Promised Snagit 2022 has not been delivered
Answered
I paid for Snagit maintenance for the period 3 December 2020 to 3 December 2021, as the maintenance is guaranteed to provide the next major version of Snagit.
Of course, during the period 3 December 2020 to 3 December 2021, no new version came out because Snagit 2022 was delayed.
On 26 October 2021, which was past the time when a new version would have normally been released, TechSmith sent emails to maintenance customers reassuring them that there's no need to worry and that they will still get Snagit 2022 when it is finally released. The email I received from TechSmith on 26 October 2021 said this:
"Congratulations! Because you purchased or renewed your Snagit Maintenance in the past year, you will get Snagit 2022 for free when it's released this December. Smart move! In December, we'll email you your new Snagit 2022 software key, as well as instructions on downloading and installing the new version."
I see that Snagit 2022 has now been released, but I've received no further email and I see that Snagit 2022 has not been added to my account. When I log into my account, in the product section it just says "Oh no! Snagit is out of date. Upgrade to TechSmith Snagit 2022 today!".
TechSmith, please advise.
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Official comment
Hi Neville and thanks for bringing this to our attention-
In doing a bit of digging, we found that there was a hiccup on the back-end on our part that caused a delay in sending some maintenance agreement holders their new keys. Active Maintenance Agreement holders should be receiving an email soon with the new info. Thank you again, for letting us know about this and in your patience while we get the situation squared away!
Thanks!
-Robert -
Have you logged into your personal account at the SnagIt website and check which products are listed . I checked mine and found the 2022 listed and I did not know the 2022 was listed with links to download.
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Yes, GroverH, that's what I meant when I said: "When I log into my account, in the product section it just says "Oh no! Snagit is out of date. Upgrade to TechSmith Snagit 2022 today!".
I suspect you are talking about a different situation, where you have a current maintenance agreement that is valid post 3 December 2021. I'm referring to a situation where I purchased a maintenance agreement for the period 3 December 2020 to 3 December 2021. I didn't renew again because I already paid for a year where I didn't receive any new version yet, and had been sent an email from TechSmith in October promising me that I would receive the delayed Snagit 2022 when it is released in December.
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Neville, earlier today when I logged into my account SnagIt 2022 was displayed as a download. I suspect that there has been a hiccup on the part of Techsmith. I suggest you submit a support ticket, hopefully, you still have a copy of your purchase receipt just in case they ask for it.
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John, do you have a current maintenance agreement, or do you have an expired maintenance agreement? In other words, is your situation different to mine, or the same as mine?
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I have a current maintenance agreement and it does not expire until Aug 2023.
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John, yes, I did suspect that your situation has got nothing to do with mine.
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Robert R, I'm not sure if you read my initial post fully. I'm concerned about the part of your reply that reads: "Active Maintenance Agreement holders should be receiving an email soon with the new info."
My maintenance agreement is not currently 'Active'. It was active from 3 December 2020 to 3 December 2021, during which no major new version of Snagit was released because Snagit 2022 got delayed. As I described in my initial post, TechSmith sent an email to maintenance customers in October 2021 reassuring them that they (active maintenance holders at the time) would receive their Snagit 2022 later on, in December. So I'm expecting to receive my copy of Snagit 2022 for the 1-year maintenance that I paid for from 3 December 2020 to 3 December 2021. Please could you confirm all is understood. Thanks.
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I can now see that Snagit 2022 has just been added to my online account. No email received yet, but at least the software is there now, and the problem appears to be fixed.
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Neville,
Did you see this response posted by Support a couple hours ago? I don't know why they posted their response out of sequence in the listing of most recent responses.
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GroverH, yes I did see that response from Robert R, and that's why I replied to it within minutes of it being posted. In doing so, I quoted directly from it in my reply (if you scroll up you can see that apart from this reply to you, I posted 2 other messages in this thread within the last 2 hours).
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