Lack of Customer Service?

Wondering · Post by **Wondering** » Mon Jan 02, 2006 9:52 am

I have been a ULead registered member for some years, and with Photo Express, Photo Explorer, Video Studio from V5 SE, to V8 upgrade have had my products registered. A new hard drive later in 2004 and one finds that it is not possible to re-register the (read any) product again because it already has a registered user. So, I get these annoying popups asking for it to be registered.
In the October 2004 the log in system changed and I got a termporary password to go with my email account. I logged in under that temporary password, changed it as requested, and, horror of horrors, have since lost the password. I've tried a number of computations but always get the "Sorry, Wrong Password" message. I've also gone all the way back through my files to see what may turn up, but nothing helps. I have a feeling that my registration with Element5 (through whom I bought my upgrades, and who also require a password, my have led to some of the confusion.
However, be that as it may, I have entered (more than 6 times over a period of months) my email address on the appropriate page, and asked for my password to be sent to my registered email address. I get an acknowledgement that this will be done, but it has NEVER produced one further response with the required information.
I have sent in requests to Customer Service using the appropriate form, and again I get an acknowledgement and then everything goes into Never-Never Land.
Recently, I purchased the upgrade to Video Studio V9 and have installed. Then downloaded, via Smart Download, the extra components. These were SAVED, rather than RUN, and after the full dowwnload, were installed. That is with the exception of files uvs9_contentpack_part1 and ditto part 2. These two files will just not run. All the others did, without any problem. Great, now I have a program short of some elements!
Then tried uninstalling, reinstalled and tried Smart Download again, but because I had already downloaded them once, apparently, they were not available again. From something I saw in another forum, there might be somewhere else these are available in the ULead site, so will try and foillow that through.
Meantime, neither an auto response nor even human intervention, has alleviated my problem with how the heck can I get my password sent to me. Don't think of trying to make a new account! Once the email address is in the system, that's it. You can't open another account with a new password.
Is there someone, moderator, forum user, or even a staffer from Ulead who can assist?
So far I'm running into a brick wall and this only leaves me with the conclusion that ULead are a very difficult company to deal with. Nobody else, anywhere, among all the software companies I have bought product from, has given me this much grief.

rguthrie · Post by **rguthrie** » Mon Jan 02, 2006 10:28 am

I suggest that you get a web-based free email account, such as through Yahoo, and just create another account with Ulead. I had to do this when I moved and of course the email account was closed. It's no problem.

Ron G.

heinz-oz · Post by **heinz-oz** » Mon Jan 02, 2006 9:26 pm

Also, AFAIK, just because you have re-installed the program, you do not need to re-register it. The 'annoying' pop up window can be switched off. Whether or not your program is registered has no effect on its working, at least it has not on my system with PI XL, PI 10, PI 11, MSP 7.3, MF 2 and MF 3. These programs have been registered once with ULEAD when installed first. After a rebuilt (several over time) and re-installation of the programs, I simply ticked the 'Don't show this again' or something to that effect, on the pop up window and selected 'Register later'. It has never bothered me since.

The newer versions of PI (mine doesn't) and VS/MSP may require an activation code, that's a different kettle of fish.

Wondering · Post by **Wondering** » Mon Jan 02, 2006 10:21 pm

Thanks Ron. Yes that is an option. And Heinz-oz yes I can tick the box.
That still leaves me with unanswered requests to send me my password. It never happens though.
Secondly, and more importantly, I have not yet registered this newest version 9 of Video Studio. OK, I bought it on line under one email address and have Smart Downloaded the additional components that don't come from the Element5 site. Two of those additional files will not work. The rest do. Anywhere I look on the ULead site requires that I enter my email and password, BEFORE I can ask any questions of technical or whatever. What I want to do is RE-DOWNLOAD the two files that are not opening and seeing the initial purchase was under my usual email, and effectrively is incomplete, then it seems I have to continue with that email.
It seems such a simple matter to ask for one's password - and yet it is an insurmountable problem. Hence my subject title line in the first message. The ULead site says that one can ask for the password to be sent if it has been forgotten. When requested, a confirming message pops up to say it will be sent. It never is sent!

2Dogs · Post by **2Dogs** » Tue Jan 03, 2006 2:27 am

Your email password scenario is exactly the same as mine. I have yet to receive any response from Ulead to numerous requests I've sent in.

I would upgrade to VS9 if I was confident that my full boxed VS8 was registered in Ulead's system. I even sent in the registration for that by snail mail when I installed it, but I have no way of verifying that the registration is in the system.

It's almost amusing at times. I recently tried out MSP8, and received a "How Was It?" email from Ulead - which I could not respond to, since I could not log on to my Ulead user account. And of course they never send me my password.

If I set up another account, could I use that to find out the password to my original account, to which my VS8 is linked?

(apologies if I've drifted off the thread)

rguthrie · Post by **rguthrie** » Tue Jan 03, 2006 6:53 am

2Dogs,

If I set up another account, could I use that to find out the password to my original account, to which my VS8 is linked?

No. But you can register your software again.

Ron G.

heinz-oz · Post by **heinz-oz** » Tue Jan 03, 2006 9:18 am

rguthrie wrote:2Dogs,

If I set up another account, could I use that to find out the password to my original account, to which my VS8 is linked?

No. But you can register your software again.

Ron G.

As long as it hasn't been registered before, that is.
I can't understand why you don't receive an answer from ULEAD regarding your password. Did you ask for it at customer support or tech support? I think the right address for such matters is customer support not tech.

sjj1805 · Post by **sjj1805** » Tue Jan 03, 2006 10:14 am

Why all the fuss about registering, for technical support we are here!!!
I registered my stuff but as far as I can recall never had to use it for anything.
I believe the problem you have is trying to locate the FTP files for your
missing content.
Please click the following link:
http://phpbb.ulead.com.tw/EN/viewtopic.php?t=7135

xatnep · Post by **xatnep** » Tue Jan 03, 2006 12:42 pm

Actually the link you point at have a dead ftp addy.

The DVD Content link is dead. Any1 can point me to a working link?

cheers
xatnep

Xyzzy2 · Post by **Xyzzy2** » Tue Jan 03, 2006 2:41 pm

Wondering wrote: So far I'm running into a brick wall and this only leaves me with the conclusion that ULead are a very difficult company to deal with. Nobody else, anywhere, among all the software companies I have bought product from, has given me this much grief.

Ulead mail is blocked by quite a few e-mail providers, presumably for spamming.
It doesn't seem to care a bit.

Instead announcing contests, Ulead shoud fix its products and support.

X.

2Dogs · Post by **2Dogs** » Tue Jan 03, 2006 3:45 pm

heinz-oz wrote:As long as it hasn't been registered before, that is.

Happy new year, Heinz!

I registered my VS8 by mailing in the small registration card that came with it. For the email address on that card, I used the same address I'd used previously to become a member in my VS7 trial days.

I'll try registering VS8 again online in a new user account, and see what happens.

As for Steve's remarks about registering and tech support - of course I would look to the Forum for tech support - it's much more fun for one thing, but registration for me is simply about qualifying for an upgrade discount.

Anyone who bemoans Ulead's apparent lack of "real" tech support should just try looking at most other forums, where the actual content is often 50% or less of the screen width, with nasty flashing ads to either side. I believe Ulead have made the right decision to support this forum and keep it ad free.

sjj1805 · Post by **sjj1805** » Tue Jan 03, 2006 4:26 pm

xatnep wrote:Actually the link you point at have a dead ftp addy.

The DVD Content link is dead. Any1 can point me to a working link?

cheers
xatnep

I just checked those links and they were working for me. Perhaps the site was busy. Try them again. Its also a good idea to use a "Download Manager" such as getright www.getright.com

As for qualifying for upgrades, providing you have a legitimate serial number of a qualifying product you shouldn't have a problem when an updated version comes out.

Wondering · Post by **Wondering** » Wed Jan 04, 2006 12:38 am

Well folks, we are making progress.
Today I received a reply to my earlier submitted Customer Service Request form, giving me a password. This turned out to be a temporary one, and using it to log in, have now changed to one of my choice, and then looked up my history. Great - everything is there. Then I registered my ULead Video Studio V9 and checked that - again, everything is OK.
Next, I got an email advice to a forum discussion about Smart Download and some links were posted to an ftp site where file replacements could be picked up to replace my faulty ones. Have downloaded ContentPack2 and run that. It worked. It seems one major reason was that it was 71.9 Mb compared to the version of 10.0 Mb that I ended up with via downloading through SmartDownload.
Now to go and get ContentPack1.
Thanks to everybody who chipped in with various bits of advice. You have all been very helpful.

Alludo USER to USER Web Board

Lack of Customer Service?

Lack of Customer Service?

Re: Lack of Customer Service?