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NickShears
NickShears
Inspiring
August 25, 2014
Answered

No upgrade path from RH 9 to RH 11 for Australian customers?

  • August 25, 2014
  • 2 replies
  • 600 views
  • I want to upgrade my RoboHelp 9 to RoboHelp 11.
  • I'm an Australian, in Australia (although working for an American company).
  • The Adobe site therefore shows me an adobe/au page with upgrade eligibility details,
  • which says its possible for $599:
    http://www.adobe.com/au/products/robohelp/upgrade.displayTab2.htm
  • But if I go to the page to actually purchase the upgrade, the "I own" drop-down list gives only RH 10 as an option, not RH 9.
  • A telephone conversation with an Adobe person confirmed that RH10 to RH11's the only upgrade route available for Australian customers!
  • If I was in the U.S, I could upgrade form RH 9.

Has anyone found a way around this? I seem to have three options:

  1. Buying RoboHelp 11 at full price as if I were a new customer and hadn't been using it for a few years, or
  2. moving to the U.S., or
  3. buying a competitor's product?

(I'm ignoring the option of pretending to be in the U.S., because that wouldn't be honest)

Thanks

Nick

This topic has been closed for replies.
Correct answer NickShears

I've had discussions with Adobe again this morning. As a result, they changed their upgrade policy today.

They promptly contacted my reseller, giving them the SKU and price. The reseller's rep contacted me instantly, and I'm buying from him.

Adobe have even changed the website immediately, so any Australian can now go online and upgrade from RH9 to RH11.

It's been a long and winding road, but destination reached. (I won't complain about the AUD price on the website being 15% higher than the USD price, based on today's exchange rates).

Thanks, Peter, if your pinging your Adobe contact helped reach this resolution.

2 replies

NickShears
NickShearsAuthorCorrect answer
Inspiring
August 28, 2014

I've had discussions with Adobe again this morning. As a result, they changed their upgrade policy today.

They promptly contacted my reseller, giving them the SKU and price. The reseller's rep contacted me instantly, and I'm buying from him.

Adobe have even changed the website immediately, so any Australian can now go online and upgrade from RH9 to RH11.

It's been a long and winding road, but destination reached. (I won't complain about the AUD price on the website being 15% higher than the USD price, based on today's exchange rates).

Thanks, Peter, if your pinging your Adobe contact helped reach this resolution.

Peter Grainge
Community Expert
Peter GraingeCommunity Expert
Community Expert
August 28, 2014

My contact had a word with his contact etc. Glad it resolved the matter. Wish we only paid 15% more than the US price.

See www.grainge.org for RoboHelp and Authoring tips

@petergrainge

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Peter Grainge
Community Expert
Peter GraingeCommunity Expert
Community Expert
August 25, 2014

Using the wrong country can lead to support problems so you are right not to go that route.

Australian pricing was changed but it does not sound right that you can only upgrade from Rh10. I will ping someone at Adobe for more information.

See www.grainge.org for RoboHelp and Authoring tips

@petergrainge

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NickShears
NickShearsAuthor
Inspiring
August 25, 2014

Thanks Peter, I hope you get a positive response from Adobe.

I did contact an Australian reseller yesterday, who was also very surprised but checked with Adobe who told him the same thing - no upgrade path from RH 9 to RH11.

Bizarrely, it seems there is an upgrade path from RH 9 to Technical Communication Suite 5. But cost is beyond my budget, apart from it including things I either already own or don't need.

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