A Letter to Previous Mindjet iPhone Users

Filed Under Mindjet

by
June 15, 2011

Hello everyone and thank you for your input regarding Mindjet’s new iPad and iPhone applications.

We launched our new products because we believe that they are the most usable mobile mapping apps on the market today and have the best “round-tripping” between the MindManager and the iPad/iPhone.  Some of you who had previously purchased the original Mindjet iPhone application have expressed concern about why the new iPhone app is not an “upgrade” to the original Mindjet mobile app.

Let me explain the route we have taken. The reality is the new iPhone app cannot be delivered as an “upgrade” to the original app. The reason is that these are totally different apps, with different features and capabilities. Automatically pushing out an “upgrade” from the old one to the new one would actually remove some features you are already using while enabling different ones. It was our judgment that, for most users of the original app, this would not be a good experience so we did not label the new Mindjet iPhone as an “upgrade” on the iTunes store. It is truly a brand new, v1.0 app.

In addition, Apple provides no way for Mindjet to provide free copies of apps that are not already free on the store. In fact, Mindjet originally intended to give away a copy of the new Mindjet iPhone app with every pre-order for our recent MindManager Mac 9 release but Apple would not let us. As we all know, Apple controls the software distribution and revenue model of its mobile applications very tightly. No freebies on the Apple Store (unless the app is already free).

So where does this leave us? Those of you who previously bought the Mindjet iPhone app got a functional application. It is true that Mindjet never did any updates to this app – like many apps that are offered on the store. Those of you who would like a new, different, Mindjet app for their iPhones or (finally) iPads can now purchase a new one. Unlike the previous app, these apps will be updated over time and we are already working on the 1.1 releases.

Hopefully you see the logic of this. It is definitely not Mindjet’s intention to dissatisfy any customers – we just have to operate within the realities of the systems we operate within.

Having said this, if any of you would like to contact Ray Polanco our head of customer support at mobile@mindjet.com we will follow up and see what kind of accommodation we can come to that continues your satisfaction with Mindjet.  Please reference this blog post with “A Letter to Previous Mindjet iPhone Users” in the subject line of the email.

Regards,

Blaine Mathieu
Chief Products Officer
Mindjet

36 Responses to “A Letter to Previous Mindjet iPhone Users”

  1. Rodolphe

    I actively searched on the web if i could find any information on my I
    could not upgrade MindJet on my iPhone, and eventually found the post by Blaine Mathieu on the MindJet blog.
    I would like to make the following remarks, suggestions and complains:

    >The reason
    is that these are totally different apps, with different features and
    capabilities.

    No. They are both supposed to edit Mind maps, and the old app just
    did not do the job properly, in a user-friendly and productive way. The
    new app, I suppose, does the same, much better, and with the features
    that were initially missing (which was understandable in an initial
    release).

    >Automatically pushing out an “upgrade” from the old one to
    the new one would actually remove some features you are already using
    while enabling different ones. It was our judgment that, for most users
    of the original app, this would not be a good experience so we did not
    label the new Mindjet iPhone as an “upgrade” on the iTunes store. It is
    truly a brand new, v1.0 app.

    I do not see which of the past “features” I would be missing. And if you
    did, the previous app would still be there. This kind of argument is
    not something anyone can believe. At least, not me.

    As a matter of fact, I had uninstalled the app.

    >In addition, Apple provides no way for Mindjet to provide free copies
    of apps that are not already free on the store. In fact, Mindjet
    originally intended to give away a copy of the new Mindjet iPhone app
    with every pre-order for our recent MindManager Mac 9 release but Apple
    would not let us. As we all know, Apple controls the software
    distribution and revenue model of its mobile applications very tightly.
    No freebies on the Apple Store (unless the app is already free).

    The obvious idea was to publish an update to the old app (that no one
    will miss, which you know, since it is no longer available)!

    ==> Another idea could be to publish a free update with no functional
    changes but with in-app purchase of the upgrade at a low price – which I
    would have accepted. I fully understand that maintenance is not free.

    This way, at least, all of your customers would know about the
    availability of a new version (which I found by accident) and avoid
    unnecessary frustration about the “impossible upgrade”. I had to seek
    information about what made the upgrade impossible. By doing this, you
    would reach all existing customers and communicate to them automatically
    (via iTunes) that a better version is now available, at a low cost for past customers.

    Apart from my message of dissatisfaction, I hope you will find here some useful information of what could be the general perception of your customers, and some ideas to handle this switch better and to communicate in a more convincing way.

    Reply
    • parkertrewin

      Thanks for contacting me. I am presently out of the office. Please contact the following for urgent issues: Press: mindjet@perkettpr.com Social and SEM: troy.larson@mindjet.com

      The information in the email is confidential and intended solely for the addressee.
      Access to this email by anyone else is unauthorized. Any copying or further distribution
      beyond the original recipient is not intended, and may be unlawful. The opinions
      enclosed are those of the sender and do not necessarily reflect those of MINDJET.

      Reply
  2. Cossior

    Thanks for the letter. I purchased Mindmap last year and you convinced me. I just purchased iThoughts; a great, real mind mapping app for $7! Thanks again. Good bye for ever.

    Reply
    • parkertrewin

      I’m sorry we’ve disappointed you.  If you would like to speak with someone directly please contact Ray Polanco our head of customer support at mobile@mindjet.com  Please reference this blog post with “A Letter to Previous Mindjet iPhone Users” in the subject
      line of the email.

      Reply
  3. Jason Goldberg

    I’m another long time desktop Mindjet fan that bought your first generation iOS application and then had to replace it with iThoughts.

    I’d like to echo everyone else’s cynicism regarding your dubious explanation that the old and new iOS apps have different feature sets.  If that were true, why have you removed the old iOS app from the app store?!?!?
    Even more concerning is the very poor reviews the new iPad version of your iOS app is getting (10 one-star reviews as of this writing).  Given your poor track record of improving iOS apps after you sell them, why would I invest in an app with so many poor reviews?

    You have a (self-inflicted) lack of credibility in iOS development.  If your new iOS apps really are quality products,  I suggest you offer feature-restricted versions of the new apps for free, and then allow satisfied users to upgrade to your full feature set via an in-app purchase.

    You haven’t earned enough trust to get me to disregard all your negative reviews.

    Reply
    • parkertrewin

      Thanks Jason for the comments. IIf you wish for a direct line to discuss further I suggest that you contact Ray Polanco our head of customer support at mobile@mindjet.com. Please flag your email with a reference this blog post with “A Letter to Previous Mindjet iPhone Users” in the subject line of the email.

      Reply
  4. DaVinciWare

    I bought previous version last year. But until now no any update.  I am very happy to check New version. But I feel very disappointed that we have to buy again!
    I think you have to explain more details for users. I’m fun of your app yet, I anticipate Mindjet is honesty ISV.

    Reply
    • parkertrewin

      Thanks for your comments.  I suggest that you contact Ray Polanco our head of customer support at mobile@mindjet.com. It’s probably best to talk/email him directly. Please reference this blog post with “A Letter to Previous Mindjet iPhone Users” in the subject line of the email.

      Reply
  5. DaVinciWare

    Dear customer support team
    I bought previous version last year. But until now no any update.  I am very happy to check New version. But  I feel very disappointed.
    I think you have to explain more details for users. I’m fun of your app yet, I anticipate Mindjet is honesty ISV.

    Reply
  6. SF Brit

    I am SOOO disappointed. There is NO search feature in the iPHONE app. How did you miss this?!

    Reply
    • Stephanie J. Neill

      Hi there,

      Can you shoot me an email at mac@mindjet.com so we can discuss your comment further? I’d love to dig into exactly what you’re looking for.

      Cheers,
      Stephanie 

      Reply
  7. D. Pierce

    Is the problem that Mindjet didn’t actually develop the first app and now it has been brought in-house for development?  I think it is disingenuous to say that it couldn’t be an upgrade, it could and existing customers could choose to upgrade or not.  And how can you not change the price for an introductory price, Apple doesn’t set your apps price? 

    Reply
  8. organicblack

    OK after a few days my anger is subsiding. I am offering a real suggestion based on your own.  I have been a active supporter of Mindjet and have purchased over 500 license . I am offering a few suggestion, than a question based on your own comments.

    Suggestions:

    Offer the orginal iphone Mindjet app for .99 cents. By your own admission it is a different app (you can call it Mindjet First.) You can even provide for in app upgrades.
    Let users know the features with a side-by side comparison of the original app, current iphone, and current ipad app.
    Let people know your support and upgrade plans for your current apps (i.e. do you plan to upgrade it every six months or we have to wait and see). I could not find it in any blog or marketing stuff about Mindjet iphone/ipad.
    Create a universal app for android and windows phone.
    Fix the dropbox error sync now.

    Question:

    Why is this not a universal app. There is no clear function difference between the two, did a miss a feature in one not in the other.

    Reply
  9. organicblack

    So in other words we were chumps to purchase the “original” iphone app and that you reserve the right to  remove an app and charge us for something new,

    Reply
  10. Carol Cantwell

    I was also miffed when I first saw this post. I’m a long time MindManager user and so had immediately bought the original iPhone app. I took the step of contacting Ray, as the post suggested, and was pleasantly surprised that he responded immediately and offered to set up a phone call. We talked today and I have to say it made me feel a whole lot better about MindJet. So I really do encourage you all to follow up with him. They really are listening right now.

    Reply
  11. Ladelacerda

    I use MindJet since 2000, and it os the best software of the world.
    I intend buy one for my iPad.
    Can I use In my iPhone 4 tôo?

    Reply
    • organicblack

      Do not get its features are both limited and not yet finished (does not  fully sync with dropbox)/ iThoughtHD is a better product, I have used Mindjet since 2001 and use it in conjunction  MS Project for about 80% of my projects.  iThoughtsHD is really more compatible and gives you more options.

      Reply
  12. Mauro Gracitelli

    I use mindmanager since 2002 and already used almost all versions of the software, including the old iphone version. I use mindmanager for both mac and PC and have influenced tons of people to use it. The previous iphone version is usable but has never matched the quality of desktop products.The excuse mindjet gave: “Automatically pushing out an “upgrade” from the old one to the new one would actually remove some features you are already using while enabling different ones. It was our judgment that, for most users of the original app, this would not be a good experience so we did not label the new Mindjet iPhone as an “upgrade” on the iTunes store.”Guilting apple for this “problem” is not a respectable attitude. I have at least 10 apps that gave excellent free upgrades with a complete new UI and different features.So you think the best experience is to keep the old version? Which features would we loose? Are the old features so good for not being substituted? I don’t think so!This letter is an invitation for me to try other companies mindmaps softwares. The price is not the problem. Paying $7 is not a problem for mindmanager users. But the disrespect and attitude of such a successful company is the real problem. Sorry mindjet but you lost another very loyal customer!

    Reply
    • parkertrewin

      Mauro, just wanted to respond and give you an outlet for direct communication.  If you’d like to discuss further please contact Ray Palanco our head of customer support at mobile@mindjet.com we will follow up and see what kind of accommodation we can come to.  Please reference this blog post with “A Letter to Previous Mindjet iPhone Users” in the subject line of the email.

      Reply
      • Mike

        Hi parkertrewin,
        I am trying to read between the lines here, and I get the impression that mailing Ray Palanco will give us squeakers some kind of discount. Beware, by just paying off those of us who take the time to complain will not fix your problem. You must address all of your customers, the ones not complaining are the ones you are most likely to loose.

        Reply
    • organicblack

      Mauro

      I agree with your sentiment. Nor do I believe speaking with Ray Palanco, who is a honorable person, change anything. This is a Mindjet mistake made at the highest levels. Yes, I do mean Scott and  you Blaine. This is a new Coke moment,  You can hold tight or admit this decision is wrong.

      Reply
  13. Fred Smith

    I never bought the prior version, nor the new versions (yet). I am however, a business owner and a consumer and someone who knows common sense. Mindjet!! Are you kidding? You’re really screwing yourselves here! You guys have such loyal customers and monopolize this space (due to your superior products). Here you have people who paid money for something that didn’t workout as intended. These are actual paying customers. Now…to keep them happy you can’t issue a $6 iTunes card or whatever?! This is a fantastic opportunity to solidify your position and their loyalty. It’s actually quite embarrassing hearing/reading Mindjet’s position. Pony up! It’s good business. I have Mindmap on my PC, but reading this has me very much on the fence about whether to purchase the new Mac version. I wish you guys well with this issue, and your new products.

    Reply
    • parkertrewin

      Fred, thanks for your comments.  If you’d like to discuss further please contact Ray Palanco our head of customer support at mobile@mindjet.com.  Please reference this blog post with “A Letter to Previous Mindjet iPhone Users” in the subject line of the email.

      Reply
  14. Keithlai

    I bought previous version last year. But until now no any update. Several days before to learn you have a new mindjet for iphone. I am very happy to check whether i could get upgrade. But now received the above long letter . I feel very disappointed. very dissatisfied !!

    Reply
    • parkertrewin

      I just wanted to respond and give you an outlet for direct communication.  If you’d like to discuss further please contact Ray Palanco our head of customer support at mobile@mindjet.com we will follow up and see what kind of accommodation we can come to.  Please reference this blog post with “A Letter to Previous Mindjet iPhone Users” in the subject line of the email.

      Reply
  15. stevewrigley

    I get the reasons behind the new app.. your product launch
    really could of been better though..
    explaining the WHY post launch is just bad comms..

    Considering the low cost of the apps, I don’t mind buying a newer version if
    it’s much better than a previous version & works as it should do.. the
    problem is..the apps are still below average & you haven’t learned any
    lessons from your 1st release..

    Personally.. I would of released the apps for free, a small price to pay to
    keep the Mindjet brand intact & grow its user base.

    Reply
    • parkertrewin

      Steve, thanks for the comments.  If you’d like to discuss further please contact Ray Palanco our head of customer support at mobile@mindjet.com. Please reference this blog post with “A Letter to Previous Mindjet iPhone Users” in the subject line of the email.

      Reply
  16. SF Brit

    Well…..It is annoying to have bought the first piece of rubbish application…then told by Mindjet employees to buy iThoughts (which was pretty useful)  ….and now finally the app I always wanted (although I havent test drove yet) shows up and its another $7. It is only about $20 ish out of pocket…not a big deal…(although about 60% of my iPhone app history spend) …just means I am less of a fan of you guys. This had BETTER be really good now

    Reply
    • parkertrewin

      I just wanted to respond and give you an outlet for direct communication.  If you’d like to discuss further please contact Ray Palanco our head of customer support at mobile@mindjet.com we will follow up and see what kind of accommodation we can come to.  Please reference this blog post with “A Letter to Previous Mindjet iPhone Users” in the subject line of the email.

      Reply
  17. Vakthund

    It is easy to come up with excuses for why something can not be done. There are ways, one company in a similar situation issued iTunes gift cards. You could issue a discount for the Mac version for original iPhone customers. 
    But then again, all things considered, the customers are out $6.99. Fairly minor when we consider the $129/$249 price tag for the Mac version.

    Reply
    • parkertrewin

      Thanks for your comments. If you’d like to discuss further please contact Ray Palanco our head of customer support at mobile@mindjet.com. Please reference this blog post with “A Letter to Previous Mindjet iPhone Users” in the subject line of the email.

      Reply

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