"Revert to Trial" thread discouraged me from a Snagit purchase

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The lengthy "Revert to Trial" thread discouraged me from a Snagit purchase. As a longtime Windows user going back to DOS 2.0, and a newbie to the Mac, I was going to add Snagit to my MacBook Air per ZDNet's recommendation but after reading this VERY LONG series of very understandable complaints about outright trickery and failed resolutions of same, I have put it on a back burner.

Frankly, after decades in public relations, I am surprised techSmith doesn't simply pay attention to a frustrated customer base and scrap their approach, period. Update vs. upgrade??? Just dumb and hopefully ZD Net will review this issue as I will send a copy to Adrian Kingsley-Hughes, the columnist.

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Posted 6 years ago

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Jason Eagleston, Employee

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Thank you for your candor regarding the issue with the Snagit Mac upgrade process. We certainly take the situation very seriously, and are taking action to make significant changes to our paid upgrade process. 

In the short term we have made changes to our update server to eliminate the confusing messaging that is received by paid customers when a new paid upgrade is made available, but will also be implementing an overhauled upgrade solution for future major upgrades. 

Thank you again, TechSmith is a company of immense integrity, and thus we take this perceived lack of customer care extremely seriously and will make changes.


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