Attention Cyberlink Moderators: Complaint Filed With BBB

Thank you for using the Better Business Bureau's Online Complaint System.
Your complaint has been assigned case # 570xxxxx.
Correspondence regarding this complaint will be emailed to : xxxxxx
Please print a copy of this for your records.

Filed on : February 6 2007

Filed against :
Cyberlink USA
46750 Fremont Blvd Suite 200
Fremont CA 94538

Complaint Description:
Cyberlink is selling software that is said to be able to play HD-DVD / Blu-Ray DVD's on your PC should your PC meet their requirments. Many people are buying this software after being told their PC/Hardware was in compliance and it still doesn't work. If you Google: Error 0103, you'll see the problem that people are having. They have only a pay support phone line, all their other phone numbers are disconnected or on an answering machine. I have filed complaints online with their "support options" and received no replies. I have posted messages on their online message board and there are a lot of others with my same problem. What's worse is that there is no communication from the company even from their own website. I want a refund for the software but they're simply ignoring everyone while continuing to take orders for software that doesn't work like they're advertising.

Your Desired Resolution:
Full refund for what I paid. $99.95

This case will be reviewed by a complaint specialist at the Better Business Bureau, and then forwarded to the business for their response. It is our policy to allow the business 10 working days to respond to your complaint. You will be notified when the business has responded.

I will be filing a complaint with the BBB today as well. You beat me to it.

Will post details when complete.

You definately should, everyone should. This is an outrage and they're not even trying to fix the problem and there is no communication from them.

Very frustrating - I have spent best part of a week trying to get this to work and to get answers from Cyberlink. Spent an hour on the phone with Sony today without success. Any suggestions for other software to try or should I just return my Sony BWU-100U to them?

Paul, I would file a complaint as we did. We have more of a change working together than on our own trying to get resolution.

Thank you for using the Better Business Bureau's Online Complaint System.
Your complaint has been assigned case # 5709****.
Correspondence regarding this complaint will be emailed to : ********
Please print a copy of this for your records.

Filed on : February 7 2007

Filed by :
*****
*****

Filed against :
Cyberlink USA
46750 Fremont Blvd Suite 200
Fremont CA 94538

Complaint Description:
Cyberlink is selling software that is said to be able to play HD-DVD / Blu-Ray DVD's on your PC should your PC meet their requirments. Many people are buying this software after being told their PC/Hardware was in compliance and it still doesn't work. If you Google: Error 0103, you'll see the problem that people are having. They have only a pay support phone line, all their other phone numbers are disconnected or on an answering machine. I have filed complaints online with their "support options" and received no replies. I have posted messages on their online message board and there are a lot of others with my same problem. What's worse is that there is no communication from the company even from their own website. I want a refund for the software but they're simply ignoring everyone while continuing to take orders for software that doesn't work like they're advertising. Please See URL- http://forum.cyberlink.com/forum/posts/list/743.page

Your Desired Resolution:
Release a fix for the problem as promised, or refund money and change the information on their web site to reflect the true functionality of the product.

This case will be reviewed by a complaint specialist at the Better Business Bureau, and then forwarded to the business for their response. It is our policy to allow the business 10 working days to respond to your complaint. You will be notified when the business has responded.

I note that there is no longer a link to the forums on the Cyberlink we site.

My main complaint is that the BDAV slide show files from the Cyberlink software will not play on Sony Blu Ray players or the PlayStation 3 - my business is trying to sell HD slide shows on disk to customers with large HDTV's. Sony says that BE recordable disks are not compatible with their Blu-Ray players - so why sell the Blu-Ray burner without making that clear, and why deliver it with Cyberlink software that has endless bugs? The PP v3.7 delivered with the burner won't even make HD slide shows - you have to upgrade (pay more) to V4.0 to get the BD compatible version, then it won't allow use of menu templates or select an opening image for a slide show. It would be great if there is some other software that would work with the burner which seems to be OK.

why not go the full nine and file a complaint against Microsoft, Sony, Toshiba, Panasonic, NEC, Warner Bros., Universal, Blu-Ray Association, HD DVD association and the MPAA, etc? Don't forget Napster, as I'm sure they also have a role in this...

I'm sure with everything technology there is a "rock 'n' roll swindle" somewhere in the making.

It seems to me most of the users with problems have hdmi connections?

In that case the lawsuit should be sent against hdmi/hdcp companies and the movie industry behind it.

Myself I have a LG42" DVI/HDCP (M4200C) connected to a x1900GT with HDCP under vista. And i have no problems. I didnt want HDMI. I paid extra and got myself a huge monitor (not tv) with DVI.

And i use HD-DVD drive (xbox 360) who is supported under vista with automatic driver download when you plug it in. Microsoft pushes HD-DVD not bluray .

The thing about dvi to hdmi and stuff is that all HDMI dosent support it. I think its like HDMI 1.0 and 1.1 dosent and so on (not 100% which it is). Get HDMI 1.3 to be sure?

Anyway im 100% sure a lot of this problems has to do with HDMI and/or HDCP.

This isn't the only problem with the software. We can speculate all we want about why this paticular problem is happening. Cyberlink is the one who develops, tests, sells and "supports" this software.

I haven't seen one post from anyone in the cyberlink support department anywhere on this forum.

Here is an idea. Im not gonna suggest you do this since it might be illegal.
I havent done this myself either since i dont have a problem.

But im pretty sure if those with the problem took a trip to www.doom9.net, got a copy of the backup bluray/backup hd-dvd software on their forum. Ripped the movie to the harddrive, and then tried to play it from the disk in powerdvd ultra would solve their problem?

That would make the file play without hdcp or any other copy right resource hogging/problem causing crap!

Got damn entertainment industri making it hard for people to watch stuff they have paid for. Its insane!

Thanks Magnus, I might "not" try that. Another note: I have tried a video card with HDMI out (no converter) and it doesen't seem to make a difference.

Hi everyone,

I'm a Moderator on the Forum ... actually the only "Moderator" until today and I mainly look out for PowerDirector stuff. I have excellent contacts within CyberLink and refer any posting or concern that comes to my attention.

Please note the heading on the forum:
This is a forum for CyberLink members to discuss and share their users' experience. CyberLink customer support will not reply in the forum regarding the technical issues. Topics or replies with attacking or illegal messages will be deleted by the forum management directly.

Yesterday I saw the posting on DailyTech which sort of got me to look at this posting.... not an area I usually look at.

CyberLink have issued a posting today which may interest you all:
http://forum.cyberlink.com/forum/posts/list/928.page

If any of you had PM'd me or made contact I would have highlighted your concerns to CyberLink. I contacted CyberLink immediately... they were not aware of the posting.

IF any of you wish to contact the Administration or a Moderator of a Forum you should look at the bottom of the page of the Forum you're exploring and see links to Administration or to the Moderator

CyberLink do offer excellent Technical Support.

Dafydd

I checked the link to the post you talked about and get this:

"Oooops. You don't have sufficient privileges to access this topic "

I find it hard to believe that cyberlink had no idea any of this was going on, especially since the link to the forum on their home page is now missing....

I hope they get it together soon...

Chris wrote:

I checked the link to the post you talked about and get this:
"Oooops. You don't have sufficient privileges to access this topic "
I find it hard to believe that cyberlink had no idea any of this was going on, especially since the link to the forum on their home page is now missing....
I hope they get it together soon...

Hi Chris,
I could only access the info after logging in... it happens on a new forum set up. I've already advised CL of the situation.

I'm not aware of the forum link being moved... thanks for letting me know.

I do not know when, what or if..... I'm not CyberLink.

Dafydd