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I bought my TGC with my sky trak last February.....we had to pay $99 fee for ST along with the $1000 for TGC....we were told it was going to still cost $99 each year with ST.........I just got an email that says i need to pay $200 to renew to be able to use simulation software??? This can't be right.....or is it??
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I totally agree with you. I called to see if I would be covered in switching between JNPG and TGC as I had planned to do this year. They said yes, as long as I own the Skytrak I will receive the voucher yearly (they said I won't receive that until May near when my subscription expires). I asked what about my other friends that had purchased units but not simulator software. I was told they would not be eligible for the voucher.Originally posted by ROY View Post
I see the following benefits to Skytrak in expanding the simulator vouchers:
- Move a lot of simulator software by offering a limited time to lock into a sim software (30 days, as mentioned, seems reasonable)
- Lock those players into a $99/year fee for the foreseeable future to access said software
- Prevent a flooding of used Skytraks to the market that would halt new unit sales
Skytrak can price their software going forward however they'd like, but I think it's only fair to give the people that purchased their product an opportunity to unlock its full potential at the perceived price at the time of purchase. -
I want to again apologize for the confusion created about the implementation of the recent subscription pricing changes. This was completely our mistake, and rolled out very poorly by our team.
Many of you have already seen the statement below. I want you to know that we are continuing to monitor the comments on the forum, and will make necessary adjustments to our proposed resolution as necessary so that we deliver a fair and equitable solution for everyone.
Seth Frack from our team has done an amazing job working with the forum members on software ideas, beta testing and general support. Your input has been invaluable, and we want to continue to be good vendors, and partners, and are committed to getting this right.
Don Thorup
President
SportTrak, LLC
To SkyTrak Simulation Customers:
We want to sincerely apologize for the confusion through the weekend regarding subscription information and levels for simulation use provided by third parties. As some of you have correctly pointed out, the Game Improvement Package (“GIP”) priced at $99.95 per year has served as the gateway subscription to 3rd party simulation software since early 2015. Information released by our team over the weekend conveyed that the simulation gateway level had been changed to the Play and Improve Package (“PIP”) at $199.95 per year. This change was made to put us in compliance with our licensing agreements with the 3rd party simulation partners. This effort to correct a recently discovered compliance problem that has existed since early in 2015 was implemented poorly and without regard to what had been communicated to you at the time of your subscription purchase.
Moreover, we failed to mention that we upgraded, at the time of the change, all impacted customers to the PIP package for FREE for the remainder of their current subscription. For most of you, this free upgrade covered 9-11 months. However, for a few dozen it covered only a month or two leading to a lot of unnecessary concern and questions when renewal notices went out via email. We value you as a customer, and we want to make this right.
In full recognition of our mistake, we have taken the following action for those accounts that purchased third-party simulation packages and have been provided access under the GIP package sold at $99.95 per year.
1. At the time of this change, accounts impacted by this change were upgraded to the PIP package at no charge for the remainder of the current subscription, and
2. for as long as the SkyTrak device stays under your ownership, those same accounts will receive an Exclusive Upgrade Coupon at renewal time to allow the purchase of the PIP package at the same price as the GIP package.
Our team made a mistake in how it handled a contract compliance problem, and we want to apologize for this error as well as any inconvenience this has caused. We hope you recognize our effort to make it right by grandfathering your ability to have the access you expected, and more, via the free upgrades.
Since your account had already been upgraded at the time of the change, you should not have seen any interruption in access. However, if you do have a problem, please contact our customer service department, who is standing by to correct any mistakes. Again, our apologies for any inconvenience and thank you for entrusting us as a resource for your golf practice, competition and entertainment.
Sincerely
SkyTrak Support Team. 866-759-4653
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Don. Great post and I have been an avid supporter of SkyTrak and have been grateful for Seths time and insight on This forum.
I think the global thoughts (for most people) is that all SkyTrak owners that either own or ordered an unit before your statement be given opportunity to get in on the renewal deal. Then you could reasonably draw a line for all new customers going forward. I think ultimately the revenue stream going forward would be stronger (to the best of my knowledge) as would the goodwill between SkyTrak and the user.
Please consider this proposition on its merits from your end.
Thanks again. -
Mr. Thorup, thank you for stopping by and it is refreshing to see a company admit they made a mistake instead of playing it off. I as a consumer appreciate that That being said, your company's reputation suffered a lot of damage through social media, that may take a while to repair.
I know it may not be good business to the "bottom line", and if you get right down to it, there is no legal obligation, but I truly think you could do a tremendous amount of repair to your company's reputation, and increase positive word of mouth through social media, if you were to offer SkyTrak owners who purchased their units before the change an opportunity to purchase The Golf Club software under the voucher deal. You could give them a 30 day window to make that purchase.
I believe that the "good" that would come out of a decision like this, would far outweigh the dollar loss. Yes, taking a "dollar loss" for "goodwill" is not what most businesses would say is good business, but you could put SkyTrak in an area that most businesses do not reside in; that of a company that TRULY understands it's customer base and wants to do "what is right".
The ball is in your court (or on your green) sir! I for one, would love to see you make this decision. -
Don, Nice to finally get a response from SkyTrak and see that you are taking some positive steps to rectify this situation.
Please spare a thought for those users that currently have PIP though, myself included. Most of us only bought the PIP subscription as a gap filler, intent to use it with an iPad and a Net in the back garden for a short period of time, whilst we constructed our home simulators, and then went on to buy a proper simulator package like TGC. I stopped using WGT within a few months even before buying TGC, due to poor functionality.
Like a lot of other people have commented, we are in fear that when we come to renew our subscriptions, we will be forced to continue to buy PIP at $199/yr, just because we had it before, to continue to use the gateway subscription to 3rd party simulation software , where as those that had GIP only , get upgraded to PIP (doubt anyone really cares about getting WGT) and with the coupon code still only pays $99/yr (which by the way I fully agree with).
I would hope that, for as long as the SkyTrak device stays under our ownership, those same PIP accounts will receive an Exclusive Upgrade Coupon at renewal time to allow the purchase of the PIP package at the same price as the GIP package.
Would appreciate a clarification on this.
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I agree with everyone who said all previous owners prior to the price hike should be grandfathered into the old pricing plans. I made my purchasing decision in December based on the information given at that time, with plans to purchase JNPG after finishing my basement setup. Had I known it would have been $200/year rather than $99/year to integrate simulation software at a later date, then I would not have purchased my unit in the first place.Comment
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I need something clarified. If you own a Skytrak and TGC I thought you could sell the unit to someone and end your license and the new owner assume a new license, but you cannot sell or transfer the license for TGC over to someone else? Is that correct? Basically, if you buy TGC you are out of luck in trying to sell it if you decide to sell the ST unit.Comment
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Hi Don,Originally posted by SkyTrak-SkyGolf View Post
Thank you for coming onto the forum to discuss with your customer base. It's appreciated that Skytrak has recognized that this has perturbed a lot of loyal customers. For the reasons I mentioned above, I think it would benefit both parties to allow anyone that purchased a Skytrak unit before the announcement to have a window which to order simulation software and lock in the $99/yr price.
I appreciate that Skytrak has reached out and tried to make this right, but I think taking care of all existing customers would help to restore some faith in Skygolf.
Also - I agree that Seth has been a great ambassador for your brand on the forum. It's equally invaluable to have someone so dedicated to gathering customer feedback and improving the product!
Thanks,
DaveComment
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Here's my online chat with customer support.
Me: I purchased the PIP package in October, then upgraded to TGC on January 2nd with the understanding I could renew at the GIP package moving forward.
Is this no longer the case?
KT (Skytrak): Thank you for your inquiry, please wait a moment while I gather some information for you.
Thank you for your patience.
You need to renew with Play and improve pack to access the Simulator software going forward
Me: From what I understand, had I only gone with GIP from the beginning I would get an upgrade coupon as long as I owned the Skytrak. But because I tried the PIP & WGT package for a couple of months before moving on to TGC, I'm going to be penalized $130/year as long as I own the unit.
KT (Skytrak): Since you have Play and Improve pack in order to use the Simulator software you need to renew with Play and improve to access simulator
Any customer who had the Game Improvement package before today AND has a simulator package like TGC or Perfect Golf will be upgraded to the SkyTrak Play and Improve each year.
Since you have Play and Improve pack in order to use the Simulator software you need to renew with Play and improve to access simulator
KT (Skytrak): I have not heard from you for a few moments. Are you still with me?
Me: Not sure what else I can add. Looks like I'm getting the short end of the stick here.
KT (Skytrak): If you wish you can call our support at 1-877-428- 5775 and you can discuss with them regarding it
Me: Are you not support? Why do I need to go through another medium?
KT (Skytrak): I am from Live chat support. If you need to speak with Call support you can call the numbers that I provided.
I have not heard from you for a few moments. Are you still with me?
Me: Thanks, I think we're done here. I've copied our chat and will be posting it in Golfsimulatorforum.com
KT (Skytrak): I am really sorry to hear that. I apologize for any unintended inconvenience
So basically...TS. My fault for trying WGT.Comment
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I'm in the same boat, sorta. I've been reading these forums for months and finally decided to start building a sim setup after Christmas. I ordered my Skytrak unit thru my local driving range almost 2 weeks ago and I'm still waiting on it. Over the last weekend I built and installed my screen, and hung my projector. I even bought a newer laptop for this. I was gonna order the JNPG Premium sim sometime after getting the Skytrak hooked up and checked out for accuracy with my setup. I originally had a hard time with the $350 total price because of the negativity surrounding WGT, but throwing another $100 on top of that just adds fuel to the fire. If folks on here say the WGT setup sucks over and over, well, it must really suck. And paying $200 for that just makes it suck even more, especially since it won't be used year round. It would be nice if Skytrak offered a monthly fee for those of us who prefer to play on a real course when weather permits. I'll probably go the Tittle X route over the Skytrak sims now because I'll get to keep the courses that come with it at no extra cost or annual membership fees. Sure, I'll have to buy an iPad now to run the Tittle X, but I can still run it side by side with my Skytrak to check my numbers. At least it's still a good launch monitor..............Originally posted by bustaldrin View PostComment
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Anyone have a number I can call from Canada?.. one of the other posts had a 1866 940 number but that is no good from CanadaComment
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So I renewed my package a couple of days ago for the $199. I thought that I remembered paying $99 for it last year, but didn't take the time to look. Glad I came to this site to confirm. I tried rectifying it via their chat, but he was useless, trying to say I can get the $99 offer above at my NEXT renewal. I told him that was totally unsatisfactory as I JUST renewed 2 days ago, and want $100 refund. He told me to call support and they quickly rectified it and are issuing a $100 credit back to my CC.
It amazes me that companies don't think before they act. 12 pages of negative posts on this board, plus FB, RoR, BBB, etc. could have all been avoided with some common sense and the execs putting themselves in the customers shoes.Comment
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The skytrak latest Facebook comments are worth a read.,,
So what about those poor people like me who bought skytrak (and paid the £89 upgrade) so that i could buy TGC when i had some spare cash. Now i find out i need to spend more money each year to play a sim. Please skytrak look after your loyal customers too. i look forward to your response.
You should honour our £89 per year to play TGC.
skytrak- We are currently working on something for those of you who are in your exact position. Stay tuned...
fingers crossed!!Comment
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I definitely need clarification on this. Do current Game Improvement Package users get the same deal if we haven't yet purchased or played a 3rd party Sim?
I purchased the Game Improvement package so I can play 3rd party sims as soon as my home setup was complete. (Impact screen is already purchased and due here in a couple weeks).
I need to know if I qualify for 3rd party sim support at the same GIP price of $99.95/year.Comment
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Just saw this on FB for those that are in the situation where you bought a ST before the price hike, but had not pulled the trigger yet on the sim software. There may be some relief for you.Comment
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Slightly different variation....I had pulled the trigger on TGC in December.... but not downloaded to laptop (as was planning on upgrading) and apparently there are issues transferring licence between devices.
I am assuming that I am grandfathered.... how do you know.... or do they just send a voucher at time of GIP renewal ( for me April)?
Sent from my iPhone using TapatalkComment
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Adding my voice to this. I built my sim bay just recently and had planned to buy sim software next fall when I start my at home winter league. They are helping me pay yearly cost, and won't be happy to know it will be more now. I guess winter league might not happen. I hope Skytrak does the right thing and grandfathers us in as well.Comment
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Thanks for mentioning this. I've been making payments to Cory for my skytrak for the last few months as they have no financing option in Canada (if they did I'd be grandfathered too). I will get it once the payments are finished, as I couldn't afford to purchase all at once. I really have no discourse now, and have to pay double.. correct? I feel a little betrayed still. I'm glad you guys are all happy now, but me knowing that I'm being ripped off by paying double because of a date is really wrong imo. Unsure how I should proceed, as I have little extra money as it is, and am now expected to pay more per year with jnpg/yearly gip, than I pay for my golf membership at my home course. Sorry guys, needed to rant.Originally posted by aeroburner View PostLast edited by Shifty; 02-09-2017, 03:29 PM.Comment
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