10 replies to this topic

[deidra]

Has anyone ever actually received any technical support from Roxio? I have sent e-mails requesting help, they send me back a ticket number saying they will respond, but have not. This is really lousy customer support and they don't seem to care!

[Fenian Bastard]

I've had them respond.  But the "help" they've given me is lame and hasn't solved my problem.  Grrrr....!!!!  I agree with you!!!

deidra, on 15 February 2010 - 08:41 AM, said:

<img src="http://forums.support.roxio.com/public/style_emoticons/<#EMO_DIR#>/mad.gif" style="vertical-align:middle" emoid="" border="0" alt="mad.gif" /> Has anyone ever actually received any technical support from Roxio? I have sent e-mails requesting help, they send me back a ticket number saying they will respond, but have not. This is really lousy customer support and they don't seem to care!

[zog]

It is the worst customer service I have ever seen.  Almost comical, until I realize that they conned $70 (plus shipping) out of me.  The answers I get from these code-named Indian guys in the emails are actually things that I have told them that I have already done in order to get the product to work.  What's worse is that I spent about 45 minutes on the phone with the "pre-sale" department and they "assured" me that the product would work for the application that I had described to them in incredible detail.  It doesn't work, and they won't make it work.  If I was really adventurous, I would love to plunk down my $30 for the paid service, which would end up with their tech guy basically telling me that the thing won't work for my application.  And it's past 30 days (due to their customer support), and there will be no refund.   Indeed the worst ever.

[7ville]

zog, on 08 April 2011 - 06:59 PM, said:

It is the worst customer service I have ever seen.  Almost comical, until I realize that they conned $70 (plus shipping) out of me.  The answers I get from these code-named Indian guys in the emails are actually things that I have told them that I have already done in order to get the product to work.  What's worse is that I spent about 45 minutes on the phone with the "pre-sale" department and they "assured" me that the product would work for the application that I had described to them in incredible detail.  It doesn't work, and they won't make it work.  If I was really adventurous, I would love to plunk down my $30 for the paid service, which would end up with their tech guy basically telling me that the thing won't work for my application.  And it's past 30 days (due to their customer support), and there will be no refund.   Indeed the worst ever.

Same result for me. I'm waiting since months for a soluction concerning a misfunction (shadowed frames when capturing VHS to .mpg files) and each time I got unuseful answer, demostrating theyr absolute non capacity to solve product's problems!!!!!!!!

I'm not only frustrated, but really angry  and I'm reconsidering my predisposition against ROXIO products!

[Sam Mac]

I have a problem with the VHS to DVD for Mac (no audio) which I have written about on another thread but I saw this thread so I am writing here too.

I paid $87 for the contraption (including tax) but it does not work.  Apparently it does not work on any MacBook Pro, running OS 10.6.7, because others have said the same thing and roxio KNOWS it.  In short, I wrote roxio tech support and received a reply with links to their useless info on making sure the connections are made properly!  That's all they know to say.  I told them either they fix it or authorize me to return it.

If everybody SHOUTED at them like this maybe their outsourced techies will get off their behinds and call their superiors to actually do something!

Edited by Sam Mac, 26 April 2011 - 08:41 PM.

[philomath777]

Their customer service is laughable. Do they have grade school kids replying?

Here's that latest email (the FIFTH one - the same crap answers:


"A Roxio Agent has responded to your ticket! Please Click your ticket number  to view your ticket.

Customer Support writes:
Dear Roger,

I understand your frustration.

In order to resolve the audio issue please update the latest audio driver by contacting the system manufacturer and then try to use Easy VHS to DVD for Mac.    

Regards,    
Andy.
Roxio Customer Care"

Can you believe this crap? I have told them repeatedly that NOBODY with a new 2011 MacBookPro can get their software to work - it is their defective software, and yet they keep telling me to reinstall the software, check the cables, look at their instructions, BLAH, BLAH, BLAH, which I've already done half a dozen times. I have told them to get a 2011 MacBookPro and try it themselves but they refuse. Now they want me  to contact Apple for the "latest audio driver"! They are the most jackass outfit I've seen as far as customer support.

[7ville]

laugh, laugh, laugh!!!!!!!!!!!!!!!!!!!!!

This is the nth answer to my ticket, once again demonstrating that they're completely out.

May be they're not graduates or technicians (at least), but just coming out from primary school!


I wrote each time that I'm using Snow leopard, and that my EASY-VHS-TO-DVD Sw is 10.03.

What are they able to write?

Simply:  Update your Sw to 10.3 and be care that problems were with MAC-OS-10.3 or 10.4.

FOOOOOOOOOOOOOOOLLLLLLLLLLLLLLLL!


***************************************************************************************************************
Customer Support writes:
Dear Renzo,

I understand that captured video playback is distort using the Easy VHS to DVD for MAC.

As a workaround to fix the captured video playback issue, I request you to download the product software update as per the steps given below :

* In the program click, on the Support tab and then select 'Check for Updates'.

Also, disable the start up items in the Macintosh computer as per the steps given below :
    
http://support.apple...iewlocale=en_US

Also free space in your startup disk as per the steps given below :

1. In Finder, select your startup disk's icon. For most users, this is Macintosh HD.
2. Press the Command-I keyboard combination.
3. The Get Info window for your startup disk will open. In the General pane, the Capacity, Available (free space), and space Used on your startup disk will be displayed.

a.Empty the Trash -

In Finder, select Finder > Empty Trash or, under Mac OS X 10.3 or later, you can also select Finder > Secure Empty Trash.

Do not use the Trash as a temporary storage area: only put an object in the Trash if you are sure it is no longer needed. Some applications, such as iPhoto® and Mail, have their own Trash, spearate from the Trash seen in the Dock. Emptying the application’s Trash may delete its contents immediately or move its contents to your personal Trash.

b.Archive old files -

Archive — move, copy and delete, or backup and remove — files you do not use regularly to CD or another backup medium. Mac OS X 10.3 Panther® and later include a built-in function for creating compressed archives of files or folders. These archives are generally far smaller than the original files they contain, provided the original is not already in a compressed format. To use this function, see the following AppleCare® Knowledge Base document

http://docs.info.app....5/en/8726.html

c.Delete old iTunes Library file backups -

Recent versions of iTunes create a backup of your current iTunes Library file whenever the iTunes application is updated. After you are satisfied that an iTunes update is performing nominally, trash old iTunes Library files with your Home > Music > Previous iTunes Library folder, then empty the Trash.

Now recapture contents from the VHS tapes and let us know the results.

Thank You. Have a wonderful day.

Regards,
Stephen
Roxio Customer Care
http://www.roxio.com...rt/default.html
Have you tried our self-serve tools? For instant support, please try one of the tools below:
Roxio Knowledgebase - http://kb.roxio.com/search.aspx
Discussion Groups - https://forums.support.roxio.com/

********************************************************************************************************************************

[TM1997]

Hi everyone! After several exchanges, I got this answer that works with my MacBook Pro 17" 2011 model, MacOS 10.6.7, Easy VHS to DVD 1.0.3:

http://kb.roxio.com/...S=set-locale=en

No Audio Can Be Previews or Captured With Easy VHS to DVD for Mac
Knowledgebase Article : 000137TT   |    Print this Article


Issue

When trying capture using Easy VHS to DVD for Mac, no sound can be heard in the preview or on your captured video.

Resolution

Many new models of Apple computers have been launched that launch into Snow Leopard (Mac OS X v10.6) with a 64-bit kernel. When using Easy VHS to DVD for Mac with these recently released models, users will be unable to capture audio.

In order to work around this issue, you will need to restart your machine using the 32-bit kernel.

    Reboot your computer.

    Immediately after pressing the power button to reboot, simultaneously hold down the "3" and "2" keys on your keyboard until you see your Desktop or Login screen.

Please note, this change is not permanent.  In order to revert back to the 64-bit kernel, restart your computer without holding down any keys.

When you have started your computer with the 32-bit kernel, you should be able to capture both audio and video correctly using the Easy VHS to DVD for Mac software.  We will update this article if any new information on this issue is available.

NOTE: You can determine if your Mac is running 32 or 64-bit by going to your System profiler: Apple menu > About This Mac > More Info > Software. In the System Software Overview window, find 64-bit Kernel and Extensions and see if it says "Yes" or "No". If it says "No", you are running the 32-bit kernel.


Hurray!!! Now we just have to wait until Roxio releases a 64-bit compatible version of Easy VHS to DVD!

T

[Greenbryar]

Sam Mac, on 26 April 2011 - 08:40 PM, said:

I have a problem with the VHS to DVD for Mac (no audio) which I have written about on another thread but I saw this thread so I am writing here too.

I paid $87 for the contraption (including tax) but it does not work.  Apparently it does not work on any MacBook Pro, running OS 10.6.7, because others have said the same thing and roxio KNOWS it.  In short, I wrote roxio tech support and received a reply with links to their useless info on making sure the connections are made properly!  That's all they know to say.  I told them either they fix it or authorize me to return it.

If everybody SHOUTED at them like this maybe their outsourced techies will get off their behinds and call their superiors to actually do something!

I have a Macbook Pro and am running 10.6.7.  I can't get audio either.  There are some small update from Mac (still 10.6.7 after updates), but these do not fix the problem - still no audio.  I also have a new iMac with the latest updates.  I installed the software on the iMac.  Still no audio. I was convinced that my problem had to be in the cables;  now I just don't know.  Roxio customer support stinks!!!  

[philomath777]

Greenbryar, on 18 May 2011 - 04:01 PM, said:

I have a Macbook Pro and am running 10.6.7.  I can't get audio either.  There are some small update from Mac (still 10.6.7 after updates), but these do not fix the problem - still no audio.  I also have a new iMac with the latest updates.  I installed the software on the iMac.  Still no audio. I was convinced that my problem had to be in the cables;  now I just don't know.  Roxio customer support stinks!!!  

Guess what? I just got an email from their sales to buy Easy VSH to DVD. I checked out the system requirements and there is NO MENTION THAT IT WILL NOT WORK WITH THE NEW MACS. This is an UNETHICAL COMPANY!

[freddie11]

Fenian Bastard, on 06 April 2011 - 11:25 AM, said:

I've had them respond.  But the "help" they've given me is lame and hasn't solved my problem.  Grrrr....!!!!  I agree with you!!!

I completely agree, I have Roxio Titanium Toast II pro. They have actually answered part of my question.  How do I add a title to a chapter stop.  Thier answer: I would like to inform you that, Toast 11 does not have an option to change name in Chapter. It will automatically assign as 1,2,3.... But I also asked why I can't place photos in their menu?  If I had known Roxio did not do such a rudimentary thing like title chapters I never would have bought it!  

What pissed me off most was the way they just said it doesn't support it.  Not we are going to have an update fix for this or here is how you can work around it.  I am positive those of us who have bought this lousy program want to title the chapters.  Am I wrong?