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Well thanks. I will give the Supervisor an opportunity to redeem themselves on monday. If not, I will make that call!!
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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 So I say, well explain to me why that ONE KEY CODE that I PAID FOR is no longer valid.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!!
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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.
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I just dont understand. 
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Quote:
I have.
They haven't.
I'm sorry but taking this long to provide keys for legitimately purchased retail software is unacceptable. This is not a case of investigating a broken system but rather a case of issuing a key to get it to work in the first place. No way this should take days or weeks when it should be taking minutes or hours instaead. If their activation system can't handle that, then they should get a new activation system. I own several software packages that utilize online activations and the couple of times I have had an issue, it was solved within minutes of the vendor being notified.
Exactly!! IT doesnt not make sense. And now we live in fear of being totally just cut off because we are not being help. This isnt a made up story. I posted there response. And I can post the screenshots I took of the issue.
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This is why I am frustrated. Cause the answers dont make sense. It would make sense if I was using a Key Code I already had. But these are key codes that are specifically giving to me for this case. I have never seen or used them myself. This is also what frustrates me is that they dont seem to actually read the ticket. I am done exactly what they have told me. Twice in a row they game me the identical solution, with the exact same results. This is what I dont understand.
It is really hard to believe that they care, when the solutions that they have given me dont even work. This very last time I responded, I submitted screen shots of my steps to physically show them.
I have twice been told to download the cleaning software for Power DVD 9 and 10. I have been giving istructions to download Power DVD software 9 and 10. All thru you ftp site with user names an passwords. THey have given me the key codes to enter and instructions on how to install them. I have done that and IT DOES NOT WORK. THE KEY CODE IS EITHER INCORRECT or after installing the Power DVD 9 that they give me, I then try to install the Power DVD 10 (that they give me) and it tells me that I need a retail version version 8 or above. Right after I just installed Ver 9.
What makes it even more frustrating is it is like they dont even read the previous post. It is like they just ignore the steps we have already taken to solve the problem and start over. All the while there is a 3 or 4 day lull between responses. Thus I am working on the same simple issue of trying to install Power DVD 10 ultra.
I work for OpenTable call center and this would never fly. It is one thing to have a customer who is completely computer illiterate, but I am not that way.
It actually seems like that whoever responds doesn't either know what they are doing or dont read the problem that I am asking.
So now it has been 17 days and counting to simply assist me in installing Power DVD 10 Ultra, that I have paid for. I have upgraded every version since probably 6 and also bought the TrueTHeater software and PowerDirector 9.
Am I wrong here to ask for a sensible solution that makes sense and works.
That is all I am asking for. If I have tried TWICE the solution they have given me. Neither of them worked. They were the identical solution also.
I dont want trouble, I just want to be able to enjoy the software that I love and will continue to upgrade and purchase. But it makes it difficult to want to continue buying, if when I look for Tech Support it takes more than a month for a simple solution.
I posted the exact text from service ticket so that anyone or Michael can read and maybe help me out.
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Yeah, I started my ticket on Jan 19 and have yet to solve the issue. As much as I hate to say it, cause I really love there software, I dont think they care.
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Amen to the single download
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Open up your "my computer"
Right click on your DVD drive
Select properties and there is a tab for autoplay
the settings are in there.
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Well I tried the response that they gave me. It was the same thing as the previous one. It had the identical results as the previous time. So now I have to wait more days before I hear anything. Very, Very, Very, Very frustrating. I just dont understand it at all.
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I recieved a response. I will try this when I get home. Thank you.
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I have Win7 64 bit and didnt have that issue. I did however have a issue once I updated to the last update. Dont know whether that would be the cause or not.
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Thank you Michael, I will try it again. I have uninstalled two or three time. I didnt delete the folders, but will try that. I realize this is a forum, but I am just frustrated cause it doesnt seem like anyone is paying attention to my support ticket. It takes days to get a response, then when you do, it doesnt even make sense. It is like they didnt even read my question or the response from the previous post. So then I wait days again. It gets frustrating cause I am waiting literally weeks for what seems to be a simple solution to me.
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More CPU, GPU, and RAM make it faster!
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nobody reading this can offer any help or advice?
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All I am wanting to do is to get this software to work.
IS THERE ANY MOD IN HERE THAT CAN HELP PLEASE!!!
I love this software, but dont understand the Tech Support!!
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To which I responded, cause I am upset and dont understand. This is not a difficult thing. It is pretty cut and dry:
I dont understand, are you not able to read the rest of this ticket to understand the issue. Also if you looked up my information about all the products that I have purchased it would say the information you are stating.
The issue I have is I have PowerDVD 10 Ultra and did one of your updates. When I did that it messed up the software. So I uninstalled it and am unable to reinstall as the software I have is not working. I am looking to reinstall my Power DVD.
Can you please read the other submissions, I feel like I am starting over with this issue.
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This is the response that I got back:
Thank you for contacting CyberLink Technical Support.
I understand that you are unable to install the PowerDVD 10 Ultra software and getting an error message.
In regard to your issue, I regret to say that I am unable to verify the version and the build number of CyberLink software you are using so kindly provide us the SR number of the software so that I can provide you further assistance.
Please provide us the SR number of Cyberlink software. SR number can be found inside "info.ini" file on the installation disc. Like:
This is the info.ini file:
[Build_Info]
SR_No=CDS050311-04
OR
Please visit the link given below for more details about finding the SR Number:
http://www.cyberlink.com/multi/support/answerbox.jsp?FID=2615&ProdVerId=0
Also please send us the snapshot of the error screen with full desktop. I will look at the screen capture, analyze and send you a solution or provide more information.
To take a screen shot, please press Print Screen key on your keyboard when this error comes. 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 send us the screen shot file in the ".Jpeg" format.
Use the below mentioned link to get back to us for immediate response for your further queries.
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
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Well this was my repsonse:
Well I have tried this new way twice and I get this error
Unable to install the upgrade.
Your system must have the retail version 8.0 of Cyberlink PowerDVD or above installed. The setup will abort.
I have installed the PowerDVD 9 twice and ran the PowerDVD10 twice and both times same error. I uninstalled each time. Both downloads are from your links. Is there not a way to have just the PowerDVD 10 only?
PLEASE HELP!!
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I did exactly what they said and it gives me an error saying that I have to have a retail version 8 or above to work. So I responded back and after a few days I get this response:
Dear Kevin,
Thank you for contacting CyberLink Technical Support.
I understand that you are unable to download and install the PowerDVD 10 Ultra software.
In regard to your concern, I would like to inform you that there is no need to enter the CD key of PowerDVD 9 Deluxe after installing the software.
Please install PowerDVD 9 Deluxe then install the upgrade to PowerDVD 10 Mark II Ultra 3D software and then enter the CD key of PowerDVD 10 Ultra to activate the software.
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
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I submitted a ticket on Jan 19 and still do not have my issue resolved. They gave me a solution, but it didnt work and I am waiting for a response back. This is very disturbing by the complaints that I see and then I am experiencing them myself. I have invested hundreds of dollars in there software and upgrades. I love there software, I have never seen any better. But I am looking for some help.
My problem is that I did an update to my Power DVD 10 ultra and since that update my software would not respond. So I uninstalled and tried to reinstall. Well I had difficulty trying to get it to work. My Ver 10 was an upgrade from 9 and cant get them to work. So I submitted a ticket and they responded with new downloads of ver 9 and ver 10. This is what they told me to do:
Dear Kevin,
Thank you for contacting CyberLink Technical Support.
I understand that you are unable to download and install the PowerDVD 10 Ultra software.
In regard to your concern, I would like to inform you that I am providing you the full version of the PowerDVD 9 Deluxe (build: 1501) of upgrade version of the PowerDVD 10 Ultra software.
I suggest you to download the CyberLink Cleaner tool from the link given below and then try to uninstall and reinstall the PowerDVD software:
Download the CL cleaner file from the below given link:
[removed]
When prompted, save the file on the desktop of computer. After download is complete, run the file and restart your computer.
1) Please follow the link given below to download and install the full retail version of the PowerDVD 9 Deluxe software:
PowerDVD 9 Deluxe (build:1501) (Size: 201 MB)
http://isales.gocyberlink.com/download/CS_Dept/PowerDVD/PowerDVD9_Deluxe.1501D_DVD090205-04_R2_Retail.exe
User Name: PowerDVD
Password : xxxxxxx
Note: Password valid duration is 2011/1/24 ~ 2011/1/30 23:59 Hrs PST. I would suggest you to download the software before 2011/1/30 23:59 Hrs PST.
CD-key : DDR8M-xxxxx-B9LAJ-xxxxx-xxxxx-xxxxx
Once you have installed, open the PowerDVD 9 software and activate it.
2) After installing the PowerDVD 9 Deluxe software, I suggest you to download the CyberLink Cleaner tool from the link given below and then try to uninstall and reinstall the PowerDVD software:
Download the CL cleaner file from the below given link:
ftp://154:JG9NGAJQ@ftp.gocyberlink.com/new/CLCleaner-PowerDVD10.0.zip
When prompted, save the file on the desktop of computer. After download is complete, run the file and restart your computer.
Kindly right click on the under mentioned link and select "Open in new window" or "Save as" and then enter the following username and password:
PDVD 10 Mark II Ultra 3D Upgrade Build (Upgrade from Deluxe) (build:1830)
http://isales.gocyberlink.com/download/CS_Dept/PowerDVD/CyberLink.1830_DVD100611-06.exe
User Name: PowerDVD
Password : xxxxxxx
Note: Password valid duration is 2011/1/24 ~ 2011/1/30 23:59 Hrs PST. I would suggest you to download the software before 2011/1/30 23:59 Hrs PST.
CD-key : UU9PG-Jxxxx-xxxxx-xxxxx-xxxxx-xxxxxx
Once you have installed, open the PowerDVD 10 software and activate it.
Note:
- Kindly do not run any internet applications while downloading PowerDVD installation file.
- Disable any spyware software installed on your computer and set the "Privacy" settings to low by going to Tools --> Internet Options --> Privacy tab after launching Internet Explorer.
- The username, password and the CD Key are case sensitive and should be entered exactly as they are provided to you.
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
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