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Subject:What the heck is going on?
Posted by: sergiob
Date:5/12/2005 7:43:18 AM

I posted a message in My Support Account over two weeks ago and have gotten no response (except the canned Message Acknowledgement).
What the heck is going on with Sony tech support?

Subject:RE: What the heck is going on?
Reply by: sergiob
Date:5/17/2005 8:40:56 AM

Does Sony support really exist?

Subject:RE: What the heck is going on?
Reply by: Iacobus
Date:5/17/2005 9:59:26 AM

Have you tried to update your question in your support account (if you haven't done so already)?

Iacobus
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Subject:RE: What the heck is going on?
Reply by: sergiob
Date:5/17/2005 11:55:49 AM

I've updated three times. Once a week.

Subject:RE: What the heck is going on?
Reply by: drbam
Date:5/17/2005 2:14:06 PM

"I've updated three times. Once a week."

I never even got an automated response to my inquiry about a further reduced price on Vegas 6 due to the metronome bug not getting fixed in Vegas 5. I think they would rather we just go away.

drbam

Subject:RE: What the heck is going on?
Reply by: ForumAdmin
Date:5/17/2005 2:41:09 PM

We are behind at the moment due to the back-to-back Sound Forge and Vegas launches. Rest assured, we answer every single request that comes in - it's just taking longer than normal right now. We do still have the 60 days of free telephone support that come with the pro products. You can activate that by calling our Customer Service department at 800-577-6642 and they will then get you over to Technical Support.

For emergency help I would definitely recommend using the free phone support. If you have already submitted an incident through the online form and then call in, please let the phone rep know that you did so. That way we can close out the request and not double up on answering your question.

To answer the question from the three incidents you submitted - the Find feature is currently broken, and will be fixed in the 8.0a update. In the future you might want to use the forum Search, as this issue has been discussed here quite a bit.

Subject:RE: What the heck is going on?
Reply by: ForumAdmin
Date:5/17/2005 3:18:56 PM

drbam, I'm sorry to say this, but we show no record of you ever requesting anything from us with regards to the issue you have with the metronome in version 5.0, either via our support form or over the phone, other than through your incident ending in 000011. Log into your "my support account" to see that incident, which was created and replied to in 2004. We responded but you didn't reply. Please contact us directly via phone at 1-800-577-6642 and explain your situation and we'll work with you on this, as we always do for our customers.

Yes, we admit it, we're behind on email support today due to heavy promotion demand, but we're quickly catching up. Emergency phone support is always available during our operating hours to any domestic customer, as acknowledged on any incident that is created through our support form. International customers can contact their local Media Software vendor for support as well.

Everyone, please do not bash the Support team in the forums as we are not in this business to make you "just go away", but the opposite. We are very dedicated, hard working people who care not only about Sony Media Software, but also very much about the users of Sony Media Software products. We will do whatever we can to ensure the quality of your experience with our software applications - honest.

This thread is now locked, as its topic has reached conclusion.

Message last edited on5/17/2005 3:20:05 PM byForumAdmin.

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