CompuServe Messages

When customers call within what we think is about two-three weeks from release, the sales types are to tell them that a new version is coming, and then ask if would they like the currently available upgrade or would prefer to wait for the next one. When an upgrade _form_ is mailed to us, we ship the current version out up to ONE week before a new release. This is because we don't know how urgent such an order is, and we took a lot of flak for holding on to upgrades at one point (we were trying to do the right thing, but it annoyed more than helped… so we don't do that anymore). We're not souless money grabbers. I think that's pretty clear – clearly you don't think so, but the mistake of thinking we are has been made by some. In support of my statement, we have the best image manipulation product on the Amiga platform – for that matter, on the Mac or PC, as well. It's _far_ better than AdPro; it's better than ImageFX. It's better than both of them put together. It's less expensive than either one – always has been, but now it is a _great deal_ less expensive. Our upgrades typically are more comprehensive than either of our competitors, come more often and cost less. I think it's pretty clear who the "good guys" really are. :^) As a business running with low cost policies, it's required that we have firm policies with regard to upgrades – since we don't make much from them, we have to sell them in such a way as to not lose by providing them. If we lose, then there's no point in making them, is there? Everybody wants something for nothing. I'm here to say that you can't get upgrades to IM for nothing – they cost us a lot, and someone needs to cover tha cost, somehow, or we'll have to stop. We've set the upgrade price carefully so that operation remains practical. With regard to mailed in upgrade requests, here's the skinny: In each new package are two sheets of paper which are intended to be sent in to us. One is a registration form, with some explanation of why a new customer would want to register. The explanation is clear, and there are two stamped, self-addressed envelopes to help the process along. The upgrade sheet says this right at the top: "We'd like to begin our relationship with you by offering you a free program upgrade, usable at any time. To use it, simply fill out the information on the convenient form below, mail or fax it in to us and we'll RUSH YOUR FREE UPGRADE BACK TO YOU IMMEDIATELY. Since we do upgrade quite often (about once a month!), we suggest that you do NOT send in the form right away; take some time and learn how Imagemaster works, and get comfortable with it. Afert a few weeks, send in the form—that way, you'll give us time to add just that little bit more to the program for your enjoyment. Want to wait until we have a new feature you really want? No problem—just call us to see what we've added lately!" The emphasis in the first paragraph was mine, added for this forum message. However, as you can see, the text is clear and unequivocal about what the form is for, how it can (and should) be best used, and finally indicates that there will be no undue delay when we receive the form.