Telestream

Mr [redacted] purchased version of our Screen Flow product a few years agoThis software is a perpetual license and will work forever on the specific MacOS operating systemWe do best, but cannot guarantee that our older software will work on future operating system due to us not being able to control what Apple doesMr [redacted] upgraded his Mac to the OS version that is incompatible with ScreenFlow We do have an upgrade (ScreenFlow version 7) that we charge $forMr [redacted] did did not want to purchase the upgradeWe have provided him a complimentary upgrade to ScreenFlow which he has accepted (see email thread below)Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me I do hope they have reviewed with their staff how to interact with customers on social mediaEven though he has shut down his twitter account and his linkedin account it is and always will be known that he was or is employed by you and his snide comments have been documentedRe: I might also suggest when a new Apple OS comes out send an email to your customers letting them know that if they do upgrade your program will not work depending on what version they haveYou are more than capable of sending out advertising trying to get people to upgrade for a price Instead of relying on the customer to come to your website and check manuallySince I have never in all of my life been forced to go to a companies website to check to see if a program will work with a OS upgradeHence that is why I complainedSince I upgraded my OS and my program was deadI couldn't access it at allTrust me if I would have been sent some sort or warning I would have never upgraded since I do a lot of volunteer work using your programThank you

Response:We have resolved the complaint and consider the matter closed

Thank you for talking with me on the phone. As requested, I am responding to the complaint filed by Mr*** *** with complaint ID ***. Mr*** purchased a software product from us several years ago called ScreenFlow. The version that he purchased was version
and he purchased it in 2012. This license for this software is a perpetual license, meaning that he has the right to use the software permanently. The software was designed to work on the most current *** operating system at the time, namely, *** OS version 1.6, or (Mr*** does not state specifically which OS version was installed on his *** originally). *** continues to upgrade their software to add new features and functionality and their latest version is called High Sierra (version 10.13). Quite frequently, when *** changes their operating system, older software no longer works. This is a problem that *** created, not Telestream. The solution is for customers to not upgrade the operating system if you have software that you do not want to run the risk of not working. It’s the common case of “if it ain’t broke, don’t fix it”. If a customer does want to upgrade their operating system, then we have versions of the software that are compatible. And, the development of this new software comes at a cost to Telestream, hence, we charge for it. We are perfectly content, however, if Mr*** wanted to continue to use his version of ScreenFlow, he just should not have upgraded his operating system.We specifically warn customers when old versions of our software are not compatible. Here is a sample of an email that was sent to a customer warning them not to upgrade to the latest *** OS if they wanted to continue to use our older version of the software. Mr*** upgraded his computer’s operating system and hence, the older version of ScreenFlow stopped working(Please See Attached)For our ScreenFlow software, our policy is that if customers maintain their software at the current version they are entitled to upgrade to the latest version without paying the full price for the latest software. Specifically, if a customer had purchased or upgraded to version of the software, then they are entitled to purchase our latest version software at a discounted rate of $39. For new customers, and for customers that did not upgrade when upgrades were made available, then they must purchase the software at the full price. In this case, Mr*** purchased Version of the software in for $99. We then came out with version 4, version 5, version and now version 7. In the case with Mr***, our policy is that he needs to purchase the full license of ScreenFlow version at a cost of $129. Because Mr*** has filed a complaint, we have approached him and offered him a courtesy to purchase Version at the upgrade rate of $39. He has accepted this and here is his response: Hi ***, Thank you for trying to connect with me It seems our hours are opposite of each other as during your workday I am in baseball training where the phone is very difficult to be able to use and now getting to this you are in your closed times. I appreciate you making this right and would be content with the $upgrade fee for the new version and close the Revdex.com complaint and be satisfied with how this was resolved. Could you email me the link to be able to upgrade and send me the resolution via email instead of phone so I can download it later on at night when I can get to it ? *** *** You can see that he has accepted our offer and *** (our customer service manager) responded to *** as follows giving him the necessary information to download the software. Hi ***, Thank you for your prompt response. I’m glad to hear the upgrade to ScreenFlow for $will work for youBelow is the ONE-TIME ONLY link you can use to upgrade to ScreenFlow for only $dollars: Link: ***This link is valid through November 30, 2017 Please feel free to reach out to me if there is anything else I can assist you with. Best regards, As you can see, we have satisfied Mr***’s complaint and he has stated to *** that he’s going to withdraw his complaint. Just to review, Mr*** could have avoided this problem if he didn’t upgrade his operating system as we warned customers about. He could have continued to use the software he purchased. If you have any other questions please let me know. Thank you and best regards,

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me
I do hope they have reviewed with their staff how to interact
with customers on social mediaEven though he has shut down his twitter account and his linkedin account it is and always will be known that he was or is employed by you and his snide comments have been documentedRe: I might also suggest when a new Apple OS comes out send an email to your customers letting them know that if they do upgrade your program will not work depending on what version they haveYou are more than capable of sending out advertising trying to get people to upgrade for a price. Instead of relying on the customer to come to your website and check manuallySince I have never in all of my life been forced to go to a companies website to check to see if a program will work with a OS upgradeHence that is why I complainedSince I upgraded my OS and my program was deadI couldn't access it at allTrust me if I would have been sent some sort or warning I would have never upgraded since I do a lot of volunteer work using your program.Thank you

Revdex.com:
I have...

reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
I do hope they have reviewed with their staff how to interact with customers on social media. Even though he has shut down his twitter account and his linkedin account it is and always will be known that he was or is employed by you and his snide comments have been documented. Re: I might also suggest when a new Apple OS comes out send an email to your customers letting them know that if they do upgrade your program will not work depending on what version they have. You are more than capable of sending out advertising trying to get people to upgrade for a price.  Instead of relying on the customer to come to your website and check manually. Since I have never in all of my life been forced to go to a companies website to check to see if a program will work with a OS upgrade. Hence that is why I complained. Since I upgraded my OS and my program was dead. I couldn't access it at all. Trust me if I would have been sent some sort or warning I would have never upgraded since I do a lot of volunteer work using your program.
Thank you

Response:
We have resolved the complaint and consider the matter closed.

Mr. [redacted] purchased version 4.0 of our Screen Flow product a few years ago. This software is a perpetual license and will work forever on the specific MacOS operating system. We do best, but cannot guarantee that our older software will work on future operating system due to us not being able to...

control what Apple does. Mr. [redacted] upgraded his Mac to the OS version that is incompatible with ScreenFlow 4. We do have an upgrade (ScreenFlow version 7) that we charge $39 for. Mr. [redacted] did did not want to purchase the upgrade. We have provided him a complimentary upgrade to ScreenFlow 7 which he has accepted (see email thread below)Sincerely,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me. I am sure glad that I filed this complaint as it is evident by long winded rebuttal that without going to the Revdex.com my emails to the same request to them would have continued with rejection.  The PDF the VP submitted for this case (who never spoke with me) makes it evident that they truly do not understand exceptional customer service.