I would like to know what other members of this Forum think who use RIP software, including users of Impageprint from Colorbyte:
https://www.colorbytesoftware.com/I am using their Imageprint software for probably 7-8 years on my Epson 4800;
bought paid updates over those years;
I am up-to-date on the current version 10 of Imageprint.
Imageprint v10 is currently priced at $895.- for a 17" printer like an Epson SC5000 (to which I switched very recently).
Turns out I lost the USB dongle that is required to run the software;
I called Colorbyte support to get a new dongle expecting a shipping fee and some fee for the new dongle.
Nope - support tells me that "policy is to rebuy the software for $895; do they know that I am customer - yes, sure; but policy for a lost dongle is to repay the full software fee".
Support says she understands my frustration, but she cant change that policy, talk to John Pannozzo (probably owner or co-owner).
I talked to John; answer on the phone call:
- this is our policy
- you could sell that dongle in reality, and just make this up, so we cant send you a new dongle
- go search for the dongle more, if you dont want to rebuy
- I sent two more emails to John -- he seems not to consider my emails worth a response. I find that quite rude.
I checked all of their documentation available to me regarding this - in my opinion - terribly one-sided policy;
having to repurchase the software due to a lost dongle is a significant risk for a customer one should know upfront about:
- not mentioned anywhere in the Imageprint manual
- not mentioned in the software license agreement.
I find that unacceptable - an undocumented policy that represents a significant risk for anyone buying from Colorbyte.
The only rationale given to me is that I could be a crook trying to trick them, although I am a customer for many years and purchased over time paid upgrades.
Am I wrong with my judgement that this undocumented "policy" is wrong -- do other folks here think that I should repurchase for $895.- a new dongle?
Imageprint provides value, is a great product, but I paid for my license already and Colorbyte chooses to ignore that.
Peter