Customer Service Not Replying

Monica-GraciaMayor wrote on 1/11/2025, 6:51 AM

Hi, my son has been using this for a year on monthly subscription before I realised there was a cheaper Edu version. i purchased that on the sale and was asked for evidence he is a student and offered a refund for the last month.

i sent the documents proving he is a student and a letter from current school but I have received no activation code, no reply, no refund AND I have been charged again for a monthly subscription that does not even work!

i have sent multiple emails without any reply or feedback and my son has been getting frustrated and smashed both his device and a keyboard (he is autistic and gets dysregulated)

Does anyone have any ideas on how to contact MAGIX to fix this mess? I can't even explain this to my non verbal son but I will have to report the charges to my bank as fraud if this continues. So fed up!

Comments

Dexcon wrote on 1/11/2025, 6:56 AM

Please take into account that this forum is a user-to-user forum and not an avenue to MAGIX support. I am sorry to hear of your difficulties, but you will need to contact MAGIX about the issue at infoservice@magix.net.

Cameras: Sony FDR-AX100E; GoPro Hero 11 Black Creator Edition

Installed: Vegas Pro 15, 16, 17, 18, 19, 20, 21 & 22, HitFilm Pro 2021.3, DaVinci Resolve Studio 19.0.3, BCC 2025, Mocha Pro 2024.5, NBFX TotalFX 7, Neat NR, DVD Architect 6.0, MAGIX Travel Maps, Sound Forge Pro 16, SpectraLayers Pro 11, iZotope RX10 Advanced and many other iZ plugins, Vegasaur 4.0

Windows 11

Dell Alienware Aurora 11:

10th Gen Intel i9 10900KF - 10 cores (20 threads) - 3.7 to 5.3 GHz

NVIDIA GeForce RTX 2080 SUPER 8GB GDDR6 - liquid cooled

64GB RAM - Dual Channel HyperX FURY DDR4 XMP at 3200MHz

C drive: 2TB Samsung 990 PCIe 4.0 NVMe M.2 PCIe SSD

D: drive: 4TB Samsung 870 SATA SSD (used for media for editing current projects)

E: drive: 2TB Samsung 870 SATA SSD

F: drive: 6TB WD 7200 rpm Black HDD 3.5"

Dell Ultrasharp 32" 4K Color Calibrated Monitor

 

LAPTOP:

Dell Inspiron 5310 EVO 13.3"

i5-11320H CPU

C Drive: 1TB Corsair Gen4 NVMe M.2 2230 SSD (upgraded from the original 500 GB SSD)

Monitor is 2560 x 1600 @ 60 Hz

Monica-GraciaMayor wrote on 1/11/2025, 6:59 AM

Please take into account that this forum is a user-to-user forum and not an avenue to MAGIX support. I am sorry to hear of your difficulties, but you will need to contact MAGIX about the issue at infoservice@magix.net.

I have, multiple times, on all the emails available, fulfilment, verification, support… I am baffled there’s no reply. Like I said, he has been using this for a year with no issues. Is there a phone number anywhere?

Dexcon wrote on 1/11/2025, 7:18 AM

Is there a phone number anywhere?

Phone support for so many companies around the world has been a disappearing avenue for support long before but particularly since Covid 19.

Though I'm not sure how to get to it, MAGIX does provide during limited days/hours (likely EU hours) a Chat Room to get in direct contact with MAGIX Support staff.

Cameras: Sony FDR-AX100E; GoPro Hero 11 Black Creator Edition

Installed: Vegas Pro 15, 16, 17, 18, 19, 20, 21 & 22, HitFilm Pro 2021.3, DaVinci Resolve Studio 19.0.3, BCC 2025, Mocha Pro 2024.5, NBFX TotalFX 7, Neat NR, DVD Architect 6.0, MAGIX Travel Maps, Sound Forge Pro 16, SpectraLayers Pro 11, iZotope RX10 Advanced and many other iZ plugins, Vegasaur 4.0

Windows 11

Dell Alienware Aurora 11:

10th Gen Intel i9 10900KF - 10 cores (20 threads) - 3.7 to 5.3 GHz

NVIDIA GeForce RTX 2080 SUPER 8GB GDDR6 - liquid cooled

64GB RAM - Dual Channel HyperX FURY DDR4 XMP at 3200MHz

C drive: 2TB Samsung 990 PCIe 4.0 NVMe M.2 PCIe SSD

D: drive: 4TB Samsung 870 SATA SSD (used for media for editing current projects)

E: drive: 2TB Samsung 870 SATA SSD

F: drive: 6TB WD 7200 rpm Black HDD 3.5"

Dell Ultrasharp 32" 4K Color Calibrated Monitor

 

LAPTOP:

Dell Inspiron 5310 EVO 13.3"

i5-11320H CPU

C Drive: 1TB Corsair Gen4 NVMe M.2 2230 SSD (upgraded from the original 500 GB SSD)

Monitor is 2560 x 1600 @ 60 Hz

vkmast wrote on 1/11/2025, 8:26 AM

Regarding "Online Live Chat": (AFAIK...)

"Online Live Chat (mainly for pre-sales and registration help) is available from Monday to Friday 12 p.m.-4 p.m. U.S. Central/CDT (UTC/GMT-5) from March 10, 2024 to Nov. 3, 2024, after that CST (UTC/GMT-6) to March 9, 2025)

Go to www.vegascreativesoftware.com/support and use the chat widget in the lower-right-hand corner to chat directly with a support rep.

(Note: It's also possible that Live Chat is available at other times, e.g. some hours during European daytime, now as well.)"

The one phone "Kundenservice" I found at https://www.magix.com/de/support/ :

Monica-GraciaMayor wrote on 1/11/2025, 9:11 AM

Thank you, I will try that and hopefully someone will pick it up and fix it.