Buying future upgrades during purchase

[auser]

Hi,
I'm looking at buying PDF-XChange Pro. On the purchase page I saw that for a few more dollars I can get free upgrades for one, two, or three years after I buy. I looked around the site for some details or info on these options but couldn't find anything. I have a few questions about what those options mean to someone buying PDF-XChange Pro.

a) What is considered an "upgrade"? I mean, is the product updated as bugs are fixed, and/or are such fixes/updates considered upgrades?
b) If I choose the 3 year option, how many upgrades could I expect that to cover?
c) If I don't choose any of these buy-future-upgrades-now options, would I be offered any discounts on future upgrades when they come out? If so, at what point, if ever, would I no longer be offered discounts?

Thank you.

[Stefan - PDF-XChange]

Hello auser,

The upgrades included in those maintenance packages are for major versions. So e.g. from the current ver2 to ver3 of our Viewer. Any bug fixes in the current version are updates for that particular version, and you will get them for free even if your maintenance has expired (e.g. an update from ver 2.5.198 to 2.5.199).

For a three year maintenance option you could expect to get ver3 for sure (expected to be released later this year) and all upgrades released thereafter - as to what will be included in the future and when new versions will be released - who can say .... but we have consistently added value to our products in both major and minor releases and will continie to do so.

If your maintenance has expired and we release a new major version - yes you will be offered a discounted upgrade to that latest version. And a theoretical "point of no discount" could be if you have e.g. a ver2 license, and we release ver4 - so you have missed a whole new version - so inevtiabley you will be charged more than had your uptake of new releases been consistent and certainly more proportionally had you taken our annual maintenance to avoid breaks in your version uptake - quite what the financial impact would be is hard to predict as it depends on many variables - not least of all the features and addon's included and the retail price at that time.

Best,
Stefan

[auser]

Thanks for the info. Another question has come to mind.

If I understand correctly, PDF-XChange Pro is a combination of PDF-XChange Standard, PDF-Tools, and PDF-XChange Viewer Pro.

(a) Does that mean that if a new version of any of these 3 sub-components is released within the "free upgrade period" that component gets upgraded within my PDF-XChange Pro too? How does/will that work?

(b) Also, how does the the versioning work for PDF-XChange Pro since it is really just a combination of PDF-XChange Standard, PDF-Tools, and PDF-XChange Viewer PRO?

Thank you.

[Stefan - PDF-XChange]

Hello auser,

We will be releasing the new major versions together - so you will get a new license for the new Pro bundle - that would be valid for all the new versions of the products included in it.

As for how it works - the Pro license allows you to use the three separate products, and the single installer will simply deploy the three products on your machine.

If you wish - you could use the Pro key, and manually install each of the three products separately with it - it will be accepted and will work that way as well.

Best,
Stefan

[auser]

Thanks. Please forgive me if I state the obvious, I just want to make sure I am understanding.

We will be releasing the new major versions together

So new versions of PDF-XChange Standard, PDF-Tools, and PDF-XChange Viewer Pro are all typically released at the same time.

- so you will get a new license for the new Pro bundle

So when the new versions are released, PDF-XChange Pro also goes to the next higher version. When this happens, people who are currently eligible to receive free upgrades will also receive their license to the newer version.

you could use the Pro key, and manually install each of the three products separately with it - it will be accepted and will work that way as well.

I can install PDF-XChange Pro using its dedicated installer or by installing each component separately. Either way will work and the same PDF-XChange Pro license key is used either way.

Thank you again for your help.

[Paul - PDF-XChange]

Hi auser,

So new versions of PDF-XChange Standard, PDF-Tools, and PDF-XChange Viewer Pro are all typically released at the same time.

This is the intention this time, although with the nature of software being what it is and the potential for changes we will not be held to that.

So when the new versions are released, PDF-XChange Pro also goes to the next higher version. When this happens, people who are currently eligible to receive free upgrades will also receive their license to the newer version.

When the new version is released users with valid maintenance will be offered the opportunity to upgrade for free. Action on the user part will be required. Users of the current version without valid maintenance will be offered the opportunity to upgrade with a discount.

I can install PDF-XChange Pro using its dedicated installer or by installing each component separately. Either way will work and the same PDF-XChange Pro license key is used either way.

Yes.

hth

[auser]

Thanks a lot.

[Paul - PDF-XChange]

[TheTaxWizard]

I purchased Version 2.x of the Viewer with the understanding that I could upgrade for free to V3 when it comes out (it was supposed to be by the end of the 1st Quarter 2011, then the end of the 2nd quarter 2011, then by the end of the summer holidays, 2011). All these dates have come and gone yet Tracker still promises that V3 will be outstanding - beyond anyones expectations including features like warp speed capability, Star Trek type transporter systems, phasers and water free laundry cleaning.

Sadly, I am losing hope that this product will ever be updated.

I would be very cautious if a new purchaser of this product. Repeated promises of updates from Tracker seem to indicate that V3 is nothing more than vaporware. Too bad too, because the Viewer is a good one - it just needs the ability to edit PDFs (promised in V3) and it would be perfect (for me).

[Paul - PDF-XChange]

Hi TheTaxWizard,

I must confess that the delays in V3 have been beyond what we had expected and we are asking our customers to be particularly patient in this regard. I can say for sure that V3 is progressing and is nearing completion. There is a formal announcement regards this here: https://forum.pdf-xchange.com/ ... 35&t=10100

I do appreciate your frustration, bear with us and you will have V3 very soon now.

hth

[TheTaxWizard]

Paul,

Thank you for posting. Yes, I have read that particular topic and and holding put hope (though as mentioned it is fading) that Version 3/Version 2011 will be a reality.

PDF Viewer is without a doubt the easiest PDF application I have ever used all it was missing (for me) was the ability to edit PDF files. I particularly like the ability to add documents from a currently open document, which I do often.

The main reason for my skepticism had to do with the fact that PDF software is not rocket science - i.e. we are not talking about a multi-threaded 64 bit operating system here - yet the delay is now approaching 7 months and more. Still, I will continue to hope and pray :O).

Thanks again,


Bruce Tyler
User: TheTaxWizard
Palmdale, CA.

[TMiB03]

Paul,

Thank you for posting. Yes, I have read that particular topic and and holding put hope (though as mentioned it is fading) that Version 3/Version 2011 will be a reality.

PDF Viewer is without a doubt the easiest PDF application I have ever used all it was missing (for me) was the ability to edit PDF files. I particularly like the ability to add documents from a currently open document, which I do often.

The main reason for my skepticism had to do with the fact that PDF software is not rocket science - i.e. we are not talking about a multi-threaded 64 bit operating system here - yet the delay is now approaching 7 months and more. Still, I will continue to hope and pray :O).

Thanks again,


Bruce Tyler
User: TheTaxWizard
Palmdale, CA.

try closer to 14 months. But I will continue to sit and wait patiently, as I was promised that even though it has been more than a year, that I will still get the upgrade to V3 for free.
*edit* dont get me wrong, I am very appreciative that I have been assured that I will be allowed to upgrade. *edit*

[Paul - PDF-XChange]

Hi Guys,

your criticisms are valid and in truth I appreciate that this is done with a degree of respect. The fact of the matter is that this version is an almost completely new product from the ground up. We have refactored the entire structure to incorporate the plugins architecture and a great deal more. This is not a patch or bunch of pieces 'cobbled together' on top of what is in place now by any stretch of the imagination.

We are seriously on the 'home straight' now, your extended support in waiting with such patience is genuinely appreciated.

Regards the upgrade costs, we have always been more than 'generous' with upgrades in respect to qualifying dates and this instance will be no different, especially considering the regrettable but unavoidable delays that have occurred.

hth

[sara sommers]

Considering how devastatingly Microsoft cast off all us XP/Pro users (my old laptop works perfectly, less than 5 yrs old, but has only 1/2G of Ram and is now dead-ended, can't even get critical updates), and how much I had to spend to get a new laptop that I hope will last for at least 3 years before it can't run the latest MS inventions, it would be nice to save more than $8 on an upgrade from version 3 of PDF-XChange Pro.

I am upgrading Microsoft Office from 2000 to 2010 for $99. I have to upgrade ftp, graphics editor, email software, file utilities, etc, etc. and can't remember the last time I broke apart a pdf document, 99.99% of the time I just use the printer.

You have explained here that you basically completely rewrote the product, yes that is clear. But actually, that means I am buying a different product. Only my customer loyalty is making me trust that it will provide the favorable traits I bought in 2006 - runs fast, clean, easy on resources, etc. I've never needed tech support until the printer stopped working summer 2011 upgrade of Firefox. Especially with all the free stuff out there, I think you should reward customer loyalty with more than $8.

(edit) Hmm, 10 minutes after posting this, the screen that was showing me the cost of $66 upgrade (vs $74 full retail) is now gone, and showing me that I am inelligible for any discount on an upgrade.

[Paul - PDF-XChange]

Hi Sara,

I won't speak to the question of the size of the discount - that's not my role - others will see this post, but I should be able to help you with the change in the discount reported to you by the website. It may be that the system thinks you have used your discount on an upgrade already. If you write to support@pdf-xchange.com and include your account user name and email used for that account I will take a look and see exactly why you are no longer being offered that discount.

hth

[RadarSadie]

Ho hum.... I see now that May 31, 2012 is the "scheduled" release date for the next version.

Can anyone spell V A P O R W A R E ???

I bought V2 of Xchange Viewer Pro with the promise of a free upgrade to V3 within a certain period of time. Anyone out there a gambler?

[John - Tracker Supp]

I appreciate we deserve some criticism for the delays and we have endeavoured to be as honest as possible about them. For these we are apologetic to all our clients and embarrassed, however ...

In the time you have owned Version 2.x - you have received copious product feature additions and functionality addons - all without charge. The latest being OCR functionality which will continue to be extended over the coming months and years.

Your accusation of

Vaporware

is both unhelpful and unjustified - the mere fact we have chosen not to increase Major version numbers over the best 3-4 years is not a fair reflection on the considerable functionality that has been added - more a reflection on the fact we dont 'fleece' our clients for additional cash every time we add a tweak or button.

If you or any other client feels that over the time they have owned our product they have not received value for money - then we will be pleased to entertain a request for a refund and will do so based on cost you paid - amortized by the time you have benefited from ownership. Please email sales@pdf-xchange.com.

If on the other hand you are simply a competitor or someone seeking to fire a cheap shot - you have done so - enjoy it because we have better things to do (like concentrating on legitimate support requests and user inquiries - and finishing the new releases) than trading diatribes with those who just have too much time on their hands and nothing better to do.

[menes]

If you bought v2 and at that time tracker promised free upgrade to v3 what difference does it make if v3 was provided then or now or after two months? As long as tracker keeps its promise to you I don't see any foul play.

@tracker, maybe it was a mistake to keep adding features to v2 while you tried to complete v3 but it was your choise.

[John - Tracker Supp]

Thank you - your points are well made - our development team was instructed not to add additional features unless urgent - however in an effort to please - many new features 'snuck' in despite this - this will definately not happen on such a wide ranging basis in the future.

[RadarSadie]

I am by no means a competitor. My accusation of vaporware simply stems from the facts: repeated promises of a new release, now spanning over a year. If you intend to honor your promise of a free upgrade to those who are now out of their eligability date (like me), then kudos to you sir. If however, no future releases are planned at all and the promise of one is only to keep selling the current version, then shame on you.

The latter is indicative of a company doing exactly what Tracker has been doing - making promise after promise after promise - even providing release date after release date after release date with absolutely zero results. I am not the one breaking promise after promise, sir. Tracker is.

There are other PDF packages out there that provide, for example, in-document editing. There have been for a very long time. How come this feature has not been added to V2?

The software is quite good as - very easy to use and the first application (that I discovered anyway) to use TABS! My argument is not with the quality of the software. My frustration is with the vaporware promises.

I am surprised you are so offended. Tracker would not be the first company to do this. Can you spell Microsoft?

[John - Tracker Supp]

As I said in my original reply - I have no intention of entering a long and drawn out exchange with you.

We have issued a firm and irrevocable date for the release that will be met - end of story.

You have received a money back offer - if it was our intention to 'flim flam' you with date after date - I would not have done so.

The choice is yours - please wait or write to us at sales@pdf-xchange.com and we will consider your request for a refund.

Please do not post again on this topic - it will not be responded to and your account privedges will be withdrawn - this is a waste of your time and ours and serves no useful purpose.

[RadarSadie]

......"We have issued a firm and irrevocable date for the release that will be met - end of story."

That's what I wanted to hear. If this reply means my account privileges are revoked then fine. I'll return the software. If on the other hand my account is not revoked I'll wait one more time, until May 31, 2012. I appreciate the confirmation of the solid date.

[John - Tracker Supp]

So lets let this lie until May - when the new release - will - be available.

[ccarrot]

Oops, one more request: where on the site, exactly, is this firm target date of 'May 31' posted?

This is the first time I've seen it, and I too am anxiously awaiting the new version. I would like to know of one 'official' location to monitor for progress updates, instead of having to search the forums for comments by frustrated users and replies from equally frustrated support staff...

To be clear: I find your current product very usable, user-firendly, stable, quick and just generally better than any other pdf program I have used, including Adobe. I adore tabbed pdf handling, and your viewer is nimble even with quite lengthy or large pdf files. I simply find it lacks one key feature for my use: the ability to perform actions on (or even select) multiple edits/comments (i.e., the ability to select multiple edits or comments in a sheet, then move them all together, or delete them all, or rotate them all, or copy/paste them all, or change them all to blue, etc.) Honestly, once XChange Viewer provides that capability along with its existing versatility, I will be *very* strongly recommending the Pro version to our IT department for general company use.

When I first installed this product to try it out back in November 2010, I mentioned this lack to your company via your upgrades email address. I was assured at that time that the functionality would be available 'early in the next year' with Version 3. I understand that you have run into some unexpected delays, but I very much would like to be able to start the push to roll this out to the rest of my colleagues. For minor drawing/document markups and manipulation, this could be the killer app that's accessible, usable and shareable beyond anything else out there. It cannot achieve this status, however, if a drawing feature painstakingly composed of multiple overlaid edit elements has to be migrated/copied/pasted one line at a time (for example, if it should have been located elsewhere on the page, or the user needs another similar group of edits on another sheet).

Of course, now it seems I will have to test the new version quite thoroughly, to be sure that the excellent speed and stability I have observed in the existing version has not been lost to feature-creeposis...so please, where on your site are the official progress report/release date updates posted? And please don't point me to viewtopic.php?f=35&t=10100 , as that thread has not been updated since June/2011.

Many thanks!

[John - Tracker Supp]

Hi,

You will be able to view the status of the updates on the News item located here ;

https://www.pdf-xchange.com/company ... s/view/111

The dates specified here are firm and we believe 100% accurate - barring any major 'Force Majeur' type incidents - Flood, earthquake, nuclear devices etc

But I should also say dont expect copious progress reports because they wont be posted unless the release is imminent or there has been some catastrosphe ...

HTH

[ccarrot]

Excellent, thanks so much John!
cc

[John - Tracker Supp]

Pleasure CC