With the dust settling on the opening of Apple’s new App Store, it’s clear that apps purchased before the App Store opened are in some sort of limbo. In my case, I was in that position with Pixelmator [App Store link]. I purchased Pixelmator on December 21 for about $47 after using a discount code. However, with the App Store’s opening, the new price is $29.99 and, just to rub salt in that wound, the App Store version includes a free upgrade to Version 2 when it’s released later this year. Rather than sit back and stew I decided to do something about this.
At around 1.00AM on 9 January, I sent a note to the Pixelmator folks using their contact page. Here’s what I wrote.
Firstly, I want to say that I think your software is fantastic. However, having purchased Pixelmator only three weeks ago I’m feeling very annoyed that it’s now cheaper and I won’t get a 2.0 upgrade through the App Store.
I made my purchase on 21 December 2010 (Order XXXXXX). Even Apple give its OS updates for free if users buy a system within a few weeks of a new release (heck – they’ll even exchange a whole computer if it’s superseded within 2 weeks of purchase).
Is there something you can do to rectify this?
I was about to go to sleep when I thought I’d check my mail one last time. I was very surprised to see that a real human has responded to my note within minutes of my contact. Here’s the response.
We can issue full refund and then you can buy Pixelmator in App store. Will that work for you?
We do not want to annoy you in any way.
To all the developers out there – this is how you make your customers happy and into advocates for your company and your apps.
I’ll be taking the Pixelmator folks up on their very fair resolution. The whole process, from when I sent my initial message to the refund being processed took about 15 minutes.