How can I get support?

ArnieB wrote on 5/22/2018, 6:08 AM

I purchased a support "ticket" last week for $9.99 to get some support for a problem with Magix Video Pro X

I was then sent a 10 digit support code comprising 2 blocks of 5 numbers. I duly called to the premium support number entered the first block of numbers and then the second block of numbers. Then I got a recorded message saying I should leave my name and number, which I did. This was last Friday. Since then I have heard nothing.

When should I expect a call back?

I was kind of expecting that I would speak to a person.

I have since tried to call to the general sales/service number to find out more information, but have never been able to get through.

Not at all impressed.

Comments

emmrecs wrote on 5/22/2018, 9:19 AM

Hi, welcome to the Magix forums.

First, since you say you have a problem with VPX I have to ask: have you posted the details of the problem and asked for help in this forum? There are a number of experienced users of the software here who may well have been able to help you, and perhaps to save you the $9.99 you've paid!

However, I once needed to use the option of purchasing a support plan and received an immediate response to my initial phone call. So what you are experiencing is not usual. But, I remember I paid rather more than $9.99 for VPX telephone support (I'm in the UK and I'm pretty certain that for VPX, as a "professional" product it was more like £25 (25 British pounds sterling)). I think you may have paid for "consumer"-level support, rather than the professional support normally needed for VPX.

However, I think it might well be worth you raising a support ticket via this page, including details of the code you were given, the time and date of your first call and a request to receive a call-back as soon as possible.

In the meantime, why not try posting the details of your problem to a new thread on this forum. That way, anyone with ideas to help you will be responding to a specific post about the actual problem.

Jeff
Forum Moderator

ArnieB wrote on 5/22/2018, 1:56 PM

Hi Jeff,

I can't explain the price I paid - it was just the price that came up when I went through the process of purchasing a support ticket. Maybe I need to pay the difference between what I paid and the higher amount? If so it's not a problem. But it's really weird but the phone number that I'm sure I saw posted on the website for technical support (i.e., 020 3318 3666) seems to have disappeared from the Magix web-site. Maybe they have discontinued the telephone support. I will certainly take your advice and raise a support ticket. I would far rather talk to someone in person than try and resolve by typing lots of notes. I did start a new thread. I also noticed that I was not the only person who experienced the problem.

As far as I can tell now, it seems as if it's to do with the Dolby Digital codec, which is not activated in the trial version. Unfortunately it didn't explain why the full version I have been using suddenly turned into a trial version.

Really weird.

wongck wrote on 5/25/2018, 10:44 PM

As far as I can tell now, it seems as if it's to do with the Dolby Digital codec, which is not activated in the trial version. Unfortunately it didn't explain why the full version I have been using suddenly turned into a trial version.

Really weird.

yes, weird... having to pay for support of a product that you purchased.

Are you using windows 10? There was a recent Windows10 upgrade and that prompted my MEP to registered and activate again when I ran it after the upgrade. I think you just need to reactivate again only for your trial version.

johnebaker wrote on 5/26/2018, 5:41 AM

@ArnieB and @wongck

Paid support usually has to be purchased for a product that is no longer in support ie the version you require support for is an older version and out of its support period.

AFAIK, and I stand to be corrected on this, free support is available for the current version and the immediate version prior to the current version.

HTH

John EB

wongck wrote on 5/26/2018, 10:39 AM

Thanks John for clarifying the support standing of Magix. Good to know it.