Activation Failure No Support

[SteveTew]

I had to re-install windows and therefore all software on my edit suet. I have a long standing issue with compatibility between a Matrox capture card and DVDit Pro HD.

Anyway, when I tried to run DVDit HD I had to activate it. Just like I did every time I re-installed the software, but now the activation fails with a message saying I have exceeded activation limits. I raised a ticket with technical support and a day latter I got a reply saying I should re-install DVDit HD! Like that's going to help with activation.

It's the Roxio's server that allows activation not my PC. Anyway I then contact direct chat and spoke to Joshua. I finally thought I was getting somewhere when he told me that I need another software key and he has raised a ticket with technical support and they would contact me by the end of the day. Well that was yesterday and I'm still waiting. I made it clear that this was urgent because I have a client waiting for me to finish a project but despite that assurance I would be contacted I now have a very big problem with a job I cannot complete and a client snapping at my heals. This could cost me real money if this does not get sorted today. It appears that Roxio are happy to take the money for there products but there support is almost non existent.

Actually this is a very simple task. All that has to be done is activations limits need to me reset on Roxio’s server. Is that too much to ask?

This does raise a question. Would I buy a product from this company again. NO. That would make me stupid!

[ogdens]

I had to re-install windows and therefore all software on my edit suet. I have a long standing issue with compatibility between a Matrox capture card and DVDit Pro HD.

Anyway, when I tried to run DVDit HD I had to activate it. Just like I did every time I re-installed the software, but now the activation fails with a message saying I have exceeded activation limits. I raised a ticket with technical support and a day latter I got a reply saying I should re-install DVDit HD! Like that's going to help with activation.

It's the Roxio's server that allows activation not my PC. Anyway I then contact direct chat and spoke to Joshua. I finally thought I was getting somewhere when he told me that I need another software key and he has raised a ticket with technical support and they would contact me by the end of the day. Well that was yesterday and I'm still waiting. I made it clear that this was urgent because I have a client waiting for me to finish a project but despite that assurance I would be contacted I now have a very big problem with a job I cannot complete and a client snapping at my heals. This could cost me real money if this does not get sorted today. It appears that Roxio are happy to take the money for there products but there support is almost non existent.

Actually this is a very simple task. All that has to be done is activations limits need to me reset on Roxio’s server. Is that too much to ask?

This does raise a question. Would I buy a product from this company again. NO. That would make me stupid!

 

 

Were just fellow users on here, what would you like us to do?

 

 

[SteveTew]

That's true, we are all just users but I hope that people thinking of buying Roxio products will read my post and think twice before buying. That may put some pressure on Roxio to provide good support to customers who have technical issues. And just for those who may be thinking of Roxio some of there hard earned cash, I have now been promised three times over 2 days that my issue would be resolved by the end of business yesterday and again today. Guess what? I'm still waiting. One other point, this is costing me real cash. I will probably loose future business with the client I am letting down as a result of Roxio's appalling support.

I will keep posting the truth accross the forums untill i can use the software i paid hard cash for.

[SteveTew]

I have now been waiting over a week for a replacement CD key and an update as promised for DVDit pro HD. I have now lost my first customer today because I could not finish his project on time. Thanks Roxio! I have been waiting a long time for a very simple request. It appears that Roxio does not care about it's customers once you have the money. I will now start to write to all the press I think will print my letters regarding the appalling treatment I have received from your company. I will also be contacting the credit card company regarding making a chargeback for the product I can no longer use. Finally I will be posting comments about Roxio's support on as many user groups as I can. I will stop at nothing until I get what I have paid for. Hopefully this will stop at least some potential customer spending money with Roxio.

 

As i said i have lost a customer today because of Roxio. That's real money i have lost. Far more than the cost of the software!

[danny]

Hallo,

I agree with you. It couldn´t be possible that we are paying a lot money on a software that is quite buggy and where you´re getting no (GOOD) support.

 

I had a problem with toast8, a roxio-mac-product, a few years ago. Bad support, expensive hotline (it was in france) from germany, and no solution.

 

Scott Eppstein (product manager) is gone, and again, Roxio leaves us standing in the rain. Maybe it is a better to contact sonic support directly via sonic-web-site, even DVDit is a sonic-product and will be distributed via sonic website.

 

I don´t now who will fellow scott in his job, but we all could only hope, that this guy will work within the boads as well! I don´t think so, maybe I´m to pesimistic, or just be realistic.

 

All we all can do, is wait for a BD-solution from a compettitor with better support and a QUITE better product. I know there will be one within the near future.

 

danny

[rexdigital]

 

 

why don't you call and immediately ask for a supervisor?

 

you shouldn't have to but sometimes it's gotta be done.

 

I'm in a similar situation with a disc printer maker fowling

up my printer repair. Incompetent as hell, not answering calls

flaky support. I finally faxed them a complaint and got

a reply.

 

It's like people are not doing there jobs.

[SteveTew]

You make a good point. I did actually called the only UK support number. The only technical support numbers I can find are charged at premium rate £1.00 a minute here in the UK and $1.89 in the US. I was on the phone for 10 minutes and all I got was another technical support ticket number!

Here in the UK customer service Stinks. I have travelled to the US several times and only experienced excellent service. I Just don’t understand why software companies are happy to treat there customers so badly. I wonder if it’s because I can’t just walk in to there office and stand face to face with them.

I know I’m going on about this but I treated my customers in the same way that Roxio have treated me I would not have any customers.