Techsmith maintenance contract for Snagit (MAC) and for Camtasia (MAC)

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I shortly did renew my Techsmith maintenance contract for Snagit (MAC) and for Camtasia (MAC). In my Account=> Products I can see all the older software licenses and the new ones. Since the renew date in this account there was also the maintenace contract with its respective number. But since I did renew this maintenance contract, everything related to them disappeared from my account. I did contact Techsmith on that problem and they explained they are working on this new future (?!) for all accounts. But this does not make any sense, because all that time, since I became customer, this feauture was part of the structure of my account. When explaining this situation to the sales support on telefone the man just started repeating himself. I already sent e-maile asking for a logical answer, unfortunately in vain.
I would, please, like to know from other Techsmith customers, those who have a maintenance contract, whether you can see your contract in your respective customer area.
Thanks a lot for your information.
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Video for eLearning

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Posted 2 years ago

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Robert R., Online Community Admin

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Hi there!

This is certainly not the expected behavior, as such would you be opposed to opening a support ticket (or, if necessary, I can open one for you)? Doing so would allow us to communicate privately, which would be best as we would need to get some personal information (account ID, maintenance agreement number, etc.) that does not belong in an open forum. Once we have that information we can look into whether this is a widespread issue or if this is isolated to just your account.

Thanks!

-Robert
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Hi Robert!

Interesting behaviour teaching did you send me using this public channel as well.

This is certainly not the expected behavior, as such would you be opposed to use my e-mail to contact me on that matter as you find that does not belong in an open forum or something like that. Anyway, thanks for your interest.

By the way, did you had a short look on my CRM files within your company before sending me this replay? If yes, you must have seen, that there must be all my interactions on that matter. In doing so you would have find out that I already did contact the sales and the support on that matter and also you have seen their reactions and could compare with the result. Your company also has my account number and e-mail addresse for communication if you would really is interested in know all the reasons for my search for solution in this public channel. Your company argues that it is not possible to make my product appear in my online account. But for more than one year the old one maitenance contract number was there, together with the other products I did buy. 

I want to avoid time costly explanations and researches each time I make use of the paid support. If your company offered me to see all my products in my account, why I can no longer see this one product? What is the reason? Your company argue that it is a technical one. It does not sound logical to me.  This is why I want to find out whether other customers have a maitenance contract and if they have the problem like I have. Only here in this channel is possible to post such questions.

You did show yourself interested in my case, but until now I did not hear from you again. You was proactive in sending me your replay. That was all. 

The support also just forgot again my problem. The situation remains like it is since I started looking for a solution. My maintenance service  ist still not in my account. Interesting ist also the fact, that the old maitenance contract also disappeared from there.  I am luck that my Camtasia and Snagit contracts appears there and I have the prove that I did buy and also paid for the current maitenance periode of time.

Do you want to have more details regarding my frustation with the paid Maitenance Service? Contact me using my E-Mail which is well know to the support as well to the sales department.

Thanks!

Adalberto