Problems with Snagit by TechSmith
I’ve been a power user of screengrabbing software since my time at Critical Mass. At CM, among other things, I learned to be very detailed and very visual for the purposes of better customer service and team communication. I’ve become a power user of Snagit screen capture software in 2006 and even purchased a version of that software.
Some of my favourite functionality was full-page screen grabbing, which allowed me to take screenshot of entire pages and report on ads for clients. It also helped me to do page reviews for clients. Great tool altogether! However, around 2010 I started noticing that the full-page capture is not working. At the same time TechSmith started upselling for a new version of the software.
Since one of my favourite online tools stopped performing I started to look for alternatives. And I found a good one, and a free one called WebKut. You can get a copy of that at Download.com. It’s an Adobe AIR application that acts like a browser. All you need to do is open it, get to the page of interest (even log into a private area) and take a screenshot. Works great for me! Kudos to the developer of WebKut.
However, I’m still using Snagit by TechSmith because it’s part of my process. It still does well to capture regions on a page and I’m very used to it. However, what actually triggered me to write this post was a recent email I got from TechSmith upselling a new version of the software claiming that bugs were fixed and it’s more powerful than ever. It’s all good, but why do I have to pay twice for the same product if the company didn’t get it right the first time?
I checked what other people are saying on these products online and didn’t find much. I did see a few posts that were removed. I also noticed that TechSmith’s is not so bad at responding to negative comments and software reviews. However, developing a good product is one thing, but making a marketing decision to upsell bug fixes is not living well with me. I’m using a lot of tools that have bug fixes included in the lifetime purchase of the tool.
Have you ran with similar problems with Snagit or any other TechSmith products? Feel free to share your thoughts and ideas as well as alternative products here in comments.
4 Comments
Hi Alex,
I’m Natalie Scott from TechSmith. As you mentioned, we’re really interested in what our customers think about our software, so I’m sorry to hear about your frustrations with Snagit.
I think you may be mistaken about the most recent release requesting a paid upgrade. The most recent email you received would have been for a minor update, so if you’re running Snagit version 11 you would not be asked for any money. It sounds like you may be running a previous version of Snagit. I would be happy to provide you with a free copy of our latest version so that you can operate with the most updated version. That may very well solve your problems with scrolling capture.
Email me? N.Scott AT TechSmith.com
We do our best to make sure our customers are happy, so please accept my apologies for your frustrations with Snagit. I hope we can resolve them together!
Best,
Natalie
Global PR Manager
Natalie,
Thanks a lot for a quick reaction! In fact, speaking in terms of client relations, what you just did was transform a client experience with your brand.
I just want to make sure that my readers see how this worked and how you turned me back into a customer that feels special.
As I mentioned in the post, I like the tool, but had issues with scrolling page grabs, so altogether I like the tool and will continue using it.
Thanks again!
Alex.
You’re very welcome, Alex! Are you sure I can’t get you a free copy of the most recent Snagit release? It should fix your scrolling issues! Feel free to email me N.Scott AT TechSmith.com if I can help with that!
Natalie! I just did send you an email. Thanks a huge lot for the offer. I look forward to staying in touch!
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