Complientary Upgrade From Toast 9 > 10

[iHuman]

I just purchased Roxio Toast 9 a week before 10 was announced. Most companies have a grace period for upgrading if you just purchased their software, and then a new version is announced shortly after to receive a complimentary upgrade.

 

I contacted Roxio support and they said they do not do this. Is this true? If so - it is a really poor policy - and one that makes me not want to support this company. Can someone from Roxio shed light on this matter please.

 

 

[jonatsonic]

I just purchased Roxio Toast 9 a week before 10 was announced. Most companies have a grace period for upgrading if you just purchased their software, and then a new version is announced shortly after to receive a complimentary upgrade.

 

I contacted Roxio support and they said they do not do this. Is this true? If so - it is a really poor policy - and one that makes me not want to support this company. Can someone from Roxio shed light on this matter please.

 

Hi iHuman -

 

We do have a grace period upgrade (GPU) for purchases from our eStore. However, if you purchased the software from a retailer other than the Roxio eStore, the purchase is subject to their terms and conditions for returns, eschanges, and GPUs.

 

Here's the policy:

 

• If you have purchased Toast 9 directly from Roxio within 30 days of the release of a Toast 10, we will refund your purchase of the older version and you can purchase the new version.
• If you have purchased Toast 9 within 60 days of the release of Toast 10, we offer a grace period upgrade at a significantly reduced price from the normal upgrade price.

Please call our Inside Sales team at 1-877-MY-ROXIO (1-877-697-6946) for details and assistance in placing your order.

 

Jon

[iHuman]

Thanks for the reply. I'll follow up with sales as you suggested. Might be a good idea for you to inform your support services of this as well, so that erroneous information isn't given out.

 

thanks again!

[iHuman]

I'm on the phone with support now - they said there is NO complimentary upgrade. (no grace period)

 

You guys should talk to one another!

iHuman

[garyhjr]

I have had it with Roxio/Sonic. bought the software week before 10 came out. tried the calling thing 3 times before I had to go to work after the holidays one on the phone for a hour and half! the other two times for a hour! so I sent a email! took them 10days to respond! and all they could say is to call! WELL i work 10 plus hours a day and only get three half hour breaks. so trying to call and get through is a JOKE! the second email stated that if they don't hear from you that the issue was resolved!

Well I have bought a lot of software over the years for the Mac and PC. Toast 4, then toast 6. before 7 (same type of issue. 4 days before it was released Same SCREW JOB) then I finally bought toast 9. screwed again! also bought popcorn 1 and 2. and 3 various software for the pc side. WELL GUESS WHAT ROXIO/SONIC. I WILL NOT BE BUYING ANYTHING FROM YOU AGAIN.

[tsantee]

I have had it with Roxio/Sonic. bought the software week before 10 came out. tried the calling thing 3 times before I had to go to work after the holidays one on the phone for a hour and half! the other two times for a hour! so I sent a email! took them 10days to respond! and all they could say is to call! WELL i work 10 plus hours a day and only get three half hour breaks. so trying to call and get through is a JOKE! the second email stated that if they don't hear from you that the issue was resolved!

Well I have bought a lot of software over the years for the Mac and PC. Toast 4, then toast 6. before 7 (same type of issue. 4 days before it was released Same SCREW JOB) then I finally bought toast 9. screwed again! also bought popcorn 1 and 2. and 3 various software for the pc side. WELL GUESS WHAT ROXIO/SONIC. I WILL NOT BE BUYING ANYTHING FROM YOU AGAIN.

I get it. You're so pissed at Roxio you forgot that the user forum isn't Roxio but fellow users.

 

Since you bought Toast 9 as a download you had 30 days to request a full refund which I believe is explained in your confirmation email. If you followed their process to request a refund in that time frame then you need to take this up with Roxio.

 

I once "returned" an application bought as a download from Roxio and the refund process went very well.

[SelfSilent]

I have had it with Roxio/Sonic.

 

Good God! same here. I bought Toast 9 because I saw it recommended in a magazine just after the new year.

Went to the Apple shop and it wasn't reduced, search around online and found no mention of a new version.

Bought it, installed it, haven't even had a chance to use it yet and it's already out of date.

 

It's not even a reasonable upgrade price.

 

Also very funny prices in comparison with the USA prices.

USA price is $79.99, UK price is £79.99 which is $118.

There was a point late last year when £79.99 was nearly $160.

 

Our upgrade price is £64.99 ($96) which is more than America pays for the full version.

 

Disgraceful, I certainly won't upgrading. No wonder piracy of software is so rife.

[iHuman]

I'm on the phone with support now - they said there is NO complimentary upgrade. (no grace period)

 

You guys should talk to one another!

iHuman

 

 

An update on my previous post. After about 30 minutes on the phone with Roxio support, I was able to get a refund - as per the initial response given by Roxio support on this list. The only way I made it happen though, was having the support person go to this forum and read the post.

 

So, I got a refund for my purchase of Toast 9, and I purchased Toast 10. It ended up being about $10 more.

 

Hope it works out for the others who have been in the same situation.

 

Refer the support person you talk to to this thread.

 

Good luck!

[jonatsonic]

An update on my previous post. After about 30 minutes on the phone with Roxio support, I was able to get a refund - as per the initial response given by Roxio support on this list. The only way I made it happen though, was having the support person go to this forum and read the post.

 

So, I got a refund for my purchase of Toast 9, and I purchased Toast 10. It ended up being about $10 more.

 

Hope it works out for the others who have been in the same situation.

 

Refer the support person you talk to to this thread.

 

Good luck!

 

Hi iHuman -

 

I'm sorry this was such a hassle for you.

 

I'll forward this information to the training manager and make sure he reiterates the polices to the folks on the phone.

 

Thanks,

 

Jon