So if you want to get screwed by Roxio be sure to purchase their products via a 3rd party.

Roxio, who makes a DVD / CD Rom burning software called Toast, has just told all their customers and their channel to fuck off.

It took me 3 phone calls, 4 notes on their customer service site, and one stop at Macworld to discover that Roxio really wants to screw everyone who bought the product in the last 30 days.

The bottom line? I can upgrade for the next 2 days for just "$29.95" from Toast 9 to Toast 10.

Such a big generous window. If by some miracle I had perfect information on the 5th, I actually had a 5 day window starting on Jan 5th when the toast 10 was announced. Considering none of this info is on their website, or described directly when asked directly via their customer support system, it would be difficult to have perfect information.
Worse, the customer service site answer originally directed me to a different group that did not know about this policy and tried to upgrade me at full price. This is a layered scam.

The 2 day window is what inside sales guy Adam just told me today on Jan 8th. I have 30 days from the original purchase date Dec 9th.
The new version of Toast came out on Jan 5th.

The tech support people have told me that I have a 60 day window. I'm going to attempt to get this upgrade on CD and skip the shipping costs when I go to Macworld, or call worse case pay for it in Friday by phone.

This is for an electronic copy, so I am paying $30 bucks to subsidize their ftp servers. Toast 9 weighs in at 361 megs. Not a tiny download. And at that size and cost, I want a CD.

The physical media shipped to me cost an extra $7.45, I'll pay for it without a doubt.

So basically I pay $38 for an upgrade for software that is less then 30 days old.

Or if you don't know about this stealth option you can pay $80 or $130 for the upgrade. Officially, if you do not follow the convoluted refund policy and receipt requirements then it is really $100 or $150.

Or maybe if you call in to inside sales direct ( if you qualify within the 30 day window) , the premium copy toast 10 pro upgrade is $99. Plus shipping.

Which includes Blue-Ray burning, a photo application called Lightzone ( don't need I have photoshop), a slideshow application ( don't need I have flash), Sonicfire ( a sound track application Not sure about this one but I do have a sound application just not sure if it is as good) , and a noise reduction app ( called soundsoap which is of iffy value to me)

Now I can get the blueray burning as a plug in for just $20. Which I think makes sense down the road when I get a blueray burner.
So I really don't need the "pro" version today.

I just got an email from Roxio this AM offering this promotion. As well as on email on Jan 5 promoting the upgrade. So I am in their system. They did not send em an email saying that I could upgrade for $29.99 for the next 4 days.

Where as their direct customers can upgrade for free.

When I made a purchasing decision about this product I could not find out about this policy in advance.

Is this the wave of the future?


At the end of this post is my customer service notes/ record from the Roxio site requesting more information about this stealth upgrade policy. You can't find info on it anywhere on their web site.

This all started when I asked at Roxio's booth at Macworld if there was an upgrade path. At the booth they told me that their was 30 day upgrade policy, without qualification.

I plan to try and get an upgrade at their booth on Friday.

The funny thing is that when you call inside sales to order the upgrade, one of the it says logon to the roxio site for an immediate solution.

Having now made 1 stop at Macworld, and four postings on the customer service support ticket system, and now three phone calls I have a full answer and solution. But this is bullshit.

I recall at a time when one could go to the vendors booth at Macworld, they could / would look you up their customer records ( or would call their home base to confirm I was a recent customer) , and just give you a copy of the software if you were due it.

In this day of wi-fi and iphones why is this more difficult not easier?

Why didn't I get the right answer and solution on the 1st contact?

-kevin
+++++++
WebTicket ( from me sent wed eve jan 7)
1/7/2009 I have a copy of toast 9. I received it around Dec 9th and registered it. I was told at the MacWorld booth that I should have received a copy of toast 10 for free since I purchase version 9 within the 30 days of toast 10.

Supposedly I should have received an email notifying me of this policy. As far as I know I have not.

I just updated my registration information with my physical address ( something that was missing til today) .

I do not see a way or option to get the version 10 via the website. How do I get my free copy? And do I have to pay for shipping for the upgrade or can I somehow pick it up at MacWorld from the booth? If I go back to MacWorld.

Thanks!
kevin@infoflow.com
kevin
================


srizzo ( from Roxio)
1/8/2009

Thank you for Contacting Roxio Technical Support



Please call 1-800-656-5443 to discuss the matter with the Customer Service Department

www.roxio.com/enu/company/contact.html

Regards,

Roxio Technical Support

support.roxio.com
=========


WebTicket ( from me this am Jan 8 before I called the sales phone # as directed)
1/8/2009 This is some what of a useless and non specific answer.

I am not satisfied with this answer or the quality of this answer.

What is the point of using this system if it just tells me to call customer service?

It did not answer any of my questions.

-kevin
===========

WebTicket ( from me Jan 8th )
1/8/2009 I have called the phone # I have just been told about and was not able to be helped. I was told that the phone # is only for online orders. I was told that I need to call 877-769-4601 m-f I am going that now
===========================

WebTicket ( from me after I spoke to the tech support guy phone call # 2)
1/8/2009 I am happy with the phone technical support I just received. But unhappy with the policy I was told about.

As well as that I am now required to make a 3rd phone call to get this resolved.

I am really surprised by the stealth upgrade policy that penalizes customers for purchasing the product from 3rd parties such as Amazon.

Apparently if I bought Toast directly from Roxio then I can get a free upgrade.
But if I bought Toast from a 3rd party I have to pay $29.99. And I only have a 60 day window.
This stinks and is unfair.
All customers should be treated the same. No matter where they purchased your product.

Note as one example that Adobe does not note where one purchased a product from them. If it is within 30 days one gets the upgrade for free. Shipped to the customer in a box.

Since there is no documentation on your website about this stealth upgrade, or any of the previous phone calls, or customer help notes, or via customer service I now need to make a 3rd phone call.

And this is only possible since I asked at Macworld. If I had not then I would be screwed out of the cheaper upgrading option entirely.

Now I need to call inside sales at 877 697 6946 to ask for the chance to purchase version 10 at $29.99 for a download version.
===================

The reply from tech support after I spoke to them
sploppert
1/8/2009

Thank you for contacting Roxio Technical Support

If you purchased the software form Roxio within 30 days of the release of a new version you would be able to request a full refund and then purchase the new version. If purchased from a third party vender within 60 days of the release you can upgrade to the new version for $29.99.

If the information provided does not resolve your issue simply update your webticket with a detailed explanation with the steps you have tried and any error messages you receive.

Regards,

Roxio Technical Support
www.roxio.com/enu/support


Thank you for your comments and we appreciate the feedback


===============

Just spoke to insides sales. The inside sales person told me officially I only have a 2 day window to purchase upgrade. Today and the 9th. Though if I ask nicely next week I can likely still upgrade at the low cost.

That is pretty irritating. As well as in conflict with notes / policy from tech support and info from my talking with your people at Macworld expo.

I fell lucky ( not) that I have made a contact at Macworld booth, four posts on this customer service site, and 3 phone calls to get to the "right" answer.

I've dropped emails to david pogue of nytimes and daniel terdimen of cnet to let them know about your stealth upgrade policy and confusing customer service.

I do hope you guys can get your act together and are not so confused, unclear, as well as unfair with your customers that purchased the product via 3rd parties.

Hiding the upgrade options on your website, and sending out emails imploring me to upgrade at full price, when you could just as easily send an email to all customers registered in the last 30 days that lower cost ( or better free) upgrades would be a much better experience and build my trust and loyalty.

Being able to get a copy of Toast 10 for free at the macworld booth, if your lookup records confirmed I was a legit customer from the last 30 days would really been a good solution as well.

Thanks with hope that Roxio reexamines it upgrade policy, and notification program for its 30 day customers.

-kevin