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Roxio Complaint - Software problem,Horrible support - Roxio/Sonic CinePlayer surround 3.2 RX2
Roxio/Sonic CinePlayer surround 3.2 RX2 - Complaint
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.
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.
Comments:
Posted by MRM on 2007-02-05:
I prefer to use Cyberlink's PowerDVD to watch movies. It also plays HD DVD and Blu Rays. No problems when using PowerDVD on my Windows Vista Ultimate.
Posted by Lidman on 2007-02-05:
Kahoona, I tried the same software and had the same experience.
Posted by westie69 on 2009-02-03:
I've had the same experience with this company and have now reported them to the UK Consumers Direct, our government agency. They are going to pass this on to be investigated.
They say I need to find out their postal address, which legally they HAVE to put on their website, but said they too couldn't find it.
They say my letter should say that I am covered by the Sale of Goods act 1979, and that as I have been unable to download it, it is 'NOT FIT FOR PURPOSE', and that therefore "THEY ARE IN BREACH OF CONTRACT'.
I need to call companies house to see if they have a registered address in the UK - typically that number was engaged just now, but I will try.
Consumer Direct suggested I also 'googled' ROXIO COMPLAINTS and to see what came up - and you people did. Inone sense I am happy that I am not alone with this complaint, but on the other hand unhappy because it proves me right. I felt utterly like I had been 'ripped off', and although not a high cost, not happy all the same.
My search now starts again to find a company who CAN do what I need.
I shall certainly investigate the next supplier before I go any further.
I went with Roxio because I heard of them before, big mistake.
Any comments from other 'my3cents' subscribers welcome.
Sarah McFall
Sidcup, Kent, England.
They say I need to find out their postal address, which legally they HAVE to put on their website, but said they too couldn't find it.
They say my letter should say that I am covered by the Sale of Goods act 1979, and that as I have been unable to download it, it is 'NOT FIT FOR PURPOSE', and that therefore "THEY ARE IN BREACH OF CONTRACT'.
I need to call companies house to see if they have a registered address in the UK - typically that number was engaged just now, but I will try.
Consumer Direct suggested I also 'googled' ROXIO COMPLAINTS and to see what came up - and you people did. Inone sense I am happy that I am not alone with this complaint, but on the other hand unhappy because it proves me right. I felt utterly like I had been 'ripped off', and although not a high cost, not happy all the same.
My search now starts again to find a company who CAN do what I need.
I shall certainly investigate the next supplier before I go any further.
I went with Roxio because I heard of them before, big mistake.
Any comments from other 'my3cents' subscribers welcome.
Sarah McFall
Sidcup, Kent, England.
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