horrible customer service

MAURO50

Newbie Joined: Oct 18, 2013 10:45 Messages: 22 Offline

Solved by

May 19, 2016 14:40

My Power Director does not work, it freezes all the time, it freezes and crashes when I try to save my 2.5 hour project.

I called this company many times and nobody answers the phone, all you can do is leave a message but nobody calls back.

After months dealing with the stupidity I finally paid the USD 30 for a paid customer support for 2 months. That was 2 weeks ago. I lost the phone number where to call and nowhere in the website it shows what number that is. - except for the number where nobody answers the phone and you must have a TS number, which I either dont have it or I dont know what it is. I have a VS number.

So now I paid 30 dollars for support that I can't even have. After I finish this project which has been taking over 1.5 year to finish because the program always freezes, I will never use this stupid company again.

Your software is good but your disregard to your customers is pathetic.

CYBERLINK SUCKS

Alain II

Member Joined: Jan 20, 2015 01:34 Messages: 136 Offline

May 19, 2016 15:32

Well known for most customers support. People come and go in this kind of jobs and the companies want to pay the minimum.

For that reason a good forum is much more than basic help.

If you paid by credit card just ask you credit card company for a charge back and explain why. You have one month after receiving your summary.

Good luck.

Alain II

Richmond Dan

Senior Contributor Location: Richmond, VA Joined: Aug 07, 2014 17:17 Messages: 673 Offline

May 19, 2016 16:51

Mauro50,

Your best customer support (free) will probably be found on this forum. Provide details of your problem and your computer and other members here will try to help. Regards,
Dan
Power Director 21-Ultimate
v 21.0.3111.0
XPS-8940, Win-10 64-bit,
Intel Core i9-10900 processor
(10 core, 20M Cache),
32GB DDR4 RAM, 2TB M.2 PCIe NVME SSD, 2TB 7200 RPM SATA HDD,
NVIDIA GeForce RTX 2060 SUPER 8GB GDDR6

Dafydd B

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

May 20, 2016 09:13

Hi MAURO50,
Please provide your customer support ticket ID (here on the forum), I can then ask CyberLink to investigate and they'd contact you directly.

CyberLink are keen and do resolve issues, they do so quietly without fanfare and often without praise from those who've previously publicly "let rip". When they've fixed your issue and helped you with your computer, make sure you come back and let us know how much they've helped you.

Dafydd

This message was edited 1 time. Last update was at May 20. 2016 09:20

Paul1945

Contributor Location: South Africa Joined: Apr 12, 2014 14:11 Messages: 327 Offline

May 20, 2016 10:55

Please MAURO50 and Alain II

I can tell you out of my Live ...

It is the Sound that makes the music !!!!!!!

LOVE Cyberlink and this Forum ...

This message was edited 1 time. Last update was at May 20. 2016 10:56

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Alain II

Member Joined: Jan 20, 2015 01:34 Messages: 136 Offline

May 20, 2016 12:27

Quote: Please MAURO50 and Alain II

I can tell you out of my Live ...

It is the Sound that makes the music !!!!!!!

LOVE Cyberlink and this Forum ...

Hmmm, in my opinion it's the "composition" that makes the music...

Me too, I like PD14 and their different softwares BUT we have to agree that the customer support is not always at level.

Customer supports fail 50% of the time by giving inadequate info. Just recently I asked something "special" they could not answer although it was quite simple and all they could do, was to direct me to the help index with no further info but a standard reply... .

Reason why I suggested here to submit the problem to this forum.

Alain II

Neil.F.1955

Senior Contributor Joined: Mar 07, 2012 09:15 Messages: 1303 Offline

May 21, 2016 00:01

Hello all!

I have to admit that I have not used Cyberlink Customer Support, but based on some other posters' critiques, likely it's just as well. There have been, particularly in the past few months, quite a few very angry posts regarding Cyberlink Customer Support(or lack thereof) from extremely disgruntled posters, some going even to the point of violating forum rules(naturally they were deleted). Such posts should be ringing alarm bells loud and long at Cyberlink's head office.... but do they? Or is Cyberlink impervious to criticism?

If a company ignores the comments of its customer base(good or bad), likely the customers will go elsewhere and the company that ignored them eventually goes broke. The old maxim applies here: THE CUSTOMER IS ALWAYS RIGHT!

Neil.

Longedge

Senior Contributor Joined: Apr 28, 2011 15:38 Messages: 1504 Offline

May 21, 2016 06:07

Quote: THE CUSTOMER IS ALWAYS RIGHT!

I spent the last 18 years of my working life in first line IT support and in my experience that is absolutely not true in fact quite the reverse. I found the old saying about empty kettles and the amount of noise they make to be nearer the mark. The louder the noise the greater the likelihood that the person at the other end had cocked something up.

ynotfish

Senior Contributor Location: N.S.W. Australia Joined: May 08, 2009 02:06 Messages: 9977 Offline

May 21, 2016 06:22

Oh Mr Longedge - I was going to say that (well - sorta)

Some facts:

I'm a customer

I've made the odd mistake & cannot claim to be "always right"

Though I've had limited need for tech/customer support since I started using PD7, of the dozen or so support tickets, more than 80% have been successfully resolved, some after escalation

This forum is an excellent resource for solving issues & learning how to use PDR more effectively/efficiently. There are some extremely knowledgeable and creative users, from whom I've learned much! On the other hand, you can occasionally find spurious advice from people who've never actually tried what they're posting about! Hard to believe, but it's true.

Cheers - Tony

This message was edited 1 time. Last update was at May 21. 2016 07:49

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Richmond Dan

Senior Contributor Location: Richmond, VA Joined: Aug 07, 2014 17:17 Messages: 673 Offline

May 21, 2016 23:50

Tony,

I find your last point difficult to believe.

Regards,
Dan
Power Director 21-Ultimate
v 21.0.3111.0
XPS-8940, Win-10 64-bit,
Intel Core i9-10900 processor
(10 core, 20M Cache),
32GB DDR4 RAM, 2TB M.2 PCIe NVME SSD, 2TB 7200 RPM SATA HDD,
NVIDIA GeForce RTX 2060 SUPER 8GB GDDR6

Neil.F.1955

Senior Contributor Joined: Mar 07, 2012 09:15 Messages: 1303 Offline

May 22, 2016 02:11

Hello, all!

When I made the quote"THE CUSTOMER IS ALWAYS RIGHT", I was simply remembering the age-old maxim relating to in-store customer-relations, much of which appears to have "gone out the window" in recent times. In Cyberlink's case this apparently is so. Okay, so the customer may not always be right, but the customer nonetheless has a right to expect a decent level of technical assistance from those whose job it is, is to create the software for Cyberlink. After all, the customer is forking out some big bucks to buy this stuff.

Typical Power Director users might first turn to Cyberlink themselves for assistance in understanding or straightening out problems with their chosen software, if they don't get it, or what assistance they do get, proves unsatisfactory, of course they're going to be "a bit peeved"(putting it mildly), it's then that they may turn to this forum for the help they did not get from Cyberlink themselves.

Cheers!

Neil.

ynotfish

Senior Contributor Location: N.S.W. Australia Joined: May 08, 2009 02:06 Messages: 9977 Offline

May 22, 2016 03:36

Dan -

Sorry about that. I shouldn't go just shooting my mouth off like that, making unsubstantiated assertions without providing some kind of evidence. If I just repeat it more firmly, would you believe it then?

Neil -

Of course CyberLink customers should be able to expect a decent level of customer & technical support.

My point is that - on the whole - that's how I've found it to be. Yes - true - I've had a couple of "canned" answers that don't help at all, but on the whole what has been suggested above is not my experience.

Hopefully, if you ever need to refer an issue to CL support services you'll get the help you need.

Cheers - Tony
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Neil.F.1955

Senior Contributor Joined: Mar 07, 2012 09:15 Messages: 1303 Offline

May 22, 2016 22:29

Quote: Dan -

Sorry about that. I shouldn't go just shooting my mouth off like that, making unsubstantiated assertions without providing some kind of evidence. If I just repeat it more firmly, would you believe it then?

Neil -

Of course CyberLink customers should be able to expect a decent level of customer & technical support.

My point is that - on the whole - that's how I've found it to be. Yes - true - I've had a couple of "canned" answers that don't help at all, but on the whole what has been suggested above is not my experience.

Hopefully, if you ever need to refer an issue to CL support services you'll get the help you need.

Cheers - Tony

Hi, Tony!

Of those who have used Cyberlink's customer service, I think each user's experience would differ. Some subtly, others markedly! And the variance could lie anywhere between "thoroughly satisfied" and "completely hacked-off!" I'm not talking of my own experience, I'm just going on what I've read here and made my own observations. As for any help I need on an issue to do with Power Director, my first choice is to log into this forum. Based on what I've read thus far, if Cyberlink themselves were running this forum.... There'd be a far greater number of disgruntled users unable to get clear answers for their issues with Cyberlink products.

As clever as these boffins at Cyberlink are at creating this software, I feel their customer relations skills might lie between sadly lacking and completely non-existant!

Cheers!

Neil.

ynotfish

Senior Contributor Location: N.S.W. Australia Joined: May 08, 2009 02:06 Messages: 9977 Offline

May 22, 2016 23:00

Sorry mate -

You're basing your "observations" & conclusions on limited information.

You've never had a need to deal with customer/tech support staff

You're basing your observations only on others' experiences.

► How many disgruntled customers are likely to post in this forum to vent their dissatisfaction? Plenty!

► How many completely satisfied customers are likely to post in this forum praising the support they've received? Very few!

See? Your sample is completely skewed towards the negative, making your "observations" invalid.

I am not defending CL or their customer service. Just taking issue with forum posts that "don't stack up". Don't suppose I'll ever convince you how silly it looks.

Tony
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Neil.F.1955

Senior Contributor Joined: Mar 07, 2012 09:15 Messages: 1303 Offline

May 22, 2016 23:05

Quote: Sorry mate -

You're basing your "observations" & conclusions on limited information.

You've never had a need to deal with customer/tech support staff

You're basing your observations only on others' experiences.

► How many disgruntled customers are likely to post in this forum to vent their dissatisfaction? Plenty!

► How many completely satisfied customers are likely to post in this forum praising the support they've received? Very few!

See? Your sample is completely skewed towards the negative, making your "observations" invalid.

I am not defending CL or their customer service. Just taking issue with forum posts that "don't stack up". Don't suppose I'll ever convince you how silly it looks.

Tony

Tony,

let's just agree to disagree on this point and leave it there, okay? I still want to thank you(as I have in PM) for the help you've given on another issue. I've achieved a lot through those PMs.

Cheers!

Neil.

stevek

Senior Contributor Location: Houston, Texas USA Joined: Jan 25, 2011 12:18 Messages: 4663 Offline

May 23, 2016 06:55

I usually don't post in threads regarding customer service but here are a few things to do (link). Read also the comments from customer service people at the end of the article. This is primariily about technical service via phone call.

http://lifehacker.com/5805406/a-step-by-step-guide-to-getting-better-customer-service

Empathasis: Details and images go a long way. .
.
BoilerPlate: To posters who ask for help -- it is nice to thank the volunteers who try to answer your questions !
Anything I post unless stated with a reference is my personal opinion.

MAURO50

Newbie Joined: Oct 18, 2013 10:45 Messages: 22 Offline

May 23, 2016 08:52

Thanks for all the replies, guys. I guess I will use the forum more often to fix this problem.

For now, does anyone know the phone number to call from North America for the --paid-- customer support please?

Thanks!

Dafydd B

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

May 23, 2016 09:27

Please provide the support ticket ID I asked for.

Why not post your issue here on the forum?

To get started it would be best to read the guides at the start of the forum. See parts, A, B, E & F, and give us a screen shot of your project institu, pdr info, a diagnostic. Please continue to read the guides to see how to present an issue to members.

Dafydd

This message was edited 1 time. Last update was at May 23. 2016 09:38

stevek

Senior Contributor Location: Houston, Texas USA Joined: Jan 25, 2011 12:18 Messages: 4663 Offline

May 23, 2016 10:03

Dafydd,

This poster had some issues way back in Oct 2013 but never followed up with the requests made of him. I hope this is not the same situation as that and that he will provide the needed information. (I don;t have my hopes up).

MAUROSO,

How did you lose the e-mail you received? Did you look in your deleted items and/or your on-line mail provider? I'm sure that you looked at and rerad the information here:

Support Tickets (link)


Filename	support.png	Download
Description	Support Tickets
Filesize	24 Kbytes
Downloaded:	400 time(s)

This message was edited 1 time. Last update was at May 23. 2016 10:04

.
.
BoilerPlate: To posters who ask for help -- it is nice to thank the volunteers who try to answer your questions !
Anything I post unless stated with a reference is my personal opinion.

Dafydd B

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

May 24, 2016 04:34

Hi MAURO50,
I'm wondering if stevek is right about the lack of response to information requests, one might even consider the "shouted" comment at the start of the thread is thoroughly inaccurate. Should we be reversing the comment in your direction MAURO50, would that be more applicable?

Dafydd