Gosh! It must be a broken record. I agree with your assessment concerning support.
I don't even believe support read my emails. I even asked them to please read the entire email. They had me doing all kinds of things, blaming my browser(s), and had me reconfigure my browsers, cookies, etc. When I complained again saying the link they sent did not work because it redirected me to another and there was no download button. They responded the link works for them. Well, at that point, they won. I finally gave up.
Even worse, I paid for the additional extended download service. Guess what!??! Yep, when I go to my orders on their web page, it says I do not have any orders with them. I have no idea what is going on and support is apparently too busy to actually read their email and respond.
I also wish I had tried the PowerDirector Ultra 9 program before I purchased it. My purchase decision was based upon the recommendation as a PC Magazines Editor's choice. Don't do as I did. Try the program first so you don't end up like me and others who have posted about their unresolved problems.
I have had a problem with my videos turning bright green in the program since I purchased it in January 12th. I cannot edit any video without it turning green in the preview screen. So far, no results from support and I have not had any successful results posting here in the forums. This only occurs when I edit a video and save the project.
So let me sum up:
1. Numerous emails to support asking for help so my order shows up on their web site and being able to download the program for a lengthy period of time for which I paid them extra money.
2. They tell me the "link" they sent works. NOPE! It doesn't work with Firefox or IE. It doesn't work on a different computer with Firefox or IE. I really think they are just giving me a run-a-round so they don't have to troubleshoot their problems.
3. They refuse to address my questions about why my order doesn't show up on their web site.
4. All my mpeg files turn green in the preview screen once I have edited them. Once I save them as a project file, even if I reload the program, when I bring in the project, the screen turns green.
5. I have had the program for a full two months and have only put one of my home videos on DVD. I was able to do that because I did not edit the video.
6. So far, the score is: Digital River 76, Cyberlink 76, Support -120, and me 0.
I wonder if this is just a way to have me spend additional money for phone support? Anyway, I'm out the money and have lost space on my hard drive to a program which is failing completely for my needs. I think I would stay away from this program too. I am really disappointed because this program looks like it would be fantastic if it worked. Unfortunately, it doesn't and the support really fails.
Roger