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Caveat Emptor - (Thinking of buying Wasatch Softrip?)

Caveat Emptor - Wasatch Softrip
Submitted by Jimmys on Fri, 03/12/2010 - 7:19pm.

* General Discussions

Caveat Emptor: (Thinking of buying Wasatch Softrip?)

from my post on www.Signs101.com:
Link: http://www.signs101.com/forums/showthread.php?threadid=63420

After trying unsuccessfully a number of times to speak to Tech support at Wasatch. I sent the following email to all the addresses on the Wasatch website hoping to find a customer service minded individual.

“My computer crashed and I lost my hard drive with everything in it; including my Wasatch 6.1 Install file. My Serial number is XXXXX. Can you please email me a copy of the install file?
I have my key and my codes; just the install file is missing.

Thanks in advance!

Jimmy “

Here is the reply I got:

Hi Jimmy,

Sorry, we can’t do that for 2 reasons :

1- The service contract for Serial Number XXXXX expired on April 11, 2007.
So, as long as you don’t have a service Contract in good standing we can’t provide you any support.
2- We don’t keep older versions: the current version is 6.6.
The only way to solve your issue is to upgrade to version 6.6.
Pricing for upgrade and service packages varies by product; I believe in your case it would be:
US/Canadian Pricing in US Dollars
Standard Large Format SoftRIP $599
SoftRIP Small Format Edition $299
SoftRIP Desktop Edition $299
SoftRIP SP Large Format Edition $599
SoftRIP SP Small Format Edition $599
SoftRIP SP Desktop Edition $299
SoftRIP TX $599

Every upgrade includes 6 months of technical support and free updates during the tenure of your contract.
From your e-mail address, I assume you are based in the USA; the best would be to contact your Wasatch reseller and order this upgrade.
Best regards,
Philippe Duval
WEMEA Channel Manager

Phone: + 32 (0) 474 478 352 or
HelpDesk after 15:30 GMT: +1-801-575-6315

Email: pduval@wasatch.com
Web: www.wasatch.com
Skype: pduval

Dear Philippe:

Thank you your prompt reply:

First of all, I am not asking you for support.

It would have taken you less time to send me the download link to the file I asked for than it did to write you reply.

I have never heard of a company that refuses to give you a copy of software you bought and paid for from them.

It is obvious that being told by your company that you no longer have a copy of a product that has only had minor upgrades (since the version I have; 6.1), is just a ploy to extract more money from me for something I do not need or want.
I am not interested in upgrading Wasatch Softrip; because the sales rep and customer service personal I have dealt with at your company are callous, and seem to delight from being unhelpful.

The only pleasant experience I have had with you company was dealing with your support personnel, however, as I have been told several times (again, expending more time and energy that it would have taken just to email me the link to download the file) I can only speak to them if I have paid the $299.00 biannual maintenance contract price that you demand (In my case you want $599.00).

$600.00 a year seems like a pretty steep price to pay for a product that (in my case, as I have the cutting option and variable data option), retails for $3745.00 (Three thousand seven hundred and forty five dollars).

I am sure everyone that posts questions on the internet asking opinions over whether to purchase Wasatch Softrip, or a competing program, will be very interested to find this out about your company.

Therefore, as a service to my fellow colleagues, (before they make the same mistake I did by buying Wasatch Softrip), I intend to post your reply on Large Printing related sites such as Signs101.com, BigPicture.net, PrintPlanet.com, Graphic esignForum.com and any others I can find.
This will probably hurt your sales, but so has your company’s refusal to provide me with a product I paid you for. (These names come from a Google search and I am not associated or affiliated with any of these sites)
Also, I’m sure your competitors will also appreciate receiving a copy of this email)

Have a great day;

Jimmy Rivera

cc: wct@wasatch.com

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