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

[NickShears]

• 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

[Peter Grainge]

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

[NickShears]

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.

[NickShears · Accepted solution]

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]

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