@shea

Hi,

Ray is assuming that you mean Vegas Pro365 about which we know nothing in this forum.

Video Pro X is not Vegas; it is a completely different product.

John CB

Thanks for the response. 🙂

Yes, I am aware.

However, when I was trying to fix a problem by reinstalling, I came to the website to go to the "My products" page (which is the same page no matter vegas or magix) and was offered the new ProX13. I was curious so I clicked the upgrade button and it approved the "Upgrade". Since it is pretty impossible to reach a real human through the website without going thru a million worthless answers to questions I am not asking, I decided to come to the forum hoping I may find a quick answer instead of waiting 2-4 days for an email (as suggested by the submission form).

The last thing I want to do is pay extra for ANOTHER product I won't be able to get support for. I have been with Vegas since it was just a plugin back in like 1999. It's becoming harder and harder for me to maintain loyalty to vegas when the company that now owns it (MAGIX) seems to have no real loyalty to its patrons. It's been a real struggle since they took over.

I love vegas. In my opinion, it's the best thing out there. Unfortunately, the 24/7 support claimed just isn't real. It's like they have gone out of their way to block you from human service... much less 24/7 support. It is super frustrating for people like me, whose workflow is interrupted for days while I wait on support when my deadlines do not wait on me.

It's impairing my ability to do business and costing me money when I truly have no other option but to submit the form and hope for the best. 😕 I'd probably buy whatever they offered in order to fix the issue... if someone would just have the decency to contact me by phone and do some actual business.

@shea Have you tried posting on the Vegas forum as you were advised in another thread? You are more likely to get a quicker answer there than Magix Support. Like this forum, the Vegas forum has helpful experienced members.

The Vegas Pro forum is https://www.vegascreativesoftware.info/us/vegas-pro-forum/

Yes, I agree with @ericlnz in that posting here will get no possible help since this isn't the Vegas forum.

As for getting in touch with support, well.... I think those days are long gone in getting a human to talk to. A lot of software companies seem to depend more on the user forums for supporting their products. It's good and bad. Good because you have a large "brain pool" with users, and "bad" because there should be some support from the company.

@Reyfox @ericlnz @shea

Adobe do a business plan that gives 24/7 phone tech support for £57 per month per full licence.

The problem for software developers is once over a certain amount of customers, live support services that require trained customer support personnel often bite too deeply into a small development budget. Real pro products (those above Adobe) do have 24 /7 live support but you have to pay a lot for it. Often only large production houses can afford this type of support. (I've seen quotes of £10,000 per year for twenty work stations.)

Ray.

I wonder how many languages and local dialects Adobe phone support can handle? I'd hate to be on the end of a phone having to understand even my native English as spoken by some.

Ever speak to Microsoft support? 😄

Yes, I agree with @ericlnz in that posting here will get no possible help since this isn't the Vegas forum.

As for getting in touch with support, well.... I think those days are long gone in getting a human to talk to. A lot of software companies seem to depend more on the user forums for supporting their products. It's good and bad. Good because you have a large "brain pool" with users, and "bad" because there should be some support from the company.

Absolutely💯

@Reyfox @ericlnz @shea

Adobe do a business plan that gives 24/7 phone tech support for £57 per month per full licence.

The problem for software developers is once over a certain amount of customers, live support services that require trained customer support personnel often bite too deeply into a small development budget. Real pro products (those above Adobe) do have 24 /7 live support but you have to pay a lot for it. Often only large production houses can afford this type of support. (I've seen quotes of £10,000 per year for twenty work stations.)

Ray.

I tried it. I didn't like it. I thought it was convoluted and 0% user-friendly. In my opinion, Pro is far superior on a lot of levels. But when it comes to customer relations, Adobe wins hands down.

Ever speak to Microsoft support? 😄

Ha! Yes... 😃

@shea

I think the problem is one of diminishing returns.

Say you set up a help line. You have to pay the staff. So you put up the price of the product to reflect the amount of expenditure on the call centre. That tends to be more than you expect and a proportion of people stop buying or updating the software. How do you make up the financial shortfall?

This is the great thing about mass production consumerism. Stack 'em high, sell 'em low and try to fix what you can and throw away what you can't. There's a flaw or two in there somewhere 🤣.

On a serious note. I have never had to wait more than two working days to get a reply from an inquiry to the support team. Much better than from my internet service provider.

Ray.

@CubeAce

I think you have a good handle on it Ray!

Much better than from my internet service provider.

Off topic - but I keep asking myself why ISP / Telcos whose business is communications are so bad at communicating with their customers 😅!

Peter