I am perturbed at the way the 'upgrade' has played out for older customers and what it indicates about care and concern for customers.
System said there was an update. I update. Then I get told my account is created before 11-23-2011 (ie 23-11-2011) and I must download a 'compatible' application or signup for a new account. wtf?
Since I had recently within the last couple of months just re uploaded most of my backup (new laptop and reorg), I didn't want to go 'backwards' or be stuck with additional software.
So I tried to understand what is going on - something about underlying architecture - fine - so convert the files. Ah "not possible" (oh come on, anything's possible. If I can do a restore, cancel my account, create a new one and reupload, then you could convert the files - it just means you not prepared to do it, not even to maintain a reputation and keep customers happy.
In the business world I come from, an existing customer is to be cherished and looked after, not inconvenienced.
There is a prompt to signup for a new account...There is no mention of whether the existing months left on the account will be credited to the new account. Further research shows that cancel means no refund.. somewhat high handed approach to existing customers.
I have no problem blowing away the backup and starting again with a clean setup. I gather from the other gentlemans post (see Bizarre policy) that this is not encouraged, facilitated ? why not ? - told to cancel a/c and signup for new.
The thought occurs that either
1) you are trying to get rid of older customers for some reason
2) or the process is just not being well managed..... also concerning when it is one's backup provider.
I am astonished that you would not provide or simply manage a conversion of your existing customers. At the least you perhaps could have celebrated the change by offering existing customers an incentive to put up with the inconvenience and convert their accounts.
In the interim I download the compatible application only to find that now I'm back at the old version 3.4.1 and not a version of the new version 6.0.0..... what a waste of my time!
Since I need backups to be happening now, I have to live with it until such time as I can look for alternatives or account is due for renewal (or for course just forgo the funds, not a big amount but I don't feel like rewarding bad management.
If we stay, are we forever going to be stuck on old software that is possibly not updated or maintained as the new version gets all the 'love' ?
Seriously folks, you have this referral program thing going (those inane "recommendations") and then you mess around existing customers... not good.