Feedback about the launch of the new PDF editor.

I would like to raise an issue about Product updates, you launched a new PDF facility but this meant that our existing forms changed and the formatting was visually much worse. I have fixed this but we didn't have any warning that this would happen and my users were pretty cross!!

In future can you send out a warning that legacy software might change and give us a chance to update existing forms, although I saw the new product announcement I didn't know it would apply to existing forms.

I think as a newish company you need to understand that whilst we want new features you can't mess with legacy forms, ideally I would like the default to be that old forms remain unchanged and we have to upgrade not that old forms automatically get upgraded.

Please let me know if you will be able do this in future. I am sure I am not the only one to be caught out like this.

Thanks

We apologize for the inconvenience. We do appreciate your feedback, I have forwarded it to our developers, so we can have this in consideration for future updates.

Hi,

Thanks a lot for the feedback and our apologies for the inconvenience.

We have a button to let you switch to the old PDF editor. Didn't it work for you?

Hi

The issue was that it wasn't made clear that the existing form would change when you made the product update, on the day of the update we found that users suddenly saw the PDF format change, we had gone through a management approval cycle to get the form approved and without warning it changed. Naturally I think most of your customers would assume that updates do not affect existing forms and it is an upgrade for all new forms.

It is about communication, I think you should have sent something along the following lines to all customers prior to the update, in future I think this would be a big improvement for how you communicate with customers.

 -----

Dear Customer

On Monday xxx we will update our PDF module, if you have an existing form you need to switch back to the previous version using the button provided or check that your form is compliant with the new module.

We believe the new module offers great benefits .... etc..

Thanks

Jotform Support

-----

Hope that helps!

Hi,

We had sent an email about upcoming product release but it didn't clearly state that will affect existing PDFs of our users as it was not our intention. Now we are working on a fix for this issue.

We totally agree with your feedback regarding better customer communication.