I've contacted support several times over the past few month and have gotten no responses. Is anyone else having this happen as well?
I'd have never purchased software from a company if I knew their support wasn't going to perform. I feel rather slighted.
@Mark_Stevenson What have you tried? Making a support ticket and then, did you just wait without asking for a follow-up?
You should get at least an automated response. If you haven't, your spam filter or even your e-mail provider might simply block e-mails from Magix.
Sound Forge and Acid support is being transitioned over to the Vegas support team. If you submitted support tickets, it should eventually be handled by that team. I will forward this thread to that team, so hopefully you will get a response soon.
@Mark_Stevenson What have you tried? Making a support ticket and then, did you just wait without asking for a follow-up?
You should get at least an automated response. If you haven't, your spam filter or even your e-mail provider might simply block e-mails from Magix.
I have created 3 different support tickets. All of which got an automated response and then... nothing.
I emailed support directly a few weeks ago and did manage to get a response which said "You're going to have to create a new support ticket because your first one timed out on our end."
So I created a new ticket and here we are, weeks later again.
Something to try: when you've received the initial automated email, but, after a few days (a maximum of about 3 or 4) nothing further, reply to it (ensuring the needed ticket number is clearly shown) and request an update.
Jeff
Forum Moderator
Something to try: when you've received the initial automated email, but, after a few days (a maximum of about 3 or 4) nothing further, reply to it (ensuring the needed ticket number is clearly shown) and request an update.
Jeff
Forum Moderator
This doesn't seem like something that I should have to do. Certainly not 3 times.
The point of my post was to ascertain if there was some other way to contact support since I'm not able to via their prescribed method.
@Mark_Stevenson Doesn't the first automated response give you simply an AI chatbot response and tells you that you should respond again to get in contact with human support staff? Doing nothing will lead to a closed ticket, like you experienced.
You could try the unofficial infoservice@magix.net email, but that may not help these days with SF support being turned over to the Vegas team.
@Mark_Stevenson Doesn't the first automated response give you simply an AI chatbot response and tells you that you should respond again to get in contact with human support staff? Doing nothing will lead to a closed ticket, like you experienced.
No. The automated response simply says "Support ticket created .. If you want to add further information use the ticket number in email replies ... yada yada yada"
It also says "Your ticket will be processed within the next few days" so I'm not sure why I was expected to do something more.
You could try the unofficial infoservice@magix.net email, but that may not help these days with SF support being turned over to the Vegas team.
This is actually the email that I did get the response to. The email that said "You're gonna need to submit another ticket"
@Mark_Stevenson I think this might also depend on when you created the tickets. Magix has new owners since the beginning of this year and they decided to do things differently. So they introduced an AI bot to answer support questions and filter out 90% of all questions.
I think especially over the summer it was hard to reach support at all, because they didn't answer questions and instead trained their chatbot with old support requests (this was confirmed by some Magix staff in this forum).
So, it's not impossible that they simply ignored your tickets during that time because you didn't asked for a follow-up response.
I think you might be able to reach them more likely if you create a new ticket.