Customer support experience?

[Peem]

I would be interested to hear from other forum members on their experience with Corel customer support. I asked a question of them on the 25 March 2012 but so far have not had a meaningful answer, although when I accessed my case there was an advice that it would be escalated. But nothing has been heard for over three weeks and my 90 days of free help is ticking away.

I found an online chat option today and after typing away for a while, explaining my problem, I clicked ‘submit’ only to get a message telling me I was outside the time online chat operated. Surely it would be more helpful to customers to advise this before they spent their time typing their question.

Also, I thought at one stage I had seen a phone number for contacting support but have been unable to find it since.

How would a the forum uses describe their experience with Corel support?

Regards, Peter

[Leif G]

I would suggest that you try the One time priority support. It cost only about 20$.
You get a phone number to call in Canada. You talk to a support assistant first,and then keep the contact
via e-mail.
My experience is they try to help,even if not always successful.
I found it worth the 20$ it cost me.

Leif G

[Peem]

Thanks Leif,

Although it is a little irksome that they do not seem to honour their 90 day support pledge.

Regards, Peter

[Mr Mike]

Using a trial VS X5, I inquired for help using the proper support channels. I received generic letters from the support staff with the last one that I just responded too below.

On 5/5/2012 4:24 AM, Corel No Reply wrote:
> Hello Mike Schwartz,
>
> I'm writing to remind you that I am waiting for information or feedback about your support case {Case.CaseNumber}.
>
> Would you please reply to the orginal email with the outstanding information or to let me know if your issue has been resolved? I will assume there has been resolution if I don’t hear back from you within the next 5 days, at which point I will go ahead and close your case.
>
> Feel free to view the progress of or close your case at any time by logging in to your account at http://www.corel.com and selecting "Support Cases" in the "Support" section.
>
> Sincerely,
>
> Nelson - Customer Support Representative
> Incident Number 01260197
> VideoStudi X5 video format Export

I did reply.. several times in fact.

Worst customer service experience I have had with Corel in the past 15 years.
feel free to close the case, all I received was generic response letters anyway.

I personal own 4 Corel products CorelDraw x3 - paint shop Pro X4 - VideoStudio X4 - Corel Office, multiple Lic on some products - You know to help support the company..!
I have had a couple time in the past where I did need help, and would call - problem solved...!

But this new Email support is not very efficient...! It almost seems as if they haven't read any of my replies - or just don't care, or arent trained on the product.
My favorit thing is I always get a generic responce at the end of the week it seems - we have been playing Email TAG for a couple weeks now with no favorable results.

My trial time is about up with the new X5 version of VideoStudio my problem hasn't been solved so Im not going to pay for and upgrade to X5 not knowing whether I can complete a project with it, makes sense right.

I'm not ashamed to say I was putting together my first YouTube video, and My intentions were to display " Proudly made with VideoStudio X5 in the credits " because I love my Corel Products but I can't even finish the video.

I would like to say thank you to people on this forum thou, here at least it seems people will help if they can..!

[TonyP]

I had an issue with VSP4 Ultimate where everything installed EXCEPT Boris Graffiti. I contacted Customer Support where one of their techs took over my computer and looked in the appropriate directories to make sure everything was installed. He suggested uninstalling and download/install again. That didn't work. I logged into Corel Your Way and posted of my dilemma and received quick response (thanks to Jen) and email contacts that worked with me until problem was solved.

[Peem]

Mr Mike And Tony P,

I think if it is a new system they must be having a few teething problems. I am now are getting replies to two case numbers, which are the same problem. But some of them are coming from a g-mail address which leads me to wonder if they are really from Corel. After I created my first case I accessed it a number of times through the support web site and tried to leave further information but was unsuccessful. Also, I received no replies from Corel until, about a month later I logged on and noticed the case had been closed. So I started the process again and have now received a reply although it does not fill me with hope as it has not addressed the points in my message.

When I was not having any success getting or leaving messages with my first case I also left a message through a feedback link but have heard nothing on this, which also disappointing.

Regards, Peter

[Mr Mike]

Peem funny you should mention having 2 case numbers, I did as well. I was told my case was being handed off to a higher support personnel. I got 1 letter from this person and never heard from them again.

I also noticed, the second CASE email was from a noreply@corel address..! so I emailed my first case worker with that information and got no response to that email.

The funny thing about this whole situation is I started out with Video studio X2 upgraded to X3, X4 every time there was a price drop - and while quitting a session of paint shop pro, a pop up stated try the new X5, now with the all NEW ability to import layers from paint shop pro. I was thinking WOW cool idea, and it just so happens Im in the market to make a video. The funny part is I never used X2, X3 or X4 and here I am thinking now is great time to upgrade, why use my X4 if there is a new better X5 out right. Using the program is pretty strait forward and really only took a couple of hr's playing with it to get a feel for the program.

Finally im ready to upload my clip to YouTube to see what limitations would present them selves so I could go make adjustments to my video if needed, right out of the gate I was in trouble I could not create a 360P video with VideoStudio that would render with a high bit-rate ( 2000 max H.264 for 640 X 360 in VS ) and YouTube suggested rate was ( 5000 ) so thats when I contacted Support.

The only email I got from the first case worker was - we recommend rendering your movie in 720P and in the same breath stating my movie may not appear as expected since its native size was 360P. I email back stating that Vegas video can render 360P at 5k+ and that lots of people make 360p movies exclusively that size. I asked if I could maybe upgrade codecs or something so I can do the same in VS X5 - never got a response. I've saved all correspondents with them, Mine and theirs just in case. I am almost willing to contact a higher up so they know their customer base is not getting appropriate care..!

I know there are people out there thinking well this guy just doesn't understand the nature of video and My answer to that is, your right - I also know that if you upload a 720P video that when you play it you have 2 choices for size - 360 and 720, but I see tons of 360P high quality videos with no option for a 720P or higher which leads me to believe there uploaded in 360P.

That's my Story... take care and my you be more fortunate than I.

[Mr Mike]

Just for fun I thought You guys might like to see the customer service im getting by sharing all the Corel support Emails and judge for your self, and you can follow along if you like.
Starting with the most current, Note I already closed the case but am still getting emails from them.

From Corel to me.

On 5/8/2012 2:14 PM, Corel Support wrote:
> Hello Mike Schwartz,
>
> Thank you for your submitting your question. My name is Andrew and I have been assigned to your case 01269583. I am currently reviewing it and will respond to you within 12 business hours.
>
> In the meantime, I invite you to explore our extensive Knowledgebase ( http://corel.force.com/index ) for answers to frequently asked questions. If you do resolve your issue through this avenue, feel free to inform me by responding to this email or updating your case status which can be found in the Support section of your account (https://www.corel.com/corel/login.jsp).
>
> Sincerely,
>
> Andrew
> Corel Support
>
> Your Personal Identification Number (PIN) is: --------
>
>
> ref:_00D60Jqva._50060Iu21x:ref

Then I replied..!

From: Sure Youbet [myemail@address.com]
Sent: 05/09/2012 12:26 AM
To: mycasesupport@corel.com
Subject: Re: Case 01269583 - ref:_00D60Jqva._50060Iu21x:ref

Hello, Andrew

My problem has been trying to turn my 640 X 360 native video into a
decent youtube video - I posted on the corel forum my issue.

I downloaded Sony Movie Studio 11, the $99.00 Version.

I have never Used the Program - in under 5 minuts I was able to created
& upload an mp4 - @ 5000 kbs 360P ONLY video.
See photo below for settings used, and if you would please, view the clips

Clip Using Sony 360p 5mg clip http://youtu.be/iZ0TFUK_07o
Video Studio X5 360p 2mg clip http://youtu.be/jD_PjnYkEfU

Both the clips were made using the same 9 second original, 640 X 360
178meg .avi.

The clip made using Corel VideoStudio X5, mp4 - @ 2000 kbs ( 2000 kbs
is max in VS X5 ? ) 360P ONLY video. and the only thing I can spot thats
different between the 2 programs
is the Sony Movie studio Says Format " AVC " and VideoStudio says
Encoder " ULEAD mpg-4 vio Driver " --> is it possible to get the AVC
format in to VideoStudio ?????????

There is a big color difference between the videos, the higher bit rate
Sony Movie Studio has the " deep red color " I need for my terminator
scanning clip and the video is clearer as well.
I would really Like to achieve the same results using Corel VideoStudio
- if at all possible because I already own several other Corel products.

Thanks Heaps for the help Mike S.

See My Next Post for there response.

[Mr Mike]

I got 2 emails from Corel today...! the first one was at 2:25 Pm today and the second one right after was at 2:28 Pm
Now im being refered to as Mr / Ms - Mike Schwartz - Not a good sign..!

Dear Mr./Ms. Mike Schwartz,

Thank you for contacting Corel Customer Support.

I am currently investigating the issue. When I have a suggestion, solution, or require more information I will respond accordingly. Thanks for your patience.

Please do not hesitate to contact us with any further questions.

Regards,
Andrew
Corel Customer Support Services

Here is the second - notice that neither email responds in any manner to my problem, Just a Generic letter..!
Also Note that I closed the case days prior, and never reopened another, however I did ask to be transferred to a different support specialist several emails Back because this is all I am getting for help in the last 2 weeks +

Dear Mr./Ms. Mike Schwartz,

Thank you for contacting Corel Customer Support.

I see that you have opened a new case on the same issue. As this case is now a duplicate, I will link the cases together and will be responding under case# 01269583. As a result I am closing this case.

Please do not hesitate to contact us with any further questions.

Regards,
Andrew
Corel Customer Support Services

IMPORTANT: When replying, do not delete the contents of this message. This information allows your replies to be seen and responded to by agents.

Your Personal Identification Number (PIN) is: ---------

To check on the status of your case, log in at: https://www.corel.com/corel/login.jsp and select Support Cases.


ref:_00D60Jqva._50060IsXVm:ref

I have received Aprox 8 emails in the last 2+ weeks from Corel, and all but one ( which states we recommend using 720p for your uploads to YouTube ) have been just like the ones above, they say hi and then I reply explaining my problem and I get no useful information back..! Either I am having bad Luck or this is a break down in communications of some sorts.
Ill keep you posted if i get another - however I am going to call and see if i can talk to a manager cause i only have a couple days left on my trial VS X5.

[Peem]

Well, it is all happening now. About six weeks later I now have replies quoting four different case numbers and some replies from g-mail addresses [ but can I be sure these are genuine replies?]. And all this is about the one problem. The trouble is, it is so long ago since I first encountered the problem I can’t remember all the steps I tried to solve the problem. A few weeks before reporting it to support I asked a question on this forum and a number of people here tried to help, without arriving at a solution. But it all seems so long ago.

Peter

[Mr Mike]

Well, it is all happening now. About six weeks later I now have replies quoting four different case numbers and some replies from g-mail addresses [ but can I be sure these are genuine replies?]. And all this is about the one problem. The trouble is, it is so long ago since I first encountered the problem I can’t remember all the steps I tried to solve the problem. A few weeks before reporting it to support I asked a question on this forum and a number of people here tried to help, without arriving at a solution. But it all seems so long ago.

Peter

Your right Peem, the people on the forum are very helpful - I have 2 people that have been coming up with great ideas and have solved a UAC problem I had with WMV templates.
Im sorry to hear about Your 6 week long ordeal and would hope that's not typical for the average person, maybe you & me just have bad luck.

As for the GMAIL Emails, before responding to them contact sales and or open an online chat session on Corels website and ask if Gmail is an official form of correspondence.
Lators.

[Peem]

I had hoped my previous posting on this topic would be my last but feel I must add another comment as I have never previously experienced such confusion with a customer support problem [and I have been using VS since v10].

I have reported one problem with x5 to support and at one stage had four case numbers operating but now I think we have it down to one case number, but that number does not appear on my list of cases on the support web site. However, I am getting emails from a no reply address telling me they are still waiting for a response to the unlisted case when two days ago I received an e-mail about the same case number with words to the effect – be patient, we are still investigating your problem.

I suppose my reason for posting this is to find out whether this situation is an isolated instance or whether other people are experiencing difficulties in dealing with support.

Regards, Peter

[df]

The last time I contacted support regarding Corel Paint Shop Pro I got the automated response. I kept checking on it, adding to it (it's been a while and now may be a different system), and then after a while was sent a notice that since there was no activity on the case it was now closed with no further action possible. That's it, thanks and have a nice day goodbye. Since then I've never tried to contact Corel again, it's pretty pointless when they just ignore you until your ticket times out, even when you're commenting on it, asking about it, almost daily. If the program works, it works. If not, DO NOT BUY IT!!!! It's that simple.

[Mr Mike]

Update.! I ended up applying for a refund for VS X5, after the 30 day trial and solving problems I was having... I purchased the Upgrade from VS X4 to X5 but then a new set of problems surfaced dealing with layers from PSP X4, fearing the inevitable email support, I called and asked if I could speak to a manager from tech support, I was told that I would get a call back within 2 days. After a week I called again and was told the same.. and with the same outcome!

The length of time used to solve problems through Email support, I believe is beyond what is normal. Solving issues I had for the most part were done through this forum by helpful members. This is all unfortunate because I really like the ease of use, and abilities of VS X5. What I really think is VS X5 was released before the program was mature enough.. the support staff are under trained as well as overwhelmed and inundated with emails.

One of the reasons this is all unfortunate is Ive had time to work with a different consumer grade video editor that has a steep learning curve, VS X5 like other Corel Products has a GUI that is more intuitive to work with. there are fewer functions to work with at the surface but as you dig in more complex abilities are there to explore, which I love because the program allows me to accomplish more as my capabilities improve. However Corels Tech support has literally forced me to look elsewhere in fear of a long drawn out email campaign for problems I encounter, I am more then wiling to work out issued and limitation with VS X5 through Email support.. just not when it takes weeks to do so.

I could continue using VS X5 and just avoid the problem areas.. but that would be excepting & further enabling their tech support policy which I wont do, I am hoping by asking for a refund that my voice will be added to others as a vote of disapproval to there current email tech support procedures.

[Peem]

Also an update.

On 18 May, after much confusion with multiple cases on the same problem, I received this as part of a reply to a case number that does not appear on my list of cases at Corel support -

'We are still looking into this issue so please keep posted by visiting our site from time to time for future updates.
Service packs are made available at our website, you can check there for patch updates as they are made available. But as for the moment, there are no tentative dates as when the next patch or newer version will be released so we advise you to check it on a regular basis.'

So I don't know when a solution is likely but thought I should update this thread. All cases are closed, with no solution.
Regards, Peter