License renewal: why do I have to pay more than double the rate?

[Karsten]

Around 18 months ago, I bought the vivvo professional package (version 3.5). The CMS delivered by email since your client area hadn't been set up at the time.

Now, I want to renew my license in order to install the latest version of vivvo.

I send sales@vivvo.net a mail about my wish to renew my license, and I got the following reply:

Thank you for your continual interest in our software and services.

You are right about the client area - it didn't exist at that time, it is something introduced in October 2007. If you'd like to upgrade to the newest version (currently 4.1.1), as an old customer of ours we will gladly give you 40% discount to a retail price using (promo code)

I'm sorry but I simply don't get this.

Your website says loud and clear that a license renewal for the package in question cost $85.

https://www.vivvo.net/orders/browse_products.php?category_id=2

Furthermore, when ordering the CMS product, your website says clearly that you pay $295 one time.

https://www.vivvo.net/orders/more_information.php?product_id=3&more_info=1.

Despite these very clear terms, vivvo wants me to pay the full price again less 40%, that's $177, more than double the license renewal price.

This must surely be a mistake, or is this how vivvo treats old customers?

Another thing is that the promo code that vivvo send me yesterday has expired - but that's beside the point.

[boccio]

I'm afraid there has been small misunderstanding here.

The term "license renewal" applies to our valid license holders starting from new Vivvo 4.0 (completely overwritten application). People who used Vivvo prior to 4.0 version, with their support period expired, have the opportunity to purchase it with 40% discount, which is a perfectly fair deal, having in mind that Vivvo 4.x is fully rewritten application comparing to 3.x branch and was developed for over an year.

Please take a look at this "FAQ: Upgrade to 4.0 (http://www.vivvo.net/forums/showthread.php?t=1469)" forum thread from October 9th 2007:

If your free upgrade period has expired, you can obtain a coupon for 40% discount for purchasing the new version. Please contact sales@vivvo.net for coupon code.
This is all around our Forum, just search for threads where people inquired about this, like this one (posts #4 and #5):
http://www.vivvo.net/forums/showthread.php?t=2735

@Karlos: I want to get version 4 where do I go to get if I already am developer for 3.2

@boccio: Your grace period for upgrade is void and you need to contact sales dept. to obtain coupon code for 40% discount for new version. They will provide you with further assistance.
Bottom line, once you get into new client area with 4.x purchase (latest stable release is 4.1.1) you will be eligible to renew support/upgrades at $85 per website annually.

Hope this clears it a bit :) Anyhow, try the free trial - I'm sure you will realize within seconds it will be the best $177 you spent on a CMS :)

[Karsten]

Bocchio, thanks for your reply.

The 40% discount promocode I was send has expired. I have informed your sales apartment about this, but I haven't received a reply.

I would be willing to pay $177, its not a big deal after all.

But in the future, I suggest you be more careful with your wordings. when I paid the full price for vivvo 3.5, the terms read loud and clear that it was a one-time expense.

Vivvo has been completely rewritten, and vivvo 4.x is a far better application than vivvo 3.x. Sure, I'll agree with this. But legally it is the same product and it is marketed as such.

Essentially, the upgrade from 3.x to 4.x. is no different than the upgrade from vBulletin 2.x. to 3.x. vB 3.x. was also completely revamped and a far better application than 2.x., but unlikely you, vBulletin remained committed to their promise that the full price was a one-time expense. Your upgrade terms were written when 4.x. was launched and they conflict with your terms that the full price for vivvo is a one-off expense.

Anyway, perhaps you could PM (or email me) me a 40% discount code that works?

[boccio]

unlikely you, vBulletin remained committed to their promise that the full price was a one-time expense. Your upgrade terms were written when 4.x. was launched and they conflict with your terms that the full price for vivvo is a one-off expense.
You are absolutely right that wording made the confusion, can't argue that. And I do agree with you up to a point.

The license was and is lifetime. Your 3.5 license never expired, isn't that correct? And you can use it till the end of the world :) What did change was the term for upgrading once your free upgrades period expired. Everyone with valid subscription package migrated to 4.x branch with no cost at all. But, people with older versions who purchased the license long time ago had the opportunity to pay for the new version only the fraction of cost (half the price, actually). Therefore, full price for our license is one-time cost with us as well, no difference.

Bottom line, I'm glad you do like Vivvo and stick with us for such a long time - and for loyal users like that we always try to go an extra mile and keep them happy campers. There will be a little surprise in your cart as soon as you upgrade :)

[doncamillo]

You say:
The term "license renewal" applies to our valid license holders starting from new Vivvo 4.0

I had paid the 4.1.0 professional for 1 year ago. Should i pay now again for upgrading?

Anyway i dont want to upgrade it, but i am unable to download the version that i paid. I dont have the original install files of vivvo and now i have a problem and i am unable to find the original files of my paid version either.

How can i get my version's original install files?

[Karsten]

You are absolutely right that wording made the confusion, can't argue that. And I do agree with you up to a point.

Bottom line, I'm glad you do like Vivvo and stick with us for such a long time - and for loyal users like that we always try to go an extra mile and keep them happy campers. There will be a little surprise in your cart as soon as you upgrade :)


Yeah, the wordings are as little confusing, but as I said: no big deal. For a CMS of this sort, vivvo is by far the best and it is excellently supported. And trust me, I have tried most of them (phpcow, interactivetools' Article Manager, subdreamer as well as a few wellknown open sources CMS'es--joomla and phpnuke). You guys are a doing an amazing job, especially with all the plugins and widgets.

And thanks for the "little" surprise. It was actually HUGE!!!

[doncamillo]

I dont want to upgrade i just want to get my paid version.
I need original files.

What will happen now?

[boccio]

And thanks for the "little" surprise. It was actually HUGE!!!

You're welcome :)

I dont want to upgrade i just want to get my paid version.
I need original files.

What will happen now?

I guess you need to contact support staff - after upgrade period expiry you cannot download anything from Client area anymore. It is your duty to keep local copy of the software and other assets available for download. Especially if you do not have intention of renewing upgrades, access to downloads and free support.

We'll send you the copy of your software, just contact support via HelpDesk.