I have tried through "Customer Service." But that means mostly trying to wend my way through the website with its many offers of "self-help." One direction I was sent in said to get a new activation code I needed to register (in this case re-register) the software. However, even when I copy and paste the machine ID ad serial the website says they are "incorrectly entered." I am hoping someone who knows someone wil see this post and reply to the outstanding questions I have on the support site:
Question Reference #101204-000050
Subject: Authentication Code needed
Product: DVD Architect
DVD Architect Studio 4.5
Category: Activation
Error: Other
Version and Build: dvdarchstudio45b.enu
Computer ID: 8YXT-ZSJB-EJRR-SW
Operating System: Windows 7 - 64-bit
Submitted: 12/04/2010 07:09 PM
Last Updated: 12/06/2010 07:42 PM

Try contacting them by phone or email:
http://www.sonycreativesoftware.com/support/contactus.asp

Really, a personal contact has always been helpful for me.

No answers to my emails. I tried calling but they no longer do any registration via phone. Via phone it's all automated responses that direct you to the web pages for support. You get two options, submit a question (I have done this twice but got no reponse) or fill out the "registration" page. That page insists that the codes (copied and pasted directly from Sony's window) were "incorrectly entered." Only option left might be to but it al over again. That sucks.

Sony Creative Software customer service is a shame.
It is far away from being a "Customer Service".
I have been trying to contact them (using their online form) for 1 week with NO one single answer.
And my problem is that I can't download one file of a product that I have payed (2 licenses!!!)
Really sucks!!
This way they simply move people to illegally download the software instead of buying it....

Have your credit card company reverse the charges. You paid for a product you did not receive. I just threatened them with this for a product that doesn't work and they backed down and refunded. If they hadn't I would have went to the CC company as well.

As long as people tolerate this kind of nonsense they have no reason to stop doing it. I agree with your view on the customer support - there is none.

Bart

I had used my activations up and got in touch with Sony by phone not long after Vegas Pro 10 came out. I had problems with 10 and went to install 8 again and had to get more activations.

Many companies these days make it difficult to actually speak with someone. Unless they just changed their phone system you should definitely be able to get this resolved by phone. Yes if you select certain options you will never be able to speak with anyone on the phone. It will just give you the automated response. If that happens hang up and pick the next closest option and keep trying until you get to speak with someone.

It has been 1-2 months so can't remember what I picked or anything. My first attempt or two I got an automated response, but it didn't take long to get in touch with someone who was actually very helpful and gave me 5 more activations on all the products registered to my e-mail address.

I don't think anyone reads anything submitted online :/

Many companies these days make it difficult to actually speak with someone. Unless they just changed their phone system you should definitely be able to get this resolved by phone. Yes if you select certain options you will never be able to speak with anyone on the phone. It will just give you the automated response. If that happens hang up and pick the next closest option and keep trying until you get to speak with someone.

Often (never tried this with Sony) you can hit ZERO for every menu, even if zero is not given as a option. Eventually this will get you to a live person.

C'mon!!! Sony is not a small company. They are a GIANT and they have the responsability to serve their customers, whatever is a pak season or period.
Don't try to justify them if they want to save vbuck not hiring temporary workers to cover the peak season.
They are a SHAME for what concerns the customer support

To "Bartman" : yes, I will try to do waht you suggest but my problem i that I live in Shanghai and my credit card is hosted in Italy, so not easy at all right now.
Also, the chinese hotline, as reported on Sony website, seems to not work.
In this case the best way is always to escalate by finding the work email of some top manager and complain about the customer service support: in other cases it worked.
So, here I open a quest: who is able to find the work email of some top-managers in Sony Creative Software ?

I never knew you had a limited number of times to use your serials. I have had to do several restores on my pc, no telling how many activations I have know. It really seems like a person could take some kind of action against this. If a person purchases the software he ought to be able to install as many times as he needs to,he has purchased the serial,not leased it.