Let Xara know your opinion of their Update Service feature.
Printable View
Let Xara know your opinion of their Update Service feature.
It stinks!!
I think, thanks to posts from Acorn and Kate I understand the update service now
I am not happy with it - I am not happy with it because of the OCC which can change without notice and therefore screw up ongoing maintenance - I am not happy with the regression on a new computer for same reason
In fact I am not happy with the program itself now - once I used most of it.. now since I don't use the web-stuff and I don't use the OCC [see above] it does start to look like poor value for money.. but there you go... plus ça change
We know how you feel about the update service, there's no need for a poll as A) this is beyond our control and B) This subject has been overdone now.
If you feel that strongly, you can let Magix know directly at https://support2.magix.com/customer/en . If the subject comes up we let them know our thoughts on the update service too.
Thanks
Rob
Hi, Rob!Quote:
Originally Posted by Rob-Xar
I followed the link you provided, but I don't see anywhere that I can post a concern. None of the subjects, as far as I can determine, point to expressing ones concerns regarding disappointments.
Hey Ron,
You can send it to either sales or technical support (or really any queue, they'll forward it to the correct one). They have meetings regularly where they discuss commonly reported issues so it would be brought up and passed to the higher up management about something customers are complaining about regularly.
Thanks
Rob
Voted...for the amount of good it will do given the general attitude.....
@Egg, before I vote...
The Update Service is explained by Xara in its linked document here: https://www.talkgraphics.com/showthr...ting-Explained.
The Update Service offering must be understood within the context of the End User Licence Agreement that you accept by using the product: https://www.xara.com/us/eula/.
Xara builds and Magix delivers and handles problem tickets and communications and "offers", direct and bundles.
Consequently, there are three aspects that need to be considered for the Update Service: in cover, support and out of cover.
In cover, all that can be challenged is the frequency and content of version updates and problem management.
Out of cover, the EULA is explicit in that you lose on-line access.
Support can be broken down into incident handling (in cover) and version regression.
Your Poll places me in a quandary.
Yes I "understand" the Update Service; it is a subscription if you wish to retain fully functionality into the future. Unless you take direct measures, you can lose some functionality and content use. There is a choice, which neither Xara or Magix has been able to articulate readily.
The Update Service is not an "Option". It exists. Magix will not yield. I personally consider it to be flawed in its implementation but I am not averse to a subscription model.
Magix are in control. There are no UK Xara directors. Matt Bolton was parachuted in as Xara CEO to deliver Xara Cloud.
I would have preferred the Poll to be for marking Mark's (pun!) scorecard for his first year, ending 30 November 2018.
I believe that that would give him enough ammunition to go back to Magix and reclaim Xara Desktop application endorsement and vastly enhanced publicity.
Finally, as I can afford to update XDPX each year, I do so.
That said, I have stopped at XWDP12, which I only kept renewing to support TalkGraphics questions.
... my choice is therefore "Indifferent".
Acorn
P.S. What! No apostrophe in "Xaras"?
Personally, I prefer the method whereby you BUY the right to use the software and get FREE bug fixes for that version as long as they issue them. The software manufacturer does all their updates, and releases the next version. Then you have the option of BUYING the right to use the new version if you think that the upgrades warrant you purchasing it.
This have a look and use the next versions updated features before you buy them is just smoke and mirrors.
I'd like to revert to the previous methodology, but that's not going to happen.
The bottom line is you vote with your wallet. Either you purchase/upgrade to the next version or you don't ... it really doesn't matter whether you like it or not, it's here.
does not stop us arguing it is not a good idea - but since it is all magix and not xara this may no longer be the place to do it...Quote:
Originally Posted by Acorn
Xara are quite aware of our opinions.Quote:
Originally Posted by handrawn
I see there being three channels of communication:
The first is https://help.xara.com/ / https://support2.magix.com/customer/ - do note that the runaround we have endured for the last 10 months has changed (in the last week?) but I have no proof the FAQs exist or the incident reporting works.
The second is Matt Bolton direct: "If you have any questions about Xara and our plans, please feel free to contact me directly at any time. I can be reached at mattbolton@xara.com.".
The third is TalkGraphics. I am assured Dear Xara is read by Xara. I propose a Dear Xara Thread must be kept as a targeted issue with no deviation so Xara gets a clear message.
Acorn
Sorry, I'm even more confused Acorn.
Firstly, do these three channels of communication speak in one voice, or three different voices?Quote:
I see there being three channels of communication:
Why three channels of communication in the first place?
The only channel of communication I use is Talk Graphics. Now I'm being invited to communicate via Magix (can't recall Kate's link) or directly to the CEO. Why?
At one time I purchased the latest revision of Xara. It worked without issue, I was required to understand virtually no conditions. However since the Update Service I now need an almost solicitors understanding of these conditions. TG forums are full of members asking for for guidance/understanding of their problems re the Update Service and why their access to the OCC has disappeared.....
Kate asked:
Yes, firstly I'm stating I absolutely detest the Update Service. No argument.Quote:
Is there something that you yourself do not understand on this matter Egg, some question that isn't answered by the Update Service document or that isn't clear? Or are you simply saying you don't like the Update Service, which is a different matter and not relevant or helpful in a thread which was about the particular question of bug fixes - and therefore not in itself reason to keep that thread open once the question was answered.
Secondly I'm stating that why should I as a customer/client need to wade through & understand a convoluted update agreement. This clarification has been ongoing through this thread and it's earlier prematurely closed threads.
Hello, I purchase software ..... I don't expect to enter into intricate software agreements and have features disappear after a time period.
Now I'm being asked to not only to express my concerns in Talk Graphics but to do so to Magix.com and directly to the Xara CEO.
This all reminds me of the multi-contracts purposely confusing deals created by such ISP's, building societies, banks and utilities.
The answer Egg is to walk away... ok I expect you have a lot of investment in xara that will make that very difficult to do.. but it is either that or come to terms with the new way things are done... I don't think it's going to change, destopwise anyway; it is all driven by magix and this is the way they work, this is the way they make their money when they take over what another member called 'failing software' which xara was... else why ever did they hook up with magix in the first place... you look at the history of xara you see a really excellent vector program, but never enough sales to really make ends meet long term...Quote:
Hello, I purchase software ..... I don't expect to enter into intricate software agreements and have features disappear after a time period.
the answer from the company has already been made clear 'you don't have to buy it / renew it' - that is basic commercial tenet - we offer a product, you choose whether to buy it or go elsewhere, whichever you choose, have a nice day
I am just glad I never needed the online fluff
Egg, all I was trying to point out is that the Dear Xara Forum is clearly a one-way street as Xara rarely engages in any response or dialogue. Magix need to hear the problems it has specifically caused with its poor communication and Matt needs to hear it directly without it all being filtered away into noise.Quote:
Originally Posted by Egg Bramhill
I am not asking anything of you, I was trying to advise the most impactful way of getting your concerns heard and addressed. So the answer to your first question is that there are three voices, none of them are our making.
Knowing about the EULAs ensures you can assert your rights. For instance, v15 EULA disappeared from the Desktop application Help; it is now on-line. The EULA is no longer under version control and can, and has been, changed by Magix without notification. Magix also does not appear to have acted on the GDPR legislation so, sadly, a Customer no longer just buy a product, they have entered a contract based on the EULA.
Acorn
Well that is one possible solution HD. But not one I'd chose. I have many years invested in this software which has served me very well.Quote:
The answer Egg is to walk away...
So I prefer to remain and fight my corner ;)
Hi Acorn, cross posting going on here ;) I'll get back tomorrow.
It's tomorrow!Quote:
Originally Posted by Egg Bramhill
Acorn ;))
P.S. Sent PM
I rather expected nothing less - good luck :)Quote:
Originally Posted by Egg Bramhill
and that contract with magix right? [not read ver15 EULA in any form not having that ver]Quote:
Originally Posted by acorn
if so then more evidence that as far as the desktop goes 'xara' is just a label now - GPlace may do the coding, but they have forfeited control of that product
ah well this is really no longer my fight... I am not tied in.. nor am I ever going to be this side of Trump voting Democrat - I am done with it... so again, good luck
To be honest I'm not totally adverse to paying an annual Service Support fee - at least I now know when it's due and can budget for it. In the past I generally always purchased the latest updated version (bearing in mind I'm 'only' a PGD user, so no huge expense).
I'm not quite so pleased about some other aspects of the current Support Service, like the lack of updates, new features and bug fixes, but suppose in the end I just accept "that's the way it is" and try and make the best of it.
Unlike many other forum members here, I am not using the software for commercial purposes and therefore might have a different view on all this if that were the case, particularly the slow release of bug fixes!
Anyway, I've given this some thought and this is the way I see it (let me know if I've got it wrong!) ;)
Attachment 122180
Jono, a good summary diagram (Update Service rather than Support Service & typo - "loosing").Quote:
Originally Posted by Jonopen
The nasty in all of this is if you haven't used a Smart Shape, Button, NavBar or Template in the Online Content Catalogue, you lose any access after the Update Service lapses.
By "used", I mean downloaded into your Local Designs gallery. You can overcome this by right-clicking each of the folders and clicking the Download All button.
@Xara, why not do this for us with a sub-menu option? You already have this for the Content Installer, under Help. Your reason for this is where it was a purchase of an online program download and not a media version. Exactly the same difference.
Acorn
Thanks Acorn, I actually did it from memory quite late last night, so I’m not surprised. Me old noggin isn’t as good as it used to be at retaining things. I’ll amend it later, if anyone else comments.
Here's an updated version of my take on the Update Service, incorporating Acorns important point about losing access to unused/non-downloaded Content Catalogue content.
Attachment 122195
Rob is magix marketing Xara or they are Managing Xara?
So what have we got at present. From a poll of 21 TG members:
76% are Totally Displeased
19% are Moderately Displeased
5% are Indifferent
Nobody is Moderately Happy or Totally Happy.
I've no idea of the current user base of Xara software is. Here we can only judge from TG contributors, however disproportionate. 95% of users in TG are unhappy with the current update service and / or don't understand it.
They are in-charge of marketing & sales since October last year. They don't manage us and the update service / licensing is a Magix thing.Quote:
Originally Posted by behzad
So,actually magix is managing xara.
He who holds the key makes the other stay indoors,
whatever you want to do within your house is up to you
but you can't leave.
No, Magix do not manage Xara. Not sure how you can twist a no into a yes.Quote:
Originally Posted by haakoo
Hans its like tradesmen
I don't tell them how to do the job... but they only do what I approve ;)
This what you stated and sometime before about the installersQuote:
Originally Posted by Rob-Xar
You may create the software but magix does the rest.
forcing us to use the cloudbased content,which should be free to all and have a xara section if you want to make a buck of of it.
There should be a members section where we could sell our stuff too.
And forcing a license system that doesn't work
And also the marketing conduct by putting the upgrade messages into your face
You don't control that but it is in our face every time we use a xara product
And a support system that doesn't seem to work and makes people come here to complain ,making you go try to find out what is going on.
Yes Steve,
But if we all roll over and say amen to every half baked statement,we will get nowhere,now do we.
There is a marketplace created by Benjamin Moses where users can sell there creations.Quote:
Originally Posted by haakoo
https://www.xaramarketplace.com
To get back onto the topic of the Poll, I think the older demographic is more that we have had longer at discernment so we know what is good and what is just flash.
So raise Update Service issues with Magix directly, faults with the Desktop applications in the Dear Xara forum here in TG.
Elsewhere in TG, help each other and prove the Desktop applications are relevant and powerful for Web, DTP, vector and imagery.
Acorn