I have had it w/ ULEAD!!!

HighTekHillbilly · Post by **HighTekHillbilly** » Sun Jan 14, 2007 10:09 am

I really don't like to see people going on forums to bad-mouth companies when they can't get a product to work to their satisfaction. If this were a problem with the operation of the software I would ask politely for help or find the answer reading the forums, but this is very different. At this point I really have no concern for Ulead or what 'anyone' says about them. I have supported their software since version 2.5 of MSP and I still can't even get just the least bit of customer support. I ordered the StudioQuartet upgrade (MSP8) and VideoGraphics Lab was for 'download only'. I FINALLY got the 139 meg.!! download via my dialup connection that I'm cursed with because of my rural location. After getting it downloaded and trying to install it, I found that the file was corrupt. At that point the link expired before I could download it again. I have sent an untold number of emails to 'customer support' only to be jacked around and asked to jump through hoops (when I finally got a response), which I did, and I still can't even get the software that I paid for!! I even said I would pay something for the 3 minutes it would take to put the software on a disk and mail it to me, including the shipping. I can't even get another download link. I've sent the order number, the email with all the information from Element5. Only to be ignored!! The software is registered also. I can only speak for myself, but I feel any companies product is only as good as it's customer service, and Ulead's is at the bottom of the heap. I had sent emails many years ago when I had questions/problems with the software and never!! got any response so I just made a mental note that Ulead doesn't have any type of support. I just did a lot of reading on MUG. After this though, I have had enough of their crap. I ordered, and paid for the software on 11-9-06 and still don't have it!! I just built a new Core 2 Duo machine, and as much as I like MSP, I won't be upgrading again or buying any of their software, there's too much other software on the market to be supporting a company that couldn't care less about the customers that keep them in business. Liquid will be on my new machine, and the only one I upgrade in the future.

I apologize if I posted this in the wrong part of the forum, but I hoped maybe some of the new users will see what type of company they are dealing with before they are screwed over also.

Jeff

Devil · Post by **Devil** » Sun Jan 14, 2007 11:15 am

I'm sorry to hear of your woes. Your problem was due to addressing the wrong guys with it. A bad download is not Ulead's problem. I'm sure that if you had gone straight away to Element5, you would have got almost instantaneous satisfaction. I have always found them to be excellent in sorting out problems. Even now, I suggest that if you give them your story, they will probably arrange for a boxed version.

That having been said, I'm surprised that you decided on the download if you have dial-up, knowing you have to have the best part of 500 Mb with the two files you need for MSP, plus all the other ones. I have been granted broadband only fairly recently, so I know the problem. I never downloaded large files like these, knowing that the chances of a glitch are very high.

HighTekHillbilly · Post by **HighTekHillbilly** » Sun Jan 14, 2007 9:33 pm

Please don't misunderstand, Ulead cannot be responsible for my download problems, and I do realize that. I should have taken other steps to make sure I got the download and had I realized this would happen I would have. I'm not trying to blame Ulead for anything except having the worst, least responsive support I could ever imagine. I guess by asking Ulead for a copy on disk I'm asking for something a little different, but it would seem like such a minor inconvenience to keep a long-time customer happy, or any customer for that matter. As stated before, I forwarded my order number, confirmation email from Element5 and registered the StudioQuartet.

Also, I bought the boxed version of StudioQuartet, but VideoGraphics Lab was for download only. I would have gladly paid even a little more for VCL on a disk to start with. I have been in contact with Element5 and told them my story and was told they can't provide a disk copy of the software because it was offered for download only.

Thanks for your comments,

Jeff

Gra · Post by **Gra** » Wed Jan 17, 2007 11:51 am

Hi. Sorry to hear your troubles and it must be really frustrating. I agree the Ulead support team is a bit hit 'n' miss. Sometimes they don't seem to read the question and give you a reply to solve a different problem. That said they have also been very helpful on other occasions.

The vast majority of the time this WebBoard is brilliant as the people on here probably have more product operational experience than the support team!

I'm surprised to hear you couldn't order a disc for VideoGraphicsLab at the sametime you tried to download. Although I've got ADSL connection, I've always paid a little extra for a disk as well (including VGL, when I upgraded to MSP eight) in case something goes astray in the download process. The discs have always arrived within two days. I agree with Devil that Element 5 are probably the right people to contact and if you send them this tale of woe, they may be able to put things right quickly.

HighTekHillbilly · Post by **HighTekHillbilly** » Wed Jan 17, 2007 10:09 pm

Hi Gra, and thanks for your comments. I'm not sure why VGL wasn't supplied on disk when I ordered the boxed version of StudioQuartet. If you look on the Website for VGL, it has it listed for download only. Here is the email I got from Element5.

Dear Jeffrey,

Thank you for your e-mail.

According to our records VideoGraphics Lab does not come on a back up cd.

Please do not hesitate to contact us for any further question.

Sincerely,

Bridget
Your element 5 team
_______________________________________________

element 5 - a digital river company
http://www.element5.com
Customer service: http://esd.element5.com/ccc
_______________________________________________

Was the program on a seperate CD when you ordered it with your MSP upgrade ? I guess I'll have to order it, and pay for it again.

Jeff

neonbob · Post by **neonbob** » Fri Jan 19, 2007 1:26 am

I have both Liquid7 and sony vegas7.... DON'T get liquid, it has problems. Sony Vegas7+dvd works gangbusters! Besides.... it's interface is much the same as MSP8. so if you know MSP then getting used to vegas will be easy.

sjj1805 · Post by **sjj1805** » Fri Jan 19, 2007 1:38 am

Sorry to hear about the download problems, am I glad I now have broadband. May I suggest that if/when you use the modem for a similar large download that you use a download manager.
One such download manager is GetRight though there are plenty of others that do the same job.

This will enable you to 'carry on where you left off' if by some misfortune you lose the internet connection. I remember the number of times I have been waiting for a lengthy download to finish only to hear the phone ring - and thus my internet connection became disconnected.

HighTekHillbilly · Post by **HighTekHillbilly** » Fri Jan 19, 2007 4:11 am

Thanks NeonBob & Steve. I think I have my problem taken care of. My ideal fix would have been to get a copy of VGL on disk, but as I mentioned, Element5 could not provide it because it was a download only. Also, I never received any help from Ulead, but after sending another email to Element5, a nice lady was kind enough to activate the download link again for me. After about 38 reconnections with the server, and 3 or 4 disconnections from the internet, I finally got the 139meg file. I do have 'Getright', I bought it a few years ago. I honestly don't remember having a problem on the download, but obviously something wasn't right.

I'm ready to install now, hopefully all is well. I really do like using MSP. I just wish Ulead was a little more customer friendly. Sorry for my initial rant.

Thanks Again,

Jeff

Gra · Post by **Gra** » Fri Jan 19, 2007 10:08 am

Hi Jeff

Pleased to hear that Element 5 helped you get around your problems. I know it's a bit redundant now but there is an offer of the back-up disc when downloading the full price VGL, so it's a bit bizzare they couldn't send you one when you explained your connection problems.

Anyway that's all water under the bridge now and I really hope you're having fun with all that VGL can offer.

HighTekHillbilly · Post by **HighTekHillbilly** » Mon Jan 22, 2007 10:10 am

Hi Gra,

I'm not sure what the deal is with the backup copy either. I got everything else, including PI11 & 12, but no VGL. But as you said, 'that's water under the bridge'.

Jeff

MrA · Post by **MrA** » Sat Jan 27, 2007 4:29 am

Think it's because VGL is actually not writen by Ulead, CG Infinity is a 3rd party partner.. correct me if I am wrong.. So, Ulead would not have control on final distribution of it..

htchien · Post by **htchien** » Sat Jan 27, 2007 4:34 am

MrAmigo2121 wrote:Think it's because VGL is actually not writen by Ulead, CG Infinity is a 3rd party partner.. correct me if I am wrong.. So, Ulead would not have control on final distribution of it..

No, you are wrong. VGL is totally written by Ulead engineers, including CG Infinity. It's not a 3rd party partner....

I said it because I know VGL's engineers in personal and they are my good friends.

H.T.