The promo material is at best misleading or worse, I would not have upgraded either, poor service to a customer that has bought their products for many years,my first registered product was 2010,and had more before that

@preacherallen

As per the other thread, Erazr is not in the current offering that you purchased. Where do you see that?

As for Mercalli, you still have not completed the task of downloading and installing the extra content as per my instructions. You still have not found the email that you most likely received immediately after purchase that usually has download instructions and serial numbers if required.

Please stop saying that Magix has been lying; they haven't.

John CB

I did not get an email. I have been using Magix for about 10 years now and upgraded it and other programs I have from them multiple times and I know to look for the email. I checked both my trash file and my incoming email and it was not there. I did ask for it to be resent through an online support request and so far they have not responded about that at all - now over 5 days since sent. I have checked my email multiple times a day since ordering and paying for the update. I do know that Erazr was on the information when I ordered because it was the ONLY reason I paid to extend my update service. It has now been removed from the site (and unfortunately I did not think to do a screen capture of the page - I guess I assumed it was legitimate), BUT I remember clicking on the link of the included freebies and seeing that it would erase things from my video and thought I could really use that so it was definitely there on the original renewal page. Maybe it shouldn't have been but it was. Since they did not respond to my support request (even to say it was on the page wrong) and since I did not get the program I feel that they were highly deceptive in their advertising. I call that lying you can call it what you want. I will not fall for their deception again in the future.

As a long time customer I am very disappointed with magix, had no problems with previous upgrades,got what they advertised , and as of waiting for a while to upgrade to avoid problems it should not be sold with major problems, if I bought a new car would expect to be able to drive it straight away,not told it will be drivable sometime in the future,not good enough magix left with a useless product as it wiped my old version during install.

@preacherallen

As per the other thread, Erazr is not in the current offering that you purchased. Where do you see that?

As for Mercalli, you still have not completed the task of downloading and installing the extra content as per my instructions. You still have not found the email that you most likely received immediately after purchase that usually has download instructions and serial numbers if required.

Please stop saying that Magix has been lying; they haven't.

John CB

 

I answered this and you did not respond so I assume you have nothing more to say about this issue except - "Tough luck, you should have known they were not telling the truth about the upgrade and just wanted your money."

@preacherallen

As I said, Erazr is not with the current offering. Where do you see that? You did not reply.

VPX12 came out on the 8th of June. If you looked at the Magix.com site the night before, they were still offering VPX11 with NB Titler Pro 6 and Erazr (1-year subscription). As soon as VPX12 came out, NB Titler and Erazr were gone. According to your screen shot, you purchased V12 as soon as it came out, so you probably did not see that the offering had changed.

You also seem to be the only one who has paid since V12 came out, so no one else has experience with what you are supposed to get and how.

Mercalli V5 and Enhanzr download information should be in the email that you say that did not receive.

In your account on Magix.com, do you see that you have VPX12 with an Update Service date one year from when you purchased (probably June 8, 2021)?

When you purchased, did you use the correct email address?

When you raised a ticket with Magix, did you receive an automated reply with a ticket number? If so, have you replied to it stating that you still have not received the email and thus cannot download Mercalli V5 and Enhanzr? If not, then something is wrong in what you did to raise a ticket and you should raise another one.

Answer all questions, not just part.

Magix will definitely supply Mercalli V5 or others who pay will quickly complain. It would be good to know if anyone else has paid since VPX12 came out and if there were any problems.

@scanpa

if I bought a new car would expect to be able to drive it straight away,not told it will be drivable sometime in the future

I agree, it would be nice if new versions and patches always worked the first time. Unfortunately that is not the case with everyone. Sometimes some users have problems, either with hardware or video files that they are using. You have to raise a ticket, provide all relevant information, and I mean all relevant information. Just saying that it doesn't work is no help in solving a problem.

BTW, you have used a poor analogy. When you purchase a new car, have you noticed that you are paying an amount for dealer preparation? Why do you think that is? The dealer has to go through the vehicle and make sure that everything works. Usually, not everything works. If you got a vehicle without dealer preparation, you would probably be equally disappointed. With software, there is no one to make sure that it works with everyone's hardware and OS, and there is no way to do so.

John CB

Plug-ins are included upon purchase of new software or extension of the Update Service, or when you upgrade. NewBlue Filters 5 Ultimate is English.

Read more: https://www.magix.com/ie/video/video-pro-x/update-history/
Follow us: Facebook

Real-time video stabilization For the first time, video stabilization is possible without time-consuming analysis or rendering. The time-unlimited full version of proDAD Mercalli V5 Suite allows for real-time video stabilization in Video Pro X. Plug-ins are included upon purchase of new software or extension of the Update Service, or when you upgrade.

Read more: https://www.magix.com/ie/video/video-pro-x/update-history/
Follow us: Facebook

@scanpa

And in each case, you pay. No pay, no third party software.

Again, and as I explained, you get the third party software available when you pay. You do not also get more third party software if and when Magix has a new deal out with different third party software or when a patch or a new version is available under the Update Service. You already got third party software, you don't get any more. The third party software is there to entice you to pay.

If you have an old version of VPX or you want to upgrade from MEP Plus or Premium, you can Upgrade - you pay, you get whatever is offered at that time. An Upgrade is not part of the Update Service plan. Again, to get an Upgrade, you have to pay. To extend the Update Service, you have to pay.

End of discussion! If you want more, take it up with Magix.

don't like your attitude,goodbye and goodbye to magix

I did answer the questions you asked - you just did not read my response so here goes again.

Where did I see Erazr - as I said before when I got the email seeing if I wanted to renew my upgrade service I was not going to renew and then at the bottom it showed two programs that I would get also. I clicked on both and I know one of them was Erazr because I thought that it was really neat and worth the upgrade cost (I remember distinctly it would erase things from video). Now maybe it was there wrong, but at least they could have told me that in response to my inquiry. I did not wait until the next day to buy it, but did it as soon as I saw Erazr. I will agree though that it was probably a mistake so will no longer argue I should get it.

You seem to think I did not renew my update service so here is a screen shot of my credit card account. - note the $169 for Magix.

You are correct that I never received any download email although I usually have gotten them within a few minutes of buying things from Magix.I started checking within minutes of ordering it.

VPX12 with an update service does not show up on my list at Magix.com. When I try to register it, it says the Serial number is in use and will not allow me to register it. But when I try to repurchase it I get this message that it has been activated.

In help is shows I have version # 18.0.1.77 (USP3) and when I I use HELP - UPDATE ON LINE it says I have the most up to date version

You asked if I used the correct email address when purchasing and I assume I did since I was logged into my account that has had the correct address. I have had this address for over 25 years.

Next you asked did I get an automated reply with a ticket number and yes I did. Three days ago I responded to it again to let them know this has not been settled and they sent me another auto response (I have both of the responses saved in my email folder). So far they have not responded to me about this issue.

I think that answers every question that you asked in the last posting.

I have decided that the Erazr was a mistake left up because I responded so early (note paid for on June 8) and they had not updated their page - So I will drop that request even though it was the only reason I decided to renew. What I would like to have right now is the Mercalli V5 and Enhanzr (actually it also says I should be getting NewBlue Filters 5 Ultimate effects pack with it also) see below a screen capture from last night.

@preacherallen

I suggest you check the sent date of the email with the offer. I suspect that email was sent before the 8th suggesting it was the old offer at the time of submission, but outdated when you read and acted upon it. Links to the external extras would still be valid I guess, as these are obtainable products irrespective of the offer.

Once you completed the purchase transaction of the upgrade, did you receive a reference number on screen? As far as I can recall any purchase I have made with Magix ends with a confirmation of the purchase, including a reference number. I always awaits the confirming email before I leave that page and verifies that the email contains the reference number. If the email is delayed, I ensure to save the confirmation page, either by save the page or print it (to printer of PDF) or both.

Do you have the purchase reference as the result of your purchase? You should have kept this reference and it will be your proof of purchase (in addition to the bank statement) and will make it considerable easier to resolve with Magix.

As to why you may have got an email the day before the erelease of VPX 12, I am pretty sure Magix have auto renewal emails sent in a defined time before the expiry of current subscription. I guess this does not know about the next version until it becomes public, which would be the next day. So a matter of unfortunate circumstances have put you (or rather Magix) in this awkward position.

PS! You may be lucky to retreive the page with the purchase number if you can get the page from your browser history/log. Worth a try.

Moved to Da Vinchi resolve,10 times better and free,long time customer lost never to return

I have the Purchase Number - Removed by Moderator - You may be correct about the email renewal sitting in my box for a few days before I read it. I clear my email after I read it unless I need to save it so I have currently no old emails I can access other than what I saved and there are no emails from Magix in them other than the automatic replies from the support request.

@preacherallen

Hi

Please do not post order numbers, serial numbers or any other confidential information in the forum. You risk getting your products and account being hi-jacked.

John EB
Forum Moderator

So now what? Am I just stuck not getting the Freebies? It has now been 8 days since my original support inquiry to Magix and since then I have sent an additional response saying it has not been resolved (using same support # as a response to the autoresponse sent to me) All I have received back from them is two automatic responses that they got my support request. I can't really go back to the old version I was using just fine and get a refund, because it was erased in the upgrade. I sure will be VERY CAUTIOUS next time I deal with Magix and would suggest everyone else do it also.

@preacherallen

As I mentioned before Magix will definitely supply Mercalli V5 or others who pay will quickly complain. It seems that you are the only one who has shown up here who actually has paid since V12 came out. I haven't noticed anyone on the French forum who has paid and has not received the email. I'll check the German forum.

It would be good to know if anyone else has paid since VPX12 came out and if there were any problems.

From what I understand, Magix was mostly shutdown for the COVID bug and has been back only a couple of weeks. It may be that marketing got ahead of technical and there is something wrong somewhere. They also may have a backlog of tickets, as usually happens when a new version comes out.

Stick in there, reply back to the ticket email using what you sent each time as the base.

Magix will come up with the goods. However, you may also be the first one here to actually get it so we will be expecting a review from you.

The two main plugins that come with the paid up version 12 and that you should get, are:

proDAD Mercalli V5 Suite

Stabilize choppy video without the need for analysis beforehand – proDAD Mercalli V5 Suite now allows for video stabilization in realtime. The new, integrated Picture Enhanzr analyzes and optimizes dynamics, brightness and contrast for video – all in realtime and fully automatically, or set manually according to your needs. Now available in Video Pro X as a full version and with unlimited use.

NewBlue Filters 5 Ultimate

The ideal add-on for fast color correction, as well as for simulating various film styles and highlighting specific scenes. 27 color filters and over 250 templates accelerate your color grading process and enable you to create one-of-a-kind film looks for your projects.Included effect packs: NewBlue ColorFast 2 | Recolor | Recreate | Refocus

I looked in the Store and the NB Filters Recolor and Recreate are there, but not ColorFast 2 or Refocus, nor Mercalli V5 Suite. I am now wondering if the Store is not the new way to get the plugins. Do you see anything like Mercalli or NB Filters 5 Ultimate in the Store in V12 under Extra Effects?

John CB

@browj2

 Do you see anything like Mercalli or NB Filters 5 Ultimate in the Store in V12 under Extra Effects?

Hi John.

Yes, both are listed there, along with a number of other NB, HitFilm and ProDAD items.

Jeff

I will wait and see what happens, but will be out of the area for most of July so if it doesn't happen by then, then I will not we able to deal with it until August.

@emmrecs

Here is what I see with VPX:

Could you please post a screenshot of yours?

@preacherallen

Under the Effects tab, do you see any download buttons like in this image?

Under the Store, if you see Mercalli V5, what happens when you click on it? Do you see a price or not price but a download button?

John CB

@browj2

Your wish is my command!!!

Clicking on Mercalli 5 shows the price to buy it (for me).

Jeff

There are no download buttons in my Effects and this is what I get when I click on Mercalli 5 in the store.