(UPDATE: Resolved!) A reason to wait on VS X8 Ultimate

[tanguero]

(2 Mar 2015: Title and first 3 lines updated to reflect more clearly that the issue is resolved.)

(UPDATE: Seems OK now--see updated posted below 26 Feb 2015)

At least if you plan to use the 32-bit version....

The installation file download links they send you incorrectly include, for the 32-bit version, the PRO executable (VideoStudioProX8_32bit_1Main.exe) and NOT the ULTIMATE. The filename that the instructions refer to is VideoStudioUltimateX8_32bit_1Main.exe (so it's not like the 2 files happen to be the same). The 64-bit file downloads correctly (and also does have Ultimate in its name).

Cleverbridge, the software distribution service used by Corel, acknowledges the problem, and FIVE DAYS LATER says they are still unable to get Corel to respond even to them! (Even they suggested that I request a refund!)

I file a support request with Corel (using the support ID that I received with the purchase), and I got a reply several hours later that "Steven" is "reviewing my case" and will "get back to me shortly." Well, a whole day later, and not a weekend day either (really, how long does it take to send me the correct link to one file that presumably already exists?), still NOTHING.

It's like they turned out the lights and went home in Corel VS marketing, sales, distribution and support years ago and no one told the development team, which is still churning out incrementally different products annually with zero infrastructure around them. My guess is that Corel (or at least the VS line) is going to go belly-up before V9 comes around--they don't even seem to be taking themselves seriously.

Since I'm a new user, not tied in to VS as long-time users are, I would have disappeared long ago and found another product. The only reason I'm sticking around is that it's the only halfway decent NLE editor out there that still runs on Windows XP (if someone knows of another, please let me know). And I already accepted the fact, based on comments on the forum, that the product is sold "as is" with truly zero support, notwithstanding any claims to the contrary by the publisher. But, incredibly, they can't even seem to get the correct product to me five days later!

Needless to say, I cannot comment on whether the files even install correctly or without glitches, since I don't have the proper files to install.

Well, I'll let you know if Cleverbridge actually confirms that they have the correct product now, but until then, if you want the 32-bit Ultimate, don't bother buying anything since you won't get it and you'll be pulling teeth trying to get Corel to do anything about it. I don't know if the boxed software has the same problem.

[lata]

Hi

As far as I know the Ultimate and Pro versions of the main program are identical. At least that’s how its been for earlier versions.

X8 program downloads have also been split into two sections, the “Main” program (1.4 Gb ish) and a “Contents” file (860Mb ish).
Purely because of the sizes and download times. (X7 was provided as a single file over 2 Gb)
The Contents file would complete the installation by providing additional templates / filters.

I guess the Main file would be similar to the trial program.

For the Ultimate an additional Bonus file is provided, this contains the ProDad, NewBlue software associated with the Ultimate program

But yes it’s a little worrying when downloading an apparently wrong file.

So for the Ultimate version you should have three files, then an additional Bluray Add-on at an extra cost.

[Ken Berry]

When I got my package, the main program file was VideoStudioUltimateX8_32bit_1Main.exe so unless they changed that in the past couple of weeks, they did indeed send you the wrong program if you were indeed wanting Ultimate. But as Trevor said, as far as we are aware, the program itself is exactly the same whether Ultimate or Pro, with the only difference between them being the Bonus plug-ins with Ultimate, plus a different splash screen and About entry under Help.

[tanguero]

Well, I actually got a very complete reply from Steven of Corel (I had a few additional questions as well, though the incorrect Pro file was the most important one.

He DID send me a link to the correct file. And they are NOT the same file with a different name: VideoStudioProX8_32bit_1Main.exe size is 1,351,112 KB and VideoStudioUltimateX8_32bit_1Main.exe size is 1,376,570 KB (and the 25 MB difference cannot be explained by a different splash screen under Help > About). He also confirmed that the problem with Cleverbridge has been fixed for future purchasers (confirming indirectly that there was a problem (which apparently got introduced after Ken bought his).

He also properly answered my other questions (so I take back 60% of the nasty things I said about Corel support!). And even though it took 5 days for me to get this resolved after purchase, once I filed the report with Corel (initially I was trying via Cleverbridge), it was indeed resolved the next calendar day, about 36 hours later.

[TonyP]

Maybe change the title of your post since Corel did solve the problem?

[tanguero]

Maybe change the title of your post since Corel did solve the problem?

I did, from "(Yet) Another reason not to" to "UPDATE: (No longer!) Another reason not to," for that very reason, though I guess the double negative may be confusing. But I changed it again to be clearer.

[Budda_357]

Hi, Guys
I was sent links to VSX8 Ultimate on the 27th Feb and the downloads for the 32bit version says “VideoStudioProX8_32bit_1Main” the bonus for the 32 bit is for the ultimate “VideoStudioUltimateX8_32bit_3Bonus” unlike the 64bit main installer “VideoStudioUltimateX8_64bit_1Main” am still waitng for a reply from Corel as have not receive a reply from my first support ticket so just logged another as just tried that link again and still saying 32bits main is for pro tanguero which department was Steve from Corel that you received your reply. from?

[RobertOZ]

That's strange, this is what you should have received

[Budda_357]

Hi Guys
Well I am now up to my third support ticket re the 32bit download of VSX8 Ultimate my last ticket was closed by Corel because I mentioned that tanguero received the correct download link finally for VSX8 Ultimate even pointing out that the file names are different and the fact that the splash screen on launching the VS programs are different and have been different for Pro and ultimate to date in addition, that now the 32bit version of VSX8 ultimate downloaded from the link supplied to tanguero is larger than the one for the VSX8 Pro version he first received.
You would think that they would get some training or at least use the products this is the type of replies you receive when customer support gets farmed out to 3rd parties a carbon based automated response drone that does not compute know or has a grasp on the products they are suppose to support and represent.

My last reply today "Thank you for submitting your question. My name is Jose Gerardo and I have been assigned to your case 02251342.

I have reviewed the case and understood why it was considered as resolved. As the representative have previously explained, there is no difference between the two versions aside from the exclusive video effects included with the Ultimate version.

Please install VideoStudio X8 using the Pro version that was provided and then install the Bonus pack installer from the order confirmation email to add the exclusive video effects for Ultimate.

Sincerely,

Jose Gerardo
Corel Support"
So I have now requested that he should check with the Corel engineers who should (and will) confirm that indeed there is a difference between Pro and Ultimate like every other version of VS Ultimate I have. From what is mentioned re the 25 meg file size difference for the Ultimate versions of VS I would hazard a guess now that there may be code inserted that won’t let you install the Ultimate bonus pack into VSX8Pro version installs.

Hi tanguero if possible can you tell me the surname used by the Corel Steve that replied to you that or if you or Ken Berry could post the link for the 32bit VSX8 Ultimate version which would be appreciated.

[lata]

Hi

As far as I know the Ultimate and Pro versions of the main program are identical. At least that’s how its been for earlier versions.

X8 program downloads have also been split into two sections, the “Main” program (1.4 Gb ish) and a “Contents” file (860Mb ish).
Purely because of the sizes and download times. (X7 was provided as a single file over 2 Gb)
The Contents file would complete the installation by providing additional templates / filters.

I guess the Main file would be similar to the trial program.

For the Ultimate an additional Bonus file is provided, this contains the ProDad, NewBlue software associated with the Ultimate program

But yes it’s a little worrying when downloading an apparently wrong file.

So for the Ultimate version you should have three files, then an additional Bluray Add-on at an extra cost.

[Budda_357]

Hi,Lata
You are correct accept for Ultimate the launch splash screen actually has the word Ultimate displayed where pro version displays pro in adition, the VSX8 the 32bit ultimate the download most others have been downloading has the file name title "VideoStudioUltimateX8_32bit_1Main.exe" the download link I received the file name of the download is “VideoStudioProX8_32bit_1Main” where the 64 bit version of VSX8 ultimate file downloaded was VideoStudioUltimateX8_64bit_1Main therefore there are 2 different downloads for both the 32bit and 64bit version one for Pro and one for ultimate according to what others have downloaded for their 32bit VSX8 Ultimate they have received is larger by 25meg then supposed Ultimate file I downloaded which was VideoStudioProX8_32bit_1Main the size of the file I downloaded is 1,351,112KB if the Pro and Ultimate are the same program then why is the VideoStudioUltimateX8_32bit_1Main.exe received by Ken Berry and tanguero 1,376,570KB in size it was only after tanguero brought this up with Corel and received a different download link than the one supplied by Cleverbridge for the 32 bit version of VSX8Pro/Ultimate that this downloads file name now has dropped the Pro and is replaced by ultimate in the 32bits file name.

Update So there is different download received this reply
Thank you for contacting Corel Customer Support.
Thank you for patiently waiting. I have asked Steven and was provided with the following download link:
Please let me know if you have further concerns on this matter.
Please do not hesitate to contact us with any further questions.
Regards,
Jose Gerardo
Corel Customer Support Services
And the link that I left out is now the correct file wish they could get their act together before i die don't hold out much hope with Corel. at last!

[lata]

Hi Budda

Yes I understand that the program files are a different size, but after installation the programs functionality are the same, at least we cannot see any difference.

Video Studio X7 had similar issues with file sizes.

If you vied the programs Compare versions PDF there is no difference other than the Ultimate Bonus pack.

But again the file difference does seem to cause some concern?

[Budda_357]

Hi, Lata
If the only difference is basicaly the splash screens one has pro the other just says ultimate you would not think the file difference would be about 20meg.
I did not install the 32 Pro version I have has anybody tried to install a ultimate download bonus pack into a pro install of VSX8 32 bit?
One other strange thing was the beginning of the link that was posted for ultimate 32bit download http://store.paintshoppro.com/ thought he sent me the link for downloading PSP but it gives the "VSX8 32bit Ultimate main"
It is a shame that Corel support is not as good as the Corel forum!!
Cheers

[tanguero]

Sorry, Budda_357, I wasn't monitoring the forum for a while, but I see you got your problem resolved.

I don't see any problem posting the link for others who continue to have the problem (in case Corel-left-hand never figures out what Corel-right-hand is doing ...). It is not a trial version and needs an installation code from the get-go (otherwise it's the software equivalent of a brick), so it's only useful for those who have made a legitimate purchase and have an installation code.

Regardless of whether Pro and Ultimate do "almost" the same thing, it's a pretty brainless response from the first reps to say "well they're the same so just use the Pro." They are CLEARLY not the same file--why should any purchaser have to take it on faith that the two programs work the same when there is a 25 MB file size difference? When there is clear evidence that it falls outside the naming pattern and that the real file exists? They ARE different binaries and WILL install different binaries. Even if there is no restriction in Pro to work with Ultimate plug-ins (which is far from clear), the very fact that you now have a different installation than the rest of the world means that there is a potential for problems that will not be reproducible by others (because their configuration is different). This is such an elementary aspect of software development/quality assurance/change and version control, that a hand-waving argument to the contrary is just irresponsible. (And since the Ultimate plugin installation files have no separate installation code, there is every reason to believe, just from a licensing and privacy prevention standpoint, that the Pro installation WILL AND SHOULD HAVE INTENTIONALLY BEEN DESIGNED not to function with the Ultimate addons.)

Not to mention that half of tech support being unable to locate a file that obviously exists and is the main installation file for your software is just pathetic.

I've started using VS for the first time recently and I'm really quite impressed by its capabilities and the wealth of quality special-effect plugins they include (Mercalli made a vertigo-inducing horseback mounted video very watchable with just a single click and default settings--wow!). And the price for all this functionality is amazingly low if you think about it (I've paid more than that for a couple of video conversation utilities and the like that combined do 1/10 as much as VS does). But their inconsistent (read: sometimes good or even great, but usually pathetic) support is like stealing defeat from the jaws of victory. What a shame.

[Budda_357]

Hi, tanguero
No is not the trial version here is the link for 32bit VSX8 Ultimate download http://store.paintshoppro.com (link removed by admin-lata) (no wonder they can not get the right link if you are getting from the PSP shop?) for any others whom have been sent the Pro download links instead of ultimate it only took Corel support 3 weeks to sort out ##### my wondferful (useless) FREE warranty support runs out in 5 days so I have been reminded but I am so lucky because they mentioned I can purchase more yipee which will put money in CEO Tom Berquist pocket so he can afford to pay royalties to the original Mr Corel Michael Cowpland I think not would get better value for investment return of sticking that sum of money it into a one arm bandit
Cheers

Post updated by Lata--
Budda -- I would think that link is personal for your eyes only and not for the open forum.
I don't suppose where the server is located matters -- provided the file is correct, which it is.