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Poor Customer Service


JD Video
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I contacted Tech support by phone for DVDit Pro HD concerning a very slow response from the program and utimate error message "DVDit has encountered a problem and needs to close." After 2 weeks of phone conversations, emails sent of problem, sending them all the information they requested about my system and nothing working, I realize they really don't know what they are doing or don't care. My case even got sent to the escalation department and I followed all their instructions to the letter.

 

Yesterday after talking and being put on hold for 45 minutes,I got disconnected so emailed them immediately to return my call.

 

Then I stumbeled on a solution to that problem. It was a simple solution you would think a tech "expert" should know. I simply right clicked on the app icon and clicked on properties then on the "compatability" tab. It was set for Windows 95. So I changed it to the latest version of windows that was on that menu, Windows 2000.

 

Now that took care of the error message and slow response of the system. But now I can't import quicktime media into it without an error message stating that it recognized that it is a quicktime file but can't load it because I need the latest version of QT. It IS the latest version but just to be sure I uninstalled it and reinstalled the latest without any luck.

 

So I called tech support this morning and told them all this. I told them I solved the old problem and now have a new issue. The technician said to un-install both QT and DVDit Pro HD and re-install them. An email would be sent describing the process (I know the process but was waiting to see if there were any other tricks they had in mind). I waited and waited and here's the response I got:

 

"Thank you for contacting Roxio Customer Care.

 

After reviewing your notes, I understand that the error message 'DVDit Pro HD has encountered a problem and needs to close..' is still not resolved and you got disconnected on phone support.

 

Unfortunately, we are not able to offer a callback, nor are we able to view your system information from our side. We apologize that this is less than ideal."

 

The notes don't even mention the conversation I just had with them.

 

Customer support? I have clients that are waiting for their DVDs. What must they be thinging about my customer service???

 

BTW I did uninstall and reinstall both programs without luck.

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why do you have compatibility mode ticked? it should be unticked

 

what is your OS?

 

btw, quicktime is the world's worst format to use as source files, how were they made? on a mac? on windows?

 

OS is xp pro sp3. When I examened properties I just happened to notice the Compatability tab and noticed that it said Windows 95 so I decided to change it to see what the results were.

 

BTW - still unsolved and working on the issue with tech support. The workaround that I thought I discovered didn't really work. Hopefully someone there will know something.

 

PS: I just unchecked the compatability box and so far things seem to be working. I'm keeping my fingers crossed. If this proves to be the solution thanks loads for your input. Why don't the "experts" in tech support know about this?

Edited by JD Video
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OS is xp pro sp3. When I examened properties I just happened to notice the Compatability tab and noticed that it said Windows 95 so I decided to change it to see what the results were.

 

BTW - still unsolved and working on the issue with tech support. The workaround that I thought I discovered didn't really work. Hopefully someone there will know something.

 

PS: I just unchecked the compatability box and so far things seem to be working. I'm keeping my fingers crossed. If this proves to be the solution thanks loads for your input. Why don't the "experts" in tech support know about this?

 

There are actually no differences after working with it a while. But I did notice that when I start a project this doesn't occur until I try to set a botton image. If I just use the text type menu things seem to be OK. We'll see.

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Hi,

I've used DVDit from the SE 1.1.. version up to HD Pro and in my experience with the program if you start getting errors constantly you need to completely remove the software from the system including going into regedit. The tech support people should be able to tell you what folders the software is stored under. After you do this defrag the system, scandisc the drive, reboot the system and completely reinstall Pro.

 

AND don't try to reopen the program after errors occur; ALWAYS reboot the machine and start the project from scratch everytime.

 

Hope this helps

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