how to reach sales department

preacherallen wrote on 7/29/2020, 10:16 AM

I have not received my email since renewing my upgrade contract on June 8, 2020. Someone told me to ask the sales department on Facebook, but I was traveling at the time and now that I am back home I can no longer access where they posted that. Can anyone tell me how to contact the sales department (not use support tickets since I have tried that three times with only an automatic response saying they got it and then nothing.)

Comments

emmrecs wrote on 7/29/2020, 10:48 AM

@preacherallen

The only method is via this page then choosing the option Do you wish to contact Sales Team? Yes, it is a ticket system, which will automatically generate a ticket number which you can use as a reference in any email you need to send in response.

Jeff

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preacherallen wrote on 7/29/2020, 2:40 PM

I have now sent a fourth request. Hopefull I will get more than an automated response saying that they have received my request - that is all I got after the first three request.

CubeAce wrote on 7/30/2020, 5:25 AM

@preacherallen

Hi.

It's not unusual to have to wait up to four days after you get the automated reply for an actual reply to come through. Sending additional requests before then can end up confusion between replies.

Ray.

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preacherallen wrote on 7/30/2020, 6:43 AM

It has now been almost 2 months since I sent the first one and over 4 weeks since I sent the 3rd one and so far no response at all. I know the email works, because I get an immediate autoresponse from them that they got my request, but that is all I get from them. You would think that they would answer at least one of them bu this time.

CubeAce wrote on 7/30/2020, 8:38 AM

@preacherallen

That does seem way too long from my own personal experience.

I'm not much of a social media person but I think if it were me at this point I would find if they had a twitter or Facebook account and make the problem known on a more open forum that gets more attention. That seems to be the more effective way with dealing with other companies that have similar outlooks to their customer base.

My own experience with Magix even during this current period is that I have always had replies within the four day window. Sorry to see your experience has been different.

Ray.

Windows 10 Enterprise. Version 2004 OS build 19041.450. Direct X 12. Bios version 1401 latest hardware updates for Western Digital hard drives. Page file space 4.75GB.

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preacherallen wrote on 7/31/2020, 9:13 AM

I did that and got back to send an email to __________ (an address), but I was on vacation and did not have all the facts with me. When I returned from vacation I could no longer access the Facebook posting so could not email them. Thus this topic here to see if someone knows the address other than sending a support request on their website that they obviously do not answer.

 

preacherallen wrote on 7/31/2020, 9:16 AM

emmrecs wrote "will automatically generate a ticket number which you can use as a reference in any email you need to send in response." OK so what is the EMAIL ADDRESS I should be sending to???

CubeAce wrote on 7/31/2020, 9:37 AM

@preacherallen

It's the one Jeff gave you in his first reply.

That, after the initial automated reply should later be backed up with an official reply like this one showing the ticket number. I have covered some of the numbers involved in the reply but you can see it has a 'Ticket Number'.

Now whether or not you have to have an up to date account of not to get a reply I have no idea as I keep my account up to date but I have always had a reasonably prompt reply from an enquiry.

In this instance a follow up email was sent with the relevant information and the problem was resolved.

Ray.

Last changed by CubeAce on 7/31/2020, 9:38 AM, changed a total of 1 times.

Windows 10 Enterprise. Version 2004 OS build 19041.450. Direct X 12. Bios version 1401 latest hardware updates for Western Digital hard drives. Page file space 4.75GB.

Asus ROG STRIX Z390-F Gaming motherboard Rev 1.xx with Supreme FX inboard audio using the S1220A code.

Intel i9900K Coffee Lake 3.6 to 5.1GHz CPU and Intel UHD Graphics 630 Vers 27.20.100.8681, with 32GB of 2133MHz Corsair DDR4 ram.

1000 watt EVGA modular power supply.

1 x 250GB SSD D: drive for current project. 1 x 320gig Toshiba M2.1 drive for Operating System. + x2 WD BLACK 2TB internal SATA 7,200rpm hard drives.I for internal backup and 1 for Library clips/sounds/music/stills. Total 8TB of three external WD drives for backup.

NVIDIA G Force GTX 1650 Super. DCH Driver version 27.21.14.5206 CUDA cores. Memory interface 128bit Memory bandwidth 192.03GB/s 4GB of dedicated GDDR6 video memory, shared system memory 16307MB PCi Express x16 Gen3.

Running MEP Premium 19.0.2.58. and VPX 17.0.3.68 (UDP3)

M Audio Axiom AIR Mini MIDI keyboard Ver 5.10.0.3507

preacherallen wrote on 7/31/2020, 12:34 PM

will wait another 3 days to see if they reply to my inquiry and then will send a followup email like you said.

johnebaker wrote on 7/31/2020, 1:23 PM

@preacherallen

. . . . OK so what is the EMAIL ADDRESS I should be sending to??? . . . .

In your auto respond email there should be a link, as shown outlined in red in the image below, to the Magix support system where you may be offered potential solutions to the the issue, as they did not solve the issue did you, as stated in the email - outlined in blue below, click No on the page you were taken to by the link - if not then the request would not be forwarded to support and you will get no response.

You will also note that the last paragraph tells you to reply to the email if you want to add to the ticket - the address is there in the email header.

John EB

 

Last changed by johnebaker on 7/31/2020, 1:26 PM, changed a total of 2 times.

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preacherallen wrote on 7/31/2020, 4:40 PM

I see the address now. - did click no