That is pretty smart. It is like saying we just give support to the ones that pay for it - period. If you then keep the general service level really low it gets even easier to sell “Premium Support” even if it might not entirely live up to the concept. The situation is well timed too since I guess people have never had so much trouble with Photolab as just now.
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I somehow missed this whole thread. I only found it while searching “premium support” after receiving an email that explained offers including it.
I don’t see a big problem with the concept of premium support. As someone else said, most companies do it. The problem I do see is the low bar they are offering improvements on.
Yes, my latest support request was addressed in a reasonable time. Even though the outcome was “expected behaviour, we’d like to fix it some day”. But we have no idea what they are working on fixing.
It is understandable not to publish a roadmap of features (though some companies do), but surely it’s not commercially sensitive to say what they are working on fixing. They did with the recent macOS regression issue. “We are working with Apple” they said. Great. Thanks for the communication.
The biggest problem in tech, and indeed in many other areas of life… lack of communication.
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@zkarj And have you seen the offers that bundle an element of (free) Premium Support in the price Welcome to the DxO shop
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If I were to start out now, as I did when I first bought the PL+FP+VP bundle with PL1, it would cost me €391,97 instead of the individual prices, which amount to €489,97. A 20% reduction and, because the combined price is more than €200, I would also get 1 year’s free Premium Support.
To my mind, that’s not too shabby and amounts to a whopping 32% discount on an all in total of €579,99 if everything were bought individually.
No, I am not paid, or even recompensed by DxO, just pointing out what could be, for a new user, quite a bargain.
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