How do I get my upgrade from Vegas Pro 17 to 18? Can someone help me??

Jerome-Allison wrote on 10/21/2020, 10:25 PM

This is what I've written many times:

Dear Sirs

On July 13, I pre-ordered what I thought was a 1/2 price upgrade from Vegas 17 Pro to Vegas 18 Pro, along with a backup installation disc (total $263.99 on my Visa card). I was a little puzzled that maybe 10 days later I received a backup disc for Vegas 17 Pro, but didn't worry about it (I already had a copy).

I waited all through August, expecting some sort of notification that version 18 had been released. Early in September I finally checked my account information and saw that I now have another registration for Vegas 17, dated 07/14/2020 !! I tried entering a service request then, but never got the promised email acknowledgment.

I have tried contacting you many, many times, through tickets and email, and have not received an answer. Not even a response to the tickets, for which I never got a service or whatever acknowledgment number. I've tried everything I can, through every contact I can find - vegas, magix, whatever.

I really want to straighten this out, and to receive Vegas 18 Pro. If that’s not possible, please just cancel the extra registration license, issue a refund, and I’ll mail back the extra backup disc.

Thank you
Jerome Allison
(I'll add my address and email if I ever get an answer)

P.S. I think this is the worst support situation I've ever been in. I can't imagine what's going on there. Why don't I get an answer??

Comments

Musicvid wrote on 10/21/2020, 10:52 PM

This is not Customer Service. This area is inhabited by your peers for volunteer support services. We have no ability to act on your unfortunate issue.

You can submit your report through the Support Link at the top of every page, or follow the options in these links.

Live Chat and many other options including filing a support ticket are listed here:

https://www.vegascreativesoftware.info/us/forum/faq-how-can-i-get-help-and-support-for-vegas-pro--104781/

You can get a payment question resolved by emailing infoservice@magix.net

Sales support is found at shop@magix.net

Hopefully @VEGASDerek will happen by and help you get this expedited.

Neal-Siddell wrote on 10/22/2020, 9:09 AM

In order for our support team to help you you'll need to provide the ticket number for your support tickets in order to find them in our system.

Jerome-Allison wrote on 10/28/2020, 7:12 PM

In order for our support team to help you you'll need to provide the ticket number for your support tickets in order to find them in our system.

I apologize to everyone for my inappropriate posts to this volunteer support forum. It was desperation that brought me to do it. Thank you for the alternate suggestions.

I have tried several times to create a support ticket that would actually reply with a ticket number in an email. I have never received this email.

In order to comply with Neal-Siddell, I tried again last night, and got to the point where a cute mouse appeared on a page with "Thank you! Your support request has been created and a confirmation has been sent to you per email. Response time can vary between 2-4 days, depending on the number of inquiries."

In that past 24 hours, no confirmation has arrived in my email.

Since I have no ticket number to provide, I will now attempt contacting through the direct addresses provided:

shop@magix.net
infoservice@magix.net

Thanks,
Jerome

Jerome-Allison wrote on 11/7/2020, 3:41 PM

Okay, now I've waited another week on top of the months I've waited with NO reply to my emails. How in the He++ do I get some kind of relief here?

I've said it before. This is the worst lost $264 I've ever spent.

Please give me a reason to think this will be fixed.

Jerome

PS: I know this is not a direct support forum, but this seems to be the only way I can possibly contact Magix

vkmast wrote on 11/7/2020, 4:08 PM

@Jerome-Allison have you tried to contact sales@magix.net?

Support / @VEGAS_EricD ?

Jerome-Allison wrote on 11/7/2020, 4:46 PM

Okay, I've sent the same message to sales@magix.net I'm not optimistic, but I'll let you know if I get an answer.

(How do I contact Support/ @VEGAS_EricD ????)

vkmast wrote on 11/7/2020, 5:08 PM

@Jerome-Allison I tagged Support to get your issue noticed here.

Jerome-Allison wrote on 11/8/2020, 10:22 AM

Thank you for helping.

Jerome-Allison wrote on 11/17/2020, 11:05 PM

Well, I've about given up. Money lost. I cannot get ANY response, to ANYthing I post here, submit to their absolutely non-functioning "support" system, or ANY one of the supposedly direct email addresses. Unbelievable. I thought this was a good company, but it looks like it's time to look elsewhere. I'm worn down and don't have time for this any more. You have my money - so be it.

VEGAS_EricD wrote on 11/18/2020, 9:03 AM

I am seeing multiple different email tickets created in our system where sales rep has replied with the VEGAS Pro 18 information, going back to beginning of Sept 2020. Ticket numbers include: (most recent to least recent)

2020102817000511

2020100717000435

2020091817000604

2020091017000422

2020090217002132

Have you received the information as of yet?

vkmast wrote on 11/18/2020, 9:38 AM

Tagging @Jerome-Allison to notice the comment above.

set wrote on 11/18/2020, 3:30 PM

Please also check your spam folder - just in case...

Jerome-Allison wrote on 11/18/2020, 6:52 PM

I am seeing multiple different email tickets created in our system where sales rep has replied with the VEGAS Pro 18 information, going back to beginning of Sept 2020. Ticket numbers include: (most recent to least recent)

2020102817000511

2020100717000435

2020091817000604

2020091017000422

2020090217002132

Have you received the information as of yet?

Thank you very much for the ticket numbers. I have never received the promised confirmation email (I've checked my "Junk" folder many times), so I never knew if my requests were registering in the system.

Would there have been instructions of how to check the status of the ticket in the confirmation email? I can't find where to go to check on them.

EricLNZ wrote on 11/18/2020, 7:45 PM

@Jerome-Allison It's possible, although unlikely, that your ISP is ditching these messages completely and not putting them into your Junk/Spam folder. Are you using a local ISP or a global email provider such as gmail?

Jerome-Allison wrote on 11/18/2020, 9:02 PM

@Jerome-Allison It's possible, although unlikely, that your ISP is ditching these messages completely and not putting them into your Junk/Spam folder. Are you using a local ISP or a global email provider such as gmail?

I'm using a local ISP provider, but I've received Magix emails as recently as March of this year. I have another work email and a gmail account for my Android phone, so I suppose I could substitute one of those. I'll write the local administrator to check. Thanks.

EricLNZ wrote on 11/19/2020, 1:49 AM

@Jerome-Allison If you are using email software such as Outlook it might pay to check your emails occasionally on the net. My experience is that Windows Live Mail which I use doesn't download contents of my Spam Folder, so items can sit there of which I'm unaware until I check. The Junk email folder on my pc only contains emails which my security system considers junk.

Jerome-Allison wrote on 11/19/2020, 8:38 AM

Yes, I'm using Outlook, and I just tried using my ISP's online webmail and actually did find a Junk folder that was empty.

BUT, some really good news - I contacted the administrator and got an answer this morning:

"A number of emails from that sender were found in quarantine. They've all been released to your inbox, and the sender has been added to your whitelist to help prevent them from being captured by the spam filter in the future."

I now have at least twenty MAGIX and VEGAS emails in my Inbox to read through. Probably at least one of them will lead to a solution to this situation.

Thank you very much for the suggestion. I'm sorry to everyone that I've been such a pain in the butt, but this has been an incredibly frustrating experience.

Jerome-Allison wrote on 11/19/2020, 9:30 AM

It's finally resolved. On Oct. 28, the Magix Sales Department had sent an email with Vegas Pro 18 serial number and download links (installer, manual, etc.), along with the same for Sound Forge Pro 14. I now have it installed and running.

I have no idea why my ISP would quarantine those messages, when they hadn't previously.

Thank you everyone who helped.

vkmast wrote on 11/19/2020, 9:31 AM

Thanks for confirming.

@Jerome-Allison