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But we have already waived this policy and contacted you to provide refunds - if you haven’t received that offer please contact Robert. CAMTASIA FREE TRIAL ONLY LASTED A DAY TRIALUsually our policy is that customers make this decision during the 30 day trial period or the first 30 days after purchase. CAMTASIA FREE TRIAL ONLY LASTED A DAY UPGRADEIf an individual paid for the upgrade and it’s not meeting your needs, we will refund you. In addition, I want to make clear that we do not want anyone paying for something they don’t value. It may not always be the answer you want, the resolution may be slower than what you want, and the answer might change, but we will be responsive and transparent. So we are changing our policy in that if a large group of customers are feeling pain about the same issue, then we owe it to them to explain what we are (or aren’t) going to do about it. However, I feel that the response from leadership explaining that policy failed you in that it lacked acknowledgement that anytime there is a widespread customer concern we have an obligation to communicate. We do share product roadmaps with customers in some settings, but as you know Robert has shared a policy that we don’t post roadmaps on public forums. We will continue to evolve how we are leveraging and communicating in this forum. We will continue to directly invite highly active forum users to future betas, and evaluate our beta process to make sure all feedback is adequately heard with time to address before release. There are a few other actions we will be taking. If we decide we won’t implement a request, we will explain why. After a week of clarification and voting, we need another two weeks to evaluate the requests, and respond back with our intentions. We will first focus on what is most important to our customer base as a whole as judged by the votes, or if there are no standouts we will focus on what is easiest for us to do first. So, we ask you to review these ideas, add anything missing, and vote on your top priorities in the next week (by June 9th). CAMTASIA FREE TRIAL ONLY LASTED A DAY FULLWe need to ensure we have a full understanding of the requests, the reason for the request, and the priority of the request before we take any action. We respect that you have told us a lot, so we have created a special roundup of ‘ideas’ of what we have heard here. So we commit to doing our best to respond to your feedback by investing in Snagit. It doesn’t matter how great our usage and revenue numbers are at the moment, if we haven’t acknowledged, assessed, and addressed frustrations of longstanding engaged users. It doesn’t matter how many new things we have added, if we have also introduced a detractor that negates that value. We must make every version more valuable than the last, and while you can’t please everyone all the time, it’s disappointing that we failed any of our users in this regard. So I’m ignoring advice about what CEOs aren’t supposed to do, and posting myself on the forum. A few of the recent feedback posts on this feedback forum pained me because what some customers are feeling is everything we don’t want to be. ![]()
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