How Long For A Support Answer ?

[Missduffy59]

 

Hi there,

 

I am new to this forum. In December, I downloaded Creator 2009 and have had a number of issues with it. Finally, I uninstalled it and when I tried to "re-download" it to try another clean install, I was unable to. I run XP, SP3.

 

Four days ago, I e-mailed tech support about this issue. I have not heard a word since, not even an automated "I hear you" response.

 

How long should I expect to wait for some acknowledgment from Roxio? In the meantime, I have reinstalled EMC 9 to do some basic work.

 

This is the first Roxio product I have had that I have been so disappointed in!

 

Karen

[grandpabruce]

 

Hi there,

 

I am new to this forum. In December, I downloaded Creator 2009 and have had a number of issues with it. Finally, I uninstalled it and when I tried to "re-download" it to try another clean install, I was unable to. I run XP, SP3.

 

Four days ago, I e-mailed tech support about this issue. I have not heard a word since, not even an automated "I hear you" response.

 

How long should I expect to wait for some acknowledgment from Roxio? In the meantime, I have reinstalled EMC 9 to do some basic work.

 

This is the first Roxio product I have had that I have been so disappointed in!

 

Karen

 

First, you should have burned the download file to a DVD, right after you downloaded it, so you would have it, in the event you had to install the software again.

 

Second, this is a users forum, and we are users of the software, like you. We aren't Roxio, so we can't help you to get authorized to download again.

 

[Missduffy59]

First, you should have burned the download file to a DVD, right after you downloaded it, so you would have it, in the event you had to install the software again.

 

Second, this is a users forum, and we are users of the software, like you. We aren't Roxio, so we can't help you to get authorized to download again.

 

Sorry, I should have mentioned that I DID order the backup disc, which turned out to be an earlier version of Creator when I tried to reinstall from that.

 

I was not looking for anything Roxio should hopefully, someday provide. I was just trying to get an idea from someone else who might have been in this position how long it might take to get a response.

 

I obviously came to the wrong place and will not make that mistake again.

 

Karen

 

[bimicher]

Sorry, I should have mentioned that I DID order the backup disc, which turned out to be an earlier version of Creator when I tried to reinstall from that.

 

I was not looking for anything Roxio should hopefully, someday provide. I was just trying to get an idea from someone else who might have been in this position how long it might take to get a response.

 

I obviously came to the wrong place and will not make that mistake again.

 

Karen

 

Don't rely on e-mail - give Customer Service a call telling them you got the wrong disc.

Did you delete the downloaded program?

[Missduffy59]

Don't rely on e-mail - give Customer Service a call telling them you got the wrong disc.

Did you delete the downloaded program?

 

 

Unfortunately, I did. I thought I had the back up disc! Did not know it was the wrong one till I tried to reload the program.

 

When I tried to call, I was told that Customer Service was not available in my area? Mississippi? It was a state last time I checked. I may try again Monday.

 

Thanks!

[bimicher]

Unfortunately, I did. I thought I had the back up disc! Did not know it was the wrong one till I tried to reload the program.

 

When I tried to call, I was told that Customer Service was not available in my area? Mississippi? It was a state last time I checked. I may try again Monday.

 

Thanks!

 

Is this the number you called: 1-800-656-5443?

[Missduffy59]

Is this the number you called: 1-800-656-5443?

 

Yes. Go figure. It might have been a fluke. I will definitely try again since my backup disc is not what I ordered and paid for!

 

Thanks for the help.

 

[grandpabruce]

Yes. Go figure. It might have been a fluke. I will definitely try again since my backup disc is not what I ordered and paid for!

 

Thanks for the help.

 

Hopefully, they will apologize, and send you the correct backup CD/DVD. How the heck they could mess that up, is beyond me, but I would be angry, too.