Why did Snagit for Mac revert from paid to trial?

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  • Question
  • Updated 6 years ago
  • Answered
  • (Edited)
Are you KIDDING ME that if I update my Snagit software –– something EVERY COMPANY ALLOWS YOU TO DO, IF YOU PAY FOR THEIR PRODUCT –– from Version 1.0.4 to Version 2.0...that it invalidates my license & becomes a trial version again?!?!?! You guys are a bunch of crooks!
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Adam McCollum

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  • pissed!

Posted 8 years ago

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Jason Lantz, Employee

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Hi Adam,

I'm sorry that you're frustrated, and I can certainly understand where you're coming from. Hopefully I can clear things up a little bit for you by explaining more about the update.

You're absolutely right that most software comes with free updates, but these are typically minor or maintenance updates. These smaller upgrades are noted by a revision to the second or third digit of the application's version number. In Snagit's case, we released version 1.0.0, and later provided free updates to versions 1.0.3 and 1.0.4.

Major updates, on the other hand, typically require that a new license is purchased for the software. For example, Apple charges customers for all major upgrades of their software, such as OS X, iLife, iWork, Final Cut Pro, and so. It's the same with other popular software applications as well, like Adobe Photoshop or Microsoft Office.

Snagit on Mac 2.0 is a major release.

So what's different isn't that we're charging, it's how we're notifying you about it. Once a major version of a software application is released, previous versions typically do not receive any additional updates. The customer's are then notified about the new version of the software and how to get it by way of marketing. We decided to try to make this process easier for our customers by allowing them to upgrade to the new version of Snagit without having to go search for it on the web.

That said, I can definitely understand that sending our major upgrade down through the normal update process causes you to expect that it would be a free update. We obviously didn't do good enough of a job communicating clearly. You're not the first one to be confused by this either, and we apologize for any frustration it has caused you.

In the future, we'll be sure to be much more clear!

The good news is that customer's who purchased version 1.0 are eligible for 50% off up the upgrade. Learn more here: http://www.techsmith.com/upgrade/snagit/

And if you'd like to find out more about what's new in Snagit on Mac 2.0, you can learn more here:
http://www.techsmith.com/snagit-mac-f...
http://www.techsmith.com/tutorial-sna...

I hope you found the above information useful, and we sincerely appreciate your feedback. Hearing from customers like you is big help towards informing our decisions.

Thanks for checking in with us!
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Adam McCollum

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I hear you, but my bigger problem is I just bought this program...and I'm already being informed it's passé andI must upgrade...for more money! You should tell people in advance that you have a major release coming so they can decide for themselves to purchase or wait for the new version...not allow you to make the decision for them. Someone who buys the version today––not long after my purchase––automatically gets the new version, where as I am paying double. Can you tell me what's fair about that?
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Geir

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Hi I bought Snagit 10 last week. Today I got an E-mail from Snagit about VER. 11. I Have now downloaded Ver. 11 I pasted in my license key. Everything is perfect, I did not have to pay more money. Thank you
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Jan-Christoph Ihrens

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Hi Adam,

who told you that you *must* upgrade??? I'm sure you can use version 1.x forever and a day... ;-)

Cheers,
Jan
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MikeFilsaime

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You say it causes confusion and we are not the only ones complaining. Yet 2 years later you are still doing the same thing. Telling people there is an UPDATE in the same app which we all do these days like with an app on iphone and we do not think twice. Then you overwrite our working software and put a trial version on.

This is deceptive and what is more sad, is you guys KNOW you are doing this for a profit forcing people to lose what they paid for only to be forced to update. 

Guys you should be ashamed. 
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John Hoban

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OF COURSE they knew what they were doing. I probably would do it too. I don't remember the fine print, but it's like you said. We expect free upgrades these days.
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Melissa Benson

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Yeah, kind of a bummer and caused unnecessary confusion. Having to pay for upgrades its pretty lame. And it doesn't even look like there is a lot of new (cool) stuff. Some simple video editing and better editor? Eh. I'll end up paying the 15 bucks though (education pricing).

One question before I get screwed here....I don't remember getting a key and if I did I'm not sure I can find it again. If I pay for the upgrade will I need the OLD key or just the new one they email me?
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Zahir Palanpur

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We had the same problem here. It looks like they positioned it as an update and not as a paid upgrade request. Caused unnecessary challenges and frustration for our team here. 
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Jason Eagleston, Employee

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Official Response
Hi Mike, 

I apologize for the confusion and misleading behavior. TechSmith prides itself on integrity and we continually strive to treat our customers with the utmost respect. With the most sincerity I can convey, our intent was not that of subversive methods to trick anyone into purchasing this new version nor lose access to what you paid for. 

The reason for delivering this paid upgrade via the normal update mechanism is to reduce as much friction to existing customers to give the new version a try. Additionally, the support for "side-by-side" installations on the Mac platform is a largely unsupported and undefined capability, which also was a contributing factor to this decision. 

The steps we took following this thread (starting 2 years ago) were two-fold. One, during the upgrade notification process we included a warning that the update being installed would temporarily take you into a trial period to allow you to evaluate the new upgrade:



The second step, and the more important one is giving you the ability to "revert" to your paid version if you aren't happy with the newest version or decide not to purchase. This can be done as seen here: 



Again, I do sincerely apologize for the misleading nature of the update process, and please let me know if you need assistance reverting to your paid 2.0 version. 

Thank you, 

Jason Eagleston


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Jason Eagleston, Employee

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I apologize for not mentioning our plans going forward to address this confusion. We will be investigating solutions to this problem to eliminate the misleading nature of the update process. 
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Bob Cozzi

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Jason, here's the issue for me. I've been buying Snagit for Windows for a decade or longer, and the Mac version since it was released. No problem there. What I have is now I've instituted Snagit for Mac on my Client machines (they purchase the license) and it auto-runs at boot up. They are just "dumb users" not technical and when they have a support issue with something, I have them grab a screen capture using SnagIt and email it to me. This stealthy UPGRADE will now be costing us a lot more than $20 or whatever it is, since when they do that on their Macbooks, they're going to call me to say "WTF with the Trial?"  So while the word UPDATE and UPGRADE are different, they "look" the same to the end-users. The good news is, I have to go to the Bahamas in person to "fix" their issues; the bad news is, the cost of the airfare is going to far exceed the snagit update, I mean upgrade.
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James Routley

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I don't think auto-upgrading people to a free trial of the new version and then forcing them to pay or revert is a good approach. I like to make my own choices when to incur expense. The 'Revert to previous version' option failed for me (error message ~ Snagit failed to close down successfully) and now the revert option is gone and I am left with a trial.

Technical support have told me I must uninstall SnagIt for Mac V3 and reinstall V2 with my old key. This is a lot of hassle I didn't ask for.

In addition, I asked whether my previous captures and custom stamps will be retained by this re-install process and I'm informed that 'they should'. I'm not actually sure that uninstalling an application should keep my data, but ignoring that the response is not very convincing.

I have always liked and recommended TechSmith products but this has damaged your reputation in my eyes.

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mjkemp

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Jason,

I'm like Bob, above - been buying Snagit for Windows for a decade or longer, and the Mac version since it was released. Snagit has been one of my favorite pieces of software forever, and I used to have complete faith in Techsmith. I was royally ticked after clicking the update button and seeing I'd been forced to the new version. This is a terrible business practice. I've run a lot of software projects and this reminds me of some developer's "great idea" that never got thoroughly thought out.

For example, unless and until this practice changes, I will not be able to recommend Snagit (or Jing, etc.) without adding a "caution." And I don't mean that to sound like a "threat" or remonstration, I mean it as feedback for you, to bring to your team.
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Zahir Palanpur

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Jason, this practice really needs to change as it wastes a lot of our time. I had team members deleting the software or moving to something else. Now I have to go back and make sure we are all back on the version we had by reverting back. 
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James Routley

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I ended up paying for the upgrade as I just didn't have time for the uninstall/reinstall as suggested by support. I was in a pinch and I truly resented being in the situation. I suppose I've gone down in the statistics as a successful conversion, but actually I'm now less likely to put TechSmith products in anywhere else.
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Zahir Palanpur

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Also, are you really serious about that arrow pointing to that tiny revert button? 
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John Hoban

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This reply was created from a merged topic originally titled
Question about upgrading.


I upgraded, now it says my Snagit is a trial version. I don't know where the friggin key is. Didn't think I'd need it. Nice upgrade software. Smooth. How about a warning next time if the upgrade can't tell I own it already? Now what? You know, I wouldn't have bothered upgrading. It worked fine, in fact great. Love your product. Hate your upgrade software.
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Melissa Benson

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Crap..I'm not sure where my original key is either..good thing I looked at this before upgrading. Can anyone point me in the right direction to upgrade when I already am using a paid version but can't find my key?
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Melissa Benson

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Oh, wow..I actually found the original key. However, when I purchased the upgrade it emailed me a new key, which worked. I didn't need my old one?
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techshaman

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I inadvertently clicked update, not realizing this was a paid upgrade. I have attempted to revert from the new 3.x trial to my paid 2.x version and now it crashes repeatedly and won't launch at all. The last downloadable version I had access to was 2.1.7 so I also tried that, but it crashes infinitely. Any way I can download the last 2.x version and resolve the crashing so I can get back to work? Thanks!
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Daniel Foster, Snagit strategy lead

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Hi TechShaman - you can download old versions from our site. Snagit 2.3.0 was the last 2x version. If you still run into crashing, though, please open a support ticket so our team can fix the issue for you.  
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techshaman

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Replacing the existing .app file with version 2.3.0 resolved my crashing and I seem to be back in business. Thanks much for the fast reply.
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Melissa Benson

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This reply was created from a merged topic originally titled
Snagit updated and is now telling me I'm using a trial adto enter in my key again.


I've been using snagit forever (bought it through the mac app store or whatever) and I turned on my computer this morning and snagit was updated. New icon and everything. I tried opening it and it told me I was using a trial and to enter in a key to activate it. It was already activated. I don't know where the key is, I think I just bought it from the mac app store. Why is it telling me I'm using a trial now???
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Marc

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This reply was created from a merged topic originally titled
I open Snagit the program is saying I am on a trial -is asking for license number though I have purchased and installed it previously.


When I open Snagit the program is saying I am on a trial and is asking for license number even though I have purchased and installed it previously
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Darren

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I just received the update window for SnagIt and (as with most updates) I simply went through the update without thinking and now the Revert option does nothing! How do I revert? Seriously, the "revert" option in the splash window when the updated version opens doesn't do anything. It doesn't even quite the app. I use this daily (hourly) and need for this to revert asap!
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mjkemp

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The only thing that worked for me was to uninstall the new version, then download and install the old version http://www.techsmith.com/download/old...
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mjkemp

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Notice this thread began 2 years ago, and they're still doing the same incredibly stupid, counter-productive thing. The first response, 2 years ago, included "We decided to try to make this process easier for our customers by allowing them to upgrade to the new version of Snagit without having to go search for it on the web. " This is total horseshit... no reputable company makes their loyal customers "search" for upgrades "on the web," they have an intelligent, respectful process in place that makes it easy.
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Darren

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Thanks for the link mjkemp, but since the new version completely overwrote my old version, I have no clue which version I was running. Which version was the one before the decided it was a good idea to sneak in a paid upgrade?
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mjkemp

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Can you find the email they sent when you purchased? The subject line on mine is "TechSmith Order Number xxxxxxxx"
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mjkemp

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Darren, did you see related article https://feedback.techsmith.com/techsm...
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uziclip

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This pisses me off. This is a scam and they know it. Software companies are doing this type of "trick-you-with-an-update-force-an-upgrade" a lot now because they know a lot of us cannot find the old key and don't have time to uninstall/reinstall our old version. They know some will complain, like us, and they know, in the end, 6 out of 10 forced upgrades is better than giving us a choice and getting 3 out of 10. If you ever subscribed for a service and got the first three months free. Then forget to unsubscribe and they start charging you find a $24.99 charge on your card...that is on purpose because they know you will forget and a one-time $24.95 is better than $0. They give you an already scripted apology/explanation but the still got your money, or you got the aggravation of a uninstall/reinstall.
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dc99218

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I also installed the upgrade without noticing that it wasn't a free upgrade. When I click the revet button it does nothing.

Pathetic yet not surprising scumbaggery.

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