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Don't wait 31 days to return EMC 9


edeslaur

Question

So, I've finally had enough and I contacted Roxio to return my EMC9.

 

Except I'm outside the "unconditional 30 day return policy"

 

This is what I get for having faith in what "soon" means.

 

Snippet of my message:

Due to the # of severe issues with EMC 9, I'd like a complete refund please.

 

Earlier today, I requested a download of 9.1, but was told that an update was coming "soon" - something I've heard since late March and no longer believe, and that I could not download 9.1 since I was a 9.0 customer. I have waited in good faith for the update and fixes to my issues, and have now decided trying to get this working is no longer a good use of my time.

 

The level of service and the quality of this current product has me looking to your competitors, such as Nero, to meet my multimedia needs.

 

Please let me know how to proceed. Upon confirmation, I will completely deinstall EMC 9 (for the 6th time I want to add).

 

The details from my purchase are below:

<snippage>

 

 

I understand policies, but I also understand customer service.

In this case, I was not offered the ability to download 9.1, even though I specifically asked, hence my request for a refund. This is not the level of support I expect for a product that's broken for me (and the others on these forums).

 

Customer Service quickly indicated I should send an email to their refund request address (refunds@sonic.com), which netted me a "Too late!" email message, which was 100% canned and didn't address any of the concerns I had raised.

 

So, I guess I'm out $69.99 and fees. Not the most expensive lesson I've ever had, I guess, but still a bitter pill for a package I used to like very much.

 

From net promoter to detractor in one version. Good job, Roxio!

 

Sincerely,

Eric D

PS: I don't meant to imply I'm at 31 days, I'm actually around 60-some odd.

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16 answers to this question

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Well, the post at the top of this section starts off with "So, I've finally had enough ..."

 

And later I explain that if 9.1 works, I'll keep it.

 

While the thing on the left reads "newb" that's because I don't believe I should have to rely on other owners to get my software working. It also should not be used to gauge people's proficiency with software and hardware.

 

I'm very happy yours works.

 

Can you do me a favor? Log in as a different [Admin] user and see if you can use VideoWave. Mine doesn't work. But Roxio says theirs does, case closed.

 

Create a VideoWave photo DVD, click one picture, then try to add the Barbed Wire (any, really) transition. Mine doesn't work, videoWave crashes and shuts down (others see this on XP too - see the XP forum). Roxio has not responded to this one.

 

With EMC services and startup apps running, when I start to download an MOV from my Kodak camera over USB, intermittently, but far too regularly, my laptop will power off completely. But not when I disable all the EMC pieces (I was finally able to run 5 days with no issues by turning them off. Wheee, that was nice!). Roxio tells me that's not possible, they're "Certified!"

 

I wish I had a couple more HP DV9265NRs and their factory install (whcih comes with Roxio bits preinstalled that then have to be deinstalled and only take about 20-30 minutes to deinstall!) so I could reinstall Vista and everything and dig in. But it's my home PC and I have a life when I walk out the door of my work. And it's not reinstalling software again and again because that's what the script/KB says to do.

 

I have 3 tickets currently open with support (I can't return it, so make 'em fix it. Fine). Support seems more interested in getting them off their plate than in getting me fixed. I understand, quotas have to be met.

 

Since repeating the same action over and over expecting different results is the definition of insanity, I've decided to stop deinstalling/reinstalling in the hopes that some magic will occur and things will be right with the world of Vista and EMC 9.

 

It also means I'm tired of hearing that EMC 9 is certified but, oops, not your version and you can't have the one that is unless you give us more money. Now.

 

Hope that helps set the context? (I'm sure it clarifies both how frustrated I am and how frustrating Roxio has been).

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Oh yes, customer support still exists and is doing well.

In small software companies (up to 5 people or so) it's sometimes pretty impressive.

Just look at DirectoryOpus, TotalCommander, IMatch, IdImager, Mediachance, Tordex and many others.

 

Big companies support is in practice limited to usage issues ('How do I print a file?') and issues affecting very large group of users.

 

X.

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Or, I'm old or rich and just buy more stuff than the average person? :lol::lol::lol:

 

OTOH, I get more than 250K out of each vehicle I buy with minimal or no issues, my dirtbike is 14 years old (and well abused), the last 3 Maytags I had I loved (I moved, they stayed in their respective houses), and my Toshiba bigscreen HD TV is 7 years old, so there are some bright spots. :D

 

In this case, EMC was DOA with the exception of the transition problem. It used to work, then stopped. Since EMC is the last SW I installed (want the control panel screen shot sorted by date?), the only other possibility is Vista updates.

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I tried your test. It works fine. Was your install pre-creating the new user, or post-creating the new user? I created the new admin user after EMC 9 was installed, and it worked fine. Personally, I don't see the need for multiple users -> I don't have anything to hide from other people. Just password protect some folders if you really need the security.

 

But, as for getting it working, are programs like windows defender or all that other security crap running?

 

Also, I've read several cases where people have "tried the same thing over and over again" only to have it work on their 6th try. This is because they don't follow all the instructions, or they run into an error and just skip that step in the instructions. Then, on their 6th try, they finally get pissed off and do every single instruction as listed. Lo and behold, it works!

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I explained to Cust Svc that all I wanted was 9.1 and I wasn't willing to wait for the update since "soon" wasn't coming (and explained my concern with "soon." They explained they couldn't do that, so I asked if I should be getting a refund. They said yes, gave me the email address, and scuttled off the phone (in a hurry to be unhelpful to someone else, no doubt).

 

IF 9.1 fixes the problems I've been having, I'll keep it. If not, Yes. And I'll be a good boy and check it out within a couple of days, even though the uninstall/install process is almost slower than installing XP from scratch (on a slower machine, no less).

 

When I submit a ticket to support and the first answer's gist is "It can't be not working, we're Certified" without checking my version #, I know I'm getting blown off.

quote: "Easy Media Creator 9 is Vista Certified and we are sure it works great with Vista."

 

I'm glad they're sure, they should come over to my house (or many of yours) and learn a few things about what "great" looks like.

 

I'm tired of getting blown off.

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Oh no! Now I'm a rookie. If I make it to Digital Master, I'm killing myself.

 

So this morning I'm watching a Netflix movie over the internet (not on DVD) and - peeeeeowwww.. The laptop shut itself off (like pulling the plug on a desktop).

 

I've updated the Powerdown forum dicussion (link below).

 

This sux...

 

I tried your test. It works fine. Was your install pre-creating the new user, or post-creating the new user? I created the new admin user after EMC 9 was installed, and it worked fine. Personally, I don't see the need for multiple users -> I don't have anything to hide from other people. Just password protect some folders if you really need the security.

 

But, as for getting it working, are programs like windows defender or all that other security crap running?

 

Also, I've read several cases where people have "tried the same thing over and over again" only to have it work on their 6th try. This is because they don't follow all the instructions, or they run into an error and just skip that step in the instructions. Then, on their 6th try, they finally get pissed off and do every single instruction as listed. Lo and behold, it works!

 

Yeah, I've learned that loooooong ago, so I always do every single step the first time. :) I learned it the hard way - the users I was doing phone support for weren't doing every step.

 

Gee, I don't have anything to hide either (A PC is a terrible place to try to hide something, MS' encryption is but a boot disk away from being unencrypted). What are you saying? :o

 

When you have 3 internet-savvy kids (are there any who aren't?) AND the wife, believe me, you'll love MS' Fast User Switching feature. I use FUS because I like my desktop my way with my background (I love kitties, but come on!), and to have all the apps running as I left them that morning/yesterday, and to have my browser history be mine, and my icons where I put them, and my application's file history...

 

In my case, the users were there before. I'll try creating a new user and see if that one works.

 

More info at the install issue below.

 

Re the security stuff, it's as God, or at least Microsoft, intended. I doubt Roxio turned anything off during their testing, so neither have I. I'm completely open to ideas from those who have all this working.

 

The "this is broked, someone help!!" threads are listed below if you'd like to address those directly and keep this thread on topic. FYI, these match my tickets with support, and the tickets reference these forum entries.

- powerdown issue - http://forums.support.roxio.com/index.php?showtopic=22229

- Fast user switching/install issue - http://forums.support.roxio.com/index.php?showtopic=22230

- transition crashes - http://forums.support.roxio.com/index.php?...c=18457&hl=

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"...Since EMC is the last SW I installed (want the control panel screen shot sorted by date?), the only other possibility is Vista updates.

..."

 

It's possible you just hit on the answer. I take it btw you do run regular spyware and a/v sweeps

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I'm implying that the only reason that I could think of to change users was to prevent access to certain programs and files. A-La school systems. Personally, whenever someone uses my computer, I make sure that they never change any of my settings, such as background, screensaver, etc. But then again, I don't share my computer with my family very often, and I doubt I could stand doing so. Meh.

 

I didn't shut of windows defender when installing, and it works great, but a couple of people's problems have been solved by that.

 

As for keeping it on topic, the topic was "Return the product before 30 days or you can't". I agree with you in that regard... If you try to claim the warrenty on a dishwasher one day after the warrenty is up, you generally won't get help with it. (Unless you bought it from somewhere that is willing to waste a lot of money on customer support). In your case, it would have been twice the duration, so more like 3 years after the warrenty is up.

 

Give the windows defender shut off a try.

 

afterthought: all of your issues sound like they're stemming from one cause

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IF 9.1 fixes the problems I've been having, I'll keep it. If not, Yes.

 

so basically if it doesn't work, you would ask for a refund regardless if it's 9.0 or 9.1. So why asking for 9.1 instead of trying to get 9.0 working on your computer? (maybe you did try to troubleshoot but it was not mentioned in your post) There is no guarantee 9.1 would work for you...

 

I have a Vista machine and 9.0 runs fine... at least no major problem so far...

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Now, now, don't confuse return period with warranty period.

 

Not true. And if I'm having problems they're working with me, they're ALWAYS willing to work with me to get it resolved.

 

My Maytag is 1.5 years old and the front panel has gone out for the 3rd time. We're working together to get me a *new* Maytag at NO cost to me (at their sugggestion! Whee!). And, I would argue, their BOM cost is a little higher than Roxio's where they just throw it up on Digital River's site for a pittance (per download).

 

Besides, my dishwasher is designed to be compatible (certified?) with my plumbing, and if it's not, they work with me until it is.

 

But Maytag rarely will need to offer me their latest dishwasher to work with my exisitng plumbing and counter height (which, like Vista), is standard. They don't send me new parts throughout hte year to make it work better. That's the upside of software (and an enabling factor for allowing the first release to be crap)

 

The last (big screen) TV I had die was 1 year out of warranty, Wal*Mart happily refunded my $$ after a, literally, 10 minute conversation.

I had a deep fryer that died 6 months beyond the warranty. Costco, after a 10 minute conversation, refunded my $$ for the fryer

Panasonic replaced a TV 8 months after warranty when it died

 

Sounds like your experiences with warranty and return issues differs from mine. Maybe that's why I expected Roxio to behave differently.

 

Eric D

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Now, now, don't confuse return period with warranty period.

 

Not true. And if I'm having problems they're working with me, they're ALWAYS willing to work with me to get it resolved.

 

My Maytag is 1.5 years old and the front panel has gone out for the 3rd time. We're working together to get me a *new* Maytag at NO cost to me (at their sugggestion! Whee!). And, I would argue, their BOM cost is a little higher than Roxio's where they just throw it up on Digital River's site for a pittance (per download).

 

Besides, my dishwasher is designed to be compatible (certified?) with my plumbing, and if it's not, they work with me until it is.

 

But Maytag rarely will need to offer me their latest dishwasher to work with my exisitng plumbing and counter height (which, like Vista), is standard. They don't send me new parts throughout hte year to make it work better. That's the upside of software (and an enabling factor for allowing the first release to be crap)

 

The last (big screen) TV I had die was 1 year out of warranty, Wal*Mart happily refunded my $$ after a, literally, 10 minute conversation.

I had a deep fryer that died 6 months beyond the warranty. Costco, after a 10 minute conversation, refunded my $$ for the fryer

Panasonic replaced a TV 8 months after warranty when it died

 

Sounds like your experiences with warranty issues differs from mine. Maybe that's why I expected Roxio to behave differently.

 

Eric D

 

You sure seem to have a problem with things dying on you :glare:

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For transitions, I'm sure it's certainly related. Except others on XP are seeing the behaviour, so maybe I was just lucky.

 

I haven't had a spyware or virus incident in 9 years on my own machines and regularly dig into the loaded files and registries of coworkers to clean out what they do get. We sweep 'em real hard here in my household.

 

If I don't recognize it, it gets Googled to find out why. Another reason to run FUS since the other accounts aren't admins and can't install naughties. :lol:

 

For the rest of the stuff, it installed broked. So no nail hitting with the proverbial hammer there...

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