| Author |
Message |
|
Jon
|
Post subject: Re: Free upgrade!!!  Posted: Fri Oct 30, 2009 8:31 pm |
|
 |
| Phase One Staff |
 |
Joined: Fri Jul 06, 2007 6:48 pm
Posts: 750
Location: New York, USA
|
CROXIE wrote: Aloha!
14 days ago I purchased C14Pro. Today I'm told that in order to get the latest version I must pay an additional $99.00.
Errrrhhhmmm! No - ain't gonna do that.
Take note Phase One - you have my email note requesting a free upgrade. I sent it yesterday evening (HST) and still no response from you!
Almost every software producer I know of including Adobe and Apple, has grace periods of 60-90 days. If you purchase within that timeframe, the update is free. I hope you're listening Phase One ... I am one disappointed user!
So Ante up people! Croxie, I processed your case this morning, I think you will be pleased with our response. Believe me I understand the frustration here and it's fair to say we as a company did not properly anticipate every situation and how we should properly take care of our customers. I can assure all of you we are working to correct this. After all its been a while since we've had a paid upgrade. For anyone that contacted support and received what may have seemed like a rude answer I apologize. In our position it is our job to relay the sales policies we are given... some of these policies have reconsidered since wednesday morning when the software went live. Photomonk, please contact us in a support case. I would like to review your case details personally.
_________________
Kind Regards,
Jon Gilbert
Phase One
|
|
  |
|
 |
|
Photomonk
|
Post subject: Re: Free upgrade!!! Posted: Sat Oct 31, 2009 1:41 pm |
|
Joined: Sun Sep 27, 2009 2:59 am
Posts: 22
Location: Beacon, NY USA
|
Jon wrote: Photomonk, please contact us in a support case. I would like to review your case details personally. Jon, I just filed the support case and will await your reply. Thanks
_________________
The Photomonk
CaptureOne 5.0.1 Pro on iMac using Snow Leopard, CaptureOne 4.8.3 Pro on an Acer ApireOne netbook using Windows 7, and CaptureOne 4.8.3 LE on a MacBook using Snow Leopard. Olympus E-500, Olympus E-30, and Nikon D40x all shooting in RAW
|
|
| |
|
|
|
Jon
|
Post subject: Re: Free upgrade!!! Posted: Sat Oct 31, 2009 4:07 pm |
|
|
| Phase One Staff |
|
Joined: Fri Jul 06, 2007 6:48 pm
Posts: 750
Location: New York, USA
|
Photomonk wrote: Jon wrote: Photomonk, please contact us in a support case. I would like to review your case details personally. Jon, I just filed the support case and will await your reply. Thanks Just replied 
_________________
Kind Regards,
Jon Gilbert
Phase One
|
|
| |
|
|
|
RickUrb
|
Post subject: Re: Free upgrade!!! Posted: Sat Oct 31, 2009 5:13 pm |
|
Joined: Sun Oct 25, 2009 3:49 am
Posts: 11
|
|
Phase One just contacted me...
I would like to thank them publicly for their response and revised policies.
Thank you.
|
|
| |
|
|
|
Photomonk
|
Post subject: Re: Free upgrade!!! Posted: Sat Oct 31, 2009 5:23 pm |
|
Joined: Sun Sep 27, 2009 2:59 am
Posts: 22
Location: Beacon, NY USA
|
Jon wrote: Photomonk wrote: Jon wrote: Photomonk, please contact us in a support case. I would like to review your case details personally. Jon, I just filed the support case and will await your reply. Thanks Just replied Thank you Jon and you have one very happy customer here! thanks again!
_________________
The Photomonk
CaptureOne 5.0.1 Pro on iMac using Snow Leopard, CaptureOne 4.8.3 Pro on an Acer ApireOne netbook using Windows 7, and CaptureOne 4.8.3 LE on a MacBook using Snow Leopard. Olympus E-500, Olympus E-30, and Nikon D40x all shooting in RAW
|
|
| |
|
|
|
Pete W
|
Post subject: Re: Free upgrade!!! Posted: Sun Nov 01, 2009 11:28 am |
|
Joined: Wed Feb 25, 2009 10:47 pm
Posts: 3
Location: Herts, UK
|
Glad to see Phase One have come good for you guys..  Good on you Phase One for doing the right thing.......
_________________
All the best
Pete
|
|
| |
|
|
|
Dick1
|
Post subject: Re: Free upgrade!!! Posted: Mon Nov 02, 2009 3:31 am |
|
Joined: Tue Nov 13, 2007 2:33 am
Posts: 10
|
Ok, so they fixed a couple... how about the rest of us that are getting screwed.... 
|
|
| |
|
|
|
RickUrb
|
Post subject: Re: Free upgrade!!! Posted: Mon Nov 02, 2009 4:32 am |
|
Joined: Sun Oct 25, 2009 3:49 am
Posts: 11
|
|
Did you send an email to customer service?
|
|
| |
|
|
|
Dick1
|
Post subject: Re: Free upgrade!!! Posted: Tue Nov 03, 2009 12:23 am |
|
Joined: Tue Nov 13, 2007 2:33 am
Posts: 10
|
yes I did.... 
|
|
| |
|
|
|
RickUrb
|
Post subject: Re: Free upgrade!!! Posted: Tue Nov 03, 2009 1:39 am |
|
Joined: Sun Oct 25, 2009 3:49 am
Posts: 11
|
|
Dick1,
As you haven't posted any information about your situation, all I can say is "best of luck".
|
|
| |
|
|
|
Jon
|
Post subject: Re: Free upgrade!!! Posted: Tue Nov 03, 2009 11:20 pm |
|
|
| Phase One Staff |
|
Joined: Fri Jul 06, 2007 6:48 pm
Posts: 750
Location: New York, USA
|
|
Dick,
With all due respect you purchased your Capture One 4 license 18 months ago. There is simply no reason to believe you are getting "screwed" by having to pay to upgrade to a new major release. This is completely standard for software. If you purchase Lightroom 1, you do not get a free upgrade to Lightroom 2 which released with about the same time in between. Likewise you would not get a free update to Photoshop CS4 when you purchased CS3 over a year prior.
_________________
Kind Regards,
Jon Gilbert
Phase One
|
|
| |
|
|
|
Triumph Steve
|
Post subject: Re: Free upgrade!!! Posted: Fri Nov 20, 2009 11:04 pm |
|
Joined: Thu Jul 30, 2009 6:36 am
Posts: 3
Location: Chapel Hill, NC USA
|
|
Dear Jon Gilbert with Phase One:
I also purchased C1 (standard version 4) in late August of this year, and my CD copy of the software was not only the severely scratched CD that I complained about on this forum, but the software CD was also a very early version of C1 version 4. So as I used up my one and only "free upgrade" to bring my C1 software up to 4.83 specs, I suddenly found myself unable to upgrade to version 5 within the first 3 months of my own ownership of C1. Your firm's response to my inquiry is that I can pay $99 for version 5, and I am greatly disappointed in that reply.
In contast, I can always receive a free upgrade by your competitor, Adobe, for their latest version of Lightroom, or from my camera company Olympus for their latest RAW and JPEG converter software.
_________________
Triumph Steve
Chapel Hill, NC
|
|
| |
|
|
|
Paul_E
|
Post subject: Re: Free upgrade!!! Posted: Sat Nov 21, 2009 11:49 am |
|
Joined: Tue Feb 06, 2007 8:49 pm
Posts: 2426
Location: The Netherlands
|
Triumph Steve wrote: Dear Jon Gilbert with Phase One:
I also purchased C1 (standard version 4) in late August of this year, and my CD copy of the software was not only the severely scratched CD that I complained about on this forum, but the software CD was also a very early version of C1 version 4. So as I used up my one and only "free upgrade" to bring my C1 software up to 4.83 specs, I suddenly found myself unable to upgrade to version 5 within the first 3 months of my own ownership of C1. Your firm's response to my inquiry is that I can pay $99 for version 5, and I am greatly disappointed in that reply.
In contast, I can always receive a free upgrade by your competitor, Adobe, for their latest version of Lightroom, or from my camera company Olympus for their latest RAW and JPEG converter software. I think you confuse 'update' and 'upgrade' twice in your post to create your disappointment. First, any version of CO 4 to a later release is an update and free. Second, from CO 4 to 5 is an upgrade and charged. Like Adobe products, if you need them for comparison, updates are free and upgrades not. No differences here.
_________________
Best regards,
Paul E. Steunebrink
|
|
| |
|
|
|
Triumph Steve
|
Post subject: Re: Free upgrade!!! Posted: Fri Dec 04, 2009 3:19 am |
|
Joined: Thu Jul 30, 2009 6:36 am
Posts: 3
Location: Chapel Hill, NC USA
|
Paul_E wrote: Triumph Steve wrote: Dear Jon Gilbert with Phase One:
I also purchased C1 (standard version 4) in late August of this year, and my CD copy of the software was not only the severely scratched CD that I complained about on this forum, but the software CD was also a very early version of C1 version 4. So as I used up my one and only "free upgrade" to bring my C1 software up to 4.83 specs, I suddenly found myself unable to upgrade to version 5 within the first 3 months of my own ownership of C1. Your firm's response to my inquiry is that I can pay $99 for version 5, and I am greatly disappointed in that reply.
In contast, I can always receive a free upgrade by your competitor, Adobe, for their latest version of Lightroom, or from my camera company Olympus for their latest RAW and JPEG converter software. I think you confuse 'update' and 'upgrade' twice in your post to create your disappointment. First, any version of CO 4 to a later release is an update and free. Second, from CO 4 to 5 is an upgrade and charged. Like Adobe products, if you need them for comparison, updates are free and upgrades not. No differences here. Paul, thanks for the clarification, even though its not what I hoped to hear.
_________________
Triumph Steve
Chapel Hill, NC
|
|
| |
|
|
|
James196
|
Post subject: Re: Free upgrade!!! Posted: Fri Dec 04, 2009 11:44 pm |
|
Joined: Fri Mar 06, 2009 3:50 am
Posts: 12
|
Paul_E wrote: Dear Jon Gilbert with Phase One:
I think you confuse 'update' and 'upgrade' twice in your post to create your disappointment. First, any version of CO 4 to a later release is an update and free. Second, from CO 4 to 5 is an upgrade and charged. Like Adobe products, if you need them for comparison, updates are free and upgrades not. No differences here. Not sure that is totally true Paul. Upgrades to a major release from Adobe are free if purchased within a fixed period of time. Something like 30 or 60 days. NIK software is upgrading Viveza to V2.0 in Dec and even though I purchased V1 in Sept, they sent me a note telling me that I will be upgraded free. Very generous. Phase one can come up with any policy it sees fit, but do not say that it is the same as vendors such as Adobe since it is not. I am not griping about Phase One's policy, but let's be accurate.
|
|
| |
|
|
|
