Activation, Registration and other Annoyances

[Catamaran]

Firstly, thanks to "John at Roxio" for the pinned post on Activation. Good information.

 

However, John's perspective is, I assume, the perspective of one on the inside looking out. What is really needed is the group perspective of the many thousands of customers on the outside looking in.

 

And the perspective from a customer's point of view of the Activation, Registration and general Admin of this product is - to put it politely - abyssmal.

 

This is what customers want and therefore this is what Sonic Solutions should deliver: -

 

A simple process whereby I can

1. Setup my account with Roxio
   
2. Register my product
   
3. Activate my product
   

Thereafter I want to be able to update, use and enjoy the product.

 

Currently the process is annoying, annoying, annoying.

 

And if there is one important lesson that I have learnt in business, it is that an annoyed customer will not recommend your products and will not purchase other products.

 

Sonic Solutions can and should do better than this.

[ggrussell]

A simple process whereby I can

1. Setup my account with Roxio
   
2. Register my product
   
3. Activate my product

On my machine, there was only 3 apps to register and activate the MPEG codec. Each took about 5 seconds each through the internet. After that, the notices should not reappear. I've installed EMC 9 many times and haven't had problem with the proceedure on any of the machines. As far as I'm concerned, it works exactly as you describe.

[Gil Irwin]

Unable to activate product. When attempting to activate, the prompt eventually "freezes" after 5 minutes or so and when attempting to close the activation prompt, the "Program is not responding" message appears.

 

Gil

[grandpabruce]

Unable to activate product. When attempting to activate, the prompt eventually "freezes" after 5 minutes or so and when attempting to close the activation prompt, the "Program is not responding" message appears.

 

Gil

 

Gil, read the pinned topic at the top of this forum.

[Catamaran]

Hi Gary

 

Glad to hear that the Admin bit does work for some as expected. For others it doesn't.

 

1. I cannot update.

 

2. I am constantly asked to Register.

 

3. And I keep getting offers to save $30 by upgrading to v9. But I have v9 !!!

 

4. I have raised 2 tickets with Roxio but have yet to receive an acknowledgement.

 

I would be pleased to know that mine is a lone voice crying in an otherwise perfect Roxio universe.... but I have some doubts.

 

The product does basically "what it says on the tin" and I have no complaints on that score.

 

This may sound like a big noise about a minor issue, but it is exactly this type of annoyance that turns customers away. It is a competitive world and customer loyalty runs very shallow.

 

Catamaran

[gi7omy]

Actually it's not down to Sonic (I assume you're talking about the multiple registration screens) but due to the uise of some third party plugins which require separate activation. This is down to the suppliers of those who insisted they be done that way.

 

If your gripe is regarding activation itself - blame the pirates out there who put up full versions of programs within hours of their launch for anyone to take. Activation is an unfortunate part of life - and if you think Sonic's version is bad - wait until you see Vista which will want to activate (albeit silently) at very regular intervals

[HOPELESS]

NOW I'M NOT FEELING QUITE SO HOPELESS. I HAVE ABSOLUTELY NO IDEA WHAT I'M DOING OR HOW I SHOULD BE DOING IT. I'M UNABLE TO DOWNLOAD BECAUSE IT'S SAYING I NEED TO HAVE EASY MEDIA, ( I'M GUESSING THAT'S THE FREEBE TALKED ABOUT EARLIER.) HAVE NO IDEA HOW TO DOWNLOAD THAT SOFTWARE, FREE OR NOT. APPARENTLY I'VE DOWNLOADED EMC9SUITE TOO MANY TIMES, NOT SURE HOW, BECAUSE IT'S INTERUPTED EACH TIME I TRY. I HAVE NO IDEA HOW TO GET MY UNLOCK CODES, BUT EVEN IF I WERE TO LOCATE THE CODES, WHERE ON EARTH DO I ENTER THEM?? I PURCHASED THIS SOFTWARE ON JAN 18TH, AND HAVE FOUND NO HELP WHATSOEVER. MISS, WELL, WHATEVER HER NAME IS, YOU KNOW, THE ONE WHO'S NOT REALLY A PERSON BUT WILL ANSWER ALL MY QUESTIONS? , YES HER, NO HELP AT ALL. I WONDER IF THERE'S A WAY OF GETTING A REFUND, ESPECIALLY SINCE I CAN'T DOWNLOAD TO BEGIN WITH. SHOULD HAVE DONE MY HOMEWORK! CAN ANYONE HELP ME?? ALMOST 17 HOURS WITHOUT PUTTING MY FIST THROUGH THIS SCREEN!!!

HOPELESS

[gi7omy]

For a start - calm DOWN

Then take the caps lock off

Then tell us in simple terms what the problem is

 

Bear in mind, none of us here work for Roxio so we can't answer for sales, tech support or anything

 

And don't double post