THE LACK OF SUPPORT FOR YOUR PRODUCTS

[Kingnick]

The lack of support for Roxio 2009 product. IT'S UNACCEPTABLE. I have been jacking with the program for days. I have cleaned my registery, I have prepared my system with a clean install. I have ran the fixes. You can't even uninstall this thing. You have to use special software to remove it from the registery and risk damage to your system!

 

I have gone back to my Roxio 6 BECAUSE IT WORKED. Version 7 is too slow. And I looked and you have removed the update files for version 6. ONCE AGAIN SHOWING A LACK OF SUPPORT FOR YOU PAST PRODUCTS only to push this new product that won't even install correctly. I'm not new to Roxio. I have bought versons 4,5,6 & 7 Well, I knew you would do this........I saw it coming and have all of the updates SAVED ON MY COMPUTER.

 

I have decided to register an anti Roxio website in protest of not getting my money back and way you reward customer loyality. My hope is to wake someone up at your company. Maybe then we can get the support we expect for our $119 software.

 

I have trouble also paying to tech support for what is a piece of faulty software. The reviews at Amazon.com so that over 50% have given this product a 1 star rating. THAT SHOULD TELL YOU GUYS SOMETHING.

 

Anyone feel the same way I do? Take it back to the store and demand your money back while you still can.

 

Since I live 100 miles away I wasn't able to do so.

 

 

[Kingnick]

It's okay to be angry, but the folks in these forums, have tried to help. You need to contact Roxio. If you don't want to do that, see if you can get your money back, but quit pissing and moaning here.

 

 

Hey, I have a right to *^$$ AND MOAN. I can't return my software, can't figure out from the forms why it won't install and Roxio is not going to offer free help to support their software that I bought in good faith.

 

What I don't understand is why you guys are hanging out on the Roxio forum if you don't work for the company. I mean what perks are in it for you other than the fact you get the pleasure of telling me to shut up.

 

You didn't loose your $119 did you? When you email Roxio with exact questions they give a canned reply and send me here to the forums so you guys can tell me to reinstall it all over again or that something must be wrong with my new computer.

 

The computer store downtown said they are having a lot of problems with Roxio not installing. It's not just me.

You guys just got lucky I suppose but I just installed my old version of version 6 in less than 3 minutes and I'm up and running with that at the moment. Why then won't the newer software load? It was a freash wipe and reload of my hard drive.

 

We are going in circles and I really wanted this software. Like I said before. I'm a Roxio fan but this is the worst support ever. I should be able to pick up the phone for the first 30 days and say hey why is it doing this? I don't even care if I have to talk to someone in India...........

 

This is the pits.

[sknis]

I tried to help but you refused to answer my question about your computer and you did not attempt to try my suggestion about a possible solution. You were also told that Roxio would probably not charge you for help on the initial install.

 

Since it seems that you really didn't want any help, this rant is closed. We'll charge it up to too much of the west Texas sun. I'm sure any additional rants like this from you will find the waste bin quickly,

[Beerman]

You've never come here for help. Why not spell out what problems you are having and your computer specs and maybe someone here can help you. This is a user forums so it's possible someone else has had similar problems to yours and can offer you a solution.

[REDWAGON]

"My hope is to wake someone up at your company"

 

Not sure exactly who you are speaking to with this comment, as "we" are just users of the product like yourself. Once in a great while someone actually from Sonic/Roxio might read these posts, so you need to talk to Roxio not "US" We are here to help as best we can others that are having problems. I can only suggest that if you followed all of the "clean Install" instructions for installing C2009, it would have installed fine.

 

My guess is that there are some other programs or hardware that could possibly be causing your problem. And for every one of the 50% at Amazon that are a "one star" user, there are 100 or more that will give it a top rating. Give the forum some explicit information about your installation proceedure, other programs you are running, hardware, etc. and there just possibly could be something or someone that can help with your installation problems.

 

 

 

 

[Jim_Hardin]

You've never come here for help. Why not spell out what problems you are having and your computer specs and maybe someone here can help you. This is a user forums so it's possible someone else has had similar problems to yours and can offer you a solution.

It’s too far to drive

 

You can also call Roxio and you will pay nothing for help with an initial install problem.

 

But we are not Roxio and just fellow users like yourself, so your rants are wasted here.

 

[Big_Dave]

Do you call your utility company and tell them what wonderful service you are getting? Probably not! Roxio has over 30,000 customers and yes some will have problems. The Creator 2009 software package is complex and user's systems vary greatly with hardware and software. People do come to this forum when they are having problems and then ask for help and suggestions. We are users just like you and try to help others. Please tell us your; systems hardware specifications, OS and maintenance level and the specific error or problem that you are having with C2009.

 

Software manufacturing lines continue to box up software during the product run. Different revisions will get boxed, each with different and hopefully better results for the users. The earlier revisions do not get pulled from the self and then buying those earlier revisions will often have more problems. Much is the same with MS and the operating systems. You don't see MS pulling the earlier releases in favor of a newer one with a service back on it. When the self is exhausted then the new one will be supplied. Buying directly from Roxio should get you the latest revision.

[Kingnick]

You've never come here for help. Why not spell out what problems you are having and your computer specs and maybe someone here can help you. This is a user forums so it's possible someone else has had similar problems to yours and can offer you a solution.

 

Of course I came here. after submitting 3 trouble tickets I was told you use the blog for support. And that his how I got the information on how to do a clean install and remove the files from my registry using one of tools from the windows web site. I have read more than I even care to read trying to get a program that well.....should work right out of the box. And I don't understand this because my computer is a fresh wipe and reload with none of the old Roxio files I use to have. Clearly something isn't right with the software to give so many people problems. 50% complaint rate on Amazon.com? A 50/50 chance it will load are not good odds.

 

I'm not sure what else to try here but it's been very trying as I been at this for hours.

 

I get to the point to where it says it can't install the EMC 10 and rolls me back. I have tried the fix and it doesn't install so I did a clean wipe of the software using the instructions that show how to use the windows tools to remove everything from the registery and then I did everything it said for a clean install and after 6 attempts I'm convienced it's bad software.

[sknis]

Of course I came here. after submitting 3 trouble tickets I was told you use the blog for support. And that his how I got the information on how to do a clean install and remove the files from my registry using one of tools from the windows web site. I have read more than I even care to read trying to get a program that well.....should work right out of the box. And I don't understand this because my computer is a fresh wipe and reload with none of the old Roxio files I use to have. Clearly something isn't right with the software to give so many people problems. 50% complaint rate on Amazon.com? A 50/50 chance it will load are not good odds.

 

I'm not sure what else to try here but it's been very trying as I been at this for hours.

 

I get to the point to where it says it can't install the EMC 10 and rolls me back. I have tried the fix and it doesn't install so I did a clean wipe of the software using the instructions that show how to use the windows tools to remove everything from the registery and then I did everything it said for a clean install and after 6 attempts I'm convienced it's bad software.

 

Computer specs PLEASE.

 

You said that you get this message "I get to the point to where it says it can't install the EMC 10 and rolls me back". Is that the message you are really getting?

 

Could it be a message about "you must install....". If so, try this.

[Kingnick]

"My hope is to wake someone up at your company"

 

Not sure exactly who you are speaking to with this comment, as "we" are just users of the product like yourself. Once in a great while someone actually from Sonic/Roxio might read these posts, so you need to talk to Roxio not "US" We are here to help as best we can others that are having problems. I can only suggest that if you followed all of the "clean Install" instructions for installing C2009, it would have installed fine.

 

My guess is that there are some other programs or hardware that could possibly be causing your problem. And for every one of the 50% at Amazon that are a "one star" user, there are 100 or more that will give it a top rating. Give the forum some explicit information about your installation proceedure, other programs you are running, hardware, etc. and there just possibly could be something or someone that can help with your installation problems.

 

I'm speaking to anyone willing the listen. Especially new people who bought the program that are having as much fun trying to install this buggy program as I'm having. Perhaps if they read what I wrote they will return the product and maybe ......just maybe we will get the kind of tech support we were suppose to have instead of phone support at $2 a minute. That's not support. That's a joke.

 

I have a new computer with a fresh reinstall....of XP Pro so I don't see that I have a hardware or software problem. So, I just now installed Verson 6 and it worked the 1st time. I just wanted to see if the old program worked and it does. To me that proves the program is buggy.

 

As far as your comment about Amazon that for every one star there are 100 or more that give it 5 stars, does that include the people like me that just got fed up and returned it to the store? I bet they are not in there. Out of the 118 reviews only 28 gave it 5 stars....... 58 gave it a one star and the others were less than 5 stars so they were 100% happy with it for some reason. But I digress. This isn't support this is setting up a blog so that the users can do their work for them. Clearly a company that doesn't care anything about the loyalty of their customer base. After 3 support tickets I still don't have it going. My time is valuable and I have perhaps 6 hours in trying to install this.........that's enough reading, uninstalling and reinstalling and reboots to last me a lifetime.

 

Roxio needs to support us.........that's my beef and it's here for everyone to read and that's the point I want to make. Where else better to post it than here? Roxio hasn't repsonded to my 3 emails so it's time the public reads the rants so they can quickly decide hey I'm taking it back too. I know a great deal about computers but this program is kicking my butt.

 

It’s too far to drive

 

You can also call Roxio and you will pay nothing for help with an initial install problem.

 

But we are not Roxio and just fellow users like yourself, so your rants are wasted here.

 

 

WRONG

 

Roxio provides a premium telephone support option at a rate of $1.89 per minute (US).

 

We accept Visa, Master Card, American Express, or Discover. Before speaking with a technician, your card will be authorized initially for up to 15 minutes of service in the amount of $28.35. You will only be charged for the time you are speaking with an agent. No charges will be made until you reach a technician. Please note that the use of this premium service does not guarantee resolution of the issue.

 

To initiate a premium technical support call, toll-free, 1-866-434-9871

 

[REDWAGON]

Did you try the link that sknis posted for you ??? Everyone is trying to help you but I guess all you seem to be doing is continuing to rant !!

 

Frank...

[grandpabruce]

I'm speaking to anyone willing the listen. Especially new people who bought the program that are having as much fun trying to install this buggy program as I'm having. Perhaps if they read what I wrote they will return the product and maybe ......just maybe we will get the kind of tech support we were suppose to have instead of phone support at $2 a minute. That's not support. That's a joke.

 

I have a new computer with a fresh reinstall....of XP Pro so I don't see that I have a hardware or software problem. So, I just now installed Verson 6 and it worked the 1st time. I just wanted to see if the old program worked and it does. To me that proves the program is buggy.

 

As far as your comment about Amazon that for every one star there are 100 or more that give it 5 stars, does that include the people like me that just got fed up and returned it to the store? I bet they are not in there. Out of the 118 reviews only 28 gave it 5 stars....... 58 gave it a one star and the others were less than 5 stars so they were 100% happy with it for some reason. But I digress. This isn't support this is setting up a blog so that the users can do their work for them. Clearly a company that doesn't care anything about the loyalty of their customer base. After 3 support tickets I still don't have it going. My time is valuable and I have perhaps 6 hours in trying to install this.........that's enough reading, uninstalling and reinstalling and reboots to last me a lifetime.

 

Roxio needs to support us.........that's my beef and it's here for everyone to read and that's the point I want to make. Where else better to post it than here? Roxio hasn't repsonded to my 3 emails so it's time the public reads the rants so they can quickly decide hey I'm taking it back too. I know a great deal about computers but this program is kicking my butt.

 

 

 

 

WRONG

 

Roxio provides a premium telephone support option at a rate of $1.89 per minute (US).

 

We accept Visa, Master Card, American Express, or Discover. Before speaking with a technician, your card will be authorized initially for up to 15 minutes of service in the amount of $28.35. You will only be charged for the time you are speaking with an agent. No charges will be made until you reach a technician. Please note that the use of this premium service does not guarantee resolution of the issue.

 

To initiate a premium technical support call, toll-free, 1-866-434-9871

 

It's okay to be angry, but the folks in these forums, have tried to help. You need to contact Roxio. If you don't want to do that, see if you can get your money back, but quit pissing and moaning here.