Hi guys -- this was included with my survey response. But since the survey isn't working for anyone yet, I thought I'd post these thoughts here:
First, let me say that I do like your products a lot. You have very clever and unique features, and definitely enable me to do things as a non-professional that would otherwise be beyond my reach. I also love that you have opened a marketplace for artists to make money using your products (note - I am not one of them, but just applaud the general idea).
That said, I absolutely despise your website, stores, and especially upgrade paths and promotions. Pricing in general is a giant disaster in my opinion. I respect that you're a business and do not expect anything for free... but the way you go about this leaves a very bad taste.
Some of this has to do with piecemeal features (which also greatly complicates workflow in many cases). But that's a minor problem in the grand scheme -- and it looks like you may be making some efforts to improve that. Bravo.
Upgrade paths are not clear pricing-wise, and in some cases feel excessive. Again, it's not that I don't think you deserve to charge for your major upgrades... but you make it difficult for your existing customers rather than easy. Your upgrade price as a percentage of new-purchase price is often insulting. In addition, since most of your best pricing comes through bundling, I find that my best price involves buying copies of things I already own. The coupons come and go too quickly, and real pricing is obtusely hidden in combinations of discounts, original MSRP, time sensitive promotions, etc.
Here's an example. I saw last month that you have iClone 8 and CC4 coming out. GREAT! I tried to find upgrade pricing on your site, but only found a lot of promotions for buying bundles that would come with the new versions. I already own the products in these bundles, so I wanted to see what the regular upgrade pricing would be. I could ONLY find that in a FAQ section, and even there it is unclear. However, it appears there is $100 price difference between new customer and upgrading from the last MAJOR versions? That in itself is insulting.
However, I then read in that same FAQ that you have a promotion for buying content and getting "free" upgrades... so I think, ok, I could probably spend $800 on content, get the new versions, and not feel like I'm being swindled or re-buying. But the promotion does not work, and when I email support they tell me the promotion is over (despite still being in that same FAQ with pricing).
Next, I get a 50% coupon from you via email because you end-of-lifed CrazyTalk Pipeline. I think, ok, I can swallow buying one of the bundles (which again, I own already) if I use the coupon. But of course, it's not 50% off the real store pricing, it is off the MSRP that is never actually charged. The coupon is ultimately worth very little -- and of course immediately expired.
So I went from (1) being willing to upgrade at a reasonable rate (didn't exist) to (2) being willing to spend $800 with you on content (promotion ended despite being on your site) to (3) now not wanting to upgrade at all.
I feel constantly devalued as an existing customer by Reallusion. I've spent thousands with you guys... this isn't a good situation.
Your website is also infuriating. Multiple stores, every page opening in a new window.
Look... sorry this seems so harsh. I just really do want to like you guys more... and you're making it difficult. I feel like I'm at a smarmy car dealership when I just want to pay a fair and transparent price and support you guys. I get it, my existing licenses are still valid... no one is forcing me to do anything. But is this the way you want to do business? Is this the relationship you want to have with loyal customers?
I'll crawl back under a rock now. Good luck with the new products.