Moving up from version 9 to 10 in 5 weeks

bjwp · Post by **bjwp** » Sat Apr 22, 2006 2:20 pm

I have only upgraded from version 8 to 9 five weeks ago. There was no hint of version 10 being in the pipeline until now. Does ULEAD have a fair trading policy to cover this or am I expected to pay again for version 10.

michaeltee · Post by **michaeltee** » Sat Apr 22, 2006 3:21 pm

bjwp wrote: I have only upgraded from version 8 to 9 five weeks ago. There was no hint of version 10 being in the pipeline until now. Does ULEAD have a fair trading policy to cover this or am I expected to pay again for version 10.

As I recall, you can apply for a refund within 30 days of purchase through Element 5 (assuming you purchased VS9 online through Ulead Mall). Even though you're beyond the 30 day limit there's no harm in contacting Element 5 to plead your case. What they normally do is forward such requests to Ulead. Once Ulead has made a decision (usually within a few days) you'll be notified via email. I've occasionally found myself in your situation with other programs. In most cases the publishers have expressed their regrets but said they have to draw the line somewhere. I hope it works out for you

bjwp · Post by **bjwp** » Sat Apr 22, 2006 4:55 pm

Gratefull for your interest Michaltee. I have e-mailed a query direct to ULEAD and will post the outcome in due course.

michaeltee · Post by **michaeltee** » Sat Apr 22, 2006 5:11 pm

bjwp wrote: Gratefull for your interest Michaltee. I have e-mailed a query direct to ULEAD and will post the outcome in due course.

No prob bjwp! I definitely prefer the "one-year upgrade protection" policy offered by many shareware publishers (like a lot of the stuff you find at CNET/download.com) but most of the biggies have a policy similar to Ulead. Anyway, if you don't get a response within a reasonable time try contacting Element 5 through the links you received in your VS9 acknowledgement email. Good luck

randazzo · Post by **randazzo** » Sat Apr 22, 2006 5:17 pm

A one year upgrade policy is no solution to this. People who have bought the product a year and one day ago will remain unsatisfied then.

michaeltee · Post by **michaeltee** » Sat Apr 22, 2006 5:22 pm

randazzo wrote:A one year upgrade policy is no solution to this. People who have bought the product a year and one day ago will remain unsatisfied then.

In a sense this is true, but at least you have the comfort of knowing you're covered for an entire year after purchasing. In my view it seems a more reasonable policy. Heck, even 90 days would be a major improvement.

joosuna · Post by **joosuna** » Sat Apr 22, 2006 5:40 pm

BJWP, our first hint of Video Studio 10 plus was on March 16 with the topic of
the beta testing of Video Studio 10 plus on this forum. I guess there is always the bad luck of purchasing a version, when a hint is announced a few days later. Perhaps at the time the hint was announced, if you were lucky enough to read this forum on the subject, you could have applied for a refund. But, destiny for us, is a grin and bear it situation, at least for me.
I am waiting for the full box CD full version to be announced on the website.
Then I will know for sure I have some time before the next version is announced. We all know that versions get upgraded from time to time, it is always a crap shoot to know when to buy a particular version. I hope this message has not offended you, it is one of sympathy rather than irony.

michaeltee · Post by **michaeltee** » Sat Apr 22, 2006 6:24 pm

Joosuna,

Yes, I'd have to agree. Sooner or later most anyone who purchases software may find themseleves in this situation. Before investing in new software or a paid upgrade it's always best to troll the appropriate web boards to see if there's any buzz about forthcoming releases. It's also important to be aware of the publishers upgrade policy before ordering. I've found that some publishers don't go out of their way to make this clear in their advertising. In such cases, one should email the publisher and ask for the specifics before purchasing. Lastly, be wary of mature versions ("mature" being defined as 6 months or less in some cases). But as you mentioned, it's a pretty safe bet that VS10 will remain current for a year or more so purchasing now (or in the near future) definitely makes sense. Like yourself I don't mean to seem preachy or offensive in any way. Having been stuck in similar frustrating situations myself I'm very sympathetic. Taking a proactive approach is really the best you can do.

bjwp · Post by **bjwp** » Sat Apr 22, 2006 7:16 pm

I have no reason to believe that ULEAD do not adopt fair trading practices but I don't believe that anyone would think kindly of a business which profitted unreasonably from returning customers. I, for one, would simply have no more to do with them.
The Consumers Association are the defenders of the individual against unscrupulous businesses. They would be interested to hear of a business which is content to profit unfairly from unwary purchasers, caught out by arbitary upgrade practices. Many companies incorporate a statement protecting customers by guaranteeing against upgrades for a fixed period. Perhaps ULEAD have such a policy.

I certainly don't subscribe to Joosuna's philosophy of accepting a 'grin and bear it' response when I am being ripped off.
I trust this argument is academic as I have every confidence that I will hear favourably from ULEAD, who, after all make an excellent video editing suite.

AMD64 · Post by **AMD64** » Sat Apr 22, 2006 7:30 pm

bjwp wrote: I have only upgraded from version 8 to 9 five weeks ago. There was no hint of version 10 being in the pipeline until now. Does ULEAD have a fair trading policy to cover this or am I expected to pay again for version 10.

You think thats bad.. I purchased Version 9 full then 3 days later Version 10 came out, thanks Ulead.

bjwp · Post by **bjwp** » Sat Apr 22, 2006 8:03 pm

Sorry about your experience AMD64.
Did you ask them about their policy. You are entitled to a free upgrade.....unless the sellers are completely unscrupulous.
Pursue them and post their reply however it turns out.

AMD64 · Post by **AMD64** » Sat Apr 22, 2006 8:06 pm

Thanks bjwp - I have just emailed them regarding the matter and will post the outcome as soon as I receive it!

michaeltee · Post by **michaeltee** » Sat Apr 22, 2006 8:15 pm

bjwp wrote: I certainly don't subscribe to Joosuna's philosophy of accepting a 'grin and bear it' response when I am being ripped off.
I trust this argument is academic as I have every confidence that I will hear favourably from ULEAD, who, after all make an excellent video editing suite.

I'm sure I wouldn't be grinning, but I've had to bear it on a few occasions. Ulead's 30-day policy is-what-it-is but I do hope they agree with your thinking from an ethical point of view. Best of luck to you... let us know how it turns out.

Doverwhite · Post by **Doverwhite** » Sat Apr 22, 2006 10:01 pm

My main beef is that VS9 contains serious bugs that are being totally ignored by ULead. I think launching a new version without either a free upgrade within 12 months or at no more than 20 Euros/$ outside that time is despicable. I am not 100% sure but I think this policy is illegal for marketing in the EC.

I think this poor customer orientation on the part of ULead will probably result in their downfall. It is a great pity as their editing routines are very clear and user freindly. Its what follows that detroys the product.

Would I buy any more software from this company? No
Would I buy any shares in this company? You must be joking
Do I think this company has a future? Only if it changes its cutomer orientation - I might then buy some shares!

AMD64 · Post by **AMD64** » Thu Apr 27, 2006 7:10 pm

bjwp wrote: Sorry about your experience AMD64.
Did you ask them about their policy. You are entitled to a free upgrade.....unless the sellers are completely unscrupulous.
Pursue them and post their reply however it turns out.

Indeed they gave me a link for a free upgrade of VS10+, however its no good when I've already purchased the product.. of which I told them that.
Matter is now in round 2, hopefully I will get my upgrade money back instead to solve the problem... stay tuned.

Alludo USER to USER Web Board

Moving up from version 9 to 10 in 5 weeks

Moving up from version 9 to 10 in 5 weeks

Re: Moving up from version 9 to 10 in 5 weeks

Recent Upgrade

Re: Recent Upgrade

Fair Trading

Re: Moving up from version 9 to 10 in 5 weeks

Fair trading

Re: Fair Trading

Re: Fair trading