Annoyed Contact

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Annoyed Contact

Postby bold » Mon Sep 17, 2012 9:26 am

Bit annoyed. I wanted to ask a simple question about buying X1 and there's no obvious contact email address on the site. Don't they do customer service any more?

Anyway, I want to get the new version of X1 which supports searching in Facebook conversations. However that's only in Beta. If I buy the latest version, how long does the licence last? Will the new version (supporting Facebook search) still be covered by it?

Just wondering.
bold
 
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Re: Annoyed Contact

Postby Chris Wheaton » Mon Sep 17, 2012 3:50 pm

Hello Bold -

Your X1 license is a perpetual use license meaning that the product delivered to you or any update you're entitled to are yours to use for as long as that product is compatible with your Windows Operating system. The license fee also conveys 90 days software update and technical support service. If you were to license today and X1's next major release were announced in that 90 day window you would be entitled to it at no additional charge - at least that is the policy to date.

At time of purchase you have an option to acquire our Software Assurance - which extends your technical support and software maintenance from 90 days out to a full year. With the Software Assurance you're guaranteed to get all product releases for a full year.

I hope the above is helpful to you in whatever decision process you find yourself in.
Sincerely,

Chris Wheaton
Technical Support
Customer Care Rep.
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Re: Annoyed Contact

Postby bold » Tue May 07, 2013 6:40 am

I've got to say I'm a little annoyed.

I bought the licence for X1 back in Sept 2012 and used the Beta version for v8 during this time. In effect, I tested v8 for you.

Suddenly the finalised version of v8 is released and suddenly I'm not entitled to use it any more. I have to buy a new licence!

Sorry, but it seems a little cheap of X1 that you use me (and people like me) to test your product and as a reward for all of the crashes and problems we get nothing.

So... thanks for nothing.
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Re: Annoyed Contact

Postby Kenward » Tue May 07, 2013 10:14 am

Did you pay "an annual support fee of $19.95"? (Or is it $24.95, both prices appear on the site?) That would have guaranteed you a "free" update.

X1 pushes the annual subscription really hard. If you turned down the offer, you are a bit stymied. You were warned.

Many software houses are shifting over to a subscription model. See Microsoft Office 365. I bet Windows is next.
MK
X1 Search 8.6.1 - Build 6003fa (64-bit)
Windows 10 Pro 64-bit | Windows 10 Home 32-bit
No, I have nothing to do with X1, just a user since 2004.
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Re: Annoyed Contact

Postby bold » Tue May 07, 2013 10:24 am

No, my issue is with buying the subscription for X1, being given access to v8 to test it for them (i.e. we worked for them beta testing their new product) and then being told that if I want to use the product we tested we have to buy it.

Seems a bit of a ripoff. X1 get free testing and we mugs go out and buy it afterwards.
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Re: Annoyed Contact

Postby Kenward » Tue May 07, 2013 12:24 pm

You must be new to the world of beta testing. It gives you no rights, beyond the ability to chip in with comments.

But you can get a discount, as is explained in another message.

I just paid up. I can't say that I feel badly ripped off at having to pay £33.07 for something that is an essential work tool. It is cheaper than just about any other software that I use.
MK
X1 Search 8.6.1 - Build 6003fa (64-bit)
Windows 10 Pro 64-bit | Windows 10 Home 32-bit
No, I have nothing to do with X1, just a user since 2004.
Kenward
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Re: Annoyed Contact

Postby bold » Tue May 07, 2013 12:35 pm

Kenward wrote:You must be new to the world of beta testing.


Ah, patronising. That's nice to see.
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Re: Annoyed Contact

Postby Kenward » Tue May 07, 2013 1:30 pm

Just reporting my own experience.
MK
X1 Search 8.6.1 - Build 6003fa (64-bit)
Windows 10 Pro 64-bit | Windows 10 Home 32-bit
No, I have nothing to do with X1, just a user since 2004.
Kenward
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