How do you get Sony to address problems?

IAM4UK wrote on 2/14/2010, 4:43 PM
This applies to Sony Vegas Pro 9.0c, SoundForge Pro 10.0a, and DVD Architect Pro 5.0a...

Since mid-December, I have been seeking Sony support because each of their programs fails to recognize my optical drive (LG Blu-ray burner), while every other program that can access an optical drive recognizes it.

Sony support has closed each trouble ticket as "solved," but has yet to provide any solution or even suggest that a solution is forthcoming.

This is very expensive software, and some basic support should be included. How does one get Sony to address problems with their software?

Comments

Rob Franks wrote on 2/14/2010, 5:02 PM
"This is very expensive software, and some basic support should be included. How does one get Sony to address problems with their software?"

My guess is that they have come to the conclusion that "their software" is not the issue. I say that merely since I (and many others) have A LG blu ray burner and have no issues at all with any of the Sony products seeing the burner.

Indeed if all 3 programs are not seeing the burner then the chances are it's a hardware issue with your machine and they can't be of much support for this.
TheHappyFriar wrote on 2/14/2010, 6:02 PM
well, the software isn't expensive. Compare it to other platforms and you'll see. :) (price normally has nothing to do with support: a brand new $10,000 car normally has the same warranty as a brand new $60,000 car).

But that's no excuse for no support. but you said they closed the ticket. They do that when they response some how & tell you if you still have trouble to contact them via the ticket again, which it doesn't sound like you did.

There's also a phone # you can call.
jrazz wrote on 2/14/2010, 6:52 PM
I had a sony burner that wasn't recognized- they actually wrote me a .dll file to allow DVDA to see it. Perhaps they did this b/c it was a Sony drive? Perhaps they would have done it had it been a LG? Who knows, but they did. I didn't ask them to, I just asked if they had any ideas on how to get DVDA to recognize the drive and they sent me a DLL once I gave them my drive spec's.

At that time I didn't really need it as I used Nero to burn images from DVDA- but now I let DVDA do all the initial burning.

j razz
CorTed wrote on 2/14/2010, 7:37 PM
I think Rob Franks said it right!
I also have a LG blu Ray burner, and all of the Sony programs recognize it just fine for me.
This may be some kind of hardware issue with your machine.
TheHappyFriar wrote on 2/14/2010, 7:46 PM
if others are using it them it may be a firmware thing.
Former user wrote on 2/14/2010, 11:39 PM
Optical drives are strange beasts. They appear to behave like a hard-drive, but they're actually more complex. Firmware and drivers are critical. I had some issues with Vista and my Lite-On BD drive. Switching to Win7 actually solved the problem. I did find some firmware updates for Vista, but switched to Win7 (and then had a working drive) before I could install it. And now, if it ain't broke, I don't fix it.
rmack350 wrote on 2/15/2010, 12:08 AM
Firmware might well be the problem. I have a no-name drive that didn't work for the first 6 months of DVDa's existence. Eventually I found a firmware update and haven't had a problem since then.

Rob Mack
Grazie wrote on 2/15/2010, 12:29 AM
http://www.sonycreativesoftware.com/forums/ShowMessage.asp?Forum=4&MessageID=686220Still from December 09 . .. [/link]

Rob, it would appear a firmware had been installed?

Please fill out your specifications. That might ALSO assist SONY yes?

Not good. A real PITA.

Grazie
Melachrino wrote on 2/22/2010, 8:35 AM
IAM4UK.
What is the LG Blueray burner model that is giving you problems ?

I am in line to eventually add a Blueray burner to my system.
Currently, my Vegas 9.0c, and earlier, including DA5, crashes when trying to burn normal DVD's or BD5 in a multiburner. The culprit is a conflict with a Blueray player, diagnosed with Sony Support. The workaround is to disable the Blueray player when working with Vegas or DA5. So far, I have not found a fix, driver or update for this problem.

Thus, I am very leery in migrating to Blueray burners if there is no integral fix to these incompatibilties.
robwood wrote on 2/22/2010, 9:25 AM
i've had same problem with LG blu-ray burner (GBW-H20L) and DVD-A.

no problems using the burner with other software (ImgBurn, Encore) but DVD-A goes BSOD whenever i select "Make Blu-ray Disc"... only way to avoid it was to turn off the LG burner before trying to create an ISO.

in the end had to use a different computer to house the LG burner. works fine as long as DVD-A is nowhere near it :)