I didn't wait.

I went to arcsoft and bought totalmedia theater 5. Does everything it says and more. The download is smaller and the installation a breeze.

So put your complaint on this board to warn other potential buyers.
http://www.complaintsboard.com/complaints/cyberlink-c196483.html

Ask your credit card provider for a charge back of the money from cyberlink digital river or whatever.

If they gave us a simple download of a full version with excuses for the delay and or the non sence answers, then everything was ok. But no they send you up the river with no pedal and a lot of sticky tape to fill the holes.

I never ever had such a bad experience with a software provider. And i read that they remove your account if you complain, wel lets see if they remove this mail.

Good luck 2 u all, i'm gone going to watch a 3d movie with software that works....

I just dont understand.

Well I went to the above complaint link and someone had posted a number to call. So I called them and actually spoke to a person. They didnt charge me. I expressed my concern and told them the whole problem. Numerous times. She did say that she was not technical, but she did help me. She went to speak to the technical support people about reissueing a new keycode, since the ones that I paid for were not working. LOL, this was there response.
GO ONLINE AND PURCHASE THE FULL VERSION!!!
LOL. Needless to say I was hot. I have already paid once and now you want me to just go spend another $100 to buy what I have already paid for. Yeah right. I have upgraded from 5 to 6, 6 to 7, 7 to 8, 8 to 9 and 9 to 10 and I wasnt going to purchase it again.
So she went to speak to them again and they ACTUALLY issued me new key codes for 9 and 10 to use. She is sending an email to download the software. I pray that it works this time.
A person shouldnt have to worry about whether the key code that they paid for will work if they uninstall a product. I will report back the results from this.

Well the new key codes they gave me dont work either. So I call them back and they tell me that they can only issue ONE KEY CODE. So I say, well explain to me why that ONE KEY CODE that I PAID FOR is no longer valid. So I told her you have stolen from me cause I already paid ONCE for a key code and now it is not even valid.
There are no supervisors available anymore, so I will have to call back monday when they are.
Such an easy issue that they make difficult. AMAZING!!

Quote: Well the new key codes they gave me dont work either. So I call them back and they tell me that they can only issue ONE KEY CODE. So I say, well explain to me why that ONE KEY CODE that I PAID FOR is no longer valid. So I told her you have stolen from me cause I already paid ONCE for a key code and now it is not even valid.
There are no supervisors available anymore, so I will have to call back monday when they are.
Such an easy issue that they make difficult. AMAZING!!

If they can't or won't make this work for you, consider filing an Implied Warranty of Merchanability complaint with your state's Atorney General. This kind of problem cannot be blamed on the user... since the necessary code cannot/will not be provided by the manufacturer, in this case they have sold you a product that will not work by design because the code is REQUIRED for the product to WORK! If enough people suffering from this type of shoddy and unethical business practice do the same it might get their attention and annoy them enough to make the effort worthwhile. <Smith & Wesson...the original point and click interface>

Well thanks. I will give the Supervisor an opportunity to redeem themselves on monday. If not, I will make that call!!

Quote: Well thanks. I will give the Supervisor an opportunity to redeem themselves on monday. If not, I will make that call!!

You might request that he take a look at this forum, perhaps he will get an idea of the bad rep Cyberlink is garnering in their customer service arena. <Smith & Wesson...the original point and click interface>

Well I took screenshots of this whole thread and all of my support tickets, just in case they magically disappear.

well this is just specualtion from someone else on a different forum, but it makes sense.

Maybe Cyberlink had problems with pireated software and keygen, so they shut this down and now they are having difficulty with ACTUAL customers that have paid for the keys, but are not willing to help. It makes sense why my keycode will not work and they are not willing to assign a new code.

If this is true then that is sad.

I dont understand why MichaelCyberlink has not helped me? Is there not anything you can do for me to get my software running?

Hi,

sorry - but I can not grant you a new CD-Key, there are some procedures that are established for such cases.

I have escalted your issue - so there will be an solution for your case soon!

Br
Michael Technical Support

Werde Facebook Fan

Quote: Hi,

sorry - but I can not grant you a new CD-Key, there are some procedures that are established for such cases.

I have escalted your issue - so there will be an solution for your case soon!

Br
Michael

Well I hope that the solution is one that works! Because all it is, is that my key codes do not work anymore!

Well I spoke to people again today. They even over the weekend reissued key codes that do not work. I again verified with the superviser all the key codes and they swear they are valid key codes, but when I enter them it tells me that it is incorrect.
I have now also contacted someone in the US at the corporate office. A man named Tom. All I could do is leave a voice mail. I did that twice. I explained to him the issue. Since tech support is not being very helpful.
I will continue to press the issue until someone is willing to ACTUALLY help.
Offering the same advice over again is not helping. I understand that there is user error when entering the keycode, but continually I dont think so. WHich is why I took screen shots of it and sent to them.

well since I am completely beside myself for such a simple issue and not getting any timely service to actually resolve this issue. I went ahead and filed a complaint with the Attorney General in California, since they do have a corporate office there. We shall see.

Can anyone explain to me why tech support is not solving this issue?

Other than asking me to buy the software again!

Well I GOT A RESPONSE AGAIN!!! LOL CHECK THIS OUT!!!

Dear Kevin,

Thank you for contacting CyberLink Technical Support.

I understand that you are unable to activate the CyberLink PowerDVD 9 software.

In response to your concern, the activation key is for activating the software online.

So, please make sure that you are connected to the internet at the time of activation.

Please log-in from the "Administrator' account.

Also please turn OFF windows Firewall as well as any other third party firewalls installed on your computer, at the time of activation.

If issue persists please send us the snapshot of the screen where you are trying to enter the CD-Key. We will look at the screen capture, analyse and send you a solution or provide more information.

To take a screen shot, please press Print Screen key on your keyboard where you are trying to enter the CD-Key. Then go to Start>programs>Accessories>Paint. Paste the screen capture there by pressing Ctrl+V or alt+Edit+Paste. Save the file and send to us for analysis.

Please feel free to contact us back for any further clarification or for any assistance related to CyberLink Products. Use the below mentioned link to get back to us for your further queries:

http://www.CyberLink.com/english/cs/support/form/index.jsp

Thanks and Regards

Zubair

CyberLink Technical Support

ARE YOU KIDDING ME. They just responded from my response where I sent them a screenshot of the exact same thing they are asking.

I dont freaking understand. Are these people on drugs? Come this is total nuts. If I was on a work network I could understand also, but I am on my home network. I am the only admin. That is not the problem. The problem is THEY HAVE DEACTIVATED MY KEY CODES!!!

Is anyone paying attention?? This is so simple, yet it is being made difficult. It is very frustrating, yet it is also commical.

Well I submitted a response again with the screen shots AGAIN. Let us see what silliness they give this time in about 5 days.

OK, so yesterday I called the online software store again. The man I spoke to after abit, issued me yet another key code. This one did not work either. I dont understand.

I had the PowerDVD9 deluxe and upgraded to the PowerDVD10 ultra. The key they are giving me, they say, is for the PowerDVD9 Deluxe, but yet I cannot get it to work with either the Deluxe or the Ultra version.

You would think that it would be simple. Install PowerDVD9 Deluxe - enter key code - BAM Done.
Install PowerDVD10 Ultra upgrade - enter keycode - Bam Done.

But is is not that way. I am not some kind of NOOB. this is a very simple process, yet nothing seems to work. I guess I will just continue to call, email, and submit support tickets. Is it possible to get someone new to answer my support tickets. The same name has answered the ticket several times, but has accomplished the mission. Which is to simply install and get to work PowerDVD10 Ultra.

Just speculation but I suspect they have some sort of really advanced technology sophisticated activation system (HARRH HARRH) that writes code in an "illegal" or otherwise inaccessable location on the hard drive which is altogether too sensitive to glitches which when they occur not only renders the program unworkable but also unfixable without a complete format of the hard drive.

I fixed my problem by installing Arcsoft's TotalMedia Theatre 5 which as it turns out I like better than PVD10.

In all fairness I do have to report that they finally sent me an activation code - the same code as the original! I don't know if it will work or not (based on your and others experiences it probably won't) but I don't intend to find out...I am done with Cyberlink and their lousy at best and non existant at worst customer service regarding such trivial problems that other vendors appear to be able to handle in an expeditious manner.

*All* software can experience failures of one kind or another and one can complain at some point about the service provided by one vendor or another but I believe Cyberlink might be unique in achieving such a high customer dissatisfaction level.

These are not software failures beyond the abilities of the vendor to control but basic failure of the vendor's support
infrastructure which is certainly within the vendors ability to resolve. I leave it to you to figure out what the root cause of that failure is but in my case, nevermore will I install a Cyberlink product on a computer of mine!

<Smith & Wesson...the original point and click interface>

I have really loved PowerDVD over the years. I tried the Arcmedia trial and just didnt have the feel for it. There may be a learning curve but I dont know. It is a shame with this key code thing. I use other products of theres and enjoy them. I just wish someone would actually do something. Nothing against Michael, but he says he will help, but I have not seen any actual help.

I am not the only one with this issue. In fact it seems as if the same issue is growning. I have been taking screenshots of everything and also posting in other forums I use and I will tell you that Cyblerlink does not have a good name for itself. They may not care, since they are not mainly based in the US. I have filed a complaint with California district attorney. I have not heard anything yet. I have been also calling the California office every day and leaving messages till someone ACTUALLY helps me.

I am in a similar position. I have had responses that indicate the technical support rep is unable to understand english or numbers. This is certainly the WORST example of Customer/Technical service I have EVER come across (I have worked as a consultant to the technical support industry for 6 years).
I can not beleive that there are so many people with the same problem and no available solution in terms of an actual person who can understand what the problem is.
I have had my posts deleted from the forum where I have stated what disgusting service has befallen me and also witnessed other people's queries being removed so the true extent to which this "Customer Disservice" is occuring is distorted.
I have now been in possession of an utterly useless purchase for 2 months with absolutely no progress being made towards a resolution.
There have already been 9 support ticket responses where the support rep has shown clearly that he does not listen/read or attempt to make any proactive steps towards offering support.

This is, quite simply, DISGUSTING!

Because I heard of peoples post being deleted, thats why I take screen shots of my post.