Roxio Complaint - Software problem,Horrible support
I am an experienced PC user I am very familiar with software and hardware. I build and rebuild my own computer regularly. I recently bought a copy of the Roxio/Sonic CinePlayer surround 3.2 RX2 so that I could watch DVD’s on my computer. I downloaded it and installed it as the instructions indicated. It was charged to my credit card. Since then I have spent seven days trying to make it work. I have had at least two separate problems with the install. I have done all of the standard re-download, reboot stuff and hav removed all traces of previous products from the registry to prevent conflicts.
I have tried to contact Roxio and Sonic many times. They do mot answer email requests for service. I have filled out the Sonic Service request form and did get a case number but not a reply. I was able to get through to the real time chat twice but was disconnected both times before solving the problem. Many other attempts resulted in a try again later notice. Phone support costs $35.00. That is what the software cost me. I attempted to file a request on the Roxio site but it will not send the completed form without the user selecting an option from a blank menu that offers no choices. It is infuriating! Product registration is required before using the database however it took me at least seven attempts to get a registration to go through. Then the database refused to accept my registration numbers stating that I was not registered in the database.
The software does not work. There is little support and what there is basically abusive and there seems to be no way to request a refund. I suggest avoiding these two companies entirely because of their total lack of willingness to provide any support for a brand new product and because what contact there is is made so extremely difficult that it is impossible to get anywhere. I have found free products that do the same job without any fuss. There are many better companies to deal with.