Can Technical Support Understand Basic English

RobertJ/OZ

Senior Contributor Location: Melbourne Australia Joined: Aug 14, 2006 02:26 Messages: 1209 Offline

Solved by

Dec 07, 2011 06:02

Because of the number of times it has been necessary to uninstall and reinstall PD9 I have finally received the Codec Activation Error when trying to import H264 video.

Contacted Technical Support explaining the problem and provided a screen shot of the issue.

I advised them that as a PD9 Beta Tester I do not have a confirmation of order from CyberLink, as the product was provided by CyberLink through the moderator Dafydd Bevan and all Beta Testers were provided with PD9 as part of the Beta testing program.

So, what have they asked for.

A Copy of the Confirmation of Order From CyberLink - don't they understand basic English?

Now I have already explained to them that that is not possible

So where do I go from here, a program that can no longer be used for H.264 MP4 video clips, meaning it can only be used for slideshow presentations

Robert Intel i7 930, 16GB ram, Radeon HD 5770 1Gb,Ver. 14.12 Win7 64 bit
Intel i7 7700 HQ, 16 GB ram Nvidia GTX 1050Ti 4GB dual drives 1 TB SSD + 1 TB HDD Win 10

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1Nina

Senior Contributor Location: Norway, 50km southwest of Oslo Joined: Oct 08, 2008 04:12 Messages: 1070 Offline

Dec 07, 2011 07:57

Hi Robert,

Judging from the number of posts on this forum
addressing problems with Technical Support, language-
or language difficulties might be a reason why one may look
like an embodied questionmark getting their reply.
Your post made me think about a Norwegian "saying" for an occasion like this.
It will loose it's meaning entirely if I try to translate it (word by word).
I suspect you have (similar) "sayings" in English, but I would probably
need to be pointed in the right direction for it.

Anyway, your activation key has expired and Tech support doesn't understand
your problem, or- they are not familiar with Beta-testing/Beta-testing "consept".
(For a program that seems to require several un-/re-installs during use over time,
or just having all the features work,it's probably not a good practice to give
the customers this problem. Don't quite understand it, really, as "activate" is
hooked up with ip-address (?) )

I think you will have to come up with a "work-around"

, or just wait for PD11.

Nina

Just something.
https://www.petitpoisvideo.com

Carl312

Senior Contributor Location: Texas, USA Joined: Mar 16, 2010 20:11 Messages: 9090 Offline

Dec 07, 2011 15:02

Robert,

I am afraid you will have to send your own money to the get a retail version of PD9. Or PD10.

Cyberlink is not the only company that made Beta versions available to testers, then did not support the beta copy.
Carl312: Windows 10 64-bit 8 GB RAM,AMD Phenom II X4 965 3.4 GHz,ATI Radeon HD 5770 1GB,240GB SSD,two 1TB HDs.

jerrys

Senior Contributor Location: New Britain, CT, USA (between New York and Boston) Joined: Feb 10, 2010 21:36 Messages: 1038 Offline

Dec 07, 2011 15:03

It's too bad that CyberLink doesn't have a complaint department. Jerry Schwartz

RobertJ/OZ

Senior Contributor Location: Melbourne Australia Joined: Aug 14, 2006 02:26 Messages: 1209 Offline

Dec 07, 2011 15:37

Hi Carl,

CyberLink provided all Beta Testers with a full copy of the retail version when PD9 was released.

Robert Intel i7 930, 16GB ram, Radeon HD 5770 1Gb,Ver. 14.12 Win7 64 bit
Intel i7 7700 HQ, 16 GB ram Nvidia GTX 1050Ti 4GB dual drives 1 TB SSD + 1 TB HDD Win 10

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Carl312

Senior Contributor Location: Texas, USA Joined: Mar 16, 2010 20:11 Messages: 9090 Offline

Dec 07, 2011 16:22

Quote: Hi Carl,

CyberLink provided all Beta Testers with a full copy of the retail version when PD9 was released.

Robert

What about the email you got to download the full copy? That would be proof of ownership.
Carl312: Windows 10 64-bit 8 GB RAM,AMD Phenom II X4 965 3.4 GHz,ATI Radeon HD 5770 1GB,240GB SSD,two 1TB HDs.

NovaTech

Newbie Joined: Oct 13, 2009 06:00 Messages: 42 Offline

Dec 07, 2011 16:43

Yes, Carl is absolutely correct.

You can share the email copy with Tech support in which you had received the PowerDirector software. They will consider as a proof of purchase.

BarryTheCrab

Senior Contributor Location: USA Joined: Nov 06, 2008 22:18 Messages: 6240 Offline

Dec 07, 2011 17:16

Perhaps a search of your name in their records would show 30 or 40 crash reports and bug-finds when you assisted them in the development of their product. HP Envy Phoenix/4thGen i7-4770(4@3.4GHz~turbo>3.9)
Nvidia GTX 960(4GB)/16GB DDR3/
Canon Vixia HV30/HF-M40/HF-M41/HF-G20/Olympus E-PL5.
Tape capture using 6 VCR, TBC-1000, Elite BVP4+, Sony D8 camcorder with TBC.
https://www.facebook.com/BarryAFTT

RobertJ/OZ

Senior Contributor Location: Melbourne Australia Joined: Aug 14, 2006 02:26 Messages: 1209 Offline

Dec 07, 2011 17:29

G'day Barry,

You would find yourself in an identical situation to me, if that Codec Activation error appeared on your system after another reinstall.
How do we explain that at no time did we receive an "OFFICIAL" email, it was always"new build" please download from Dafydd.
Dafydd Bevan is the only person who can confirm the authenticity of our ownership of PD9

Robert
Intel i7 930, 16GB ram, Radeon HD 5770 1Gb,Ver. 14.12 Win7 64 bit
Intel i7 7700 HQ, 16 GB ram Nvidia GTX 1050Ti 4GB dual drives 1 TB SSD + 1 TB HDD Win 10

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BarryTheCrab

Senior Contributor Location: USA Joined: Nov 06, 2008 22:18 Messages: 6240 Offline

Dec 07, 2011 17:45

Perhaps yet another reason to have bought the FULL standalone PD. I did not. HP Envy Phoenix/4thGen i7-4770(4@3.4GHz~turbo>3.9)
Nvidia GTX 960(4GB)/16GB DDR3/
Canon Vixia HV30/HF-M40/HF-M41/HF-G20/Olympus E-PL5.
Tape capture using 6 VCR, TBC-1000, Elite BVP4+, Sony D8 camcorder with TBC.
https://www.facebook.com/BarryAFTT

TexasCityDave#1

Newbie Location: Southeast TX Joined: Aug 08, 2011 22:58 Messages: 35 Offline

Dec 07, 2011 17:57

Quote: It's too bad that CyberLink doesn't have a complaint department.

They probably think this forum suffices for a Complaint Department.

WINDOWS 7 PRO 64 BIT [SP1]
ASUS P8P67LE MB
Intel Ci7 2600K 3.40 Ghz
2X 8GB 1600Mhz Dual BL
2X EVGA GTX460 1GB SC
120GB Corsair Force 3 SSD
2X 1TB WD10000 SRTL Caviar Black
PD 9 Ultra 64
LG-12X Blu-Ray
Cameras: Canon 7D, Canon HF S21

Dafydd B

Senior Contributor Joined: Aug 26, 2006 08:20 Messages: 11973 Offline

Dec 08, 2011 05:51

Hi Robert,
I was recently contacted by another editor who was having similar difficulties with installing PD9 onto a new laptop. I assisted and corrected the situation with some basic instructions.

When you contact Support your Activation Key, should identify you as a beta tester of PD9. They're correct in questioning your inquiry and correct in wondering why you're having the activation issue.

I have sent (writing it in a minute) Robert a PM with some information which might help him.

Dafydd

This message was edited 2 times. Last update was at Dec 08. 2011 05:59

RobertJ/OZ

Senior Contributor Location: Melbourne Australia Joined: Aug 14, 2006 02:26 Messages: 1209 Offline

Dec 08, 2011 13:07

With the assistance of Cranston and vn800rider and advice from Dafydd, the problem has now been resolved. PD9 is now fully functional again. Now, where did I put the bug spray, they're crawling all over the place again.

Robert Intel i7 930, 16GB ram, Radeon HD 5770 1Gb,Ver. 14.12 Win7 64 bit
Intel i7 7700 HQ, 16 GB ram Nvidia GTX 1050Ti 4GB dual drives 1 TB SSD + 1 TB HDD Win 10

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