How long does it take Sony Support to respond?

Kit wrote on 12/2/2011, 6:55 PM

I bought two upgrades for Vegas 11 on November 30th. I had to do the orders separately and I have received only one serial number (for the second order). I've been waiting over 4 weeks for a reply concerning a problem with Sound Forge. I do not want to wait over a month to get a serial number. Phoning is awkward. Does anyone have any other ideas for how to get my missing serial number? Thanks,

Kit

Comments

vkmast wrote on 12/3/2011, 12:23 PM

Kit,
try the link given by ForumAdmin in this thread:
http://www.sonycreativesoftware.com/forums/ShowMessage.asp?ForumID=4&MessageID=782295
Has worked for some at least, me included.

Kit wrote on 12/5/2011, 6:39 PM

Thanks, how long did it take you to get a response? It's approaching a couple of days now using the form you suggested and I have yet to hear anything.

Kit

rs170a wrote on 12/5/2011, 7:11 PM

Hate to tell you but I've read reports of as long as a month :(
My recommendation is to call them.

US, Canada, and the US Virgin Islands:
English language service
800.577.6642 (toll free)
9:00 a.m. to 5:00 p.m. CST, Monday through Friday

European Locations:
United Kingdom: 0800 028 1475 (toll free)
France: 0805540331 (toll free)
Germany: 0800 0006511 (toll free)
Switzerland: 0800 563636 (toll free)
9:00 a.m. to 5:00 p.m. CST, Monday through Friday

World-wide English language service
608.203.7620
9:00 a.m. to 5:00 p.m. CST, Monday through Friday

Mike

drrohle wrote on 12/5/2011, 7:36 PM

One looooonnggg month for me last April, 3 weeks and counting so far this month. Yes, a very long time, Unacceptable for sure!!!

Steve Mann wrote on 12/5/2011, 9:38 PM

My experience:
Customer support - with a question about an order, activation or serial number, almost immediate resolution over the phone. Next day by email.
Technical Support - the last time I had a question on using a Vegas feature, I got a response the next day by email.

It appears that when users are asking SCS how to fix their PC, then it could take a month or more, and then you get a canned response.

Kit wrote on 12/6/2011, 9:28 PM

Thanks for the info, Mike. I settled on faxing them and that seemed to do the trick as I got an email within 24 hours.

Kit

diverG wrote on 12/7/2011, 1:36 PM

Just had a reply today against a ticket raised 24 Oct.
Problem acknowledged. To be fixed later.

Geoff

Cristian Torrent wrote on 12/11/2011, 3:25 AM

2 Support tickets, a feeble "we are very busy" answer for one, the other answer asked questions that were already dealt with in the three videos I put on YouTube to shame Sony into action, but now all quiet on the western front.

Appalling service from them.

I doubt I can ever recommend Sony to anyone now.

Leee wrote on 12/11/2011, 2:09 PM

When I saw the title of this post I thought of the old Tootsie Pop commercial...

How many licks does it take to get to the center of a Tootsie Pop?
The world may never know!