Frustrating tech-support

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  • Updated 4 years ago
  • (Edited)
We bought Camtasia and SnagIt through Trivantis together with the product Lectora. Last month I had a disk crash and I ca't reinstall the products I bought becaus Tech Support can't find my billing-history! There's only one conclusion, worse that this is not possible. I tell anyone I know here in Holland to avoid this company and their products!
I'm really furious to be denied the product-keys because 'they can't find it', allthough I bought the products. I've never seen this sort of 'tech-support' in the ICT-industry and I've working in ICT for some 34 years. So, this really is a negative record... Wow, unbelievable...
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Gert Bras

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  • furious

Posted 4 years ago

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kayakman, Champion

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I can understand your frustration

For future reference, and, as a best practice, perhaps keep all product keys in a safe file location?

I keep mine in text files on external hard drives, in an Access database, in Excel spreadsheets, etc.

Takes a little front-end discipline, but worth it when you need to grab an old key

JMTCW
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Joe Morgan

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Hello Gert,
Your problem made me curious to be honest. If you purchased  Camtasia and SnagIt through Trivantis together with the product Lectora.
Why can't you acquire proof of purchase through them?

That's who I would be the most upset with if it were me. I would think the responsibility lies with Trivantis.
If you can prove you own Camtasia and SnagIt I don't see any reason why TechSmith wouldn't work with you.

This is just my opinion and I'm not affiliated TechSmith.  I say good luck to you and I wouldn't tolerate any stonewalling from Trivantis. If they took your money there is a  digital trail of the transaction somewhere. 

Regards, Joe
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Manny Carvalho, Champion

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The folks at TS customer support I find are one of the best in the business. However, they can't help without proper documentation.  It's hard to imagine that your company has not developed a procedure for properly recording your licenses.  May I suggest that in the future your company develops that along with a procedure to image your drives so that they can easily recover from disk crashes.  There should be no trauma at all recovering from such events in a professional setting.  Good luck proving that you own these licenses.  It might be difficult without proper documentation.
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Kelly Mullins, TechSmith Employee & Helper

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Hi Gert,
I'm sorry for this trouble and I know how frustrating this can be.

However, Joe is correct. If you made a purchase via Lectora, please contact them directly to get your product keys. I'm sure you can understand that we are two completely different companies and we don't have any communication/databases/keys/etc in common.  In fact, the versions of Camtasia and Snagit that are installed when you install Lectora are completely different software builds than what you would get from downloading from the TechSmith website.

So to be clear, we have absolutely no key or customer information from any Lectora purchases. Therefore, please call Trivantis to get your purchase history and your install information. When you reinstall Lectora, THEN during that installation process, you will also be able to install YOUR version of Camtasia and Snagit.

I hope this brings some clarity and understanding to your situation.

Now, about your post in general. I welcome you to please edit your original post. The Community "rules" expressly prohibit name calling/personal attacks, etc. The content of your post **might** be useful to others who are looking for the same kind of help in the future. However, your tone and name calling is grounds for your post to be removed. I would rather you revise your post than remove it. Would you please  consider making your post compliant to the community guidelines? I would appreciate that very much!

I hope this information helps your situation.

Kelly
User Assistance
TechSmith
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Gert Bras

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This is the message I got from Trivantis on january 22:

**************************************

Gert,

Those two patches are what Techsmith provided to us.  You can uninstall and re-install  the Lectora software, Camtasia and Snagit along with their folders and do a reinstall. Uninstall Lectora by going to the Add/Remove Programs in the Control Panel, uninstall Lectora.

If you have Lectora Inspire make sure that  uninstall Snagit, Flypaper and Camtasia. Then go into the C: drive folder  "Program Files" and delete the Trivantis folder.  Also delete the Techsmith folders as well.  Once you delete everything related to Lectora, then reinstall. 

Then download the patches again after the install if you have to.  If that doesn't work, I would recommend contacting Techsmith Technical Support.

**************************************

So... It did'nt work and I connected to TechSmith. And of course I have my info on buying Lectora at Trivantis. And Camtasia and SnagIt were included. So I paid for them, at Trivantis. What can I do more?! Shoot me... But if I pay for a product and the key is not given when I need it because of a harddisk crash, what can I do? That why I am furious about this 'treatment'... As I said, the worst ever... And of course I've written Trivantis about it but they don't give product keys from their business partners. Which sounds logical to me...

And yes, I understand some of you don't like this post. I don't call names and I don't use names. But... @Kelly Mullins, you start to mention the name of Joe, I did'nt... And obviously you have'nt really checked the way you communicate as a firm but this is the only way I can post a message. There is no emailadres mentioned anywhere on your site or at personells infopages etc. And I can't call 0800-numbers from Holland.

For me this is not a Social Media-thing where everything is nice, beautiful, glancy and smiley. I'm very angry and upset about what is happening here and the way I'm treated by You. If I buy a product through a reseller or partner or what ever I can normally trust I that can rely on the tech support from the vendor. Checking and hinting to your partner/reseller is a loose way to avoid your responsobility!

So if you don't like the way I write or act than maybe you should start with some introspection about your own company and the way you treat customers. Or not. And yes, you can kick me out of this post but be assured I will mention You and Your behaviour in all my blogs and articles. I am really very upset about how you treat this situation...

And to all of you... Thanks for your understanding. Of course I have proof of purchase of the Lectora-product at Trivantis, and they acknowledge it as you can see from their email to me. That's not the issue. Somehow, Camtasia and SnagIt should be installed together with the Lectora-product and that's just about whats not happening. I reinstalled Lectora but Camtasia and SnagIt won't come along and they keep asking for a product-key. Trivantis does'nt have it and reports a problem on this issue which is for TechSmith to solve. So beat me... Bit I only work with products that are legaly paid for and for that I rely on good faith for support and technical assistance. Which is my right, I assume...

Gert
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Kelly Mullins, TechSmith Employee & Helper

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So, did you do a complete uninstall of Lectora, Snagit, and Camtasia? Just as their Technical Support said?

"If you have Lectora Inspire make
sure that  uninstall Snagit, Flypaper and Camtasia. Then go into the
C: drive folder  "Program Files" and delete the Trivantis folder.  Also
delete the Techsmith folders as well.  Once you delete everything
related to Lectora, then reinstall."

Then, you did a reinstall of Lectora, choosing at that time to reinstall Camtasia and Snagit?

And, after you did you reinstall process, did you run the software patches that Trivantis support gave you?

Kelly
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Kelly Mullins, TechSmith Employee & Helper

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Just as a follow-up, I see our support did offer you a Camtasia Studio key if you send them a copy of your invoice showing your purchase of Lectora. However, they have not yet heard back from you.

Please let us know if we can be of more help to you concerning this matter.

Kelly
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Gert Bras

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I've put the request for the invoice&payment at accounting and awaiting their answer. We know it was in february 2013 so that narrows the term for search. I'll get back to you when I have the invoice- and/or payment-info... Don't worry, it's there allright...
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Gert Bras

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I've sent prove of payment to Joe by email... I'm waiting for the invoice from Trivantis based on the payment-info. The invoice appears to be missing... But the payment of $1250 to Trivantis for Lectora and Camtasia has been made. FYI
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Mr. Tom

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What is our teachable moment, boys and girls? Avoid the middleman.