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ATOWAPaul

What Kind Of Support Is This?

Question

I have an issue with Roxio Toast 11 Titanium. It worked fine until I changed the Pioneer BDR205 burner for a BDR208. Now it freezes and burns coasters out of my archive blu-rays. The hardware seems OK. No updates there. I had to change the device because the Panasonic long life blu-rays are tested with the 208, not with the 205.

Today I received the following response: Our product experts will investigate and determine if the issue warrants scheduling in a future update/release. We will contact you if more information is required.

Somehow that doesn't make me happy. Do they advise me to sit and wait for their experts and meanwhile forget about my archiving? But that's what I bought the license for, well partly at least.

I am sad to say, that this is the second issue with Roxio. The fist being about paying full amount for a license although I was upgrading from the version shipped with my external LaCie Blu-ray burner.

So, if you have high expectations of the support people of Roxio, think again.

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Edit on the first message:

Meanwhile, the issue itself is solved. I discovered, that LaCie has a firmware update on its site. I installed it and everything seems to run smoothly again. So I stick to my statement, that the program is OK. Now they only have to add some attitude to their so called support people. Short and blunt isn't going to make you any friends.

 

Paul

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I tried to contact support by phone and got to press 2 for support code which goes to a recording. Never found a way to talk to a person about my support problem. Automation is nice and can help but you still need to talk to a real live person once and a while. Roxio under Corel seems to have lost the personal touch. Initial support is good for 17 days and they don't send you a support code until after 17 days then your are SOL. No way to run support.

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