Frustrating Purchasing & Maintenance Key Procedures

  • 1
  • Problem
  • Updated 5 years ago
In a nutshell: For Snagit, the process for purchasing and understanding what I need to apply maintenance keys is totally and unnecessarily confusing and frustrating.

1. I cannot order via a credit card online...please get into the 20th century (21st would be better).

2. The email I get assumes that I am installing an upgrade. There is no way to apply the new maintenance key to the software. NO WHERE is there an explanation of what to do if you already have the most current version. If I do an upgrade more than a week into the future I will have to take the time to find my email or call TechSmith to get the key. EVERY OTHER SOFTWARE ALLOWS ME TO APPLY NEW KEYS (MAINTENANCE OR PRODUCT KEYS) TO THE SOFTWARE SO IT IS EASY TO REFERENCE AND CAN AUTOMATICALLY USE THE NEW KEY TO VERIFY I'M ELIGIBLE FOR THE UPGRADE OR MAINTENANCE I PURCHASED.

It's too bad I wasted and hour to figure this out. On a scale of 1 to 10 I'd give your product a 5 because of the time spent and frustrations I endured. Please improve your purchasing and licensing procedures...it would make a great product even better.

Steve
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stevesbe

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  • frustrated

Posted 6 years ago

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Kate Cansfield

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Hi Steve, Thanks for your feedback.  We are actively working on improving our maintenance renewal process so you can renew your maintenance agreements online.  I am sorry that this was such a frustrating experience for you.  Please know that it is a priority for us to improve this process.  For the Snagit key update issue that you encountered, unless there is a new version of the software out since the last time you renewed (if you were still on Snagit 10 and upgraded to Snagit 11)  and you upgraded to that newer version, you shouldn't be required to re-enter a key.  If there is anything else we can do for you, please let us know! Thank you! Kate
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steve.mack

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We too are very frustrated by the process of getting new license keys for upgrades paid for under maintenance.  This should be automated by the product and/or the upgrade installer, as it is for most products, as you have all this information at your disposal.  On top of that omission, I can't find any way online to get upgrade license keys for Snagit 12 despite a lot of time searching around your site and community forum.  Then, when I call for support your phone system repeatedly says "No one is available to answer your call at this time" and hangs up, although it is 12:16 PM Central on Monday Oct 6, 2014 - not a holiday as far as I know.  Your comment six months ago above indicated that improvements were underway in this process.  Please consider giving this major customer irritant higher priority - soon.
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Casey S., Customer Success Manager

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Hi Steve,

I totally understand your frustration. Typically the contact person under a maintenance agreement will be emailed their key when a new release comes out.  I am emailing you directly to investigate the specifics of why you did not receive that email.

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