Customer service

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  • Problem
  • Updated 4 months ago
I just had a bad customer service experience. I had a video project due in 1 day. With such a quick turn around I thought I should get Camtasia since a lot of it would be video capture of my screen. So, I bought it and was waiting to get a key. Since I didnt have a lot of time, I decided to just get started and enter the key later.

Well, 5 hours in, I'm ready to export. I check my email for my key, get it and enter it into the product redemption. It doesn't work. It was at that point that I realized I had been working in 2018 and my license was for Camtasia 9! This was at 9PM last night so customer service was not available. In my panicked state I tried everything, but I cant open a newer video in an older software version, it doesnt allow you to copy and paste, I have no options but to wait and talk to customer service in the morning and just hope that I can get a temp key or something to allow me to export this movie. 

I talk to customer service and my only options are to buy Camtasia 2018 (after I already bought Camtasia 9) or start over. Really? Now I only have a few hours to try and remake it. I have been using Snag it for the past year and have always sung your praises to my co-workers. I can't believe the experience I just had with Tech Smith. I'm beyond disappointed. 
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tdesalvo

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  • Frustrated and Disappointed

Posted 4 months ago

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Kelly Mullins, TechSmith Employee & Helper

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Hi tdesalvo,
I'm sorry for your trouble!
Can you please give me some additional information about this?

1. When did you make your purchase and receive the V9 key?
2. Where did you purchase your key? From the TechSmith website? Or, from another location/seller?

Thanks so much.

Kelly
(Edited)
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joe

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I'm curious about several parts of your story.

1. You wrote that you had a quick turn around so you purchased Camtasia. How did you just purchase Camtasia and got a license to version 9 instead of the most current version? I can't even find on their page where I can purchase a prior version. Maybe I missed the link? Can you provide that?
2. If somehow you actually did buy it from TechSmith, its generous return policy is: "TechSmith wants you to be satisfied with our products. If, for any reason, the software you receive does not meet your expectations, you may return it to us within 30 days of the date of purchase for a refund of the product price." Why not just get a full refund and then buy the correct version right away?
3. Assuming you didn't get it from TechSmith, but rather got it from a third party cheap, what did you expect TechSmith to do? Did you want them to give you a free license, temporary or not? I've not heard of a temp key before, except for tool reviewers and the like.

It sounds as if you made a couple of errors, got Camtasia 9 cheap from someone who has already upgraded to Camtasia 2018 and you so you can't upgrade, and are expecting TechSmith to bail you out. Then, when you got a perfectly logical response from TechSmith, you put the blame on them for your mistakes.

Just ask for a refund or pay the upgrade price. If all of you what you said is legitimate, you could have asked for help from one of us to take your Camtasia 9 file and publish it in Camtasia 2018 for you. Rather, you just came here to complain that customer service wouldn't give you a free temp license. Let me know if this has ever worked out for you with any other company.
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erik.groenhaug

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I really do not agree with you. Seems to me that you are responible for what you order, and if you start using something else, the company is not to blame for you not checking. Also bear in mind that most companies in this Industry see this type of claims- bogus or real - weekly. Yes, TechSmith might have gone far outside of what you, as a customer are entitled to, but when they choose to not do that, it is rather bad form to call it bad service.
(Edited)
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tdesalvo

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Yes I purchased it from a humble bundle. I made the purchase yesterday around 2-3PM. I got the key maybe around 4PM. Tried to enter it around 8:30PM.

I wasn't asking for anything for free, I just wanted a way to publish the video I spend hours working on without having to start over. They could have just given me a temp key for even 30 min and deactivated it. I'm not trying to scam anyone. They have records of the software I purchased so they know that I'm not lying. 

Yes I did make an error that I started my project in 2018 and my key was for Camtasia 9. But saying that the only way they can help me is to spend more money just feels terrible to me, thats what I would expect if I needed help from Comcast or something. 
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tdesalvo

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And you're all right, as a company, they don't have to help me. That is their prerogative, but you can't expect me to be happy with "Pay or start over".
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kayakman, Champion

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how much did you pay for "humble bundle"?
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joe

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I hadn't heard of that term before so I looked it up. I found humblebundle.com but it seems to specialize in video games. I searched for Camtasia on it but it wasn't found, so  I think he used it as a generic term, albeit one that would be recognized by avid gamers.
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Joe Morgan

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You can buy Camtasia 9 and SnagIt 13 for $20.
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tdesalvo

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It was not the full price of the software, which in hindsight would make sense that it was Camtasia 9. At this point, I'm already starting over. It was just very disappointing to hear that I couldn't do anything about this other than spend money. 
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SueG

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I have to say, @kayakman, that I love the little kayaker you have in the corner (as your watermark?)!  
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SueG

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Would it be possible just to render the video in the old version to an .mp4 and then create a new project in your new version of Camtasia and import the .mp4 in and go from there?
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kayakman, Champion

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not sure what you mean; could you explain further?

and glad you like the watermark
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SueG

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What I do when I have issues with a video is to go ahead and render the video in 1080p.  I like to get an .mp4 file.   Then, I open up a new project in Camtasia and import the video I just rendered.  It will not have all the cuts and layers, so I do not have to worry about adding in some audio in the middle and have it ruin the alignment of the rest of the video.  I just make a cut in the new video and go from there.   Couldn't he just open the new version of Camtasia and just import his video and start from there?
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Joe Morgan

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You can do that but if you render an AVI instead you will get better results.
AVI's are higher quality so they re-render better.
Regards,Joe

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Rick Stone

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Humble Bundle sounds like a "fire sale" and somebody got burned!
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Joe Morgan

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Yeah, TechSmith got burned. A new Customer can get Camtasia 9 and SnagIt 13 for $20.

Then upgrade both of them for $124.45 total.


So for $145.45  total investment they can get $298.95 worth of Software. Camtasia 2018 and SnagIt 2018.
Or wait for newer versions.
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jandrewnelson2

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It's probably a good thing I am not employed by TechSmith in customer service. I would be quick to tell you that lack of planning on your part does not constitute an emergency on my part.
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tdesalvo

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I wish they would have told me to check out the forums. I wouldn't have gotten so frustrated. Thanks Brent, you're a lifesaver!
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Brent Beckman, Strategy Lead

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You're welcome!  Glad to hear you got it working.