From the outset, and to be clear – Snagit as a product is an excellent tool and use it extensively to support teaching and research, and Technical Support.Unfortunately, the customer service behind it is anything but supportive. As one of the larger education providers in the UK - 20k+, I doubt this experience will come as much of a surprise leaving 2 stars - at best – and that is purely because the software itself is strong. The support to date could tempt me to shave off one more given an unlicenced product is of no use.I have held a licensed copy of Snagit for a couple of years and renew its maintenance annually via our business purchase-order system. The renewal cost is modest, but its a licence no-the-less. This year, I raised a purchase order three days before renewal was due after a reminder was received. On the renewal date itself, nothing had changed, so I reached out to support through the website support to confirm they received my PO and to provide evidence.To their credit, the initial support technician was excellent – I provided all payment and account details, and the issue was promptly escalated by him to sales. So far, so good.Then everything stalled.Three days passed. Nothing. I chased. A day later, I was told the case had been escalated to Tier 2. Again, promising in theory. Five days and several follow-up messages on my ticket, still no action, no clarity, and no progress whatsoever. I signed out of the software and back in to see if that will help and the old date remains. My old key and account remains as per the previous year.I appreciate that renewals may involve a convoluted process behind the scenes, but the lack of communication gives a very clear impression my account is being quietly sidelined, or worse, nudged towards a full-price repurchase and wonder how many others with the old licencing are affected by this. If that is not the intention, I apologise, but it certainly feels like it.A great product cannot compensate for poor support that appears unresponsive, opaque, and frankly indifferent with no complaints or feedback portal on their own website - which is odd in itself. I hope this experience prompts some reflection within the support and sales teams, because customers – even existing and long-standing ones – should not have to fight this hard merely to renew something they already paid for fully in the past.
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