How about us customers that already paid?

[Bobby Schantz]

I just read the following in topic "What will come first, 9.1 patch or Version 10?":

 

"Now that we are Vista Certified we just need to issue a patch to update the older versions of EMC 9 to the Vista Certified version. There is nothing complex or secretive about what happened. It is business as usual in the sofware industry."

 

It begs the question if there is a "Vista Certified" version why can't I just download that instead of waiting for a patch?

 

My old computer died a month ago and since then I have been up to my neck in getting things to work on the new Vista computer. I paid $100 for the so-called "Vista Compatible" version of Roxio EMC9 and the last thing I wanted was more problems. I had tried Nero and that didn't work either.

 

Now I see they are advertising that EMC9 is "Vista Certified". Well, they already have my $100 so why don't they let me download the version that really works with Vista.

 

I am currently working with tech. support to resolve my DVD burning issue (which apparently I am not alone in) and they are putting me through hoops I don't need or want to go through.

 

As far as "business as usual in the software industry", from a customer's viewpoint IT SUCKS!

Come on you guys, get with the program. Ever heard of treating the customer right and he will come back?

 

Right now I wish I'd never heard of Roxio.

 

Done ranting,

Bobby Schantz

[Atomic_Ed]

Since it doesn't appear that support is going to offer us a download link to the working version for Vista, has anyone heard anymore about the patch availability? I know that they do not commit to a date specifically but I would really like to know at least an approximate date such as even the month in which it might be available.

[barryware]

Welcome!

Please wait while we contact the next available agent...

You are now speaking with Luis!

Luis: Hi! My name is Luis. How may I help you?

you : I have purchased two Easy Media Creator 9 because it claimed to be Vista Compatable. I know there is now a certified Vista version. I have been waiting for a patch for months. Today on the forum John from Roxio said I may be able to download the full 9.1 version. Could you provide a link please.

Luis: as of right now there is no offical link for that as of yet

you : It has been months, is there a estimated date

Luis: at this moment, the update is being released soon

you : Ok..Thanks...I will go confront (John from Roxio) on his mis-information...Have a good day

Luis: sorry you feel that way, but it is still coming soon

you : John has been saying soon..for about 3 months

Your chat has ended. Thank you for speaking with us.

Please help us improve our service by clicking on the following link to take a short survey: CLICK HERELuis is typing a message...My name is

 

 

[Larry]

Welcome!

Please wait while we contact the next available agent...

You are now speaking with Luis!

Luis: Hi! My name is Luis. How may I help you?

you : I have purchased two Easy Media Creator 9 because it claimed to be Vista Compatable. I know there is now a certified Vista version. I have been waiting for a patch for months. Today on the forum John from Roxio said I may be able to download the full 9.1 version. Could you provide a link please.

Luis: as of right now there is no offical link for that as of yet

you : It has been months, is there a estimated date

Luis: at this moment, the update is being released soon

you : Ok..Thanks...I will go confront (John from Roxio) on his mis-information...Have a good day

Luis: sorry you feel that way, but it is still coming soon

you : John has been saying soon..for about 3 months

Your chat has ended. Thank you for speaking with us.

Please help us improve our service by clicking on the following link to take a short survey: CLICK HERELuis is typing a message...My name is

Just curious, was that a phone conversation or a Live Chat one? It reads like it was thru their Live Chat system.

[Bob Simoneau]

Just curious, was that a phone conversation or a Live Chat one? It reads like it was thru their Live Chat system.

It was a live chat. Before anyone gets after me for the statement of confronting (John from Roxio) for misinformation, let me say this. I realize that John said he could not promise that Roxio would allow a download, but he led me to believe there really was a CUSTOMER SERVICE section at Roxio. I believe that is a lie.

[Larry]

It was a live chat. Before anyone gets after me for the statement of confronting (John from Roxio) for misinformation, let me say this. I realize that John said he could not promise that Roxio would allow a download, but he led me to believe there really was a CUSTOMER SERVICE section at Roxio. I believe that is a lie.

I read the earlier posts and John's suggestion to "try it, can't hurt" to mean one should try a phone call to customer service. That's why I was curious if that was what you had done or if it was the customer support live chat you had tried. I didn't think they were the same department.

[Bob Simoneau]

I read the earlier posts and John's suggestion to "try it, can't hurt" to mean one should try a phone call to customer service. That's why I was curious if that was what you had done or if it was the customer support live chat you had tried. I didn't think they were the same department.

You may be right, because they do not appear to be customer support or customer service.

[Bobby Schantz]

I originally started this thread and was quite upset with Roxio. I still don't think the problem was handled correctly.

Tech. support, the last time I checked, wanted to put me through some more hoops which I refused to do.

I requested a download of the "Vista Certified" version or a refund from customer service. No download was offered but a refund was.

 

Meanwhile, I did something I should have done before even contacting tech. support. I completely uninstalled the software, did a registry clean to wipe everything out of there, then tried some of the other DVD burning software that is on my computer. Everything seemed to be working just fine.

I then reinstalled EMC9 and all the problems I was having seem to have gone away.

So I told customer service I decided to keep the software and so far am a happy camper. I have not tried all the features yet but those I have tried are working and better than before.

 

I don't want to open another can of worms but I have to wonder why tech. support didn't suggest that in the first place. Is it just me, or has tech. support in general, and not only Roxio, gotten to be a joke and a total waste of time. Most of the time I find the answer to my problems right here on the forums from other users.

 

I just wanted to let everyone know the outcome and maybe what I did will work for someone else.

 

I don't think I will be checking back on this thread as I just want to put the whole bad experience behind me. If anyone would like to contact me you can do so through my web site at http://home.pacbell.net/rschantz.

 

Thanks to everyone for their input.

 

Bobby Schantz

[james_hardin]

Glad it worked out for you and thanks for posting back!

 

Of course everyone rates Customer Service as awful whenever they don't solve a problem.

 

Every time they do solve one, they get rated as Great. Human nature, I suppose…

[Blaze]

Every time they do solve one, they get rated as Great. Human nature, I suppose…

I think it's more like 50% of the time that might get a small degree of gratitude.

[REDWAGON]

"I completely uninstalled the software, did a registry clean to wipe everything out of there, then tried some of the other DVD burning software that is on my computer. Everything seemed to be working just fine.

I then reinstalled EMC9 and all the problems I was having seem to have gone away."

 

I am one to think Bobby that uninstalling the software, a registry clean and then re-installing EMC 9 was probably what did the job. I really don't think that running other burning software had anything to do with it, but can understand why you might have wanted to check to see just what those changes you made would do if anything to other programs.

 

Great to hear you have EMC 9 working now. When it's working right there is no doubt, it is a great program.

 

Frank...

[John at Roxio]

John,

 

Forgive me if I am misunderstanding your post but are you saying that in lieu of waiting on this 9.1 patch we can call Roxio customer service and ask for a download of 9.1? I am one of the people who purchased multiple copies of ver 9 when it was released because it was advertised as Vista compatible, but unfortunately I am one of the people who could not get it to work on any of my 3 Vista computers. I would love to use this option if it is available as I have a 6mb DSl connection and downloading the full 9.1 Vista certified release would be an easy way to resolve my issues if possible.

 

I cant promise it, but its worth a shot.

[gi7omy]

Heck - from the way things are going, all I can say is "hopefully this year"

[barryware]

Boy.... I have sure had enough of "Where is the patch". I'm certainly not sticking up for Roxio but I have given up and when it is released, it will be released.

 

Everyday there seems to be a new "Rant" which if any of you follow my activity on the board, you know I enjoy

 

I have said it before.. I have issues under XP that I am hoping has been addressed with the "Soon to be coming "Patch"".

 

I have a license for Vista Ultimate (I am told, that I can get up to 3 licenses for Vista home Premium for 49 bucks each with the purchase of my Ultimate addition) .

 

I have XP Multi Media Center Addition (MMC) on the rig I use for the intensive video stuff as it is my fastest computer. This is where Vista is going and this is the rig I have EMC installed. However, under Vista my Media Center Extenders won't work , so I am waiting for the wife to quit looking at the checkbook and I will grab an XBox for use as a Media Center Extender.

 

That might be a week or two as now is flower planting season and she is in charge of buying and planting the flowers so she IS paying attention to the checkbook .

 

So... I have a couple of weeks or so before Vista gets installed "Full Time". Maybe after the race tomorrow (Indy 500), I'll start setting up Vista on my MM rig as a dual boot so I can start tweaking.

 

I am anxious for the "Patch" hoping that the issues I have under XP will be addressed. If this is the case, THEN I am in no real hurry to get Vista installed. However, I have a couple of weeks to wait to get EMC to run under Vista.

 

I am just sitting back, maybe having a beer or twoooooooo (maybe three) waiting for the patch.

 

Lets all relax... (Like Me)

 

Just for something fun to talk about..... I renewed the license plates on one of the cars online.. Instead of "charging" my credit card, They (Sec Of State), gave me a credit... Maybe I should go buy a Lottery Ticket

 

This must be my lucky day! (I know.... they will catch it (Maybe Not))

[14jeffrey]

You would have to ask that question directly to Roxio, to get an answer. We are users, like you, and don't know.

in the same boat baby

[bimicher]

in the same boat baby

What boat are you talking about?

 

Don't call Bruce a "baby"? He's a "grandpa"!

[grandpabruce]

What boat are you talking about?

 

Don't call Bruce a "baby"? He's a "grandpa"!

 

ROFLMAO! You are correct, and the two in my avatar are with us this weekend.

[lopez]

Here we go again... Click Here

 

Happy Memorial Day!

 

Barryware - Head Detective, Software Piracy Unit.

 

 

Well I have a simpler solution. Go back to your suplier and say that this is annoying. Show him the popups and that there,s no way of stopping it. Say you want compatible software or your money back. He will then give you EMC9 and then you can get the software driver update which works.

 

I did and it worked. Be acertive.

[MBO1]

Roxio has added an update. If you are still receiving the error message about a driver incompatibility (Sonic DA), select the option to get more information from Microsoft. When that page displays, a link on it will take you to Roxio where you can download either a 32-bit or 64-bit upgrade, depending on which version of Vista you are using.

 

Additionally, there is an upgrade to the BackupMyPC program that is available.

 

The update works like a charm on my system, and I no longer get the driver incompatibility. Additionally, Drag to Disk now works as it should.

 

Regards,

[Blaze]

Roxio has added an update.

There's an update ? Not at http://www.roxio.com/enu/support/software_...es/default.html

[tbrewst]

If you go to the home app there is an update for BUMP.

I believe that this adds BUMP to ones Vista installation if you have 9.1 installed.BUMP was not included in 9.1 as it was not originally Vista certified.

It probably now is and this update adds it to 9.1.As far as I know this is the only update for 9.1 so far.The other update for DLA is not really an update,just a patch to stop the message.This works for 9.0.If you installed 9.1 you don't get the message.

[scott784]

You certainly have a right to your opinion but I'm curious as to who lied to you and about what? Also, who'd you talk to at Roxio to make you think that they think they can do no wrong? It's a sad day when companies think they can do no wrong. That's when they start going downhill. However, Roxio employees have posted here telling us that an update is in the works soon. How is that lying?

 

Paul, I am going to respond to your post because I want to try to put the other forum member's post in perspective. There are some points here that I feel need to be made loud and clear.

 

First, Sonic Solutions went public on 05/03/07 announcing that they now had a version of EMC 9 that was "certified" to work with Windows Vista. This announcement included news that this software was available on roxio.com for download and would soon be shipped to retail outlets. For the record, (so everyone knows) Microsoft has confirmed that they have certified a version of EMC 9 for use with Vista. It is referred to on Microsoft's web site as version 9.1.45. This information can be viewed on Microsoft at the following link (follow the list to Sonic Solutions):

 

http://support.microsoft.com/kb/933305

 

Naturally, this news sparked interest with many Roxio customers who already purchased EMC 9, especially those customers who are running EMC 9 within Windows Vista. As many people know, there have been known issues with the functionality of EMC 9.0 and Windows Vista. I think most people understand these glitches were due to some Windows Updates that Microsoft pushed. Given the technicalities of software, I also think most reasonable people understand that these things happen and it "is" the nature of the software industry.

 

However, having said all of that, I want to say that I can understand the frustrations of many folks because there have been questions that have remained unanswered by Sonic Solutions. First, it is a known fact that EMC 9.1 already exists! Given that fact, some forum members (including myself) wanted to know why this software has not been made available to existing licensed EMC 9 customers who wanted the option of downloading this software. You know, many of us do have high speed internet these days and having that option would have been a great benefit!! Also, Sonic Solutions IS claiming to offer this new certified software to new purchasers from the home page.

 

Instead, Roxio has focused its remarks on a so called patch and the complexities in getting such a patch launched on the web site. THE QUESTION STILL BEGS FOR AN ANSWER! If the new certified software is already available for sale on the web site (as is being announced), why is the download option of the program for licensed owners of EMC 9 not being offered? There has been no response to this specific question from Sonic Solutions that I am aware of.

 

Second, there seems to be a twist to this situation. Although I have not surveyed enough people to establish for a fact (one way or the other), another forum member on here who just purchased the "certified" version from roxio.com has indicated that it is version: 9.0.610. So what's up with that???? Remember, the certified version should at least start with 9.1.......and according to Microsoft the build is 9.1.45. So this is another area that seems strange.

 

I don't think anyone has claimed that Sonic Solutions/Roxio professes to be perfect and has never done any wrong. That would be ridiculous to assume the company has ever taken that stance. HOWEVER, there are some unanswered questions here. I have not covered ALL of them but I have touched on two areas in the preceeding paragraphs.

 

For the record, I like Roxio's products and have been using the software since the days of Easy CD Creator and Adaptec in the late 90's. However, in the public relations world, perceptions are big AND it has been the perception of many that Sonic Solutions has not been totally forthcoming. Again, I like Roxio software and want Sonic Solutions to prosper. BUT I also want to see this company take care of its existing loyal customers!

 

In closing, I am not currently being affected by the glitches of EMC 9.0 in Windows Vista because I am using other software at the moment within Vista. I like and support Roxio software BUT again I just want to see Sonic Solutions start to do a better job of handling the public relations end of this issue.

 

So there's my two cents worth!! Quite long but I wanted to speak my peace on this topic. I know representatives affiliated with Sonic Solutions read these posts and my "two cents worth" is intended for anyone who cares to read it. (Fyi, I have also contacted Sonic Solutions directly).

[grandpabruce]

I just read the following in topic "What will come first, 9.1 patch or Version 10?":

 

"Now that we are Vista Certified we just need to issue a patch to update the older versions of EMC 9 to the Vista Certified version. There is nothing complex or secretive about what happened. It is business as usual in the sofware industry."

 

It begs the question if there is a "Vista Certified" version why can't I just download that instead of waiting for a patch?

 

My old computer died a month ago and since then I have been up to my neck in getting things to work on the new Vista computer. I paid $100 for the so-called "Vista Compatible" version of Roxio EMC9 and the last thing I wanted was more problems. I had tried Nero and that didn't work either.

 

Now I see they are advertising that EMC9 is "Vista Certified". Well, they already have my $100 so why don't they let me download the version that really works with Vista.

 

I am currently working with tech. support to resolve my DVD burning issue (which apparently I am not alone in) and they are putting me through hoops I don't need or want to go through.

 

As far as "business as usual in the software industry", from a customer's viewpoint IT SUCKS!

Come on you guys, get with the program. Ever heard of treating the customer right and he will come back?

 

Right now I wish I'd never heard of Roxio.

 

Done ranting,

Bobby Schantz

 

You would have to ask that question directly to Roxio, to get an answer. We are users, like you, and don't know.

[ggrussell]

When or IF Roxio releases a patch, it will be posted in the download section. Many people have run EMC 9 'as is' on Vista. I had it running just fine on the Vista 32bit public beta. MICROSOFT did some last minute changes that required most companies to rewrite portions of their software. That takes time. Even Adobe is having MAJOR problems with their video editor. It was YOUR choice to buy Vista or Vista machine. I won't be buying Vista until at least the first service pack or maybe even longer.

[kdeslaur]

<snippage>

MICROSOFT did some last minute changes that required most companies to rewrite portions of their software. That takes time. Even Adobe is having MAJOR problems with their video editor. It was YOUR choice to buy Vista or Vista machine. I won't be buying Vista until at least the first service pack or maybe even longer.

 

1. No one buying a new computer w/ preloaded OS has a choice about getting Vista, MS foisted their it on us. For instance, HP does not support XP for the machine I'm running. Great machine, immensely frustrating OS. Does that mean it won't work? I'm told by HP there are known issues.

 

2. EVERY company offering a Vista version has the opportunity to set customer expectations. "Compatible" sure sets a different tone than "There are problems". It's unethical to say "MS changed things on us and we didn't tell you you'd have problems until after you spent your money and took your chances". Has that happened? Not to me, yet. Though I am most definitely having problems.

2a. "Even Adobe"? You say that like they're a quality leader.

 

3. Don't buy a new computer, they only come preloaded with Vista (except for Dell I hear, and I understand HP is working towards a similar solution).

 

Eric D

[The Highlander]

Don't buy a new computer, they only come preloaded with Vista (except for Dell I hear, and I understand HP is working towards a similar solution).

 

Eric D

 

 

Here is the article for users to read.

http://www.newsfactor.com/news/Dell-Brings...id=0330003UJO13

 

Hey man i agree with you in the terms of getting a new pc and being forced to have Vista,,

I’m glad at the moment here in New Zealand they still give you the option to get XP, and as a OEM dealer myself , I’m glad i can still purchase XP for my clients.

 

I’ll pass on one comment that one of our Suppliers said , and they are a very big importer of MS O/S, they said ..

"tell your customers to not look at vista for the first 6 to 12 months , as unless they JUST want to use it for email and internet , then they are going to have issues, with very few software makes supplying Vista compatible applications , and mainly drivers ect... most vista installs will be buggy until they sort it out"

 

Now if a supplier says that to me , i take it as gold...

But you cannot blame people buying it with Microsoft’s media moguls pushing it hard like they do.

 

I have to say, and it’s me only saying this, an I am not a Roxio staffer , or even work for them... I’ve not had an issue with EMC9 on my vista, but hey everyone is different, we all have different hardware components inside our PC's and these have different drivers... these drivers can make different issues...

I think most makers like Roxio will start to soon have more info on the in's and outs of these issues that people have and we will soon see a better Vista forum... let’s hope...

 

Any how I wish you all the luck kdeslaur