Something is just totally wrong here. Can anyone say what it is.
1) SCS has absolutely no support staff or resources employed to answer technical support questions from users?
2) Based on investigation of question 1 , it even seems more unlikely that they have farmed out support services to anybody -and even with the wealth of such overseas talents ?
3) It is not a great priority to service customers?
4) SCS has so many customers worldwide, that with a minimal resource of help desk services, they are very largely overwhelmed and just cannot catch-up?
5) The protocol and policy to set up tiered help desk activity does not exist or have any structure in place?

Which is it? All of the above?

Re 1)
For the longest time all I ever saw was Eric D for support. I have been around the Vegas world for about 1.25 years.

In mid January with an XAVC encode bug I got Travis G.
A week ago, with the HSL GPU bug I got Emily B.

So maybe they have added more people recently.

I say #3....
Vegas customer service is this forum
by the way when vegas was a sonicfoundry product I had an issue and emailed customer service...i think,, was 10 years ago...anyway some vegas guru actually called me and walked through the issue with me...and they still have that type of service, have used their mediasite box a couple of times..thay were great.
.I certainly dont expect that type of service ,but just a bit of we give a sh%^ would be nice.

I'd say #1 judging by the puerile responses I've had at times, these days I would rarely bother.

Back to the OP's point.
Yes 48 hours is offensive, it used to be 10 days. Such a simple change means the support group gets a pat on the back because their statistics have improved. In reality a problem is fixed and the customer is happy when they say so, not when some timer counts down. The support team I work with today causes me some grief when management asks me to fix code that was fixed months ago but support forgot to sign off the trouble ticket but it's one way I can bill an extra hour or two so I shouldn't complain :) :)

A while ago I had cause to contact Adobe, not a technical issue, a licensing one. It didn't take me too long to navigate their AVR system, the person I spoke to once we'd established I was speaking to someone who could help gave me her direct number in case the call dropped. She needed to send me documents and she waited on the line until I had them. Weeks later I got a call and an email to check that I'd been able to get done what I needed to do. Their systems followed the whole process as it traversed the planet and there wasn't a dime in it for them except they got another ambassador for their products.

I've dealt with support from software companies as big as Microsoft to ones as small as the one man bands making a living off donations. One stands out alone as getting 0 out of 10 from me, no one seems to make as much effort to make problems and customers go away as SCS. If nothing else this NLE business is one where quite often time is of the essence, how in the world of globalization can support be closed for some local holiday, why does it take days and several exchanges to be told "Oh that problem, yes we know about it" and then years not minutes later it still isn't fixed. Why are users as a matter of course asked to do a bare metal re-install of the code even when support knows or should know it's unlikely to fix the problem.

One of the dumbest concepts I've had put to me by SCS people is "Not many of our customers have asked for [I]that[/I]." well duh, it might be worth considering that those who aren't your customers aren't your customers because of [I]that[/I].

/rant

Bob.

I couldn't have said it better !! 48 hours is insulting!

robert

I use the forum for support and have only heard from Sony a few times about any of my questions.

Is there hope for me? I contacted support about a week ago regarding an issue with the Wave Hammer Surround in Vegas 13 saying DEMO and beeping... I haven't heard a thing, except the automated "we have received your request" type thing :(

My last (pre-13) issue, I received their "48-hour" notice, and I didn't bother to respond. It did feel a little insulting.

Like someone up-post said, I'm sure they got credit for "solving" my issue.