Corel Customer Support - An unprofessional approach

[Berzelius]

I recently emailed Corel Customer Support with a query about VideoStudio 11. Their reply, which surprised me to say the least, was that I would have to pay extra for any help on this query- something called Priority Support. However, leaving that aside, they suggested that I could use the Corel Newsgroups. When I followed the link given I found that, in fact, there was nothing about VideoStudio. It is quite obvious to me that they had simply cut and pasted this link without even bothering to check whether it would be any use to me.

And, to add insult to injury, they did not even mention this forum, the one place that might be of help.

All in all, I am totally underwhelmed by Corel support. Perhaps someone would care to explain this slapdash attitude on their part.

[Ken Berry]

Sorry but none of who "work" here on this Board are Corel or Ulead employees. We are all simply users who have been using the various products for years and volunteer our time to help out others.

But I am afraid that yours is only one of a rapidly increasing number of complaints about service, links and customer support that have emerged since Corel took over more than a year ago. We have attempted to draw these complaints to Corel's attention, but with mixed results. In some areas -- such as with the recent release (albeit after a long delay) of the patches and Power Pack for Video Studio 11 -- the result has been quite positive. But in others the result has been patchy to say the least, and mostly negative or non-existent.

[Pavman]

Sorry but I have to jump in!

Unfortunatey Corel has not changed, this is a company that has taken some of the very best software in th industry IMHO and destroyed it by thier lack of understandiung the customer. Yes, I am mad at them too, they have forced me to Microsoft and Adobe products when they could have still held the market.

Take for instance WordPerfect, this was the industry standard in word processing, much more logical, stable and easy to use, now destroyed.

Another example is CorelDraw - you don't here much from them any more do you? Enter Adobe Illustrator which was not as good a product, but it worked when CorelDraw crashed, now Adobe has all thier old customers.

It is my opinion that Corel focuses on continuiously adding more and more features to thier products, while ignoring thier current customers issues, perhaps beacuse they do not have any customer service so they just ride along with blinders on thinking everything is "hunky dory".

Users such as myself are buying thier new versions of software hoping for a more stable, and faster software as the priority #1, any added features are a bonus. Corel, wake up! Fix what you have first or you wil loose this group of users as well. There is a reason professionals do not trust your software and are un-wiling to buy your professional grade offerings, it starts here. Thre has to be value in what we are paying for - if everything worked as it should I would state that this software is cheap, right now right it is overpriced.

Admittedly, this is a entry to mid level product which I do like. Many of us have used this product to learn how to make videos and photo DVD shows with relative ease, but after the learning curve we are expecting a little more performance and a stable product. Corel has to prove they can do it right with VS11 Plus before I woud be willing to invest more time in thier product, otherwise I will be looking elsewhere for my next projects.

Remember the old quote. "If you don't listen to your customers, someone else will"

[phd]

But I am afraid that yours is only one of a rapidly increasing number of complaints about service, links and customer support that have emerged since Corel took over more than a year ago.

Ken,

I would disagree. Support has always been atrocious ever since Ulead was a separate company.

I have emailed them and most of the time they didn't respond.

If they did, and suggested something, I would try it, tell them is didn't work, and they would repsond with exactly the same suggestion.

I had a problem with their "professional end" product and certainly didn't receive professional support (MSP7.) I didn't receive any support.

Any wonder why I never upgraded to MSP8?

[sjj1805]

Berzelius

I recently emailed Corel Customer Support with a query about VideoStudio 11. Their reply, which surprised me to say the least, was that I would have to pay extra for any help on this query- something called Priority Support. However, leaving that aside, they suggested that I could use the Corel Newsgroups. When I followed the link given I found that, in fact, there was nothing about VideoStudio. It is quite obvious to me that they had simply cut and pasted this link without even bothering to check whether it would be any use to me.

And, to add insult to injury, they did not even mention this forum, the one place that might be of help.

All in all, I am totally underwhelmed by Corel support. Perhaps someone would care to explain this slapdash attitude on their part.

I have taken this up with Corel and they have requested information regarding the email address that you sent to - i.e. the UK one or the U.S. one.

Please forward a PM to me with this information so that I may get back in touch with Corel regarding this complaint.

Thank you.
Steve Jones - Forum Administrator