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Author Topic: why do I have to pay again?  (Read 7077 times)
adwb
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« on: September 21, 2012, 11:09:30 PM »

I bought Qimage ultimate and took advantage of the last up grade that was available before some thing ran out or some new version was released earlier this year.
now following a catastrophic hd failure and a faulty back up drive I have had to install a new hd  and reinstall all my software.

Every supplier that I have contacted for missing codes has with out exception helped me, I have been given links to older no longer available versions rather than telling me I must buy again.

That was till I tried to get the same assistance from Qimage.

then I get a curt email telling effectively pay up or go away.

when i complain i get told pay or go away.

Why can the version I BOUGHT and PAID for not be made available? I don't want or care about upgrades or improvements.

I am on a very limited pension income and don't have money to throw about.

this gives a whole new meaning to poor cutomer service


Your registration expired in April, so you would need to renew the registration before you can download any files.  You can do that here:

http://www.ddisoftware.com/qimage-u/purchase.htm

Just click "Registration Renewal".

Regards,
Mike

>     Mike,
>
>     I have had a h/d failure and need to reinstall all my software on
>     a new h/d. Can you please resend my product licence key and a link
>     to whatever version I am allowed to use with that key.
>
>     Regards
>
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Terry-M
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« Reply #1 on: September 22, 2012, 07:46:17 AM »

Hi,
Mike's e-mail seemed polite and to the point to me.
Do you realise that you are not being asked to pay the full fee but the annual renewal fee of $19.99.
It's unfortunate that you lost all data, which I assume included the e-mail with the original registration e-mail etc. and the program download, but really that is you responsibility - keep back-ups and hard copies  Shocked
On the link http://www.ddisoftware.com/qimage-u/purchase.htm you can click "Click to check registration" and Click to "renew registration". Old versions of the program are not available to download, thus the need to renew you registration and obtain the latest version.
Terry
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Fred A
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« Reply #2 on: September 22, 2012, 10:15:24 AM »

Pretty simple.

It's a membership which for 19.95 gives you access to the download site.
As is plainly stated, it is not necessary to make up any missing membership fees. One 19.95 payment makes you current.

Here's the statement from the web page.

When you register Qimage Ultimate, you get access to all upgrades free for the first year.  After the first year, additional yearly upgrades may be purchased for $19.99.  Our $19.99 is treated as a "membership" to access the upgrade/download area for a full year.  That means the fees are not additive: if you choose not to upgrade for 3 years, you can still pay $19.99 and get a year of access to upgrades from that point.  You never have to pay more to "catch up"!  Note, however, that since the one year membership is treated as an extended download service where you can access all upgrades during that time, it is your responsibility to download the upgrades while your registration (membership to the download area) is still active: you decide what you need.  Information about the latest upgrades is always displayed on the top menu bar when you open Qimage Ultimate.  We do not send retroactive updates for users who no longer have access to downloads so please update what you need while your registration is still active and you still have access to the downloads.

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EdoNork
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« Reply #3 on: September 22, 2012, 03:24:35 PM »

adwb: I'm with you. Poor support.
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adwb
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« Reply #4 on: September 22, 2012, 03:56:21 PM »

adwb: I'm with you. Poor support.
Thank you, I have spoken to several people about this and they can't believe the attitude.

I am not asking for anything I have not paid for. I am asking for what is apparently old software and my licence key which I have paid for.

I full understand the discounted "membership" concept, and why it is offered but that is not what I am asking for. I do not want nor would I expect to get that free.

What I fail to understand is the complete intransigence to my request for access to a copy of what I have already paid for.

As I said previously this is the only supplier with this attitude. Even Adobe have access to old versions and your key
and we all know what they are like with new versions and no upgrade structure [correction that seems to have changed a bit as well]

the comment about backups was uncalled for as well I thought as I explained  I had everything covered but the best made plans as they say.

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adwb
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« Reply #5 on: September 22, 2012, 04:13:39 PM »

I have just received a email which has resolved the issue.

Thank you

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Peter Funken
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« Reply #6 on: September 23, 2012, 09:19:14 AM »

Hi,

not as an anwer to the OP; but the question of the thread "why do I have to pay again?" is excactly what I am asking myself. I got a friendly email from Mike recently reminding me that my subscription period was up. There has been no update versions since July 18th and until there is one that is at least classified as "M" I think I will be waiting with the renewal. Mind you, I am perfectly happy with the product and there is nothing at all that I could suggest to be fixed, exept perhaps a native 64bit version.

I could afford paying now, but I worry a bit. When Ultimate was introduced as a "new software" as opposed to an upgrade to Studio, I did not really believe it (but I have no knowledge of the interior workings of a piece of software) but I payed my price as a way to support the company and future development. It was said then that Ultimate would be updated/-graded frequently. Frequently as we have become used to with Mike was usually at least once a week. That has stopped as of July 18th with v2012.221.

I am just recovering from the demise of Bibble, and I might be a bit paranoid that there could be another Bibble in the making.

Regards
Peter
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DdeGannes
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« Reply #7 on: September 23, 2012, 10:58:37 AM »

Hi,

not as an anwer to the OP; but the question of the thread "why do I have to pay again?" is excactly what I am asking myself. I got a friendly email from Mike recently reminding me that my subscription period was up. There has been no update versions since July 18th and until there is one that is at least classified as "M" I think I will be waiting with the renewal. Mind you, I am perfectly happy with the product and there is nothing at all that I could suggest to be fixed, exept perhaps a native 64bit version.

I could afford paying now, but I worry a bit. When Ultimate was introduced as a "new software" as opposed to an upgrade to Studio, I did not really believe it (but I have no knowledge of the interior workings of a piece of software) but I payed my price as a way to support the company and future development. It was said then that Ultimate would be updated/-graded frequently. Frequently as we have become used to with Mike was usually at least once a week. That has stopped as of July 18th with v2012.221.

I am just recovering from the demise of Bibble, and I might be a bit paranoid that there could be another Bibble in the making.

Regards
Peter

I would not be concerned, updates are done when there are bugs to be fixed or there is a new/ improved feature to be added. It has been my experience that bugs reported are usually fixed promptly and individually if necessary.
There have been no posts of bug/issues recently!
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« Reply #8 on: September 23, 2012, 01:08:14 PM »

Seems there are two different conversations here.  First, I doubt you'll find many companies who would take the time to: (1) look up your registration to see when it expired, (2) hunt down which specific/old version was available to you at that time, and (3) send a copy of that old/archived version... all for a customer whose registration expired 5 months ago.  That's usually called "extended download service", something that I don't offer nor do I charge you for.  Typically that extended download service is about half the cost of the $19.99 registration.  I was able to help this time because the version in question (4 versions ago) was still on the server.  But please care enough about your data to back it up!  Hard drive failures that have no backups cost money to recover: that expense should not fall on me.  I'm not a data backup service.

Second, you won't find anyone else who allows you to let your registration lapse and just renew when you see something you want.  So by all means, renew your registration whenever you like as that's a fringe benefit of my registration system!  But I have three software engineers working on QU 2013 right now so if yours has expired, I think you'll probably want to renew it pretty soon.  Wink

Mike
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