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Help Needed..customer Service.. Is This Normal?


bms204
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Hello, I purchased the Easy VHS to DVD 3 a few days ago and installed it on my computer. It installed easily but when I clicked on the capture button the video becomes jumpy and records the video and sound that way throughout the entire time. I contacted customer service and was told someone would contact me within a day. A few hours later I received an email that asked me to send in my DXdiag. I did what was asked and and have NOT heard back from them. I have resent the email along with a short message asking if the earlier email was received but have not gotten a response from the company. I even went online to this website and sent another message through the contact link where I can check on the status of my claim.

 

I hate to be impatient but it has been 2 days since I contacted the company. I purchased the software for a very time sensitive issue. My father is in the last days of his life and I have been asked to compile multiple family videos and photos into a CD that can be played at his service. As I am sure you can imagine this is extremely difficult to begin with and I am now fearful that there is no support coming for this product. I really need product support. Is this typical service? If so is there any other product out there that transfers hi8 to a computer? Thank you, BMS204

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The DXdiag file lets one see your PC specs. The poor jumpy capture is linked usually to a under powered PC.

 

Would you zip the DXdiag file and post it here?

 

A how to do that link here, http://forums.support.roxio.com/topic/81985-identifying-your-computer-specs-and-computer-drivers-windows/

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Sorry to hear about your father's illness.

 

Did you search your spam filters for the reply? What does your case status say -- you said you looked at it.

 

Yes, there is other software. We cannot suggest other manufacturer's software on this site. The other Roxio or Corel software or other products may give you the same problems if your computer is not up to the task. That is why we need the information on your computer.

Edited by sknis
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