issues with support

hokieinidaho

Newbie Joined: Oct 28, 2012 11:02 Messages: 21 Offline

Solved by

Dec 22, 2013 10:50

Curious on the forums how you guys deal with support. I have 2 tickets for 2 different problems, and here's the gist of how they've gone.

first ticket
- submitted 12/12/13, and included the specs of hardware and software.
- TS response 12/13/13, canned response of requiring the latest software, closing of other programs, emptying the recycle bin, running defrag, and a few references to unrelated things (firmware on DVD drives, not applicable to problem-at-hand), and starting windows in selective mode
- customer response 12/14/13, having acknowledged and obliged by requested actions.
- TS response 12/14/13, that I'm not running latest 2230 version, and to provide event log (dxdiag)
- customer response 12/15/13, that actually, I'm running the latest beta, but would be happy to downgrade back to 2230, if instructed to do so. Also provided event log (dxdiag) as requested
- TS response 12/15/13, asking for windows event log
- customer response 12/16/13, windows event log provided

TICKET goes stale - no response from agent since 12/15. I contact customer service, they inform me that they've escalated but they refer to the wrong ticket (a new one I put in for different problem), despite my having referenced this original ticket.

Ticket number 2 (unrelated symptoms to ticket 1 - but potentially same root issue)
- submitted ticket on 12/20/13 with described symptoms, specs, and heading off all the guidance of all other programs being closed, %temp% being flushed, recycle bin cleared, defrag completed, and windows in selective mode. Even included the dxdiag log
- TS agent response 12/20/13, asking for event log (turns out he's wanting windows event log)

Seems like I'm the one giving here, but I'm not getting a whole lot back in return. I know I'm probably singing an old song that most have dealt with in the past, but this is pretty frustrating. There's got to be some good video editing software out there with some resemblance of support.

BTO

Newbie Location: Pensacola, FL Joined: Dec 21, 2013 23:19 Messages: 4 Offline

Dec 22, 2013 11:21

Yeah. I just bought into the program and cannot get ANY answers. Haven't tried the tickets yet, only forums. There's a line you draw for wasting time on software when it's got too many bugs in it. Webutation.com may be where I start to give this program what it deserves.

BarryTheCrab

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

Dec 22, 2013 12:25

hokieinidaho,
did you try us here on the Forum, yet? Also, when things go stale, give 'em a nudge on their Facebook Page. It's not support, but you'll get a public response.
BTO,
I looked at your 2 topics, and I think many will agree the new functions of the slideshow editor could use some tweaking, but over that single issue (which might be solved with a viewing of a tutorial), you want to throw the baby out with the bathwater? Buggy? Having a bug (as yet undetermined), and certainly a quirk (what NLE doesn't?) does not constitute a "buggy" software. I use PD every day, and rarely, if ever, have an issue that is not my fault. As for your comment about support, you're not the first person to pop-off about their answers/non-answers, often better off coming here, to the volunteers.

This message was edited 1 time. Last update was at Dec 22. 2013 12:29

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

Dafydd B

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

Dec 22, 2013 13:11

Quote: Yeah. I just bought into the program and cannot get ANY answers. Haven't tried the tickets yet, only forums. There's a line you draw for wasting time on software when it's got too many bugs in it. Webutation.com may be where I start to give this program what it deserves.

Hi BTO,
You need to read: http://forum.cyberlink.com/forum/posts/list/31238.page#171323
If you present information in the "right way", forum members can try and assist you. When you write up a report for a website, about any software, be sure to include the specification of your computer (full diagnostic information) to show what you're editing with!
Forum members answer here, when they can and when they want to.
Dafydd

Dafydd B

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

Dec 22, 2013 13:15

Quote: Curious on the forums how you guys deal with support. I have 2 tickets for 2 different problems, and here's the gist of how they've gone.

first ticket
- submitted 12/12/13, and included the specs of hardware and software.
- TS response 12/13/13, canned response of requiring the latest software, closing of other programs, emptying the recycle bin, running defrag, and a few references to unrelated things (firmware on DVD drives, not applicable to problem-at-hand), and starting windows in selective mode
- customer response 12/14/13, having acknowledged and obliged by requested actions.
- TS response 12/14/13, that I'm not running latest 2230 version, and to provide event log (dxdiag)
- customer response 12/15/13, that actually, I'm running the latest beta, but would be happy to downgrade back to 2230, if instructed to do so. Also provided event log (dxdiag) as requested
- TS response 12/15/13, asking for windows event log
- customer response 12/16/13, windows event log provided

TICKET goes stale - no response from agent since 12/15. I contact customer service, they inform me that they've escalated but they refer to the wrong ticket (a new one I put in for different problem), despite my having referenced this original ticket.

Ticket number 2 (unrelated symptoms to ticket 1 - but potentially same root issue)
- submitted ticket on 12/20/13 with described symptoms, specs, and heading off all the guidance of all other programs being closed, %temp% being flushed, recycle bin cleared, defrag completed, and windows in selective mode. Even included the dxdiag log
- TS agent response 12/20/13, asking for event log (turns out he's wanting windows event log)

Seems like I'm the one giving here, but I'm not getting a whole lot back in return. I know I'm probably singing an old song that most have dealt with in the past, but this is pretty frustrating. There's got to be some good video editing software out there with some resemblance of support.

Hi hokieinidaho,
I can ask CyberLink to check up/investigate the situation, please provide me with your online support ticket numbers.
Forum Moderator.

hokieinidaho

Newbie Joined: Oct 28, 2012 11:02 Messages: 21 Offline

Dec 22, 2013 17:33

Dafydd,

Yes, I've tried the forums on problem #1.
http://forum.cyberlink.com/forum/posts/list/31083.page#170635
You asked me to try the latest beta, I did, and I ended up with the same results. I was a bit excited that maybe we were going to get to the bottom of it, but that thread, much like the support thread, dried up stale. The comparable support ticket to the same solicitation for support you were helping me with, is CS001318984. This is the one where the program just hangs.

The 2nd one, is when I try to open a 2nd project, the program crashes with a dialog box saying PDR12.exe has stopped working.
CS001321522. No, I haven't put that one here on the forum, as the first one I posted is still left unaddressed.

I wish this program had debug mode like the product I support for an enterprise backup application. I would just like to get to the bottom of whether it's a corrupt installation, where the program is losing its marbles, or what.

hokieinidaho

Newbie Joined: Oct 28, 2012 11:02 Messages: 21 Offline

Dec 22, 2013 17:48

Quote: hokieinidaho,
did you try us here on the Forum, yet? Also, when things go stale, give 'em a nudge on their Facebook Page. It's not support, but you'll get a public response.
BTO,
I looked at your 2 topics, and I think many will agree the new functions of the slideshow editor could use some tweaking, but over that single issue (which might be solved with a viewing of a tutorial), you want to throw the baby out with the bathwater? Buggy? Having a bug (as yet undetermined), and certainly a quirk (what NLE doesn't?) does not constitute a "buggy" software. I use PD every day, and rarely, if ever, have an issue that is not my fault. As for your comment about support, you're not the first person to pop-off about their answers/non-answers, often better off coming here, to the volunteers.

Barry, I certainly could relate to BTO's frustration. We aren't trying to pop-off, we're just trying to get what looks like a great attempt of a piece of software working. For me, I've two wedding videos I have clients waiting on me to finish, after having put about 80 hours in on editing combined. I'm glad that rarely have you had issues that were not your fault. But that can really come off as frustrating to someone who's having issues.

BarryTheCrab

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

Dec 22, 2013 20:46

hokieinidaho,
I meant no insult on the "popping-off", we've all done it, will probably again, and a search of the Forum will find THE CRAB to be quite vocal about problems encountered in the past!
Stick around long enough to see if one of the smarties here can quickly get you up-and-running. This software works wonders, and can be an absolute blast to use.
NOTE: Have you seen, and/or filled out any crash report dialogues that sometimes appear when things go awry? Is that what you mean by "debug mode"?
Some folks have found their own issues' cause by booting up in safe mode and going through a series of steps, I'm not qualified to expand on that.
BTC
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

hokieinidaho

Newbie Joined: Oct 28, 2012 11:02 Messages: 21 Offline

Dec 23, 2013 00:13

Quote: hokieinidaho,
I meant no insult on the "popping-off", we've all done it, will probably again, and a search of the Forum will find THE CRAB to be quite vocal about problems encountered in the past!
Stick around long enough to see if one of the smarties here can quickly get you up-and-running. This software works wonders, and can be an absolute blast to use.
NOTE: Have you seen, and/or filled out any crash report dialogues that sometimes appear when things go awry? Is that what you mean by "debug mode"?
Some folks have found their own issues' cause by booting up in safe mode and going through a series of steps, I'm not qualified to expand on that.
BTC

Thanks BTC.

No, I've been offered nothing, other than the requests for information, and the usual run-through on defrag, other programs, etc. I'd be happy with a simple clean install and reinstall, just to humor, but I seem to be the one dancing here with no suggestions other than the beta install (and I'm a beta installer/testing for many products both at home and in the enterprise). So, no, I'm pretty much in a holding pattern circling the runway. On problem #2 I get the dialog asking me for my email address to send the dump and I've filled that out. But with no one syncing up on the other end to find out what is going on, I'm just circling the runway. Prey tell, my friend.

Dafydd B

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

Dec 23, 2013 05:16

Quote: Dafydd,
Yes, I've tried the forums on problem #1.
http://forum.cyberlink.com/forum/posts/list/31083.page#170635
You asked me to try the latest beta, I did, and I ended up with the same results. I was a bit excited that maybe we were going to get to the bottom of it, but that thread, much like the support thread, dried up stale. The comparable support ticket to the same solicitation for support you were helping me with, is CS001318984. This is the one where the program just hangs.

The 2nd one, is when I try to open a 2nd project, the program crashes with a dialog box saying PDR12.exe has stopped working.
CS001321522. No, I haven't put that one here on the forum, as the first one I posted is still left unaddressed.

I wish this program had debug mode like the product I support for an enterprise backup application. I would just like to get to the bottom of whether it's a corrupt installation, where the program is losing its marbles, or what.

Hi hokieinidaho,
You've referenced a thread in your reply. You were receiving assistance from JL_JL and he was pointing you in the right direction in that topic without any need for me to add anything further. We're (we're video editors who use PDR) making "the best guess" from information you're providing. Thank you for the ticket numbers.
Dafydd