I hate to complain, but.............

zstevek wrote on 6/7/2004, 7:24 PM

What is wrong with Sony's customer service? I have posted here before that it took over 3 weeks for customer support to get back to me with a question. Josh finally answered and apologized for the length of time and explained the reason for the delay. Well I am going on week 2 for my reply to his reply and still no reply from him, do I need to wait two more weeks?

I appreciate the past offers by people on this board to answer my question, but no one can answer my question other than Sony. Josh gave his answer, I did exactly what he said and still he is ignoring my replies (up to 4 now).

Sorry, but Sonic Foundry's support system was far better.

Comments

Spot|DSE wrote on 6/7/2004, 7:33 PM

It's the same tech support team as it was with Sonic Foundry. What's new is, now that Sony owns the software, there are thousands more users, which probably translates to hundreds more tech calls.
I can't support a 2 week wait either, and that's not the norm, but it may well be just that. Keep being squeaky, but that's not the norm for Josh and his team. I know they are indeed slammed...but 2 weeks is a long wait indeed.
Is Josh the only one that can answer the question?

zstevek wrote on 6/7/2004, 8:14 PM

I don't know if Josh is the only one that can answer the question; he is the only person to reply to my inquiry.

My question has to do with licensing so only Sony can answer it.

Thanks for your input; I didn't know that the same support staff is in place. I never had problems with them in the past. I guess I am just frustrated.

Spot|DSE wrote on 6/7/2004, 8:18 PM

I'd be very frustrated too. I believe, but not sure, that they've added new folks, but in our daily/weekly dealings with the Sony folks, I can assure you they're doing everything they can to keep up with the new demands for Sony Software. Look at the Screenblast site, pages, etc. And on the DMN and DVInfo.net forums, we're seeing lots of new users. It's got to be nutsy!
If you want to email me offline, I *might* be able to help.

bStro wrote on 6/7/2004, 8:30 PM

If you haven't already, you could also try searching this forum. it's possible that the question you have has been asked (and answered) before right here.

Rob

TheHappyFriar wrote on 6/8/2004, 4:33 AM

Ever since V5 was release they've taken longer to reply. :) Before the V5 realease I was looking at a 1-3 day turn around. I'm still waiting on a cust service message from a week or so ago too. :)