I purchased Snagit two weeks ago and now i am getting messages to update with an additional fees. What is this nonsense?

  • 1
  • Problem
  • Updated 8 months ago
I purchased snaggit two weeks ago and now am being prompted to add a maintenance package to get an update you just released.  This is a bit ridiculous - no, it's absolutely ludicris.  You should have mentioned that if i waited two weeks i would get the newest version instead of take my money and then ask me for more.
Photo of kenn.raaf

kenn.raaf

  • 1 Post
  • 0 Reply Likes
  • angry

Posted 8 months ago

  • 1
Photo of paulwilliamengle

paulwilliamengle

  • 422 Posts
  • 155 Reply Likes
I’m not sure, but I think people who purchase a product within a certain timeframe of a new version be released are eligible for an upgrade.

You may wish to submit a free support ticket and inquire about that. (Not a normal situation for tech support, I realize, but I’m sure they can route you to the folks who can give you a solid answer - one way or the other.)
Photo of Rick Stone

Rick Stone

  • 6639 Posts
  • 3199 Reply Likes
I'm sure it feels underhanded, but I'm confident that TechSmith will offer you a free upgrade. The thing is, with you purchasing two weeks ago, you were unknowingly very close to the release date. And those dates are often closely guarded. I'm sure the sales staff were well aware of the impending release but were bound by secrecy over the actual release date.
Photo of Joe Morgan

Joe Morgan

  • 9095 Posts
  • 4796 Reply Likes
If you contact TechSmith directly, I expect they will upgrade you for free?

After all, theres a 30 day return policy.You could request a refund https://support.techsmith.com/hc/en-us/articles/203732668

I don't see any reason to do that.I'm certain TechSmith is will to upgrade you to keep your money.They don't seem to address your issue in the refund policy . Thats the link I posted above.

Regards,Joe

Photo of Mike62

Mike62

  • 598 Posts
  • 167 Reply Likes
That said, when I got this new version notification I eagerly jumped to the version history site so as to check out the list of the year end voting feature requests that all made it into this new 2020 version...
Photo of Glenn Hoeppner

Glenn Hoeppner, Employee

  • 1912 Posts
  • 378 Reply Likes
Hi kenn.raaf,

If you purchased your Snagit license two weeks ago, you will find that your software key is actually valid for the Snagit 2020 release. There's a good chance your software key is visible in your account profile at https://myaccount.techsmith.com/MyProducts/Software. If your key is not already there you can "register" it manually. In either case, you should be able to verify that your software key is for Snagit 2020 on that page.

FWIW, we try very hard to release new major versions each year. If you want to stay current for the least cost, the best thing would be to buy software maintenance. It lasts for a year, is cheaper than upgrade license pricing, and entitles you to any major releases at no extra cost while your maintenance is active. There are some other benefits to maintenance like premium support and Snagit Certification.

If you decide you don't want to upgrade in the future, we continue to support older versions per this matrix: https://support.techsmith.com/hc/en-us/articles/203732728-Support-Policy-for-TechSmith-Desktop-Products

I hope this helps,
Glenn