so where is support these days
Sep 21, 2020 12:13:46 #
brian43053
Loc: Buffalo, NY
Awhile ago I posted about having issues with my Roxio Toast 18 software. I got some advice from some people here but none of it worked. The support system from Roxio (Corel) was absolutely terrible. I was being sent one email per day to try one thing - not a list of different things to try but one thing per day. Needless to say none of this worked so Corel finally admitted to having one of their techs go into my MacBook remotely and fix it. It took about 2 hours for him to fix the issue but it's finally done. Has anyone else had software issues with Corel or any other program? Is the standard operating procedure? It took 15 days from my initial contract with them before the problem was resolved - that's C-R-A-Z-Y!! if you ask me.
Sep 21, 2020 13:05:16 #
brian43053 wrote:
Awhile ago I posted about having issues with my Ro... (show quote)
Apparently they are social distancing -
Sep 21, 2020 13:11:01 #
When it comes to software issues, I usually look for solutions by a thorough internet search. Sometimes it takes a few days until I find the exact information I'm looking for. But by doing so, I learn a lot in the process. When you call customer support, generally you are not immediately in contact with an expert, but a less experienced person who simply goes through a checklist. Software companies are more focused on selling products, not fixing problems.
Sep 21, 2020 13:41:28 #
It's not true of all companies today. I have been using Apple and Adobe products for many, many years, and have always found their support to be very good.
Sep 21, 2020 15:40:28 #
They spend 2 hours fixing a problem on your computer and you’re complaining about the support? I guess in your world the world revolves around you.
Sep 21, 2020 19:32:12 #
brian43053 wrote:
Awhile ago I posted about having issues with my Ro... (show quote)
Unless it is Adobe or Skylum, I never bother with tech support. Go over to https://www.roxio.com/en/usergroups/ and create an account. You'll find a lot of users probably having the same issue as you that can assist.
Sep 22, 2020 07:51:38 #
Additionally, the try one thing per email simplifies the solution process. It was a "most likely caused by" to "least likely caused by" attempt to solve your issue. That way they can control the order of step taken in resolving the issue.
--Bob
JD750 wrote:
They spend 2 hours fixing a problem on your computer and you’re complaining about the support? I guess in your world the world revolves around you.
Sep 22, 2020 08:45:30 #
billnikon
Loc: Pennsylvania/Ohio/Florida/Maui/Oregon/Vermont
brian43053 wrote:
Awhile ago I posted about having issues with my Ro... (show quote)
Is your system working now? Did they fix it? If the answer is yes to both of these then put your big boy pants on and MOVE ON.
Sep 22, 2020 09:49:34 #
Sep 22, 2020 10:01:24 #
DonB
Loc: Port Royal , Tn
JD750 wrote:
They spend 2 hours fixing a problem on your computer and you’re complaining about the support? I guess in your world the world revolves around you.
I guess you missed the two weeks of one email a day, that's more like 14 days and two hours in my old school math!
Sep 22, 2020 10:15:35 #
Had a problem with Adobe a few months ago. Adobe did an update and wouldn't open after the update was installed. Kept getting a .dll error. Tried a restore point from a month earlier and it didn't fix the problem. Support wanted a remote connect to my system to rewrite the system registry. Programming couldn't understand the error since they were dual boot os. Said no to all suggestions and looked for the the dll online. Found it . Copied it into the system and everything worked. Sometimes I really wonder about third world tech support.
Sep 22, 2020 11:19:06 #
DonB wrote:
I guess you missed the two weeks of one email a day, that's more like 14 days and two hours in my old school math!
No I didn’t miss it. See rmalarz’s comment above for why that makes sense.
Your problem is fixed, and yet rather than being grateful, you are complaining like a spoiled child.
Read billnikon’s comment above. I second that suggestion.
Sep 22, 2020 11:51:44 #
DanCSF
Loc: SA Bay Area CA
Just a quick note about software support...until everyone has the exact same computer, with the same software and versions, IT support will always be dicey....Believe it or not, not all computers are the same, add the user component and all bets are off...I know I work as IT support in a fed agency.....
Sep 22, 2020 12:01:24 #
photoam
Loc: Fergus Falls, MN
Apple tech support is excellent. Occasionally I get bounced up to the next levels of expert, and they often have to command my computer from afar. Most of their support staff are in the southern 1/3 of the US. Occasionally they can’t help me. Out of hundreds of calls I have run into one rude guy. But in general Apple support is excellent and I appreciate them a bunch.
Sep 22, 2020 12:01:50 #
photoam
Loc: Fergus Falls, MN
Apple tech support is excellent. Occasionally I get bounced up to the next levels of expert, and they often have to command my computer from afar. Most of their support staff are in the southern 1/3 of the US. Occasionally they can’t help me. Out of hundreds of calls I have run into one rude guy. But in general Apple support is excellent and I appreciate them a bunch.
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