ULead: you pay,product don't work,support don't answer you

lcor1979 · Post by **lcor1979** » Tue Jan 30, 2007 6:08 pm

Hello,

I am very upset about Ulead your support.

The 23/12/2006 I did bought the full version of "ULead DVD Movie
Factory 5 Français TBYB - Full version" for 29.95£á.

The licence key and the software installer does not work.

I mailed the support about it the 23/12/2006, the 24/12/2006, the
27/12/2006, and the 08/01/2007. Nobody answered me !

My licence key is not recognized by ULead website to register the
product, so I cannot use the online forms.

The 15/01/2007 I did call ULead phone support at 1.11£á by minutes. The
call did last 11 minutes !! The guy from the support told me that ULead
will send me a new link and a new key. I did not receive anything.

Result : It cost me 42.16£á !!!!! And I have nothing.

I never saw so few respect for customers ... A company with the size of ULead without any support ???

Laurent Cornélis

DVDDoug · Post by **DVDDoug** » Tue Jan 30, 2007 7:18 pm

Did you email Technical Support or Customer Service? (You said "support", but this may just be a language-translation difference.)

You need to email Customer Service for this issue. I don't think Technical Support will respond if you are not already registered.

And, Ulead won't respond directly to you here either. This is a user-to-user forum. (I'm a moderator, but I don't work for Ulead, and I don't know anyone at Ulead.)

You might also try sending an e-mail to Corel. (If you don't already know, Corel now owns Intervideo/Ulead.)

My guess is that this has something to do with the TBYB (Try Before You Buy) anti-piracy protection. Maybe someone else can help you with that. I've always uninstalled the trial version and purchased the CD version.

lcor1979 · Post by **lcor1979** » Tue Jan 30, 2007 7:59 pm

Thanks for your answer.

I've contacted customer and technical support. In fact, I have mailed every e-mail address I found on their website, I also filled every forms I found ...

Thanks for the info that Corel owns ULead, I didn't know. I will try

heinz-oz · Post by **heinz-oz** » Tue Jan 30, 2007 10:19 pm

It sounds to me like your ISP might be blocking emails from ULEAD as SPAM. I have had emails showing up in my spam folder.

If you contact support by email you will receive an automatic confirmation of your message. If you did not get that, I strongly expect your ISP or your own spam filter is to blame.

On the other hand, since I believe you downloaded your program, ULEAD is the wrong tree to bark up on. ULEAD do not handle the sales of their programs directly, that is done by elements5 in all cases I know of. Please contact the vendor of your product for this.

maddrummer3301 · Post by **maddrummer3301** » Tue Jan 30, 2007 11:34 pm

lcor1979 · Post by **lcor1979** » Wed Jan 31, 2007 9:14 am

heinz-oz > For my emails I use a GMail account and I always check my spam messages before deleting them, so I'm sure I never received anything from them ... I already contact elements5, they were very friendly we checked that the problem was not at their side. They also tried to contact ULead to let them know about my problem but they didn't get answer.

maddrummer3301 > I've downloaded the TBYB version, when it has expired I clicks on the link "Buy", I bought an activation code from the form displayed, but this code is not accepted as valid to activate MF5 TBYB. In the mail with the activation code I received from Elements5, there was also a link called "Download full version of MF5", so I've already tried to install it but the installer tells me "Cannot find the complete version of DVD MF5. The installer will exit".

And I don't want to call them again by phone because it is too expansive ...

maddrummer3301 · Post by **maddrummer3301** » Wed Jan 31, 2007 2:31 pm

Post by **Ron P.** » Wed Jan 31, 2007 2:53 pm

I found why this is so confusing to a lot of people. http://activity.ulead.com/tbyb/runme.htm. For the TBYB versions, they have "tutorial" if you will, that starts out with Activation. Which I did not know they still used. Apparently some TBYB needs to be activated first. Then after the trial period they can buy the unlock key.

I wonder if the confusion is, trying to use an activation code as the unlock key?

Also it would be nice if they would use the specific program for each TBYB tutorial. I tend to think that if I were going to purchase, in this case MF5+, and was going to try it out first, but was presented with a page about CD/DVD PS 4, those instructions would not apply.

lcor1979 · Post by **lcor1979** » Wed Jan 31, 2007 3:04 pm

vidoman > I received only one code, and there is only one place where I can put it ... So there is no confusion, it is just that the code they provide don't work and that their support is not reachable (if someone has succeeded to find a working email address or forms to their support, please let me know)

skier-hughes · Post by **skier-hughes** » Wed Jan 31, 2007 3:15 pm

I am having this problem at the moment trying to activate MF5 tbyb on a proxy server.
I had no trouble on my home machine just connected direct to the internet.

Ensure firewall/antivirus isn't blocking MF5 from connecting to the internet.

Is your pc a normal home desktop/laptop?

If adn when I get more information I will post.

Graham

lcor1979 · Post by **lcor1979** » Wed Jan 31, 2007 3:21 pm

skier-hughes > My PC is a normal home PC. It is not behind a proxy or a firewall, I tough of that also but I have checked and nothing prevent MF5 to connect ...

maddrummer3301 · Post by **maddrummer3301** » Wed Jan 31, 2007 7:57 pm