Path: utzoo!utgpu!water!watmath!clyde!att!whuts!mhuxh!mhuxu!mhuxt!aluxz!krm
From: krm@aluxz.UUCP (Kurt Marko)
Newsgroups: comp.sys.mac
Subject: Software Upgrade Policies (problems with Symantec)
Keywords: LightspeedC Symantec upgrades
Message-ID: <945@aluxz.UUCP>
Date: 26 Aug 88 19:06:22 GMT
Organization: AT&T Bell Laboratories, Murray Hill, NJ
Lines: 40


There has been a lot of talk on the Net lately about the "maturing"
(read, depersonalizing) of the Mac software market, specifically with
regard to a degradation in service after a small developer is absorbed
into (taken over by) a large software publisher.  I don't agree with
this as a general assertion, however I do have an individual
experience to relate which may sound familiar to many.

Like most owners of Lightspeed C, I am excited about the new features
offered by their version 3.0.  Some may quibble with their upgrade
policies and prices...that's not my purpose here.  After reading about
the imminent release of the upgrade on the Net, I waited (and
waited...) for my upgrade notice (I was SURE I registered).  It never
came.  I called Think/Symantec to confirm that I was indeed
registered, and yes my name is in the database, and no, they had no
idea why I hadn't gotten an upgrade notice (an aside, from others
comments, mine is not an isolated incident).  Well, I finally got
impatient and sent a letter, complete with my Serial number and a
check for the required upgrade and shipping charges to the address
listed in Rich Siegel's posting (thank you Rich!).  I sent the letter
on July 18th, the check was cashed around the end of July....and still
no package from Think.  (I never did receive an upgrade notice!).

I called Symantec in California today and they confirmed that I'm at
the top of the shipping list as soon as new product arrives.  I asked
them why they were selling LSC3.0 at Macworld two weeks ago (that's
where all of their remaining product went the gentleman offered), when
I, a registered owner with a cancelled check still haven't received
my upgrade?  He apologized.  I thank him for his courtesy.  Now, I'm
not desperate for v3.0; I don't have a product whose success hinges on
using 3.0; I won't go hungry tonight because my last dollar was spent
on the upgrade...that's not the point.  The point is that I believe
registered owners of a product (does loyalty mean anything in
business?) deserve honest, fair treatment.  How about shipping upgrades
before filling up the shelves at MacConnection and the booths at
Macworld?  How about not cashing my check until the item is shipped?
This tale is not unique; unfortunately in this new era for Mac
software, it's becoming all too common.

Kurt Marko ...att!aluxz!krm