Wot no content pack?!

jjmitchell · Post by **jjmitchell** » Fri Jul 27, 2007 10:01 pm

I've just upgraded from VS10+ to 11+ for ¢G35. It was advertised as coming with WinDVD 8 and more content than VS10. However when I received the download link it was just for the software itself. No WinDVD and no 'content pack' that I received when I downloaded VS10.

Currently my copy of VS10 does lots more than my copy of VS11! VS11 simply as no templates, flash content etc. Furthermore, when I try to e-mail Corel by going to their customer support page the 'e-mail' link doesn't seem to do anything. All I get is an automated list of possible answers to my question. When I go to the 'questions' tab, there is no record of my e-mail. Aarrrrrgggghhh!!!!

Is this normal service? Do other people think I've got what I paid for or have I been done? Also, Is this typical customer service or is there server just playing up?

HELP!

Jonathan

Post by **Ken Berry** » Fri Jul 27, 2007 11:08 pm

Did you buy direct from Corel/Ulead? If so, the email giving your the first link for the program should (normally) have contained two other links, one to the Extra Content Pack and the other to the Bonus Pack. WinDVD should be in the latter; and the extra templates etc in the former.

When you installed the program, did you register? You can only contact Support if you are a registered user (go figure!). Beyond that, all I can say is that Support has been one of the weak points of both Ulead and Corel. Don't know if there are any problems currently with their server as I don't work for them...

jjmitchell · Post by **jjmitchell** » Fri Jul 27, 2007 11:13 pm

Thanks Ken,

I did order directly from them. The e-mail only had one link however. I thought another might arrive when I registered but it hasn't. Never mind. I'll ring them on Monday and see if I get any joy!

Cheers,

Jonathan

Post by **Ken Berry** » Fri Jul 27, 2007 11:15 pm

No, the three links should have come in the single message... BUt you still didn't say whether you registered or not...?

jjmitchell · Post by **jjmitchell** » Fri Jul 27, 2007 11:22 pm

Yep - I did register. Very strange.

Here' a transcript of the e-mail (with personal data removed)...

Dear Valued Customer,

Thank you for placing your order with the Corel Store. Please save this email for future reference as it contains important information that you may need should you have any questions about your order.

Order Details
Date of Transaction: 2007-07-26 17:32:17.0 EST
Order/Invoice: CorelGlobal-*******

Billing Address
(removed)

VAT No GB **********
Corel Corporation
1600 Carling Avenue, Ottawa, Ontario,
K1Z 8R7, Canada

QTY Product Delivery Method Unit Price Total
1 VideoStudio 11 Plus Upgrade - Download Download £30.62 £30.62
Subtotal £30.62
VAT 17.5% £5.36
Total VAT £5.36
Total £35.98

Your purchase contains electronic products that you will need to download and install. To begin the download process, follow the instructions below. Downloading and Installing Electronic Products

Important: Before proceeding, please view the instructions by clicking "Click to View" in the grid below

To begin the download, click on the "Click to Download" link below.
When prompted, click SAVE and save the file to a known location on your computer such as your Desktop so you can locate the file later.
Locate the file on your computer and double-click the icon to begin the installation process.
Product Serial Number/Purchase Key Download Link Activation Instructions
VideoStudio 11 Plus Upgrade *****-*****-***** Click to Download N/A

Please Note:

A purchase key may not be required for some products. If a purchase key is listed for your product, please enter the purchase key when prompted and follow the instructions to activate the product. Please be sure to enter the purchase key exactly as shown above.

Customers who have purchased download insurance can re-download the electronic version of the product at any time and no immediate action is required. If you have not purchased download insurance, you will have 30 days to download and install your product.

Questions:

For any questions, please contact Corel Customer Service at Support.Corel.com.

All installation/activation or questions/comments about the status of your order and/or your shopping experience with the Corel Store may be submitted on support.corel.com.

Regards,
Corel Customer Service

robertjohnson · Post by **robertjohnson** » Sat Jul 28, 2007 5:05 pm

I have exactly the same problem, it's very frustrating.

I have managed to copy the 'content' folder from VS10 into the VS11 directory, but it doesn't help much, just provides the DVD templates from VS10.

I also called Corel support USA (UK was closed), and was told that they couldn't help me.

I ordered through Corel's UK website - maybe should have gone to Ulead's site.

Anyway, very poor performance and a VERY irritating web site - I did exactly the same thing on the KB, was offered a few inane distantly related 'selections' to my problem, and went round in circles.

Not very happy at the moment.

robertjohnson · Post by **robertjohnson** » Sat Jul 28, 2007 5:11 pm

At this point in time Jonathan, if you've wasted as much time on this as me, I'd say we have been done! I'm not too impressed with Corel at this moment, but am hoping the mistake will be sorted out soon.

jjmitchell · Post by **jjmitchell** » Sat Jul 28, 2007 6:29 pm

Hi Robert,

Thanks for the response. It's nice to know it's not just me! Another thread on this forum presented the following, alternative 'customer service' form...

http://www.explorecommerce.com/publisher/1231/5440.htm

It has 'Ulead' written on it, even though its not in the web address. I haven't tried filling it in yet but I will in a moment. I'm also going to give Ulead a ring on Monday. I managed to phone them at 5.01 last night and they'd shut. It took me ages to find the number!

Anyway, I'll let you know as soon as I get any kind of response.

Cheers,

Jonathan

jjmitchell · Post by **jjmitchell** » Mon Jul 30, 2007 8:19 pm

Hi Robert,

I managed to contact Ulead customer servces in the UK, which seems to be single handedly run by a very helpful German lady! Anyway - she's sent me a link to the content pack which I'm in the process o0f downloading from Corel's ftp server. Unfortunately it's going at about 3kb/s and keeps dropping the connection so I'll probably still be downloading it at this time tomorrow! If I get it and am able to send it to you somehow I'll let you know. If you'd like me to, then send me a message with your e-mail address.

She also told me that only a demo version of WinDVD8 is included. That's not the imresssion I got but, to be honest, I couldn't be bothered to argue as I already have WinDVD in some version. Perhaps others can enlighten me if she's wrong! I'm still not hugely impressed!

Cheers,

Jonathan

Svuppe · Post by **Svuppe** » Mon Jul 30, 2007 8:45 pm

jjmitchell wrote:She also told me that only a demo version of WinDVD8 is included.

It doesn't look like a demo version here. But it is a stripped-down version, with some advanced options/features disabled.

jjmitchell · Post by **jjmitchell** » Mon Jul 30, 2007 8:51 pm

That's interesting. She implied it wasn't worth downloading and didn't even bother giving me the link - even after I specifically asked. I think I'll get back to them! She told me I'd have to buy the full version if I wanted it.

Jonathan

Black Lab · Post by **Black Lab** » Mon Jul 30, 2007 8:57 pm

Svuppe wrote:
jjmitchell wrote:She also told me that only a demo version of WinDVD8 is included.
It doesn't look like a demo version here. But it is a stripped-down version, with some advanced options/features disabled.

What's the difference?

Svuppe · Post by **Svuppe** » Mon Jul 30, 2007 9:03 pm

I don't know all the differences, as I never have had a full version of WinDVD. But if I go into the Video Center, the Advanced button is grayed out, as well as the Color, Video Effect and TimeStretch tabs.

Black Lab · Post by **Black Lab** » Mon Jul 30, 2007 9:27 pm

No, I mean what's the difference between the terms "demo version" and "stripped-down version". Neither are the full version so, to me, demo or stripped-down is the same.

Just knit-picking.

Svuppe · Post by **Svuppe** » Mon Jul 30, 2007 10:19 pm

Well, a demo version of something could be (and often is) time-limited.

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