Forgive me for having no other option but to post this here.
I have spent over an hour attempting to contact Customer Service through the portal and have received a 403 error multiple times attempting to submit.
Dear MAGIX Customer Service,
I am writing to respectfully request a full refund for my recent purchase of MAGIX Video deluxe 2026 Plus.
I purchased the software expecting a capable, straightforward video editing application. Unfortunately, my experience has been profoundly disappointing.
My immediate requirement was extremely basic: import and edit a standard MP4 video recording. MAGIX Video deluxe 2026 Plus was unable to properly handle the file and allow me to perform even this fundamental editing task.
After spending considerable time troubleshooting the problem, I ultimately found myself having to install HandBrake, a separate third-party application, in an attempt to convert/transcode the MP4 into a form that MAGIX could successfully edit.
That is simply not an acceptable experience for a commercial video editing product.
I did not purchase MAGIX Video deluxe 2026 Plus with the expectation that I would first need another piece of software simply to make an ordinary MP4 recording usable. The additional troubleshooting, conversion, and experimentation completely defeats the purpose of purchasing dedicated video editing software in the first place.
I am therefore profoundly dissatisfied with MAGIX Video deluxe 2026 Plus and do not wish to continue using the product.
To be clear, I am not requesting additional troubleshooting instructions or another workaround. I have already invested more time than I reasonably should have trying to make the software perform the basic function for which I purchased it.
I am respectfully requesting that MAGIX:
Cancel my MAGIX Video deluxe 2026 Plus license/order as appropriate;
Issue a full refund to my original method of payment; and
Provide written confirmation when the refund has been processed.
My purchase information is:
Confidential information removed by Moderator
I appreciate your prompt attention to this request. I would prefer to resolve this matter directly and professionally with MAGIX and would appreciate confirmation of the refund as soon as possible.
Thank you,
Michael S. Williams
IF YOUR OBJECTIVE IS TO ABUSE YOUR LOYAL CUSTOMERS AND PROVIDE ABSOLUTELY NO CUSTOMER SUPPORT, YOU HAVE SUCCEEDED!!!
Hi
This is a user to user public forum not Magix Support, hence there are no Magix staff here on a regular basis.
Please do not post confidential information, eg order numbers email addresses etc in the forum, you may get your product hijacked. I have removed the information from your post
To cancel you need to email shop@magix.net
Correction to email address
John EB
Forum Moderator
Sorry to hear of your woes. Yes, Magix does have trouble with some types of files. Would you be able to share one of your problem files with us via Google Drive, Dropbox or similar? I'd be interested in having a look at it.
Thank you for your reply. The simple issue is the inabiility of the software to do simple edits to a MP4 file. REQUESTING REFUND
Hi
. . . . The simple issue is the inabiility of the software to do simple edits to a MP4 file . . . .
On the contrary the software can edit 'MP4' files very easily, I do it regularly, my cameras all record MP4 format, however there is more to it than 'just an MP4 file, and you may find that other video editors have issues with the video files you are working with.
To clarify:
MP4 is not a video file format, like some other formats eg MOV, it is a container file format which can contain video/audio streams which are encoded to standard codec specifications. However, there are combinations of video/audio codecs that are non-standard and video editors cannot read them or only the video or audio stream are readable.
I know you have said you do not want help, however for information for other users who may come across the same situation as you are in, it would help us if we knew what the MP4 internal properties are.
To determine these internal properties use MediaInfo to analyse one of the clips that is causing the issue and post the results, see this tutorial on how to setup MediaInfo and analyse a video clip for all the data required.
Thanks for your help
John EB