Non functioning Sound Forge / no response from support

Rod-Devonshire wrote on 10/8/2025, 6:14 AM

My partner has sent multiple tickets to Magix since last December, relating to a non-functioning copy of Sound Forge that will not install. Each time, the ticket is ignored, or closed without checking whether the issue is resolved yet (it isn't).

He even had a message about a month ago from your finance team, stating that a refund would be issued if no solution was found within 2 weeks. No-one from technical support contacted him, so presumably now a refund should be given ?

Since then, further tickets to chase up the refund have been ignored, and it is becoming very frustrating. When can he expect to receive a refund ?

Please could someone from Magix respond to this forum post ?

Here are the details of the multiple tickets raised :

6th January 2025 - ticket # Removed by moderator - ticket was closed by you, without a resolution to the issue.

31st August 2025 - ticket # Removed by Moderator - all my partner got was an automated response

10th September 2025 - ticket# Removed by Moderator - a refund was promised within two weeks. Nearly a month later, no refund has been made.

26th September 2025 - ticket# Removed by moderator to chase up the refund, with a further reminder sent on 7th October.

Why do Magix ignore customer support requests ? It is very frustrating.

Many thanks.

Comments

SP. wrote on 10/8/2025, 6:19 AM

@Rod-Devonshire No Magix staff is active here. We are just users like you.

The only recommendation I can make is that you should make sure you send a reminder to your latest open ticket every two or three days, don't wait a week without doing anything. Otherwise it gets automatically closed.

If an AI bot answers you, make sure you select that its answer isn't helpful so you get forwarded to human support staff.

Magix changed ownership in late 2024. Now they sadly have a completely different support staff than before.

Rod-Devonshire wrote on 10/8/2025, 6:23 AM

@Rod-Devonshire No Magix staff is active here. We are just users like you.

The only recommendation I can make is that you should make sure you send a reminder to your latest open ticket every two or three days, don't wait a week without doing anything. Otherwise it gets automatically closed.

If an AI bot answers you, make sure you select that its answer isn't helpful so you get forwarded to human support staff.

Magix changed ownership in late 2024. Now they sadly have a completely different support staff than before.

Thanks. It appears Magix are a totally disfunctional company !

SP. wrote on 10/8/2025, 7:16 AM

@Rod-Devonshire They laid off nearly 50% of their staff and then additionally sold off the Samplitude product plus development and support team to BorisFX. There is probably only 30-40% of the staff left compared to 2024. So it's clear why they have problems with support. But, of course, that's no excuse not to pay your money back.

emmrecs wrote on 10/8/2025, 10:07 AM

@Rod-Devonshire

Your original post has been edited to remove confidential data (your ticket numbers) which should never be posted to a public forum like this one. Also, please remember these are user to user forums, with visits and posts from Magix staff being extremely rare.

You could try emailing infoservice@magix.net to "remind" them about your tickets and promised refund. If you do that you can safely quote those ticket numbers in the email!

HTH

Jeff
Forum Moderator

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Rod-Devonshire wrote on 10/8/2025, 10:34 AM

@Rod-Devonshire

Your original post has been edited to remove confidential data (your ticket numbers) which should never be posted to a public forum like this one. Also, please remember these are user to user forums, with visits and posts from Magix staff being extremely rare.

You could try emailing infoservice@magix.net to "remind" them about your tickets and promised refund. If you do that you can safely quote those ticket numbers in the email!

HTH

Jeff
Forum Moderator

Well Jeff, perhaps if Magix staff didn't ignore customer tickets, I wouldn't have posted the ticket numbers here. It is incredibly rude for Magix staff to just ignore customer complaints.

Rod-Devonshire wrote on 10/8/2025, 10:36 AM

Infoservice will just ignore the tickets, like they always do.