No customer service, nor tech service

[tbowen777]

I have sent emails over and over again to Ulead and esellerate and no response, other than to contact Ulead, who will NOT respond. I purchased Movie Factory 4 on March 26,2006. The downloads will not work. The updates will not work. I do not recommend this product to anyone.
I have wasted several days trying to get this to work. I asked Ulead to mail me a CD and no response. If this is the way Ulead stands behind there product, then I strongly recommend a different one.
I am going to have my credit card company reverse the payment I made in March.

[Ron P.]

Tbowen,

I'm sorry that we have not been able to get this working for you. I have been using MF4 DC since its release. I can't say I have not had problems, however I have managed to work the problems out.

If you have been sending emails to report problems, and not using the online form, that may be the reason you are not getting responses. This has been explained previously on a post. In a nutshell, Ulead like numerous others use a service to parse its email. They receive thousands of emails daily so for their tech support or customer care to parse them takes away from what they are supposed to be doing. The email address is a dummy one for that reason. If you utilize the online form, you stand a better chance of getting a reply from Ulead, even though it may not be the response you would want.

The program, updates, downloads do not work for you, however they do for others. One thing that I continue to learn from this board, is that there are several things that may cause a program to crash or not perform as one expects. Just today I read a post, where the reason for a Ulead program to continue to crash, was due to the power supply unit. The Ulead application was the only program that would continue to crash on the posters computer. The poster discovered that the PSU was too weak for video editing, and upon replacing it has not had any problems. The poster had been convinced that it was the program's fault, not the system.

In summary, if software works for a lot of people, using different systems, and configurations, but does not work for a few, is it the software that is faulty? Ulead does have its problems with tech support being the "best", with it's programs glitches, but for most they do work.

Also I do not work for , am not an affiliate of Ulead or Intervideo. I'm just a common everyday user like you...

Ron P.

[snoops]

Hi Tbowen,

You're right about not getting a response from Ulead support.
We know that, which is why many of us have sadly learned not to buy anything from anybody before making sure it works, whenever possible. And no software purchase without a trial version to check. Companies that do provide good support may get our purchase beforehand.
I'll upgrade to MF5 only when I know the problems are fixed (some of these issues were found immediately when trying a first simple project with a new feature they were bragging about). Rumors about fixes being on the way are not enough. Sorry, but they themselves are responsible for this attitude.

So if you want to try to solve your problem here, you'll have to provide exact info: "will not work" does not provide any info at all.
If you're lucky, someone will help you for free in their spare time, and there are a few folks here who will do just that (hi you great and wonderful mods!!). That's why Ulead created this place.

[sjj1805]

Posted: Mon May 15, 2006 10:15 pm
http://phpbb.ulead.com.tw/EN/viewtopic. ... 4629#64629

Then.....

Posted: Tue May 16, 2006 10:30 am
http://phpbb.ulead.com.tw/EN/viewtopic. ... 4686#64686

Here's another...

Posted: Mon May 01, 2006 1:21 pm
I have today submitted the following to Ulead via their tech support form:
http://phpbb.ulead.com.tw/EN/viewtopic. ... 2459#62459

Then....

Posted: Tue May 02, 2006 8:40 am
I have received the following reply from Ulead:
http://phpbb.ulead.com.tw/EN/viewtopic. ... 2585#62585

[tbowen777]

I did finally get a response from Ulead. They sent me a different download than the original. Problem is, only 2/3 of it downloaded, then my stupid internet provider cut me off. I have tried several times with my computer and others to reconnect and download again, but I get a message,"page can not be found." At least they tried. I am planning on getting a satellite internet service this week. Maybe then I can hope Ulead will send the download again and if I'm lucky, maybe I can download and it will work.
As far as this website, I have nothing to complain about. I have had several helpful members provide me with very good advice. As far as trying out the product first, I did. That's why I changed my PCI tuner board to Hauppauge. This stupid HP computer came with Evcap Maui Device which will not capture for Uleads program. I was able to record with Movie Mill and burn with Ulead before I ever bought the Hauppauge. But I thought if I got the Hauppauge PVR 150, that I could receive, record, and burn all with one program. Unfortunately, I can't get it to work because the updates can't find Movie Factory installed in my computer. I've tried everything and nothing works. I've asked Ulead to mail me a disc and see if that works, but no response.
I just believe I could be a little bit more supportive of Ulead if I could get a positive response. No one likes throwing away $100.

[maddrummer3301]

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