Poor Customer Service

[semperfi]

Having purchased toast 10 pro at an apple store 140 miles away, then finding out that that it does not contain the hd/blue ray plugin as advertised, is bad enough. Finding out that I'm supposed to travel 280 miles to return the garbage is outrageous. That's how roxio's so called customer service operates.

The updated downloads don't even work. I get a message that the decompression failed after four attempts. BTW, just how am I supposed to return software to apple after it has been opened?

This is the worst software package that I've ever purchased, and roxio doesn't stand behind it. It's supposed to have two discs in the package according to the posts I've seen on this site. My sealed package had only one disc with two different product keys for the same disc!! People at roxio's customer service just left it for me to try and straighten out. When you try to call tech support, the number has been disconnected!! Is this typical of roxio to treat a customer in this shabby manner?

[sknis]

I am sorry, but I don't see how it addressed the original question?

 

Re: Post you linked to. If you look, that person got the standard version (not pro) and got a separate disc for the plug in. Did you read the discussion about the color of the box? What does your disc say -- does it have the word Pro?

 

Let's see, a Roxio expert on Toast told you there was one disc and then asked for more information. You did not provide it and further questioned what he said.

 

I tried to help but you just questioned my reply. I do not know how familiar you are with installation of this program so I have to assume that you may have made the same mistake that I did.

 

Do you now want a third person to tell you the same thing when you are not providing any feedback ! All that driving my just be getting to you. Why did you feel that you had to go to an Apple store to get this product?

[semperfi]

Re: Post you linked to. If you look, that person got the standard version (not pro) and got a separate disc for the plug in. Did you read the discussion about the color of the box? What does your disc say -- does it have the word Pro?

 

Let's see, a Roxio expert on Toast told you there was one disc and then asked for more information. You did not provide it and further questioned what he said.

 

I tried to help but you just questioned my reply. I do not know how familiar you are with installation of this program so I have to assume that you may have made the same mistake that I did.

 

Do you now want a third person to tell you the same thing when you are not providing any feedback ! All that driving my just be getting to you. Why did you feel that you had to go to an Apple store to get this product?

Thanks to all,

I think digital guru got it right on his first reply. His second reply should have been addressed to the other fellow, but no harm done and thanks for the help. You were a lot more helpful than the woman at roxio. I was able to get the hd feature to work to a limited extent. First disc burned fine in hd, but playback on my pioneer bd player did not work.

BTW, I did try to download roxio toast pro, but it would not download properly. That's why I drove to st. louis and the apple store. I tried to work with the people at roxio on the download, but their phone number for tech support was "disconnected" with no further info for another number. Sales people weren't helpful either.

The other bad thing is not being able to get the software updates downloaded. I always get a message toward the end that the "decompression failed."

 

 

Hi semprefi,

 

I believe there is a misunderstanding of the package you should receive. There is only one disc in Toast 10 Pro package. On the disc, you will find the installation folder of Toast 10 Titanium and a Pro Applications folder. In the Pro Applications folder, you will find the installer for the bundled software as well as the installer of Toast 10 Titanium HD/BD Plugin. All the software advertised for Toast 10 Pro is in that one disc and there is no second disc required. Please confirm that you are missing the folders on your disc. I'll certainly investigate further if that's the case.

 

Also, I have verified the download for Toast 10.0.2 update and was able to complete the download. Can you provide the name of the file you downloaded and the size of the file?

 

Thanks

 

Ivan

Hello Ivan,

The update was about 408 mb according to the software update on the roxio website. I would try to download ( via satellite link which takes forever) and get to about 380 mb downloaded and then the message "decompression failed" would appear......Thanks for your help.

[Guest ivanatrox]

In another thread nearby: http://forums.support.roxio.com/index.php?showtopic=51759, there appear to be two discs in the Toast 10 pro box. Is there an explanation for that?

 

Hi ComPH,

 

The explanation is fairly simple. The two discs version is not Toast 10 Pro. We have a promotion with free BD plugin when Toast 10 was launched where plug-in discs were packaged into the box.

 

The difference between Toast 10 and Toast 10 Pro are the HD plug and the additional bundled software (SonicFire, SoundSoap, FotoMagico, and LightZone). As shown in the picture posted in that thread, it's a disc for Toast 10 Titanium and a disc for BD plugin. It would be missing the bundled software if it is for Toast 10 Pro.

 

Ivan

 

Thanks to all,

I think digital guru got it right on his first reply. His second reply should have been addressed to the other fellow, but no harm done and thanks for the help. You were a lot more helpful than the woman at roxio. I was able to get the hd feature to work to a limited extent. First disc burned fine in hd, but playback on my pioneer bd player did not work.

BTW, I did try to download roxio toast pro, but it would not download properly. That's why I drove to st. louis and the apple store. I tried to work with the people at roxio on the download, but their phone number for tech support was "disconnected" with no further info for another number. Sales people weren't helpful either.

The other bad thing is not being able to get the software updates downloaded. I always get a message toward the end that the "decompression failed."

 

 

 

Hello Ivan,

The update was about 408 mb according to the software update on the roxio website. I would try to download ( via satellite link which takes forever) and get to about 380 mb downloaded and then the message "decompression failed" would appear......Thanks for your help.

 

Hi semperfi,

 

What happens when you tried to install from the disc you bought? Are you able to explore the disc and see different folders in it? Also, can you PM me what phone number you called that was disconnected?

 

As for the update download issue, is it possible for you to use a network connection other than the satellite link?

 

Thanks

 

Ivan

[Syrallas]

Having purchased toast 10 pro at an apple store 140 miles away, then finding out that that it does not contain the hd/blue ray plugin as advertised, is bad enough. Finding out that I'm supposed to travel 280 miles to return the garbage is outrageous. That's how roxio's so called customer service operates.

The updated downloads don't even work. I get a message that the decompression failed after four attempts. BTW, just how am I supposed to return software to apple after it has been opened?

This is the worst software package that I've ever purchased, and roxio doesn't stand behind it. It's supposed to have two discs in the package according to the posts I've seen on this site. My sealed package had only one disc with two different product keys for the same disc!! People at roxio's customer service just left it for me to try and straighten out. When you try to call tech support, the number has been disconnected!! Is this typical of roxio to treat a customer in this shabby manner?

 

The store at which you bought the package should help you out; you didn't buy it directly from Roxio.

The fact that you have two different product keys for the same disc suggests some type of error that the Apple store should help resolve for you. Perhaps get a manger on the phone and work with him/her to avoid unnecessary travel?

 

[Guest ivanatrox]

Having purchased toast 10 pro at an apple store 140 miles away, then finding out that that it does not contain the hd/blue ray plugin as advertised, is bad enough. Finding out that I'm supposed to travel 280 miles to return the garbage is outrageous. That's how roxio's so called customer service operates.

The updated downloads don't even work. I get a message that the decompression failed after four attempts. BTW, just how am I supposed to return software to apple after it has been opened?

This is the worst software package that I've ever purchased, and roxio doesn't stand behind it. It's supposed to have two discs in the package according to the posts I've seen on this site. My sealed package had only one disc with two different product keys for the same disc!! People at roxio's customer service just left it for me to try and straighten out. When you try to call tech support, the number has been disconnected!! Is this typical of roxio to treat a customer in this shabby manner?

 

Hi semprefi,

 

I believe there is a misunderstanding of the package you should receive. There is only one disc in Toast 10 Pro package. On the disc, you will find the installation folder of Toast 10 Titanium and a Pro Applications folder. In the Pro Applications folder, you will find the installer for the bundled software as well as the installer of Toast 10 Titanium HD/BD Plugin. All the software advertised for Toast 10 Pro is in that one disc and there is no second disc required. Please confirm that you are missing the folders on your disc. I'll certainly investigate further if that's the case.

 

Also, I have verified the download for Toast 10.0.2 update and was able to complete the download. Can you provide the name of the file you downloaded and the size of the file?

 

Thanks

 

Ivan

[ComPH]

Hi semprefi,

 

I believe there is a misunderstanding of the package you should receive. There is only one disc in Toast 10 Pro package. On the disc, you will find the installation folder of Toast 10 Titanium and a Pro Applications folder. In the Pro Applications folder, you will find the installer for the bundled software as well as the installer of Toast 10 Titanium HD/BD Plugin. All the software advertised for Toast 10 Pro is in that one disc and there is no second disc required. Please confirm that you are missing the folders on your disc. I'll certainly investigate further if that's the case.

 

Also, I have verified the download for Toast 10.0.2 update and was able to complete the download. Can you provide the name of the file you downloaded and the size of the file?

 

Thanks

 

Ivan

In another thread nearby: http://forums.support.roxio.com/index.php?showtopic=51759, there appear to be two discs in the Toast 10 pro box. Is there an explanation for that?

 

[sknis]

In another thread nearby: http://forums.support.roxio.com/index.php?showtopic=51759, there appear to be two discs in the Toast 10 pro box. Is there an explanation for that?

 

Have you gone into Toast and activated the Blu-ray feature. This threw me for awhile. It is not activated by default. Go into Toast then preferences and under the general tab, select "Show Blu-ray..." The Blu-ray options will show up under the main video tab.

 

By the way, did you install the Blu-ray option in the first place? (double click on it) in the installer.

 

I'm a newbie wehn it comes to MAC so it was a challenge.

[ComPH]

Have you gone into Toast and activated the Blu-ray feature. This threw me for awhile. It is not activated by default. Go into Toast then preferences and under the general tab, select "Show Blu-ray..." The Blu-ray options will show up under the main video tab.

 

By the way, did you install the Blu-ray option in the first place? (double click on it) in the installer.

 

I'm a newbie wehn it comes to MAC so it was a challenge.

I am sorry, but I don't see how it addressed the original question?