Abandoning earlier versions

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  • Updated 8 months ago
It's a shame, and very frustrating, that TechSmith pretty much abandons users of earlier versions. Not only can I not get any tech support questions answered for free, but released tips, videos, etc only reference how to do it in the current version. The message clearly seems to be "spend more money on us every year or you're on your own".
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mail

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Posted 8 months ago

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Timbre4, Champion

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Hello,

This is the standard business model for many companies (including Microsoft and the one I work for), not just TechSmith. The development,  support and promotional budgets always support the latest versions. 

You can of course get tips and ideas from other users in this forum.

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Rick Stone

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I feel your pain, but unfortunately that's just part of life and using software.

While it may feel as if they are saying "Good luck, you are on your own", the sad and hard fact is, support costs money. Somebody has to be paid to know how to answer and use the software. And only more sales help fund that effort.

I think it's quite uncommon for any company to offer free support for older versions of software. Inevitably they must draw the line somewhere. Software often changes. And sometimes dramatically. So do operating systems. I've always been amazed at how TechSmith operates. I think their support policies are more than generous. But that's just me. I know others likely feel differently.

This is where things such as this user community can be so helpful. 

Cheers... Rick :)
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Paul

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As Bruce Hornsby sang "That's just the way it is..."

But this forum is bursting with knowledge going way back.
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Rick Grunwald

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Microsoft supports previous version to a point. Other software companies will help with past versions.
When you license a piece of software, your license does not expire because the issue a new version. Especially all the time when  v13 had trouble the support answer was "go back to a previous version"
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Rick Stone

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Actually, in looking over the support page at:
https://support.techsmith.com/hc/en-us/articles/203732728-Supported-Versions-of-TechSmith-Desktop-Pr...

The options seem fairly generous to me. They seem to support the past three versions using various options. It isn't as if you MUST be on the latest to get support.



Cheers... Rick :)
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Rick Grunwald

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Good information
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mail

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Where did you get this chart? I have SnagIt 12.4 and was only told in the chat "I can't talk to you". Email was not offered as an alternative. Yes, even tho Windows 10 is out, I still can get support and updates for my 8.1. Yes, support costs money, but isn't that in part why I paid for the software to begin with? So is the lesson that I can have longer support if I accept a higher initial pricetag? Sorry, TechSmith, I'm not paying $40 a year for tech support (aka the latest version). I'm finally learning how to use 12.4 and make rolling capture work.

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Rick Stone

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Where did I get the chart? Well, at that link I posted before you saw the chart image. ;)