Annual update to Snagit

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I think snag it is great and Techsmith is a top notch company (fair price for great products). I’ve just watched the video regarding the 2019 release and info about annual update cadence. Sounds good, but please, don’t turn into “everyone else” and start making changes “just because it’s time”. Continue to focus on the custome first.
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roger.hill88

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Posted 4 weeks ago

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Daniel Foster, Snagit strategy lead

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Hi Roger - thanks for checking out the video and for your feedback about the shift to annual releases.

It's a totally valid concern and something we take seriously, too. I could write a long post about "The Process": how we talk with customers and non-customers, observe industry trends, survey and research, gather feedback from customer-facing teams and partners, validate ideas early with mockups and beta builds, refine as we go, inform and assist customers to help them connect with and benefit from the value of each release...but I'll just summarize by saying that delivering real, meaningful value to end users and corporate buyers is the core of our mission. It may only cost you ~$1/month to always have the latest and greatest Snagit...but we set the bar much higher in terms of the value we want to provide for that $1. And we're always looking for ways to improve the process to ensure that we're hitting the mark with each release. So if you see big gaps or ways that we seem to have a tin ear, please get in touch.  :)
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Brett Bollman

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Hey Daniel... this is my biggest hang-up right now with Snagit and TechSmith. It's a struggle between a great piece of software and feeling mistreated by the company that makes it. So much so, that I've begun my search for an alternative.

Just 14 months ago, in September, I made my first Techsmith purchase... Snagit 13. Just over 30 days later an update was released, so I made my first contact with an actual person at Techsmith to see what the upgrade policy was. I was told:

"Since you purchased within the last 90 days, you do have the option to purchase our Maintenance Agreement program for $12.49 instead of the full upgrade price."

What I read was... it's a paid upgrade for 36 day old software.

I just spent $50 to buy a brand new piece of software and now TechSmith wants me to pay more 36 days later in order to get what is actually the brand new software. Bummed... I just decided to stick with what I had paid for. It did everything I needed it to do.

Fast forward to August when I'm forced to move to the Mojave beta to do software development to be prepared for the public release of the OS. Snagit has all kinds of issues on the Mojave beta, which is understandable. As I search the forums I read about a fix that's been pushed out... but not for my version. Once again... another interaction with TechSmith where I leave feeling left behind only 11 months after my purchase.

So I made due with a broken version of Snagit and then an official update came for my version about a week after Mojave was released. But my Library view still didn't work. Well... whatever... I don't use it that often I've got work to get done. But then yesterday... I did need to find a screenshot from awhile back. But I couldn't... because my Library is a bunch of Snagit file icons. No way to preview or Quicklook. So I start to search the TechSmith forums and try what is mentioned. No help. Reluctantly, I reach out to TechSmith support on chat. And the first thing support types back...

"Do you currently have an active Maintenance Agreement with us?"

What I read was... have you paid us enough to be having this conversation with me?

Ugh!

So now I've got broken software and the company that makes it is nickel and diming me to even find out why it's broken. How could I possibly give this company another penny when they've treated me so poorly over the last 14 months? Always asking for more money and not giving first class service to the software that is less than 12 months old to me.

If you don't want to keep supporting older versions of your software, I can completely understand that. Branching code and moving back to legacy code is a pain. But that means you've got to make sure that people who have just paid you don't feel like they are paying twice in such a short period of time. That 90 day window should not be an opportunity to pay you more money. It should be a chance to get on your latest version of software. This benefits you from the support side and your customers from the UX side.

90 days - Free upgrade
6 months (or 12 months?) - Maintenance upgrade for $12.95
Older versions - $24.95
New purchase - $50

Just bummed to feel forced into leaving behind a great piece of software.
(Edited)
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Daniel Foster, Snagit strategy lead

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Hi Brett - thanks for using Snagit and for taking the time to let us know how you're feeling. I hear what you're saying and am saddened that you're feeling disappointed and like you need to find another product. As we're moving to this faster release cadence we definitely want to find a way to deliver more frequent value to customers without it feeling like nickeling and diming, as you say.

Not sure it will help with the issue you're seeing, but we do have another free update to Snagit 2018 (both Mac and Windows) in the works. 

I'll also check in with our support team about your experience with chat. We should be making clear in those interactions that we do offer free, ticketed support via email for the current version plus two years on previous versions. (Details here.)  I can see how the question about maintenance without that accompanying information could give you the idea that we don't support your version at all. 

And we'll keep refining the communication and policies around releases to help ensure the details are clear and feel as fair as possible. There are lots of ideas for how to continuing improving the offering and hearing about experiences like yours is very helpful.  

  
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Brett Bollman

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If you are on a "faster release cadence" then the free upgrade policy for purchases in that short window seems even more important. Every release is a request to your customers to pay and upgrade. So like in my case... I was prompted to pay TechSmith more money 4 times in my first 14 months between upgrade prompts and support. Hence the bad taste in my mouth.

If I had been upgraded within that short window of my original purchase, this would be a different story. The update I needed for Mojave would have already been rolled out before I even switched, because I would have been on your latest software. I wouldn't have taken up your support team's time and not been prompted to pay. I would have received my first prompt to upgrade or spend more money almost a year later. Now... maybe I'd be ready to upgrade or maybe not... but I know my attitude towards TechSmith would certainly have been different.

That's great that you have an update coming for Snagit 2018... but I'm on 13/4.

Your support team was completely fine in their interactions... although maybe a bit quick to send back the predefined text snippets without first engaging personally. And it was obvious that my chat would be turned into an email ticket, but only after I was already engaged with someone on chat. So now someone on chat had to personally stonewall me and quickly end my chat. And now leave me without answers... 2 days later. If your policy is that chat isn't supported for older versions... I'm not going to know that until you tell me. I just see a chat button so I go for it. Perhaps during the chat start up... add a product version drop down that makes it obvious that chat isn't supported for my version of software.

And it was obvious that my version of Snagit was being supported. But a release for Snagit 2018 had already been made during the beta timeframe... Snagit 13 would get its update after Mojave was officially released (or a week or so after). Again, not horrible, but definitely sends the message that you're on old software... pay to get first class support.