I’m very disappointed in Nuance.
For months, Dragon NaturallySpeaking customers have been promised updates. Nuance is showing that they are not people of their word.
They have practiced deception and discrimination with their ‘Essentials’ customers. They knew- they knew they were not going to support those customers and said nothing; announced nothing.
They wait until there’s a release/update and then unload on those customers the bad news.
So now, not only is Nuance not going to help the v9 customers they are dropping the v10 Essentials customers because they didn’t spend enough on the other suites.
There are not that many Essentials customers out there, so we prioritized the 10.1 update later. They also paid significantly less for the product than other customers – and bought something that had limited functionality.
I appreciate all of our customers, but we have to prioritize when we do things.
Prioritize doesn’t mean telling customers, “your the only ones we don’t give a crap about.” Prioritize means it’s not going to be now, but later.
Why does a company do this? Change their support policy in mid-stream? Why do they commit to support for something and then change their mind? Because they are not honorable.
Comment from Nuance customer…
Nuances website is a maze of no help. I am really angry and will not buy any more products from them. You have two choices, deal with it yourself and figure it out or PAY them to help you and tell you, we can’t help you! ( but you still have to pay them, just so you know.) What kind of business is that?
Nuances website is not user friendly. And although I’m signed up for newsletter and updates, I’ve yet to get one.
Nuance should enjoy their current status. Not everyone is going to pay $1000 for Voice Recognition and when Microsoft refines theirs, it’ll be free and it’s very hard to compete with free. And at which time this software line will die.
Nuance customer thanking me for helping them…
Thanks so much for the work that went into the workaround and (more importantly) into getting Nuance to respond more correctly to its paid supporters (I’ve been following this issue for quite some time as have a lot of people)! Regarding your statement “if you spent more than $100; the reason not to buy a new version grows exponentially,” I heartily agree.
I wonder if Nuance has ever gotten a email from someone/anyone that genuinely wants to say thanks for helping me…
And if it’s not from the competition, it’s going to be from the costs, customer disloyalty, support and nickel & dime strategy.
Response from Nuance for Essentials users…
Dragon NaturallySpeaking 10.1 installs and runs on Vista 64-bit PCs. We do not currently plan to release a 10.1 version of Dragon NaturallySpeaking Essentials. However, we do understand that there may be Essentials customers that are interested in using Dragon on a Vista 64-bit machine. We’d like to offer these Essentials customers a special promotional upgrade to Dragon NaturallySpeaking Standard 10.1. This edition of Dragon not only works with the Vista 64-bit operating system, but it also offers Essentials customers more advanced functionality. Essentials customers can retain their existing user profiles when upgrading to Standard.
For details, please contact Nuance Customer Service at 800 654 1187.
It’s $20 to call Nuance support. Think about it.
For customers who bought Dragon NaturallySpeaking suites other than Essentials; hope that Nuance doesn’t decide your spending enough on their software and force you to buy an upgrade. See how you like it…
Thanks for reading!
Larry ‘NapoleonAG’ Henry Jr.