Free upgrade!!!

[Jon]

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.

[Photomonk]

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

[Jon]

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

[RickUrb]

Phase One just contacted me...
I would like to thank them publicly for their response and revised policies.
Thank you.

[Photomonk]

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!

[Pete W]

Glad to see Phase One have come good for you guys..


Good on you Phase One for doing the right thing.......

[Dick1]

Ok, so they fixed a couple... how about the rest of us that are getting screwed....

[RickUrb]

Did you send an email to customer service?

[Dick1]

yes I did....

[RickUrb]

Dick1,
As you haven't posted any information about your situation, all I can say is "best of luck".

[Jon]

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.

[Triumph Steve]

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.

[Paul_E]

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.

[Triumph Steve]

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.

[James196]

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.