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Network and Classroom Management Thread, Impero Renewal - charging full price again in Technical; Hey all, Regular user but wanted to be anonymous. I purchased Impero with 1 years support last year. The year ...
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    Impero Renewal - charging full price again

    Hey all,

    Regular user but wanted to be anonymous.

    I purchased Impero with 1 years support last year. The year is now up. I would like another years support so I have received the quote for 1 year maintenance but instead of it being, what I believe to be, the agreed price for a years support (around half the price of the capital cost) they are trying to charge me full price again.

    I phoned my account manager and she tells me this is correct. I've looked at the original quote and the wording seems to agree with me. It mentions a 5% discount and no worry of increases in price by inflation/tax/etc if you purchase multiple years support upfront, but no where does it say that if you don't purchase support from the off you will need to buy the product in full again if you want an extra years support - in fact the wording implies the contrary.

    Has anyone else gone through this process and can confirm either way?

    Thanks

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    Bump..

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    ..............

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    localzuk's Avatar
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    That doesn't sound right, however I would ask - did you let the support expire? Or are you still in support and are renewing?

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    Still in support. I agree, it doesn't sound right at all. They have also held off releasing the latest version of the software to us [in an attempt to ensure we renew]. I did ask but she said that's the way it is. I'm asking here because the more I deal with my account manager/impero the more I get the impression of "used car salesman" rather than professional company.
    Last edited by anon123; 20th May 2013 at 09:59 AM.

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    localzuk's Avatar
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    I'd be demanding to speak to someone higher up personally - those tactics are simply not right.
    @russdev - what can you say about this?

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    Sounds like renewal is as bad as there "sales" team.

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    russdev's Avatar
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    Hi


    Not sure what is going on as tend to stay out of sales but I want to make sure things are dealt with. So call me on +44 (0) 1509 611 341 and ask for me direct and I will look at what is going on and I will help you sort it. I am in office all day if give me a call I will help you sort it.

    Russell



    Last edited by russdev; 20th May 2013 at 11:20 AM.

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    All sorted now. Miscommunications to blame.

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    russdev's Avatar
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    Quote Originally Posted by anon123 View Post
    All sorted now. Miscommunications to blame.
    That is great glad it is all sorted.

    Russell

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    MordyT's Avatar
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    As another US school still in support, I am curious as to what the final deal was. Most likely we will not be renewing due to cost/budget (was hard enough getting it approved to start with), at least not before it expires.

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    russdev's Avatar
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    Quote Originally Posted by MordyT View Post
    As another US school still in support, I am curious as to what the final deal was. Most likely we will not be renewing due to cost/budget (was hard enough getting it approved to start with), at least not before it expires.
    Hi

    The USA sales as you know are dealt with by accro so slightly different and to be honest there are best people to answer. However I know guys at accro really well so let me know if need anything.

    As op said was a misunderstanding and all sorted.

    Russ

    As said

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    MordyT's Avatar
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    Quote Originally Posted by russdev View Post
    Hi

    The USA sales as you know are dealt with by accro so slightly different and to be honest there are best people to answer. However I know guys at accro really well so let me know if need anything.

    As op said was a misunderstanding and all sorted.

    Russ

    As said
    Can you send me the contact info for someone at acro?

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    russdev's Avatar
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    Quote Originally Posted by MordyT View Post
    Can you send me the contact info for someone at acro?
    Sure if pm your school details I can send you your account manager contact details etc..


    Russell

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