Sonic Solutions Complaint - Unable To Obtain Effective Technical Support

Review by lkbooth on 2008-12-29
Like the last 3 versions of Easy Media Creator, I experienced extreme difficulties with getting the programs to function at all. With this latest version, 10 I waited until they had a service pack available, which fixed some of the problems. Finally, I decided that I would do whatever it took to get the program functioning correctly (In the past I just threw money at it and bought another version).

My final post to their online support pretty well sums it up:

I am sorry to say that none of your firm's recommendations helped me whatsoever. All of my fixes came from user forums (Roxio and Internet). This is not fair to me the user that I should spend over 20 hours getting buggy software to work. It would not bother me so much if this tech support medium was able to offer some effective advise that was productive. Unfortunately, you were not able to do so. The only advise this support service was able to offer was very basic generic advise. What I was expecting was someone like the digital guru on the Roxio forum.

The bottom line is that you are on your own with this software. If you are not a sophisticated user with extensive troubleshooting experience, good luck!

What is striking is that the sheer lack of competent support for this product. If you want telephone support, you will have to pay for it and users on the Internet are also having competency issues. How a company came get away with selling a defective product and not support it is very incredible to me (can you say big rebates).

Buyer beware.
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