SnagIt 3.0 Paid Upgrade - No thanks

  • 5
  • Problem
  • Updated 5 years ago
I have been using Snagit since 2008.   This will mark the fifth time I've paid for SnagIt or an upgrade.  I've also purchased Snagit for work with two different employers.  I'm tired of paying for this product.

Snagit was a great tool on the PC.  I switched to OS X/Mac about the same time as SnagIt for Mac for was released.  It was a horrible, buggy imitation of the Windows version and didn't have the same feature set.   I held out, hoping that the product would substantially mature. 

So yesterday I decided to fix a problem where "Run As" was showing two different versions of SnagIt installed on my Mac.   I uninstalled Snagit 2.2.2, downloaded a clean copy and was hit with an invalid license key message.   I went into my archives and tried every SnagIt key I own.  None of them worked. 

Apparently you have a new 3.0 version which you claim is a "major upgrade" and I need to pay yet again.

I'm sorry, but I tried the new version and it doesn't fix the problems I had with 2.x.   Nor does it offer a substantial set of features to warrant collecting more money from your loyal customer base.   This appears to be a grab for cash.

Looking at the "What's new" page on your web site.   You offer some video editing capability.   Eventually I will have paid you enough in Snagit upgrades that I could have purchased Camtasia.   If I wanted to edit videos, I have Final Cut Pro for that, thank you.

Next you highlight the "improved capture experience".  Wonderful.  Now we can change the size of the capture area.  I won't mention any product names, but there are robust FREE screen cap tools that offer this very basic feature.

Finally the other "big upgrade" is the improved editor UI.

Here's your screen grab from your web site for the 3.0 UI.

https://dl.dropboxusercontent.com/u/19817130/Snagit3UI.png

Here's my corresponding screen grab for the 2.2 UI

https://dl.dropboxusercontent.com/u/19817130/Snagit2UI.png

As a consumer and loyal TechSmith customer for six years, I feel that you've lost focus.  This was a horrible upgrade experience.  I didn't receive any email notification that an upgrade was available.  Additionally the upgrade lacks substance.

I'm seriously disappointed in the product and the decision to charge for this minor update.

Sure, I could stay with the buggy 2.2.2 version indefinitely, but for the amount I've invested in SnagIt, I think it's time to look for alternatives.

Photo of brucem

brucem

  • 3 Posts
  • 2 Reply Likes
  • unimpressed

Posted 5 years ago

  • 5
Photo of Michael Erb

Michael Erb

  • 5 Posts
  • 0 Reply Likes
You forgot to mention the "Snagit Upgrade Maintenance" for  the low low price of $12.49 to give you "One Year of Free Upgrades, Priority Support and Volume Discounts". So if I don't purchase this add-on, it is implied that I won't receive free upgrades?

Sorry  TechSmith, you've just lost a customer and I'll be recommending other avoid this product now too. You've become greedy and I refuse to pay such an exorbitant amount of money for this incremental upgrade. I've owned this for years. I gave up on Camtasia in favor of ScreenFlow and I will be giving up on Snagit for more reasonable solutions.
Photo of Jennifer Bedford

Jennifer Bedford, Official Rep

  • 424 Posts
  • 48 Reply Likes
Hi Michael,
I'm sorry you are disappointed with the new Snagit release.  However, we know that not all releases are for all users.  We are already reviewing the feedback that we've received so far from version 3 and talking about what we want to do to address any of our customer's issues and concerns for any version 3.x updates.  Please note: only major releases (version 2.x to 3.x) are paid upgrades.  Any releases within a major release (3.1, 3.1.1, etc) are free to anyone who is in that major version number. 
Photo of Bob Cancilla

Bob Cancilla

  • 56 Posts
  • 1 Reply Like
Jennifer,

Techsmith has gone to the dogs it seems.  No more great video tutorials that were focused on specific topics, money hungry marketing people gouging customers every chance they get.  $24.95 for nothing in the 3.02 upgrade, plus $12.95 for a year of maintenane?  What is that?  And then instead of free plugin libraries of images you want to charge $20 for those too! 

This is really a sad state of affairs and a great company is flushing itself down the toilet!  I just paid for the upgrade, but I'm going to be looking for alternatives and that includes my licenses of Camtasia as well as Snagit! 

I loved TechSmith as much as I did its products!  Now you have destroyed everything your founders worked so hard to create!.
Photo of Michael Erb

Michael Erb

  • 5 Posts
  • 0 Reply Likes
Well I can suggest taking a look at ScreenFlow as a Camtasia replacment. It's a very capable program that I prefer over Camtasia.

As for a Snagit replacement, I use Skitch for a lot of things that I could also use Snagit for. Skitch is a very cool program.
Photo of Jennifer Bedford

Jennifer Bedford, Official Rep

  • 424 Posts
  • 48 Reply Likes
Hi Bob,
I'll try to address your concerns in order. 
- We do still offer video tutorials, those can be found here: http://www.techsmith.com/tutorial-snagit.html.  They continue to be free.
- The upgrade is not required and you are more than welcome to continue using your current version if you prefer.  Maintenance is also optional.
- We do still offer free plug-ins (available here: http://www.techsmith.com/snagit-accessories.html) as well as stamp libraries (available here: http://www.techsmith.com/snagit-accessories-stamps.html).  We have some new free stamp sets that will be available this summer.  In addition to our free stamps, we are now offering a partner's stamp/asset sets (SuperStamps) for sale through our store, but all TechSmith assets continue to be free.

Last week we announced that we have a new release coming in July that will include some updates and requested changes from our 3.0 feedback.  More information is available on our blog:http://blogs.techsmith.com/news-events/webcast-sneak-peek-snagit/. As always, we try to listen to our user's feedback and get updates out as quick as possible to address any issues.





Photo of brucem

brucem

  • 3 Posts
  • 2 Reply Likes
The lack of substance in the upgrade is what bothers me most.   Making the editor background a darker shade of grey hardly qualifies as a "reimagined interface".  

Minor correction in my original post.   I've been a customer since 2007.

I found a very nice screen cap tool that is completely free and does everything I need.  The complete lack of response from TechSmith confirms my decision to look elsewhere.   I'll be referring my clients to other companies for desktop media tools going forward.   TechSmith is not the company it once was.

Photo of Jennifer Bedford

Jennifer Bedford, Official Rep

  • 424 Posts
  • 48 Reply Likes
Hello Bruce,
I'm sorry to hear you are unhappy with the new release.  As I mentioned to Michael, we are already reviewing feedback and looking at what we need to work on for upcoming minor releases.  Hopefully one of our future updates is a better fit for your needs.
Photo of michael

michael

  • 1 Post
  • 0 Reply Likes
Just purchased SnagIt a month ago and they want me to pay $25 to upgrade it?? Ridiculous...I am now leery of TechSmith  as a company. We have all seen software companies that come out with updates and use them to fleece existing companies. I have been recommending SnagIt to people, but don't think I will anymore now that I see this practice.  They should treat their existing customers a little better than this!!
(Edited)
Photo of Jennifer Bedford

Jennifer Bedford, Official Rep

  • 424 Posts
  • 48 Reply Likes
Hi Michael,
If you purchased Snagit within the 30 days prior to the new release, then you are eligible for a free upgrade to version 3.  Please contact our Customer Service team so they can assist you: 1.800.517.3001. 
(Edited)
Photo of xw0rm

xw0rm

  • 2 Posts
  • 2 Reply Likes
I will refuse to pay for this upgrade too. Upgrades should be free. End of story.

One more lost customer.
Photo of Jennifer Bedford

Jennifer Bedford, Official Rep

  • 424 Posts
  • 48 Reply Likes
Sorry to hear you this upgrade does not fit your needs.  As has always been our policy, all updates to our products (2.1, 2.2, 2.0.1, etc.) are free for current users, but a new release does have a reduced upgrade cost.
Photo of Eli Katz

Eli Katz

  • 1 Post
  • 1 Reply Like
while I understand that companies need to charge for "major" upgrades in order to support ongoing development, I really don't see what the major upgrade is. I already paid for camtasia, so I have video capability, I have a separate license for snagit pc and quite frankly you haven't made any real improvements in the mac application itself. it still lags far behind the pc version. 

if you want to be a 'pro' app, then provide some 'pro' functionality in the image editing component. it's 2014 and the world has changed. the amount of free screen capture tools with robust functionality has grown drastically.

I will not be spending $25 to upgrade. I don't see a single new feature or improvement that convinces me this is worth $25 (new logo notwithstanding) .
Photo of Jennifer Bedford

Jennifer Bedford, Official Rep

  • 424 Posts
  • 48 Reply Likes
Hi Eli,
Sorry the video trimming and interface updates in Snagit 2 are not a fit for your needs.  As always, this is an optional update for current users.  You are welcome to continue using Snagit 2 as long as you like.  Please keep an eye out for any new updates that we do in the coming months - perhaps one of those will be a better fit for you.
Photo of xw0rm

xw0rm

  • 2 Posts
  • 2 Reply Likes
I have the Mac version of Snagit. This new version adds nothing that warrants the $25 'upgrade' fee. I'll use Skitch instead. It's free and does everything that Snagit does.
(Edited)
Photo of Jennifer Bedford

Jennifer Bedford, Official Rep

  • 424 Posts
  • 48 Reply Likes
As always, this is an optional update for current Snagit users.  I'm sorry it does not fit your needs.  Hopefully a future update will be a better fit.
Photo of toddhuish

toddhuish

  • 1 Post
  • 0 Reply Likes
@xw0rm you rule. This is exactly why I descended into this thread. I need an alternative because this is the last straw, although, I tried Skitch and it didn't work. I then got Voila for my mac and Screenspresso for my windows box got me squared away.

@Jennifer, I dearly hope this information gets to someone who can do something about it. I use Snagit every single day. Since '09 I've used Jing and Jing Pro but got pushed along to the Snagit upgrade, so a long time customer. Overall it was fine. I was annoyed at the Jing Pro phase-out but stuff happens. Then snagit broke the other day so I uninstalled and, unbeknownst to me, installed Snagit 3 which Techsmith wanted me to pay for. So I look to see what's new....and nothing. It's a total cashgrab. There's not a single new feature added and AND now it won't capture video anymore. Everytime I try, it crashes. This is not a step forward. While we're at it why doesn't the windows edition zoom on preview anymore and the new screencast.com updates makes it look like a monkey's behind. C'mon...you're a better company than this.
(Edited)
Photo of Paul Riley-Gledhill

Paul Riley-Gledhill

  • 2 Posts
  • 0 Reply Likes
I'm another disgruntled user. I've been a customer of Techsmith since SnagIt 7 (2005/6) and, having moved to the Mac, I bought Snagit again about 10 weeks ago. Using MacUpdate, I updated Snagit to the latest version and went to use it today and was asked for a product key. I entered it and was told it was invalid. I can of course buy another upgrade (after 10 weeks!) but I absolutely refuse to do so. If you only provide 30 days of free updates it is a poor show especially when it is your decision as to whether an update is major or minor regardless of the scale of improvements.

If I had bought 6/7 months ago, I may have parted with the cash to upgrade but I'm sure you already knew v3 was about to be released when I bought your software 10 weeks ago so to not offer a free upgrade to this version is poor service and I feel like I am being fleeced by Techsmith so I am now looking elsewhere unless you can fix this. 

Paul
Photo of Casey S.

Casey S., Customer Service Representative

  • 13 Posts
  • 1 Reply Like

Hi Paul,

When you purchase a license, every minor update to that license we release is free (2.1 to 2.2, for example).  We typically only have a major release for a product every two to three years, and those major upgrades are not free (the jump from SnagIt For Mac 2.0 to 3.0, for example).

That being said, since you did purchase so close to the SnagIt For Mac 3.0 release, I absolutely understand your frustration.  I am actually emailing you directly to discuss this matter further.

This conversation is no longer open for comments or replies.