You must be asking some very hard questions that take some time to find an answer!

Seriously though....that is a long time to get back to you to each question. I don't have an answer why. I suppose they could charge more for the software and then increase the amount of people who are available to answer question.

Personally I have only ever asked one question in the three years I have been using many of the Cyberlink products through Technical support. They responded with a solution within 24 hours.

Kevin
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They could have an auto-responder that answers immediately, but if it doesn't answer the question you wouldn't be happy with that, either. Maybe the delay is because they are trying to research the issue and give you an accurate response.

I know everyone wants a quick answer, but I also know that in software design, answers are not always quick. __________________________________
CORNBLOSSOM

I also work tech support, for Cisco phone systems. I know how support goes.
Even for simple follow up questions it takes them 10 days. Every single email is around 10 days.

Whether you are creating a new ticket or replying to a question. They will not look at it for another 10 days.

So every time they ask some stupid question like "have you tried a higher bit rate?" - they buy themselves another 10 days to not have to deal with your question.

Every kind of tech support person is familiar with jerking people around. I've done it: "Can you reinstall that and let me know how it goes?" (who knows, it may actually work!)

Presto, you just bought yourself a few hours to a few days!

If a customer is replying to a question you ask, the delay to continue working on it should only be as long as the customer takes to reply with valid information. You should not be put back to the end of the queue with all the new tickets.

Cyberlink has asked me 3 "quite basic" follow up questions that show they haven't put any time into troubleshooting yet (because apparently they need more information like have I increased bitrate) and it has taken an entire month.

Quote:
Personally I have only ever asked one question in the three years I have been using many of the Cyberlink products through Technical support. They responded with a solution within 24 hours.

Kevin

They obviously had a solution to your problem where as in this instance they do not.
I put a ticket in inthe early days but gave up. I work with what they have given us which is a cheapish NLE which does a half decent job at what it does. Work arounds eventually get there for those fenickety few of us who demand perfection but only spend $100 on software.
Panasonic SD9, Panasonic TM700, Panasonic SD600, GoPro HD Hero.

OK, I've referred your concerns.

Thread locked.

Dafydd