Are you satisfied with Ulead's 'technical support'?

dmc161 · Post by **dmc161** » Mon Aug 22, 2005 12:37 am

Are you satisfied with Ulead’s ‘technical support’? Do you get responses to your questions in a reasonable amount of time? If you do get responses, are they of any value? Do you, as I do, find it unacceptable that the company you purchased software from expects you to resolve your own problems with their software via a user forum?

If you are not satisfied speak out! We are Ulead’s customers and we are entitled to expect the company to support the software that we have purchased. From what I am seeing, I am not alone. Let’s wake the company up!

GeorgeW · Post by **GeorgeW** » Mon Aug 22, 2005 12:59 am

Being that this is your first post here on the user forums, it is hard to determine if you have had a problem that is unresolved.

Was there anything in particular that you could not get help with? Maybe someone here could help with your issue

pete · Post by **pete** » Mon Aug 22, 2005 10:08 am

Yes iam satisfied with Uleads technical support i have had good response to questions that i have asked, as for the forum i have found it very useful as i have learnt how to avoid problems and do things in the right order as most problems seem to be people like you and me not getting our settings right and by useing the forum avoid problems we might otherwise encounter and when we do have a problem that we can't solve some one else may have all ready solved it and put us strait saving a lot of time,i have leant a lot from the forum.18 months ago i did not know how to turn a computer on let alone edit a video, i have had very few problems and done some great DVDs thanks to the forum
Cheers Peter

rdenny · Post by **rdenny** » Mon Aug 22, 2005 11:34 pm

pete wrote:Yes iam satisfied with Uleads technical support i have had good response to questions that i have asked, as for the forum...

Huh? I am unaware of any ULead employees in this forum. I don't want to make anyone feel bad... but it seems to me that there are a lot of "old wives' tales" circulating about on this forum. I have encountered what are clearly bugs in the software -- and I understand no program is bug free. But it would be really nice to know that someone is listening, and that genuine bug reports are being addressed for future releases.

I am not satisfied. ULead needs to be here.

-- Bob

Post by **Ron P.** » Mon Aug 22, 2005 11:52 pm

I don't know if this will ruffle feathers or not, but it's my two cents worth on this topic.
Ulead does have some great products for consumers. However I do think that there tech support is lacking. They are not the only company suffering from this attitude, there are plenty of others. Most however realize that if there customer support is bad, word will get around and will hurt them in the long run.
Now what frustrates me is the following.
Did Ulead start this forum to assist customers with problems? Is it hosted by Ulead? If the answer to either of those questions is yes, then I do believe that Ulead should have a representative monitoring these forums.
I'm a member of a few forums concerning graphics/web design. One being a forum setup by the program manufacturer. It is constantly monitored by several of the developers. They have a specific forum for reporting bugs. If it is a bug then it is fixed, and generally within a month another "beta version" is released with the bugs fixed. If no bugs are reported within a period of time then it is released to the public as an updated version.
Anyway what is obvious is that they do indeed worry and are concerned that there products are going to function as they should, that the customers are satisfied. They even offer help in how to do certain things with the programs. I mean a developer or some company member doing this. There's others around that do, but not many.
So yes I agree that Ulead suffers in the tech/support catagory. They should be paying some of the folks here that have been around to help fix their buggy programs. They should feel very fortunate to have them doing this for free. Because without this, I know I would never have purchased one.
Soap box done, sorry

Humble1 · Post by **Humble1** » Wed Aug 24, 2005 7:15 am

I find the quality of tech support uneven. Some of the reps seem to understand my questions and provide answers that are useful. Some seem to have one answer and if it fits your issue it solved.

It would be interesting, if it were possible, to have callers with questions have the capability to ask for a rep by name. I have a hunch some may not have so many callers asking for them while others would have a line. I would wait for a while for a rep that I considered capable.

steve_tb · Post by **steve_tb** » Wed Aug 24, 2005 9:22 pm

No, I am not saisfied with Ulead technical support. I have yet to receive an answer to any of the problems I have reported, just an email apology for taking so long to get back to me and then nothing.

vrv · Post by **vrv** » Sun Sep 18, 2005 11:02 am

After several days, still unable to log in "my account" and when send the forgot password email - no response.
I am afraid I will have to re register all products.
The forum is the best place to go for info - they have been there and done that - Ulead is in business to make money not to offer "free" tech support.
cheers

jchunter · Post by **jchunter** » Sun Sep 18, 2005 10:24 pm

Send an email to ronald@ulead.com about the problems you are having with the Ulead web site - especially your inability to log-in.
John

Tommaso · Post by **Tommaso** » Tue Sep 20, 2005 5:59 am

I'm still new to this and have only reported one problem, so I don't know if it's typical. The response to that one problem was however pretty dire. I guess I can understand the 're-install cures everything' mentality especially if the support team is small and under pressure. I can't find such sympathy for the refusal to accept a problem exists when it clearly does, then just not responding.

I have found more useful help on this forum so far and I expect that will continue to be the case.

bm · Post by bm » Tue Sep 20, 2005 4:30 pm

Ulead Tech Support is the worst. I've had Video Studio since back to version 4 and I never got any resolution to any problem I contacted them about. I most recently this year found a problem with VS 8 & 9 where you can't write to a drive path. A function in windows back to the first release of Win2000 and now included in all versions of XP and Windows 2003. This works fine in VS7. I got a stupid answer back and I wrote to them 6 times and never got another response.

The worst!!

BriH · Post by **BriH** » Tue Sep 20, 2005 7:35 pm

Hmm reading the posts quite a few members give Ulead the thumbs down, yet some have purchased nearly every version of Studio? aint that a bit like shooting yourself in the foot, I use the forum to get help and tips from the the people who have the knowledge to give.(and I bet Ulead do also) what would we do without it?. as for the support I'm afraid it happens nearly everywhere.
If I get upset with Ulead I'll just move on.

bm · Post by bm » Tue Sep 20, 2005 8:09 pm

The reason some of us have all the versions is because back in the earlier versions, there was nothing else or at least nothing for a $50 upgrade. If you want to spend $300 + you can go and get some of the Adobe or others.

If you want to say you'll just move on and get something else, you are fortunate you don't have much time invested in a product trying to get it to work and have many projects already figured out and edited. In addition there are alot of other products to buy that are inexpensive.

I haven't upgrded to the VS9 but I did try the trial version. I upgraded to the new Nero because I wanted to get their backup functionality and found they have video editing. In fact I found their product doesn't seem to have the sync problems that VS has.

And NO not all companies have Tech Support that stinks but this one certainly does. Since companies like Nero and Roxio have video editing included and have a large following, Ulead may have to re-think their service because people will decide to go elsewhere as you've indicated.

snemmelp2 · Post by **snemmelp2** » Thu Sep 22, 2005 1:14 pm

It is almost 72 hours now that I downloaded and installed VS9.
It is almost 68 hours now that I had to uninstall the beast.
Have a couple of questions running with tech support in order to get the thing properly installed and running.
I also posted the issues on these boards.
I am not ready yet for a vote right now.
I give'm another 24 hours.

Noumea Fred · Post by **Noumea Fred** » Fri Sep 23, 2005 3:55 am

No I am not happy with this lack of service. I upgraded my VS 8 to VS 9 5 days ago, no problem with the software downloading, but I can't download the addons (675 Mo) with this ........... Smart Download.
I sent 4 support forms + 1 email with all details, including screenshots of the non working Smart Download, I just need the French FTP Address.....but nothing.
Having too much problems with Pinnacle I changed for VS, and now I have also problems with VS, do I need to change for Adobe ?????
Bye Fred