I've contacted support several times over the past few month and have gotten no responses. Is anyone else having this happen as well?
I'd have never purchased software from a company if I knew their support wasn't going to perform. I feel rather slighted.
@Mark_Stevenson What have you tried? Making a support ticket and then, did you just wait without asking for a follow-up?
You should get at least an automated response. If you haven't, your spam filter or even your e-mail provider might simply block e-mails from Magix.
Sound Forge and Acid support is being transitioned over to the Vegas support team. If you submitted support tickets, it should eventually be handled by that team. I will forward this thread to that team, so hopefully you will get a response soon.
@Mark_Stevenson What have you tried? Making a support ticket and then, did you just wait without asking for a follow-up?
You should get at least an automated response. If you haven't, your spam filter or even your e-mail provider might simply block e-mails from Magix.
I have created 3 different support tickets. All of which got an automated response and then... nothing.
I emailed support directly a few weeks ago and did manage to get a response which said "You're going to have to create a new support ticket because your first one timed out on our end."
So I created a new ticket and here we are, weeks later again.
Something to try: when you've received the initial automated email, but, after a few days (a maximum of about 3 or 4) nothing further, reply to it (ensuring the needed ticket number is clearly shown) and request an update.
Jeff
Forum Moderator
Something to try: when you've received the initial automated email, but, after a few days (a maximum of about 3 or 4) nothing further, reply to it (ensuring the needed ticket number is clearly shown) and request an update.
Jeff
Forum Moderator
This doesn't seem like something that I should have to do. Certainly not 3 times.
The point of my post was to ascertain if there was some other way to contact support since I'm not able to via their prescribed method.
@Mark_Stevenson Doesn't the first automated response give you simply an AI chatbot response and tells you that you should respond again to get in contact with human support staff? Doing nothing will lead to a closed ticket, like you experienced.
You could try the unofficial infoservice@magix.net email, but that may not help these days with SF support being turned over to the Vegas team.
@Mark_Stevenson Doesn't the first automated response give you simply an AI chatbot response and tells you that you should respond again to get in contact with human support staff? Doing nothing will lead to a closed ticket, like you experienced.
No. The automated response simply says "Support ticket created .. If you want to add further information use the ticket number in email replies ... yada yada yada"
It also says "Your ticket will be processed within the next few days" so I'm not sure why I was expected to do something more.
You could try the unofficial infoservice@magix.net email, but that may not help these days with SF support being turned over to the Vegas team.
This is actually the email that I did get the response to. The email that said "You're gonna need to submit another ticket"
@Mark_Stevenson I think this might also depend on when you created the tickets. Magix has new owners since the beginning of this year and they decided to do things differently. So they introduced an AI bot to answer support questions and filter out 90% of all questions.
I think especially over the summer it was hard to reach support at all, because they didn't answer questions and instead trained their chatbot with old support requests (this was confirmed by some Magix staff in this forum).
So, it's not impossible that they simply ignored your tickets during that time because you didn't asked for a follow-up response.
I think you might be able to reach them more likely if you create a new ticket.
Hi
. . . . The automated response simply says "Support ticket created .. If you want to add further information use the ticket number in email replies ... yada yada yada" . . . .
The 'yada yada yada' as you put it, may contain several possible solutions along with clickable links to select if this helped or not.
If you did not do this then the ticket would have been closed, hence the need to create a new ticket.
John EB
Forum Moderator
Hi
. . . . The automated response simply says "Support ticket created .. If you want to add further information use the ticket number in email replies ... yada yada yada" . . . .
The 'yada yada yada' as you put it, may contain several possible solutions along with clickable links to select if this helped or not.
If you did not do this then the ticket would have been closed, hence the need to create a new ticket.
John EB
Forum Moderator
There was nothing in the "yada yada yada" which is why I stated it that way. That represents stuff like "signature" and "thank you very much for your inquiry."
It clearly stated that my "ticket will be processed within the next few days" and that's what I expected to happen.
Your post to this thread has been hidden since you have already created a thread with your question. Please do not create duplicate posts. Please continue any discussion in your original thread.
Just for information: it is very possible that MagixDerek will not even see your post since it is very rare for Magix employees to visit and post to these user forums. If you wish to try and make sure that a specific person reads your posts you need to tag him/her by typing @ (with no following space) and you will see a list of the forum names of everyone who has contributed to that thread; simply select the appropriate one and that name will appear in blue and the person concerned will receive an automatic email notification that you have "mentioned" him/her in a forum post.
HTH
Jeff
Forum Moderator