Customer Satisfaction Survey -20070509

Post by **jparnold** » Tue May 15, 2007 7:38 am

How many people have received an email from Ulead requesting they fill in a customer survey form and then find that when they click on CLICK HERE TO SUBMIT nothing happens!
What a waste of time!

weaver00 · Post by **weaver00** » Tue May 15, 2007 8:51 am

I have received 3 requests and found that you cannot send a completed survey back or even respond by replying. I have also sent several requests for service for Ulead products and have yet to receive a useful response, usually no response, my survey answers ranged from poor to worse.
Do any users know how to contact Ulead? I am now receiving 'failed' messages when I send an email to support@ulead.com with "address does not exist" from my postmaster.
I don't know how they can request my opinion on their customer service when they don't have any.

Kiwi Bob · Post by **Kiwi Bob** » Tue May 15, 2007 9:04 am

I received one with the same result. Perhaps it only works if you say something nice.

Post by **jparnold** » Tue May 15, 2007 9:57 am

What a joke! They can't even get an email to work!

markk655 · Post by **markk655** » Tue May 15, 2007 1:06 pm

Very funny! Pinnacle sent out a survey with a non-working link as well about 1 month ago....The more they are different, the more they are the same!

Black Lab · Post by **Black Lab** » Tue May 15, 2007 11:18 pm

jparnold wrote:What a joke! They can't even get an email to work!

And you expected...?

alanball · Post by **alanball** » Tue May 15, 2007 11:22 pm

I have had the same problem here in New Zealand, received two emails and neither would go through, Perhaps they don't want anybody to get the prize incase they get more complaints from the winner!!

chousel9 · Post by **chousel9** » Wed May 16, 2007 3:15 am

Here's another one - when I FINALLY got a response from tech support - with an incorrect and totally useless answer = I clicked on the NO for "did this answer your question?". I then tried to put a comment in the comment field only to find that as soon as you hit the space bar to put a space between your words the whole thing dissapears!I don't know if the space bar actually just made it go away or if it submitted it for me but I sent in another tech support message with my response to how incorrect their response was and how convenient it is to have a defective comment field when that is the ONLY way to respond to their message.

If I had know that a>version 11 was so brand new and b>Ulead is no longer Ulead and c>customer sevice/tech support is so poor, I NEVER would hve upgraded!!!

I found the solution on my own to my original problem and Tech support told me there was NO solution.

Guess I should have known better............

felix2 · Post by **felix2** » Wed May 16, 2007 9:46 am

I really am losing all confidence with Ulead / InterVideo / Corel - if they can't even send out a survey email that works! I've also had no response to my Technical Support question I emailed - not even a "We're really busy, we're taking 3 days to respond" which would be a good start.

I'm only using Ulead VS for its Smart Render to tweak a home-recorded DVD. The picture works great, but the sound is terrible and certainly not Smart Rendered - I'm just hoping I've got a setting wrong somewhere, otherwise I would question the veracity of their claim to support Dolby AC3 audio in Version 10+.

Post by **jparnold** » Wed May 16, 2007 1:01 pm

Maybe time to consider Sony Vegas Movie Studio which according to the latest PC World (Australia) magazine is a feature-rich and user-friendly package that would suit amateurs and semi-professionals alike (and is HD friendly with a huge array of effects and transitions and very user friendly) or is Sony also lacking when it comes to user support?
Has anyone ever tried to get technical support from Sony? Maybe they are all "tarred with the same feather".

etech6355 · Post by **etech6355** » Wed May 16, 2007 2:50 pm

I also use VMS, there are pro's & con's in all software. Don't except much support from the Sony Forum, at least in comparison to this forum. Your post will probably be ignored.
If you haven't used software like the above you will find it to be a very steep learning curve for some. The program performs best with DV video. So don't expect to edit mpegs and customize a mpeg file, can't do it. Well, you can and have to use the other program that's included with it. If you post on their forum with help on this don't expect detailed answers. You cannot export mpeg video using customized settings, you have to use the built-in templates.
If you want to export a 16:9 video you have to export the video using elementary streams (1 video stream .mpv, 1 audio stream .mpa). If you export a mpeg program stream file it can only be 4:3 using their settings and it is always mpeg audio only, no pcm or dolby. You use the other program to do this, how? Post on their forum to find out how, see if you get an answer.....

Sometimes the grass looks greener on the other side of the hill. The program works best with DV video. If you like editing mpegs then be careful, the program is not an mpeg editor (nor Divx/Xvid etc).

It is a stable program, comes with good documentation & help along with an instructional (limited) dvd. Enough to give some tips. I think they want you to buy the good tutorial dvd's
There is no comparison when editing mpegs in ulead compared to the other software. Ulead blows that software to the ground when it comes to mpeg editing & Ulead's HighDef mpeg2 editing is also much faster.

joosuna · Post by **joosuna** » Wed May 16, 2007 3:57 pm

etech6355 you have been promoted to etech6356 for your honest answer in comparing the Vegas editor to Ulead on mini DV's...glad to hear that UVS editor is a good all around system.
regards
Joe O

felix2 · Post by **felix2** » Wed May 16, 2007 4:17 pm

Having used VMS and very regularly using Serif MoviePlus which is very similar, I would agree. They are much more flexible, proper multi-track editors for DV, and I find Serif in particular very intuitive (and stable). Serif's forum and support is also very good.

They are also versatile when it comes to input / output formats and settings / templates. BUT (as far as I can work out), they do re-render every single frame of every video clip. Which is fine for 'lossless' DV (which tends to render in roughly real time for me), and for low-res stuff, but really isn't great for editing MPEG / DVDs. At least, the new version of VMS might be a bit more canny about not re-rendering, and they may work better for HD than they did for SD MPEG, don't know yet.

And although I find them a lot less prescriptive than VS, they really aren't as beginner-friendly as VS, with its Story Board, 'step' tabs, Movie Wizards etc.

If one program could implement even most of the best features of each of the top 5 video editing programs, it would blow the others out of the water. But I guess there's just too much programming to change any of them that radically. Guess I'll have to buy a Mac and use Final Cut Pro!

But it is annoying me that I'm trying to use Ulead VS because of its great Smart Render on DVD MPEGs and it turns round and ruins the audio...

Post by **Ron P.** » Thu May 17, 2007 4:12 am

I have submitted a customer service form on this, and sent emails to a couple of contacts with Corel/Intervideo * Ulead. I will post back the response(s) I receive. It may be a day or two for this to happen, as I must be out of town tomorrow.

I guess I better clarify that this is in reference to the survey email, not that others are trying out VMS...

Post by **jparnold** » Thu May 17, 2007 7:53 am

I wasn't complaining that this forum may not be as good as others as a matter of fact I think that this forum is GREAT and I constantly check to see if there are any posts which interest me. The tutorials also are second to none.
What I was on about is Ulead but then again are they (now Corel of course) any better or any worse than other software companies for technical advice - probably not. I just wanted to get a 'feel' from other users if perhaps Sony was any better.
Getting back to stable products. I would have thought that as a company Ulead (Corel) would have TESTED the email before sending it out.
I used to be a 'software engineer' (fancy title for an analyst/programmer) and one thing which we ALWAYS did was TEST, TEST and TEST again. WE even had USER TESTING before any software was released. It seems that perhaps some companies spend lots on R & D but not so much on testing.
Of course I have said much the same in the past regarding VS10+ which is not particularly stable (for me anyway - I know that some have no problems). I also wondered if other video editing software was any more stable.

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