Support Black Hole?

[GraceD]

I have Roxio Creator Business Edition that was bundled with a laptop I bought a while ago. If I'm to understand from a note posted by another user, this software has been created by Roxio for use by the laptop manufacturer. So - where do I go for support? When I launch Creator, the first thing I need to do is register with Roxio. Shouldn't I be able to ask questions on Roxio's forums?

 

The software may have been created for the hardware mfg to their specification - but if it doesn't work doesn't that mean Roxio's software engineers have the responsibility?

 

Grace D

[bimicher]

I have Roxio Creator Business Edition that was bundled with a laptop I bought a while ago. If I'm to understand from a note posted by another user, this software has been created by Roxio for use by the laptop manufacturer. So - where do I go for support? When I launch Creator, the first thing I need to do is register with Roxio. Shouldn't I be able to ask questions on Roxio's forums?

 

The software may have been created for the hardware mfg to their specification - but if it doesn't work doesn't that mean Roxio's software engineers have the responsibility?

 

Grace D

 

 

Read this regarding OEM software

[sknis]

Grace, what is the problem? Perhaps we can help if it is a technical issue.

[Brendon]

The software may have been created for the hardware mfg to their specification - but if it doesn't work doesn't that mean Roxio's software engineers have the responsibility?

 

Of course you can ask questions in the forums, and the users here will do their best to help you regardless of the fact that you're using OEM software.

 

Please be aware that helping you is more difficult since you have software that most of the users here won't have, or in some cases software they avoid because of its severe limitations. The Creator Business Edition has been seen on eBay for $7, and was probably overpriced at that.

 

As far as responsibility goes, in most cases the OEM has agreed to supply ALL support for the product in return for getting the software very cheaply. In those cases the OEM has taken over all responsibility.

 

A description of OEM software and Roxio's support obligations for it can be read in KnowledgeBase article 000036GN, HERE.

[GraceD]

Grace, what is the problem? Perhaps we can help if it is a technical issue.

 

I used Creator Business Edition for the first time yesterday and I found that I couldn't add data to a disk after the first burn. I made sure that the software was set to create an appendable disk. However, when I tried to add data I got an error when attempting to Load data from the disk prior to adding more files - the software couldn't locate the drive. These are the steps I performed:

-selected files and burned them to the disk

-discovered errors in the files and corrected them

-inserted disk

-asked to confirm folder replacement

-clicked button to begin burn

-Creator began the burn sequence then prompted me to insert a blank or rewritable disc.

-read the manual

-tried again and clicked Load after inserting the disc

-received message that Creator couldn't find the drive

 

I just tried to repeat those steps today and I wasn't prompted for a blank disc this time and the revised data was appended. Also, when I first inserted the disc, before opening my saved project, I was prompted to load the data. I guess that means whatever was wrong yesterday isn't a problem today.

 

In more general terms, when I was checking the discussion forums yesterday, I was sidetracked by the fact that I had an OEM version that wasn't listed on the forum. I imagined infinite cycles of contacting Roxio for help only to be told to call the hardware manufacturer who would then send me back to Roxio who would refer me to the hardware vendor, who would... In other words, I was afraid of falling into a black hole where all my energy would be radiated to space as I spiralled down to oblivion.

 

Fortunately, everything is working now so I've avoided the spiral for the time being.

 

Thank you, everyone who replied, for reaching out.

 

Grace D

[gi7omy]

I have this very funny feeling that OEM 'support' help desks have it in their crib sheet "Tell them to contact Roxio" rather that supporting the software they contracted TO support

[Brendon]

Fortunately, everything is working now so I've avoided the spiral for the time being.

 

That's excellent news, Grace.

 

Thank you for the feedback.