[in2insight]

For those of us who just got V.7 less than 30 days ago, please call inside sales.
Roxio is still thinking about it, but the more they hear from us, perhaps it will help them make the right customer service choice?
Thanks,
Dorian

[GWH]

I bought from Amazon on 30 Dec (because it was $10 less expensive and the shipping was at no additional cost, about $15.00 savings from Roxio website) - upon receiving the package on the 6th I opened it, installed it, and registered it.

BTW, many producers sell their own product, but generally do not compete with resellers on price. So buying from a reseller is a normal and sensible practice - most of the time, but it seems in this case Roxio is holding that against those of us who purchased from a reseller. Any taint of restraint of trade in that pot?

Roxio said to return to Amazon for refund - sure, an opened software package. No one does that.

So now I have 7 when waiting about a week I could have had 8. Is there a conspiracy, or I am seeing shadows where none exist?

Roxio - a $10.00 download would make you money, keep me a customer and be the correct thing to do.

We know when the new cars are comming out so if we buy last year's model we are aware of it. But with Roxio software - well who knew (talking about folks such a I am, just a regular end user) that the 8 was coming out on the 8th?

Roxio - I hope you treat your customers in a fair manner; we do have memories and we are the ones who buy your product that produces the cash flow you need to stay in business.

I hope to around to enjoy version 9. All the best in the new year of 2007.

[edjm]

Having bought Toast 7 less than two months ago for about $70 (less $20 rebate) I am very displeased with Roxio for trying to charge $60-$70 for this software update.

Unless Roxio decides to change their policy I will definitely not be buying anymore Roxio products and will be telling friends and clients about this negative experience at every opportunity I have.

Pay $70 today -- for CD burning software -- now less than two months later pay another $60 if you want the newest update? What kind of company treats their customers like that? I could understand a nominal upgrade fee in this situation, but not $60-$70. Crazy.

[tdk]

I bought Toast 7 on Dec 23 from Buy.com and have a pending request to self-serve support for a free upgrade to Toast 8. I'm not holding my breath though. Over at the thread "Upgrade Pricing for Toast 8, Where is real upgrade pricing?", a Roxio representative stated that nobody will get better pricing than the $59 upgrade offer. BTW, they closed that thread because I don't think they liked where it was going.

I guess Roxio doesn't care about keeping customers happy.

[in2insight]

tdk, on Jan 9 2007, 01:16 PM, said:

I bought Toast 7 on Dec 23 from Buy.com and have a pending request to self-serve support for a free upgrade to Toast 8. I'm not holding my breath though. Over at the thread "Upgrade Pricing for Toast 8, Where is real upgrade pricing?", a Roxio representative stated that nobody will get better pricing than the $59 upgrade offer. BTW, they closed that thread because I don't think they liked where it was going.

I guess Roxio doesn't care about keeping customers happy.

I keep seeing folks from Roxio logged on the board, but no word from them on this issue.
Perhaps when you are the only kid in town, you can make up your own rules and be the bully too...
Of course, once other kids move in, and Roxiom they will, we will not forget how we were treated by you.
Time to play nice with us, your customers, the people who pay your bills.

[Judboy]

Guys, this is just part of life. No one is forcing you to upgrade. If you choose to upgrade you get the upgrade discount. Everyone knows Toast usually gets a major release in January. Toast is the best burning App. for the MAC hands down. Please stop complaining and enjoy!!!

[hkaplan131]

in2insight, on Jan 9 2007, 08:53 AM, said:

For those of us who just got V.7 less than 30 days ago, please call inside sales.
Roxio is still thinking about it, but the more they hear from us, perhaps it will help them make the right customer service choice?
Thanks,
Dorian

The thought process is done. It goes like this - let's make as much money as possible even if we drive some customers away. No more Roxio for me. I go with the little guys doing their own thing for burning software.

I too just bought Toast 7 and got email within a few days direclty from Roxio about Toast 8. Now they want $60 to upgrade as described in a email from sales below:

I am responding to your email below.

Roxio can offer discounted pricing for owners of Toast 7.
The upgrade pricing is $59.99

Please email me if you would like to place an order.

Thank you,

Lisa Crupi
Inside Sales | Customer Care
1.866.280.7694
SONIC SOLUTIONS | ROXIO

Well thanks so much!!

Howard

Heh Judeboy. If everyone new Toast upgrades in January do you think we would have bought it 2 weeks before? We are not idiots. Maybe you have money to waste, but not I.

Howard

[Judboy]

The point is no one is forcing you to upgrade. You can still use Toast 7 just fine. It is money well spent.

[in2insight]

Judboy, on Jan 9 2007, 02:23 PM, said:

The point is no one is forcing you to upgrade. You can still use Toast 7 just fine. It is money well spent.

The point is not about being forced to upgrade, but rather this:
Is it fair to charge the same upgrade price to those who purchased the software 12 months ago, as those how purchaded it 12 days ago?
Even Apple, the most profit driven software company, allows a Grace Period Upgrade on their software.

[mike457]

I have used Roxio's software for years now, and I can't say that I was aware that January was the update month. I do have sympathy with the idea that recent purchasers should be entitled to a discount or even a free upgrade. I would thing this especially applies to people who bought their software straight from Roxio. Adobe, for example, follows this policy: if you buy their software within a month of an upgrade, the salesperson (at least on the phone) can be persuaded into giving you a free upgrade.

[edjm]

@Judboy: Saying "Everyone knows Toast usually gets a major release in January." is a very narrow perspective.

The point is not whether or not this is a forced upgrade... the point is that this is an update to utility software I just paid in full for less than two months ago. If I had known Toast 8 would be released as a paid update less than two months later, I certianly would not have purchased it.

This is not a physical product -- it's software. I can appreciate that Roxio may have put more effort in this version than a "point upgrade," however I can not understand Roxio wanting to charge near full price for the upgrade.

It just doesn't make sense for Roxio to charge so much for a software upgrade, especially to customers who have purchased so recently. Roxio should do the right thing for it's customers.

[GWH]

Had I known that 2 days following my purchase the new version with fixes and new features - making it a better product would have been available I would not have purchased v 7. You're darn tootin right if you think that buying a product such as software - as opposed to hardware - should have some adjustment for date of purchase and release of the improved version.

eyetv and toast 7 are not really working together as I was led to believe; maybe v 8 works as one would expect? I don't know and won't find out since I am not going to pay $60 - after a rebate that takes a month of Sundays to arrive in my hands.

I maintain that Roxio can accommodate customers with a sliding scale of cost for internet download of the v8 software. $10 for the last 2 weeks, $15 for the month before, etc.

They still make money having no physical shipment to make - they do have oversight costs, but that is what the fee is for. Then they would have the customers of the last several months working FOR them rather than AGAINST them. (yes, I shouted)

Geo

This post has been edited by GWH: 09 January 2007 - 05:17 PM

[Gerry Schultz]

When I bought Toast 6 from Roxio, less than a month later they upgraded to 7 and when I tried to get a discount for the upgade, Roxio turned me down flat. I never upgraded to Toast 7 but I am interested in 8 for my TiVos. But, unless I see good support from Toast for TiVo and iPod, I won't upgrade.

I have VERY sour feelings toward Roxio and how I was treated. I agree that Roxio's attitude towards its customers has been poor and I am very concerned that they will take advantage of me again. In this case, a new version of Toast that has bugs and TiVo support that is slow and prone to problems.

I have seen too many software companies produce annual upgrades that are more like beta software and only after a few patchs does it perform as it should. That's why I want to know how well Toast 8 works now before I spend my hard earned money to buy it.

Gerry

[embee]

Guess I'm just another unhappy customer. I bought Toast 7 directly from Roxio 1 month ago when they e-mailed me a "special offer". It really doesn't seem at all fair to be e-mail marketing a product they know is going to be "history" very soon! There really should be a "grace period."

[edjm]

embee, on Jan 9 2007, 09:37 PM, said:

Guess I'm just another unhappy customer. I bought Toast 7 directly from Roxio 1 month ago when they e-mailed me a "special offer". It really doesn't seem at all fair to be e-mail marketing a product they know is going to be "history" very soon! There really should be a "grace period."

After buying Toast at regular price at the end of November I got the "special offer" email in December as well and bought Popcorn too through that. Another mistake as Popcorn appears to have been end-of-life'd integrated into Toast 8. Thanks for the great deal Roxio.

[karp77]

I too would like to see some sort of grace period/sliding scale upgrade price having just bought v7 two weeks ago. Which I would have never done if I knew v8 would be released when it was. $59.99 seems a little excessive.

[nessie]

karp77, on Jan 11 2007, 09:38 AM, said:

I too would like to see some sort of grace period/sliding scale upgrade price having just bought v7 two weeks ago. Which I would have never done if I knew v8 would be released when it was. $59.99 seems a little excessive.

If you click the 'buy' button and then go to your shopping basket and leave the page open for 5 to 10 minutes a pop-up box will offer a further 10% off if you 'buy now'. I upgraded for $53.99.

[ivanatrox]

if you bought Toast 7 within 30 days of Toast 8 launch, pm me your full name, e-mail address and the date of purchase for Toast 7. Any pm missing the required informatiuon would be ignored... proof of purchase for Toast 7 will also be required at some point but not required in the pm to me...

This post has been edited by ivanatrox: 11 January 2007 - 04:20 PM

[in2insight]

ivanatrox, on Jan 11 2007, 04:16 PM, said:

if you bought Toast 7 within 30 days of Toast 8 launch, pm me your full name, e-mail address and the date of purchase for Toast 7. Any pm missing the required informatiuon would be ignored... proof of purchase for Toast 7 will also be required at some point but not required in the pm to me...

At long last, and after a few road blocks, Roxio did the right thing and is offering a Grace Period Upgrade.
It could have been smoother, for sure, but at least the folks at the top floor paid attention to us.
Thanks, and a big thanks to the kind supervisor in inside sales. If it were not for her good humor and assistance, I would have droped Roxio like a hot potatoe.
Dorian

[hkaplan131]

in2insight, on Jan 17 2007, 07:31 PM, said:

At long last, and after a few road blocks, Roxio did the right thing and is offering a Grace Period Upgrade.
It could have been smoother, for sure, but at least the folks at the top floor paid attention to us.
Thanks, and a big thanks to the kind supervisor in inside sales. If it were not for her good humor and assistance, I would have droped Roxio like a hot potatoe.
Dorian

Has anyone received a reply from 'ivanatrox'? I PM'd him twice and so far no reply.

Howard