Cyberlink's customer service

New Daddy

Newbie Joined: Feb 09, 2009 17:35 Messages: 5 Offline

Solved by

Feb 20, 2009 17:38

Just look at the question I raised to Cyberlink and the answer I received.
Just because my PowerDVD was bunddled with the Dell computer I bought, they refuse to address any question that I have.
This is not the first time.
Can anyone really believe that the nature of my problem is such that Dell should handle it?
If I had money, I would go out and buy TMT right away.

Question

Some of the keyboard shortcuts don't seem to work with my version of PowerDVD.
For example, Ctrl+Shift+B, which is supposed rewind, does nothing.
What's wrong?

Answer

Thank you for contacting CyberLink Technical Support.

We understand your concern related with the PowerDVD 8.0 (DX) OEM version software.

Please note that OEM version softwares are customized version by the hardware manufacturers like JVC, Dell, Gateway, Inc. etc. You have received the special customized version of the CyberLink software which is shipped with Dell products only.

We would like to inform you that you have the PowerDVD 8.0 (Dell-DX) OEM version software bundled with the Dell computer is a limited feature version software.

We suggest you to contact Dell regarding the issue you are facing, as the internal structure of the PowerDVD 8.0 (Dell-DX) OEM version provided by Dell is different from other versions of the software.

If you face any inconvenience, please contact us using the following reference:

>> http://www.CyberLink.com/english/cs/support/form/index.jsp <<

Please feel free to contact us back for any further clarification in this issue or for any assistance related to CyberLink Products.

Thank You and Best Regards

CyberLink Technical Support

This message was edited 2 times. Last update was at Feb 27. 2009 00:26

RobertJ/OZ

Senior Contributor Location: Melbourne Australia Joined: Aug 14, 2006 02:26 Messages: 1209 Offline

Feb 20, 2009 18:43

Unfortunately for you Technical Support is absolutely correct, your issue is with Dell and not CyberLink, I know that from experience.

I assume that PowerDVD is included as part of Dell MediaDirect or Dell MediaCentre installed on your computer. All CyberLink products installed on Dell computers are special builds to Dell's requirements and for the most part do not include functions that you would expect should be. This may be partly due to the way in which MediaDirect/MediaCentre operates.

You do need to contact Dell support and ask if the particular function you require is supposed to be included in your system.

Your post Subject Line is unnecessary, I would suggest that you modify it, or risk this post being deleted by a moderator

Robert
Dell Dimension Desktop
Dell XPS 1710 laptop
Dell Studio 15 laptop

This message was edited 1 time. Last update was at Feb 25. 2009 13:09

Intel i7 930, 16GB ram, Radeon HD 5770 1Gb,Ver. 14.12 Win7 64 bit
Intel i7 7700 HQ, 16 GB ram Nvidia GTX 1050Ti 4GB dual drives 1 TB SSD + 1 TB HDD Win 10

PDtoots

New Daddy

Newbie Joined: Feb 09, 2009 17:35 Messages: 5 Offline

Feb 20, 2009 19:26

Quote: All CyberLink products installed on Dell computers are special builds to Dell's requirements and for the most part do not include functions that you would expect should be. This may be partly due to the way in which MediaDirect/MediaCentre operates.

Maybe I didn't make myself clear in my OP, but other keyboard shortcuts function well - most notably Shift+Ctrl+F for fast forward.
It would be really difficult to imagine that PowerDVD left out the keyboard shortcut for rewind only.

It is well known that the recent update to PowerDVD messed up the system really badly. That happened to me too. When I asked Cyberlink for help, I received the exactly same response - "Speak with Dell". Of course, Dell, which apparently received the same complaint from numerous other users, had no idea what was wrong with the most recent update for Power DVD, so asked me to re-install Windows.

How dare Cyberlink try to shift their burden to Dell when the problem was being experienced by all PowerDVD users across the board, Dell owners or not, which finally made them discard the update?

This message was edited 2 times. Last update was at Feb 27. 2009 00:27

Daisuke

Contributor Joined: Oct 03, 2006 06:25 Messages: 354 Offline

Feb 24, 2009 02:59

Hello,

Could you provide your PowerDVD DX version number?
You can get it from the help menu or the main UI.

BTW, Could you provide your CSID (Question ID) ?

This message was edited 1 time. Last update was at Feb 25. 2009 13:10

Dafydd B

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

Feb 25, 2009 13:17

New Daddy - Daisuke has offered to assist you.

I have deleted your unacceptable terminology in the topic's title and removed a coarse vulgar expression. This is a public forum and it is totally out of order on your part to post such derogatory language, either in full or abbreviated. There is absolutely no need for it.

Read below what you agreed to follow!

This is a forum for CyberLink members to discuss and share their users' experience. CyberLink customer support will not reply in the forum regarding the technical issues. Topics or replies with attacking or illegal messages will be deleted by the forum management directly.

Dafydd
[Moderator]

This message was edited 1 time. Last update was at Feb 25. 2009 13:18

JJPower

Newbie Joined: Feb 21, 2009 22:34 Messages: 47 Offline

Feb 25, 2009 22:23

Can somebody PLEASE help me.
I would like to know what is going on with customer service and support tickets? It will now be going on 5 days, and I still have gotten NO response. I had a full working version of PowerDVD Ultra 8 and had to completely uninstall it due to the latest upgrade 2521.
Please can somebody from Cyberlink respond to my support ticket?
Thank you.

Daisuke

Contributor Joined: Oct 03, 2006 06:25 Messages: 354 Offline

Feb 26, 2009 01:00

Hello JJpower,

Could you proivde your question ID?
I can contact CyberLink support to handle your issue.

BTW, I got the message from CyberLink Support.
The database server has some problems and they cannot connect to the server.
So you may not get the responses in 24 hrs.

This message was edited 1 time. Last update was at Feb 26. 2009 05:19

JJPower

Newbie Joined: Feb 21, 2009 22:34 Messages: 47 Offline

Feb 26, 2009 10:50

Thank you for responding Daisuke.
My question ID are Question ID: CS000617007 and Question ID: CS000617857
Any help would be appreciated.
Thank you.

New Daddy

Newbie Joined: Feb 09, 2009 17:35 Messages: 5 Offline

Feb 27, 2009 00:24

Quote: Hello,

Could you provide your PowerDVD DX version number?
You can get it from the help menu or the main UI.

BTW, Could you provide your CSID (Question ID) ?

Daisuke,

1. Thanks for your offer to help me.
My version number is 8.1.
And my CSID was CS000615904.

2. The Help menu does not list keyboard shortcuts.
Maybe the Help menu of OEM versions are different, but PowerDVD DX 8.1 that was installed in my Dell just displays generic, not-so-helpful introductions to PowerDVD under the Help menu.

This message was edited 1 time. Last update was at Feb 27. 2009 00:30

JJPower

Newbie Joined: Feb 21, 2009 22:34 Messages: 47 Offline

Feb 27, 2009 09:46

By Sunday it will be a week since I first submitted my first support ticket, and still NO response from the customer service tech support. I am losing my patience as this is beyond ridiculous. I paid almost $100.00 for this PowerDVD Ultra 8 program, and can't even get my support ticket answered. All I want is the link to reinstall my previous working version. I have a fully functional current license key.
How long am I going to have to wait? Am I suppose to beg and apologize because I'm upset?
I currently have NO program, NO player, and NO way to play my blu-ray movies.
Please direct me to somebody at Cyberlink who can take care of this matter.
My question ID: CS000617007 & CS000617857

Thank You.