In my life I’ve actually been to a few real train wrecks. The cause is usually some minor item, but the end result of derailing a fast moving train is unbeleivable. Such was the case when I first purchased Roxio’s Easy Media Creator.
I started with version 8 several years ago. Installed the software on my system from the purchased CD, but never actually tried to use it until recently. On my first try, after a year or so, it crashed my system every time I tried to “Create DVD”. I called Roxio and was told that my 128 MB Display Card was at the very minumum and that a new card would most likely solve the problem. At the same time I thought I’d also upgrade to Version 9.0 and even move up to the “Deluxe Suite”.
I purchased and installed a new display card with 512 MB and lots of power. I downloaded the version 9 software and eagerly attempted to “Create DVD. The system didn’t crash this time, it just sat there! I tried to “Capture Video” and after “loading components”, it just sat there. I tried to close…it just sat there. Then I remembered that I was also supposed to receive a bit of hardware with my order. A Pinnacle Systems “Dazzel DVC-90 USB Video Input Card. Two weeks and several phone calls later, I finally received the device. On it was a big sign, “Install software first”. Unfortunately there was no software sent with the unit. Several more phone calls and e-mails later, plus learning from Roxio’s own web site forum that many people were having the same problem, I was steered to a website to download the drivers for the DVC-90.
After running the software for the unput card, I plugged it in, fed it video, and looked for somethng to indicate the presence of an input. I loaded the Easy Media Program and went to “Create DVD”, then tried “Capture Video”. It sat there! I looked for any setup menus or some indication that there was even video to capture. Nothing! I checked to see that the DVC-90 was listed among the USB devices and it was there. So, I called Roxio and explained all I had been through. They kindly referred me with a case number to their techincal support number.
Technical support was answered by a machine that quickly informed me that the cost to speak with them was something like $1.98 an hour, they could not promise any solution, and that I should key in my credit card in order to move to the next step.
Not only had I purchased this product in good faith expecting it to deliver all that was promised, I had given it and their copmpany several hours of my time trying to get it up and running, while fighting through a maze of phone, e-mail, and website FAQ’s, just to learn that I should now PAY for additional support that contained no assurances of ever making it work!
I called back to “customer service” (oximoran) and noted that they actually have an extension for refund requests! I was not surprised and should have noted that when I called in for the upgrade in the beginning. I also noted that as the version 9 softwwareloaded, it also told me that there was a version 10 now available for upgrade! No, not for me, I’ve been had enough! I want a refund! I got the person on the phone to request the refund, gave them my order number and confirmed who I was and why I was requesting a refund. The agent apologized and said I would receive an e-mail with instructions on how to “apply” for the refund. I should follow the instructions and they would process my request. I hate to say it, but not even this worked like they said! I got the e-mail, and it listed a website I should access for details. When I accessed the site, the message was headed “Letter of Destruction”. However the very next line and total content said, “We are sorry, but we cannot complete your request. Please contact customer service for assistance.” (Been there….done that….have the scars!)
Basically I have come to the conclusion that these folks have very serious product problems, certainly serious customer service problems, and their primary interest is collecting money for their product and any support, with never a promise making it actually work! Fortunately, my upgrade purchase was made using my American Express credit card which provides me with some product protection against vendors who deliver shoddy products. I will be relating this experience to them as I request my credit back from this vendor.
As for the return/destruction of their product? I will be gladly purging my system of ALL remnents of their software. As for the return the DVC-90 USB device I’m going to use the same policy they have regarding support. I charge $300 an hour when I’m consulting. I figure it would take me about 10-minutes to package up the device and ready it for return. At $5.00 a minute, times ten …. that will be $50 plus another $15 for shipping. However, unlike Roxio, for that $65 I guarantee the results. So, Roxio Customer Service, you have may address and as soon as I receive your check or money order, with instructions as to where you wish it sent, I’ll be returning the DVC-90. In the meantime, expect American Express to be taking back my payment in full.
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Attempted Customer
A Roxio Train Wreck
In my life I’ve actually been to a few real train wrecks. The cause is usually some minor item, but the end result of derailing a fast moving train is unbeleivable. Such was the case when I first purchased Roxio’s Easy Media Creator.
I started with version 8 several years ago. Installed the software on my system from the purchased CD, but never actually tried to use it until recently. On my first try, after a year or so, it crashed my system every time I tried to “Create DVD”. I called Roxio and was told that my 128 MB Display Card was at the very minumum and that a new card would most likely solve the problem. At the same time I thought I’d also upgrade to Version 9.0 and even move up to the “Deluxe Suite”.
I purchased and installed a new display card with 512 MB and lots of power. I downloaded the version 9 software and eagerly attempted to “Create DVD. The system didn’t crash this time, it just sat there! I tried to “Capture Video” and after “loading components”, it just sat there. I tried to close…it just sat there. Then I remembered that I was also supposed to receive a bit of hardware with my order. A Pinnacle Systems “Dazzel DVC-90 USB Video Input Card. Two weeks and several phone calls later, I finally received the device. On it was a big sign, “Install software first”. Unfortunately there was no software sent with the unit. Several more phone calls and e-mails later, plus learning from Roxio’s own web site forum that many people were having the same problem, I was steered to a website to download the drivers for the DVC-90.
After running the software for the unput card, I plugged it in, fed it video, and looked for somethng to indicate the presence of an input. I loaded the Easy Media Program and went to “Create DVD”, then tried “Capture Video”. It sat there! I looked for any setup menus or some indication that there was even video to capture. Nothing! I checked to see that the DVC-90 was listed among the USB devices and it was there. So, I called Roxio and explained all I had been through. They kindly referred me with a case number to their techincal support number.
Technical support was answered by a machine that quickly informed me that the cost to speak with them was something like $1.98 an hour, they could not promise any solution, and that I should key in my credit card in order to move to the next step.
Not only had I purchased this product in good faith expecting it to deliver all that was promised, I had given it and their copmpany several hours of my time trying to get it up and running, while fighting through a maze of phone, e-mail, and website FAQ’s, just to learn that I should now PAY for additional support that contained no assurances of ever making it work!
I called back to “customer service” (oximoran) and noted that they actually have an extension for refund requests! I was not surprised and should have noted that when I called in for the upgrade in the beginning. I also noted that as the version 9 softwwareloaded, it also told me that there was a version 10 now available for upgrade! No, not for me, I’ve been had enough! I want a refund! I got the person on the phone to request the refund, gave them my order number and confirmed who I was and why I was requesting a refund. The agent apologized and said I would receive an e-mail with instructions on how to “apply” for the refund. I should follow the instructions and they would process my request. I hate to say it, but not even this worked like they said! I got the e-mail, and it listed a website I should access for details. When I accessed the site, the message was headed “Letter of Destruction”. However the very next line and total content said, “We are sorry, but we cannot complete your request. Please contact customer service for assistance.” (Been there….done that….have the scars!)
Basically I have come to the conclusion that these folks have very serious product problems, certainly serious customer service problems, and their primary interest is collecting money for their product and any support, with never a promise making it actually work! Fortunately, my upgrade purchase was made using my American Express credit card which provides me with some product protection against vendors who deliver shoddy products. I will be relating this experience to them as I request my credit back from this vendor.
As for the return/destruction of their product? I will be gladly purging my system of ALL remnents of their software. As for the return the DVC-90 USB device I’m going to use the same policy they have regarding support. I charge $300 an hour when I’m consulting. I figure it would take me about 10-minutes to package up the device and ready it for return. At $5.00 a minute, times ten …. that will be $50 plus another $15 for shipping. However, unlike Roxio, for that $65 I guarantee the results. So, Roxio Customer Service, you have may address and as soon as I receive your check or money order, with instructions as to where you wish it sent, I’ll be returning the DVC-90. In the meantime, expect American Express to be taking back my payment in full.
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