Nonexistent Customer Support For Order Errors

[sauerbry]

Bought Creator NXT Pro on Dec 21st, which was packaged with several other programs and Promo Code to download a music album from SmartSound. The email had the product codes for the software and the album promo code at SmartSound. All the software loaded successfully. Smartsound said the promo code was invalid. I emailed "Customer Support" which was really Digital River. The response asked for the pricing information. I sent that back. The response said they could not honor the price. I said explained that I needed help with the promo code. The response said contact technical support and enclosed 3 links--two of the links were nonworking. I called "Customer Support" and talked to Myra--she said I must contact technical support--and emailed the same links. I called and said that the only technical support from the website requires you to purchase it. So she gave me the phone number to technical support (877) 582-6735, extension 2. First off, that is the 800 number from the website. Second, when directs you to enter your comments on online at www.roxio.com/support, and says "Goodbye." I tried www.roxio.com/support...there is no place to enter a request or email. There is just FAQs, the phone number to Digital River Customer Support, and a link to "Technical Support." You enter your product info on the Technical Support link and you end up at Self Help, Paid Support, and Feedback. I finally went back and called (877) 582-6735 and talked to a person in Sales. He said he would have his Manager contact me after he gets out of a meeting. I have used Roxio products for several decades. It really looks like they have lost sight of customer support and customers. And are very close to losing both a sale and long-term customer. Roxio senior management needs to experience what a fiasco it is to get help with a simple order question.

[sknis]

Perhaps you are unaware that Corel has purchased both Roxio and Pinnacle so there is a lot of restructuring going on. Having said that, you are not the only one that is frustrated.

 

A suggestion, post (most) of the above on the Roxio Support facebook page. There is someone from Roxio/Corel who seems to be assigned to reading the facebook page. You may get faster response from there then here. Remember that we are users and have no real connection with Roxio/Corel.

[sauerbry]

Thanks, and a good idea. I will do that. I was dumbfounded and frustrated that, repeatedly, that the real issue was not read, the responses cookiecutter text, I was misdirected to technical support, the links broken, there was no place to enter a question online, nor was there a phone number anywhere to contact Roxio/Corel Customer Support or Technical Support to handle an order issue. Unless you wanted to pay $19, each time. And that manager that was supposed to contact me: no call, no email. It does not matter how great your software is, if you chase away your customers, you will not be in business. I can see the grins on the faces of the folks at Nero...I am sure they are enjoying all the support they are getting from Corel/Roxio.

[Jim_Hardin]

This is a User Forum so your sage advice is pretty well wasted here as no one for Roxio is ever going to see it

 

I am sorry it happened to you that way, 99.9% never have that kind of problem.

 

Nero is so far down the list of sales I haven't even heard that threat mentioned in many years

[sauerbry]

Jim, thanks. I took Sknis' advice and posted the comments on Facebook/Roxio.

[Jim_Hardin]

Great!

 

We are experienced users here, so if you need any help with the programs, don't hesitate to drop by

[AnonymousUser90]

Hi sauerbry,

 

You need to contact smartsound. They are not a part of Roxio/Corel.

 

You can reach them by visiting http://www.smartsound.com/support/

 

Validation issues are not generally a 3rd party issue. Roxio is 3rd party, as they have an agreement with smartsound to include their software.

 

I hope this helps.

 

As for contacting Roxio support. As of this writing, there is none unless you pay for it - which is not fair, as you already paid for the product.

 

A.

[lmccarth]

My experience is similar to the rest. Corel looks like they are out to destroy a perfectly good product in order to sell theirs. Creator NXT 2 does not work for Win 8.1 for more than a few times before I have to reload. They sucked me into buying 12 when 11 was working perfectly. As far as I am concerned this is fraudulent. They do NOT even send a support key after registering so you just go around in circles.

[Jim_Hardin]

My experience is similar to the rest. Corel looks like they are out to destroy a perfectly good product in order to sell theirs. Creator NXT 2 does not work for Win 8.1 for more than a few times before I have to reload. They sucked me into buying 12 when 11 was working perfectly. As far as I am concerned this is fraudulent. They do NOT even send a support key after registering so you just go around in circles.

 

No it works fine in Win 8.1...

 

Your trouble sounds like an over zealous AV or Reg Cleaner.