Change of support policy not fair to users

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I saw the notification dated April 2017 that henceforth, support to products would only be granted for 3 years from the release date.
I find this quite unfair. At least it could be...3 years from date of purchase. It is very sad for those of us who buy a licence and within a short time there is a new release...and we are no longer covered.
I think that Techsmith should reconsider this policy.
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Isaac Wachira

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Posted 3 years ago

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Mal Reynolds

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Actually I'm not sure that this one is wholly unreasonable. I hadn't seen the policy before and, remembering the huge lag between when C8 first came out and when C9 did, I thought "Huh?? How does that work with C8 support? It would have ended before C9 even arrived!"

Then I read the actual policy; it's 3 years from the last release date. The last release in C8 was 8.6 on 25 August 2015. (So happy birthday for tomorrow, 8.6.) That makes the expiry date August 2018, as the page says. However C9 was released on 11 October 2016. In the absolute worst case scenario, where you bought 8.6 on 10 October 2016, you would have support coverage on 8.x for about 22 months instead of 36. But in reality it would probably never happen that way because although they don't seem to have a formal policy for it as far as I can see, I'm pretty sure that customer support would not want to put out of joint the noses of customers who bought the product immediately before the C9 upgrade. My bet is that if anyone bought C8 in the month or two preceding C9's release, and they asked for a free upgrade... they probably would have gotten one. 

If they made it three years from the date of purchase there would be some degree of uncertainty about exactly when support ended. Not all sales are made direct by Techsmith and Techsmith would need to gather sale dates from all third party suppliers.

This way, instead, they have a clear cut date and very few people would EFFECTIVELY get less than a minimum of 36 months of coverage.