'm going to hit the ceiling.
Hmm... Did you read this same discussion in Mac-thread? There is very clear, official and simple answer from Phase One which I may quote here:
==============
To officially clarify, Capture One 3 Pro keys included 2 free upgrades, the 1st upgrade was Capture One Pro 4, the 2nd upgrade is Capture One Pro 5.
Capture One Pro 4 keys did not include free upgrades, so a Capture One 5 upgrade price will be offered for those users.
_________________
Kind Regards,
Jon Gilbert
Phase One
===============
This far I personally haven't had time to try upgrading ver 5 from my 3.x Pro, but that sounds good to us who have paid for ver 3 and free upgrades. It's also interesting to see would the live view now work with P45 and Vista...
J-P0 -
J-P,
If this is really the case, I pretty much feel like P1 pissed to my eye :(
I bought my software on October 4th. I installed to my XP to test it, then upgraded my machine as the parts arrived few days after that. To my new machine, I installed Windows 7 and then tested the software on that.
Version 4.8.3 did not work properly in Win7 64bit system, so pretty much the software in unusable by me.
Now, I bought the software like ~20 days before a new major release was coming. There was no indication in the website that the new version is that close. I bought the software, it was unusable for me and now they want me to spend another 69 euros to upgrade it to a working version?
I opened a support case and I truly hope they will answer it and give me my free upgrade, which I do think I am entitled. Or my money back :(
Pekka0 -
[quote="pehu" wrote:
Now, I bought the software like ~20 days before a new major release was coming. There was no indication in the website that the new version is that close. I bought the software, it was unusable for me and now they want me to spend another 69 euros to upgrade it to a working version?
I didn't even know there is version 5 under construction until Raw news appeared in my mailbox this morning. The only thing I was waiting for was promised update to get my P45 liveview working in Vista.
Now the version 5 is installed in the workstation I use for shooting tethered, it's running under 32-bit Vista. As I had older versions starting from 3.7.7 in same machine, the installation procedure couldn't be easier. There was even no need to enter any serial number, it was just read and applied automatically for activation. And the liveview works now too!
What comes to upgrade policy and pricing, it seems to be somewhat badly handled sales managing. In my case things went as promised, upgrading from 3.x to 5.x was free, but I also paid for version 3 Pro over 500 euros several years ago. Couple months ago I was looking for Capture One for my friend and noticed that version 4 Pro cost only about half of that.
So it could have been said more clearly that the cheaper price also means no free lunches anymore. Completely different thing is if the product you paid for (ver 4) doesn't work as supposed and the only cure is paying more.
J-P0 -
[quote="pehu" wrote:
Version 4.8.3 did not work properly in Win7 64bit system, so pretty much the software in unusable by me.
I bought the software, it was unusable for me
did PhaseOne promise that v 4.8.3 will be working on W7x64 at the moment when you hit the button on Oct 4th ?0 -
Is there any advantage to upgrading from Capture One 4.8.3 to 5? I took a quick look at it but did not see how it could be worth the $99 USD. I have no need for the Pro version. 0 -
[quote="Juha-Pekka1" wrote:
[quote="pehu" wrote:
So it could have been said more clearly that the cheaper price also means no free lunches anymore. Completely different thing is if the product you paid for (ver 4) doesn't work as supposed and the only cure is paying more.
J-P
J-P,
From what I have read, no one is debating the "no more free lunches" as it is defined by the bulk of software manufacturers. What is irking people is the no grace period stance. I bought my software 32 days before V5, so I can deal with having to pay... it's been over 30 days. But I think that for the people who just bought their copy within a week or so of the new version, it is really bad form for Phase one to be taking such a hard stance.
Jim0 -
Not only that. The wording is also important!
Free Upgrade is for me: V3 to V4 or V4 to V5 (whatever the version is).
An Update is V4.8.1 to V4.8.3
I still have 1 Free Upgrade left.
You see ??
I will agree to pay for an upgrade when my quota will be reach. Not before!
I am not a PRO version user (and can't afford it and still don't see the point to do it).0 -
[quote="Juha-Pekka1" wrote:
[quote="Jaz2" wrote:
I bought C1 Pro ver. 3.7.7 and was told with the Pro version I get 2 FREE major upgrades. That meant I could upgrade to ver. 4 and I believe ver 5. I'm with the rest of you. I stayed with C1 with the hopes for ver 5 being really good. If they try to tell me that it's not free I'm going to hit the ceiling.
Hmm... Did you read this same discussion in Mac-thread? There is very clear, official and simple answer from Phase One which I may quote here:
==============
To officially clarify, Capture One 3 Pro keys included 2 free upgrades, the 1st upgrade was Capture One Pro 4, the 2nd upgrade is Capture One Pro 5.
Capture One Pro 4 keys did not include free upgrades, so a Capture One 5 upgrade price will be offered for those users.
_________________
Kind Regards,
Jon Gilbert
Phase One
===============
This far I personally haven't had time to try upgrading ver 5 from my 3.x Pro, but that sounds good to us who have paid for ver 3 and free upgrades. It's also interesting to see would the live view now work with P45 and Vista...
J-P
I just tried upgrading my C1Pro 3 key- I get "No more free upgrades
available for this license code"
While on my profile it says:
Free upgrades left: 1
Activations left: 0
I'll admit I'm having a bit of a rough week, but am I missing something here?0 -
[quote="James196" wrote:
it is really bad form for Phase one to be taking such a hard stance.
Jim
where is the hard stance ? that $99 is just like the difference in price between V4 and V5, isn't ? did P1 anywhere promised a free upgrade ? if you value your hard earned dollar so much - then do your homework and read the fine print and do not imagine things that were no where in writing, before spending them0 -
[quote="Jason152" wrote:
I just tried upgrading my C1Pro 3 key- I get "No more free upgrades
available for this license code"
After reading what Phase One's Jon Gilbert just said in the other thread, I think they must have a good explanation for that... Anyway, in my case before installing ver 5 my account showed up I still would have two(!) free upgrades and 16 activations left, though I already had activated ver 4 several months ago. Maybe they are just messing with their upgrade and activation registers.
What comes to my free lunch comparison, in my opinion it should have been clearly informed that the price of ver 4 is so low because it doesn't contain free upgrade AND the ver 5 is just coming out. Then it really would be your's choice what to do.
J-P0 -
Yep, I'm in the same position and feeling pretty unhappy about it. I was never able to use version 3 as, almost unbelievably, it didn't support DNG files - Adobe's attempt at a universal format which, even at the time, was in reasonably widespread use. So I started with version 4 and this always reported that I still had one free upgrade available, which was in line with what I'd been promised. Suddenly the software reports that no free upgrades are available and version 5 won't register, despite the fact that version 4's weekly update checker offered me the update. Fortunately, I made sure that I installed the new version separately to the old one.
I like the RAW converter but it isn't so much better than Adobe's that I'm willing to either pay through the nose for it or, to be honest, put up with much more of Phase One's appalling user support.0 -
[quote="deejjjaaaa" wrote:
did PhaseOne promise that v 4.8.3 will be working on W7x64 at the moment when you hit the button on Oct 4th ?
Nope. But they didn't say it doesnt work either.
I think that question is secondary. Today, it is more or less expected that the software works even in new operating systems fairly early... if not in the first days, but soon. That is why MS has those developer programs where developers get early access to dev versions etc.
If it doesn't work, they provide a fix later time that makes it work. As a consumer, I am entitled in EU for quite extensive rights to get working products for money. If it doesn't work, money back or fix the problem. In similar cases, most software vendors have programs where they upgrade older programs for new versions given a few weeks/months time window.
And btw, so did Phaseone. Support added me a free upgrade since I bought my software so recently. So case closed and one happy camper here, even thou I feared the worse 😉
Pekka0 -
I'm really sorry to speak my piece here, as I know it will not win me favour among the forum users, but after reading about this issue I feel I have no choice.
I own a Legacy Key and checked in here first once my update said that I too could not upgrade.
I called Capture One Support today and spoke with a very helpful tech supporter who explained to me why my Legacy Key is not eligible for a free upgrade. His points were thorough, his explanation correct and his patience extensive. Despite my disappointment at having to pay a small fee to upgrade the overall message was well received. That message is simply, in my own words, STOP YOUR WHINING!
Capture One/Phase One is a business, just as my photography is a business. I do not make any money by giving anything away and neither do they. I have been grateful for the 7 years I have used Capture One at a very small cost and I suppose now it is about time I man up and pay to get the latest update. Anyone with a legacy key (as I now know what that specifically is after speaking with support) that thinks different is, in my option, ungrateful and childish. All I see in this forum, for the most part, is people complaining about what this software is lacking and now it would seem that these same people expect Phase One to give the software away for free. In my limited knowledge of the free market system it is not possible to improve a product without the money to do so. Perhaps if these same complainers paid for the software Phase One would have the money to invest in the software, or at least these "customers" would have better grounds to demand what they think is entitled to them.
Also in my opinion, which I felt this technical supporter was also sympathetic to, the only people that have any right to complain are the ones that have just recently purchased Capture One 4 as I do not gather they have the ability to upgrade for free. These people are the only ones that should have a voice here as I feel theirs is a solid case, not these old users (myself included) who have paid next to nothing and used Capture One for the past half decade without one fee. In the time that I have used Capture One I have easily paid over $500 in Adobe upgrade fee's.
You can feel free to berate me and proclaim me as a fanboy following this response but you will simply be proving my point all the more, this behavior is ridiculous. Good luck complaining you're way into their charity, you get more bee's with honey.0 -
Ok,
Finally after having read the last post and thinking a little.. true..
anyway, I did try to upgrade but there is one problem:
Validate Old License Code
Please enter your Capture One License Code in the box below. The License Code entered must have the following format: AB12-CD34-EF67-GH89
Wrong type of Product Key: Capture One LE Win
I bought CO 3.7 in july 2007.
So, does it means that I have to buy a full version ?0
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