Customer Service takes forever to respond

[tvranjes]

Has anyone had problems with Ulead Customer Service? I bought a new computer and need to reinstall Video Studio 9 and Movie Factory 5. I bought both online and have all my reciepts. When I asked customer service to provide me with a link to reinstall the programs, they just stopped communicating with me. I've been waiting over a week to hear back from them. I don't really want to have to buy these programs again, any suggestion on how to get thier attention?

Tomo

[sjj1805]

Firstly I must once again stress the need to read and act upon the advice given here:
Lost Serial Numbers and Software

Next check this link:
Frequently Asked Questions

[tvranjes]

Thanks for your reply Steve,
I appreciate your comments and understand the importance of backing up disks. I in fact did make a copy of both these programs, but for some reason neither one is working properly when I reinstall them from my back up disk. VS9 looks like it's going to run, but then nothing happens and MF5 gets to the "Create a New Project" page and goes no further. I registered both programs and have my serial numbers and purchase reciepts, I sent all this info to someone at customer service but still have no response. I'm in Canada, so it's going to cost me about $200 to buy these programs again. I just think that Ulead could look after their customers a little better when it is obvious that I purchased the product from them. Next time I'll buy the box and not the download. A lesson learned.
Tomo

[sjj1805]

After checking the obvious - dirty marks on the surface of your back up discs, try copying the entire backup disc to a hard drive folder and then try to install from the hard drive folder.

[Ron P.]

When you are installing from your back-up discs are you getting any errors such as CRC? Are all background apps disabled while installing? You might also try doing a defrag prior to installing, so that all the files are written to consecutive sectors/blocks of your hard drive.

[TDK1044]

Has anyone had problems with Ulead Customer Service?
Tomo

A bit like asking if Rose Kennedy owned a black dress!

[tvranjes]

I have loaded VS9 and MF5 onto my hard drive, opened the file, found the launch icon, clicked it and VS9 shows me the picture of the pretty girl with the camcorder and the red background then flashes the video editing page for a split second then nothing. I tried loading it into my VS7 folder because it is an upgrade and the same thing happens. VS7 still works and even has some new transitions now, but it doesn't have some of the audio splitting features that I need.
MF5 - when I load this one the same way, I get as far as "Create New Project" and then I get a "Load MPEG vio driver" error. When I click OK, I go to the "Start Project" page, but that's as far as it goes. I click next and nothing happens.
Frustrating!
Tomo