Ulead DVD MovieFactory 5

jdw · Post by **jdw** » Mon Mar 13, 2006 12:32 pm

Well, I did get a response this morning from Ulead customer service and basically they said that DVD MovieFactory has not been released and Ulead does not have a release date as of yet.

The upshot is that by the time version five starts shipping my purchase will be at least few months prior to the actual release -- meaning I will probably be at the same upgrade price point as everyone else.

Oh well...

Georg · Post by **Georg** » Mon Mar 13, 2006 1:23 pm

My info from the Announcement:

Pricing and Availability
DVD MovieFactory 5 will be available in box and electronic versions in retail stores and at www.ulead.com for $49.99 starting in late March.

jdw · Post by **jdw** » Mon Mar 13, 2006 4:56 pm

That's what I thought but here is a quoted section of the email I received from Ulead customer service.

I'm sorry that DVD Moviefactory 5 is not yet released by Ulead and the DVD moviefactory is still our current latest version in our website. I know our R&D department and the other responsible teams are currently working on this next version of the program but we're not aware or sure when the software will be released in the market or our website soon.

But either way, it sounds as if the standard upgrade price will hold true for at least me. Not sure about anyone who purchases version 4 between now and the offical release of version 5...

Jim

sjj1805 · Post by **sjj1805** » Mon Mar 13, 2006 5:10 pm

Perhaps Ulead announced the impending release so that people intending upon purchasing would have the option of waiting a little longer.

Steve J

jolo · Post by **jolo** » Wed Mar 15, 2006 6:24 am

Zlog,

I just read your post.

Do you work for Ulead?

As an apologist, employee or but* kisser for Ulead, you need to understand that it is because of people like you that Ulead has as many support issues as they do and have so third party organizations handling online distribution and support for them.

Ulead doesn't care about it;s customers, they are looked at as annoyances.

Any company that is worth anything gains a great competative advantage by being able to read and comment directly to query's directly from their customer base. That is where information about changes in Coroprate culture, support and enhancements come from.

To admonish customers who sincerely care and want Ulead to continuously improve, are the most valued to other customers and

2log wrote:You cannot just send a question directly to support@ulead.com. That's why there's a technical support form on the website. You have to fill it up and provide all the required information (system specs, product versions, OS, etc.) and get a case #. There has to be order and it has to be sorted out.

Can you imagine hundreds and thousands of emails comming in everyday on one same inbox. There will be confusion among the tech support people... who will answer what... which ones have had replies and need following up... what is the support history of this person... Moreover, the details to these queries will then be mostly incomplete and the support representatives will have to ask you back these details... a total waste of time!

So next time you complain about the technical support, make sure to read the policies first! When you get a warning telling you not to reply directly to "support@ulead.com", please comply.

deffinately giuve the most important information to Ulead !!

The reason for this forum is an extremely inexpensive way of:

Having Ulead's own customers support Ulead's software
- Create Customer loyalty
  - Most important is to directly see what is on the mind of their customers

Hopefully Ulead will use the information posted by people other than 2log who are investing their time, energy and reputations into Ulead.

A last point. If the Ulead Photoimpact products are so overwhelmed with so many support contacts that they have taken the approach to try to ignore them and hope that their customers will wear down and give up, Ulead has taken the information improperly.

What a sucessful organization would do is not to take the negative approach that its customers are stupid and dishonest, but get their developers and support people together and figure out strategies to reduce the inconvenience, wasted time of their values customers and attempt to improve the software, documentation and other support options to reduce the frustration of its values customers. If there are SO many issues that SO many of their customers need constant support, the answer is not a anti-customer policy. The answer is within the Ulead staff to look at the patterns of the customer queries, see where their values customers are having the most difficulty and really analyse why so many of their customers reach a frustration level that they need to be supported.

When they take the information from their values customers and look at it as a sign of Organizational issues that need to be improved on, there will be less frustration and support querys.

Until then, the frustration, lost hours, loss of loyalty will increase for Ulead Photoimpact customers.

htchien · Post by **htchien** » Wed Mar 15, 2006 7:50 am

I think Ulead still cares about their customers, and no anti-customer policy inside. Well, that's what I think.

If you guys have any questions, just post up. I believe many people will see how they can help.

For Ulead DVD MovieFactory 5, as I know Ulead is still preparing the release as soon as they can, but don't ask me when.

Hope this helps.

H.T.

ploggy · Post by **ploggy** » Wed Mar 15, 2006 10:34 am

jolo wrote:Zlog,

As an apologist, employee or but* kisser for Ulead, you need to understand that it is because of people like you that Ulead has as many support issues as they do and have so third party organizations handling online distribution and support for them.

Ulead doesn't care about it;s customers, they are looked at as annoyances.

Ulead handles their own support. They just use a third party system for email sorting. The tech support you talk to on the phone and email are all Ulead employees (for US, Japan, China). I know this because I happen to know someone.

2log · Post by **2log** » Wed Mar 15, 2006 11:19 am

jolo wrote:Zlog,

I just read your post.

Do you work for Ulead?

As an apologist, employee or but* kisser for Ulead, you need to understand that it is because of people like you that Ulead has as many support issues as they do and have so third party organizations handling online distribution and support for them.

Ulead doesn't care about it;s customers, they are looked at as annoyances.

Sorry but I just can't help but think that you did not read the previous posts properly. Ulead uses a third party email system/software to sort out and organize tech support queries. If I have to explain that further it means that Ulead people are not the ones who programmed the email system they are using for tech support. I guess that's normal and there's nothing wrong with that.

You submitted one query...where you asked for a redownload on March 13. Tech support replied to you the very same day, requesting a proof of purchase and gave you an instruction on how to upload it... never heard back from you. Maybe it went to your spam folder??? Perhaps it was filtered by Adelphia.net (your email provider). Anyways, it would be wise to check your spam folder and look for the tech support's reply there. You did not even bother to follow up. You can't expect tech support to keep sending the same reply over and over to make sure you get it.

I'm just presenting you with the other side of the coin you don't get to see. You gave a pretty fair (constructive) criticism on your post... I just don't like the fact that you called me a butt kisser.

sjj1805 · Post by **sjj1805** » Wed Mar 15, 2006 7:28 pm

jolo wrote:Zlog,
I just read your post.
Do you work for Ulead?
As an apologist, employee or but* kisser for Ulead, you need to understand that it is because of people like you that Ulead has as many support issues as they do and have so third party organizations handling online distribution and support for them.
.....

Jolo
By making attacks like these on other forum members you only ruin what may have otherwise been a valid post. You would do well to read the top of this forum

●For discussions of Ulead products ONLY!
●Profanities and Offensive posts will be monitored and removed
●Ulead Support is not obliged to answer in this forum.

I feel you owe 2log an apology.
I am not the Moderator of this forum but if I were I would have at the very least edited out your unwarranted comments.

Steve J

ruggy1 · Post by **ruggy1** » Thu Mar 16, 2006 10:36 am

The Ulead website has been almost unusable the last few days - what is going on? Maybe MF5 is actually there somewhere and everyone is trying to find it!

htchien · Post by **htchien** » Thu Mar 16, 2006 10:46 am

Ya, I found some people keep searching DMF5 info on Google and MSN Search very often in these days, maybe that's the reason.

H.T.

Georg · Post by **Georg** » Thu Mar 16, 2006 10:50 am

Here you find more infos about MF5

http://www.ulead.com/dmf/runme.htm

Very fresh

ruggy1 · Post by **ruggy1** » Fri Mar 17, 2006 5:03 am

Oh my goodness what have they done? Just downloaded and tried to use MF5. Three very quick observations - 1) in the new style 'preview' window there is NO SOUND, 2) the 'customise' button sometime does and somtimes does not give you the option to customise the layout - it is not consistent, 3) I do not know what the extra 80+MB of 'content' download supplied - only a few extra templates appeared. Any more feedback?

ruggy1 · Post by **ruggy1** » Fri Mar 17, 2006 7:10 am

After several more hours I have still not worked out the new workflow required to repeatedly customise menus. When I do get the customise button to work the available options such as Frame, button or layout choices are are far more restricted than in MF4. Hopefully I can copy all the options from MF4 into MF5, but why should I have to?

keithm · Post by **keithm** » Fri Mar 17, 2006 11:06 am

I haven't tried MF5 (and probably never will after the trouble with MF4), but from has already been said MF5 is already buggy. When will Ulead learn to stop using valued customers as beta testers! Sooner or later people will stop buying their products - and that would be a shame; Ulead used to be a great company. They can't keep releasing products that are clearly not finished.

They should rewite MF4 and get it working as well as MF3 did (ie fast and stable) before bringing out a new version, and please don't tell me MF4 is great now because it isn't; its slow and requires loads of patches to even work - what are people supposed to do without broadband - throw the software away?

I can understand people's frustrations on this forum and the do gooders who say Ulead are great do nothing to help the situation. For a lot of people Movie Factory in various forms is very troublesome and its just not good enough. Come on Ulead - sort this out so your products work correctly straight from the box!

Alludo USER to USER Web Board

Ulead DVD MovieFactory 5

Re: Technical Support

Re: Technical Support

Re: Technical Support

Ulead website on its knees - everyone is trying to find MF5!