[guide.chat] In reply to: Upgrading Guide 6 to Guide 7.

From: Sarah Jones <Sarah.Jones@xxxxxxxxxxxxxxx>
To: "guide.chat@xxxxxxxxxxxxx" <guide.chat@xxxxxxxxxxxxx>
Date: Mon, 25 Mar 2013 13:22:41 +0000
We're sorry to read that some of you feel unfairly treated with regards to 
upgrading Dolphin Guide and the recent release of Guide version 7.

Back when Guide was sold by Software Express, some customers purchased an 'SUP' 
or Software Updates Package' which meant they would automatically receive any 
available updates or releases over the following 3 years. This package was only 
available when buying a new box of Guide OR as part of a Silver or Gold 
computer package. If you did not purchase an SUP (or 'SMA' as Dolphin call it) 
then upgrades are chargeable at the time of their release - it is of course 
optional and you decide if you want to upgrade or not.

After Dolphin acquired Software Express in November 2008, version 5 of Guide 
was released in February 2009 followed by version 6 in July 2010. Unlike any 
previous version, no fewer than 7 free updates were released for Guide version 
6 and these were available to ALL Guide version 6 customers via the Internet 
Updater.

As you know from experience, computers and the Internet are an ever-changing 
landscape which we work continually to support with Dolphin Guide. For example, 
each time the BBC change their Listen Again service or websites get updated, we 
invest time and effort to ensure this works with Guide. During the lifetime of 
version 6, we worked on a large number of fixes which were delivered in these 
free updates. Clearly this development work alongside providing a support team 
to assist customers over the phone has a cost associated with it and the way 
this is paid for is by customers paying to upgrade when a new version becomes 
available. It would of course be lovely if we could offer existing customers 
free updates for life but this just isn't sustainable.

Upon the release of version 6, new customers were given 2 years of free updates 
and one free upgrade to the next version, when available. Dolphin has in fact 
decided to exceed this offer and will deliver version 7 AND 8 for free to 
customers who purchased version 6 at full price.

In summary, the people who are eligible for a free upgrade to Guide version 7 
are:
* Those who bought version 6 as a full box
* Those who bought version 6 as full box, with a computer package
* Those who have a valid Software Management Agreement (SMA) with Dolphin
In line with this, we continue to despatch the version 7 discs to these 
customers and will continue to do so over the coming weeks.

Dolphin is sympathetic that some people may feel disappointed and if you have 
any valid documentation from Software Express which states anything different 
then we'd be more than happy to review it on a case-by-case basis.

Sarah Jones at Dolphin Computer Access
sarah.jones@xxxxxxxxxxxxxxx

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Dolphin Computer Access Limited. Registered in England No. 2065974. Registered 
address - Technology House, Blackpole Estate West, Worcester, WR3 8TJ, United 
Kingdom.
[guide.chat] In reply to: Upgrading Guide 6 to Guide 7.

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