PureRAW customers: Why are we treated worse than new DxO customers when buying PhotoLab 10 for the first time?

DxO PhotoLab
1

I have been a loyal DxO customer for several years and have purchased several PureRAW versions. However, I have never owned PhotoLab.

I am now considering PhotoLab 10, but I find myself in a rather odd situation:

  • Because I own PureRAW, I am considered an existing DxO customer and cannot use the 20% discounts offered to new DxO customers.

  • Since I have never owned PhotoLab, I am not eligible for a PhotoLab upgrade price either.

  • I am therefore offered only the regular price for a new PhotoLab license.

I contacted DxO Support, and they confirmed that this is how the current policy works.

I understand that different promotions may target different customer groups. But I find it difficult to understand why a customer who has purchased three versions of PureRAW is apparently in a less favourable position than someone who has never purchased anything from DxO, when buying PhotoLab for the first time.

Are other PureRAW customers experiencing the same thing? And will PureRAW customers who have never owned PhotoLab be eligible for the general PhotoLab 10 Black Friday promotion?

I would also appreciate an official clarification from DxO.

2

Try another mail address and be happy with 20% on your 2nd account :wink:

Regards

Uwe

3

I was going to suggest the same thing.

If DxO are not going to be very accommodating, just use this loophole (never mind trying to change their ways, it seems to be a wasted effort).

4

Or just wait for Black Friday, when you might save even more or be angrier that you missed out.

5

Yup, I too found that in the fine print when I went to buy PhotoLab after buying Nik Collection. Damned annoying, but I’m reliably told that you can get around it by using a new email address and setting up a new account. :smirking_face:

6

Just use a different email address. It works just fine. But you are right, not much customer loyalty from DXO there at all.

7

DxO does not seem to care a single bit about customers loyalty. It’s their way of doing things, they certainly are allowed to be like that, probably due to the way the people running the show were raised/educated/trained to do business.

The reaction to that is, in my case at least, customers have zero attachment to the company. For example, I use to purchase software from people and diligently pay for upgrade and whatnot because because I wanted the company to do good. I have zero such incentive with DxO; I buy the software because it fulfill a particular need, the day a competing product will fulfill that need better or at a better cost it will be bebye DxO.

8

I ran into the same issue, and I am perplexed at their marketing approach.

I own Photolab, PureRAW and Nik going back to Photolab 2. I recently got interested in Viewpoint, but found out that I could not get the 15% discount because I am already a customer. This does not make sense to me.

I just decided not to purchase the product, their loss, however I know they could not care less and not going out of business because I did not buy the software.