[Flatspin]

Hello all,

Oh, where to begin, maybe with my impression that no actual humans are employed by Roxio, it's all just bots and prerecorded messages.

BOT came preinstalled on my HP laptop, I read great things about it and decided to use it, paid for the yearly subscription and put my faith in Roxio. A few weeks ago a program I'd used without problems for years got a glitch and started deleting things it had never bothered before including a good chunk of my documents. I noticed it was wandering around in places it never went and got it to stop. My first thought was, boy am I glad I purchased BOT.

As I tried to restore I found that my program had deleted portions of my installed BOT software. Since then I have tried unsuccessfully to figure out how to reinstall BOT3 Suite and get my files back. As I said, I've gone in circles on their website and never found any way to reinstall and get my files back.

All I have for documentation is the "My Account" info.

I can honestly say that the attempt to restore have been more frustrating that the actual loss of my data, that's pretty bad. From my experience I would recommend people avoid BOT at all costs, my experience with it has been an absolute nightmare.

Shawn

[John at Roxio]

Well first of all, I hate to disappoint you, but I am no bot, neither am I a recorded message. Also you can go to selfhelp.roxio.com and submit a webticket if you want to.

Either way, unless you have an installer disc from HP, you are going to have a very difficult time getting the software back up and running. Because the software was distributed by HP they will need to be the ones that provide the installer for you. Often we customize software depending on the vendor and the only way to ensure you get the correct software that you need to get back to where you were, is to refer you back to them. If HP chooses not to help you out, this is not something that we have control over.

[Flatspin]

Wow, a real human (or a really smart bot that's programmed to my complaint, lol)! The website could be a little more user friendly if you want my opinion. I kept getting run around in circles with requests for an email address and credit card numbers. I have ten of those and multiple email addresses I use, so the premutations made dealing with the system impractical.

In response to your reply, there's my second problem, HP has had to work on my system multiple times (replaced everything but the keyboard and case so far) this was why I went with BOT, got tired of the hardware problems and the latest image they installed, when you burn the backup and try to use, it insists they are not for my laptop. When calling HP about this, they ask me to ship the laptop, they reimage and of course, it's the same exact wrong image.

Is there no other way to recover the data I'm paying you to store? If not, is there a way to cancel my BOT and get a refund because from my prior experience with HP, I'll never get a copy of BOT that works again.

Well first of all, I hate to disappoint you, but I am no bot, neither am I a recorded message. Also you can go to selfhelp.roxio.com and submit a webticket if you want to.

Either way, unless you have an installer disc from HP, you are going to have a very difficult time getting the software back up and running. Because the software was distributed by HP they will need to be the ones that provide the installer for you. Often we customize software depending on the vendor and the only way to ensure you get the correct software that you need to get back to where you were, is to refer you back to them. If HP chooses not to help you out, this is not something that we have control over.

[John at Roxio]

Sorry for the late reply.

I am a little confused as to which product you have. Is it BOT suite, or BOT online? If it is online, you can just login at http://www.roxio.com/registration/myaccount/botol.aspx and download the client for BoT Online. If it is not the online version, then the above information that I supplied would apply.