OK, V8 aint perfect... but...

DJPadre wrote on 1/22/2008, 5:33 PM

Lets all just shut up about it for a while. I mean this site is a hub for support, i hear it.. and were all here to help with it.. but we KNOW vegas has issues...

if these issues keep happening, then we should all shut up and just submit them to the support team.
Fact remains is that no amount of huuuuuuufing or puffing here or anywhere else will change things.
BUT
The more issues we officially submit, the more chance we have of gtting these fixed.

I for one am happy to wait another 6 months for the next update. in fact, id recomend it if it means managing all these issues we see.
Hell, I dont have a problem with V7.. never did..V6 was wierd but they fixed it.. they always do... V8 seems OK for me.. but its obviously got issues..

So whats my point here..
Well if we conitnue to submit our problems te eRIGHT WAY, then thre is an oficial record of said problem. If the problem is an epidemic, then you never if sony might step up to the plat to back Madisson up.
Its obvious they need resources.. be it engineers or writers, or simple loans of cameras for testing purposes... WHO CARES what they need.. what we care abotu is what WE need..

So we need a working tool.
Lets give them the time to fix thebloody thing.. and hope that sales dont drop too significantly during this time.
Lets give them time to work on teh issues and give us a product which WILL do what we want it to do.

Thats what i think anyway..

Comments

farss wrote on 1/22/2008, 6:10 PM

I certainly agree with your sentiments. However:

1) We have no feedback from SCS. This is most unusual. Just take a walk over to the Sound Forge forum. Well they seem to have gotten a few old SF users miffed but at least they've been there talking to the users. Not so many years ago the SCS bods were here after every new release responding to concerns and issues. What has happened?

2) Has anyone gotten any meaningful feedback from logging a trouble ticket recently?

3) Let's assume we all hit the same problem and all submitted a trouble ticket. Poor support is going to be flooded. I've been in this situation years ago. Our old coax network would die when someone broke a connection. While I'm frantically racing around the building trying to find the break reception is paging me to take a call. Needless to say the call was someone trying to tell me the network was down. Not very productive. By getting reception to announce that the network was down and I was working on it I got the problem fixed quickly and the users didn't waste their time.
When I'd fixed the problem I'd get reception to announce it was fixed, then if anyone had a problem they know to ring me, just in case they had another problem.

I've had a bad run recently with the code I write. M$ hosed my app with Office2003 SP3. Within days they'd fessed up to the problem on MSDN, a few days later they had a hotfix.

I've spent the morning fixing a bad mistake I've made in some of my code. Only found out about it yesterday, I admitted to our users straight away I'd screwed up and today the fix should be with them. It could have taken longer, my stuff is pretty simple but the point here is I'm being honest and transparent.

And as you say V7 works as well as ever it did. Maybe every purchaser of the latest full release should also get a serial number for the previous release, sort of like M$ are doing with Vista.

Bob.

DJPadre wrote on 1/22/2008, 7:25 PM

And as you say V7 works as well as ever it did. Maybe every purchaser of the latest full release should also get a serial number for the previous release, sort of like M$ are doing with Vista.

NOW THATS AN IDEA!!!!

DJPadre wrote on 1/22/2008, 7:25 PM

drmathprog wrote on 1/23/2008, 7:08 AM

Perhaps just an explanation of their absence would suffice for now, as in; "We're sorry we've been scarce in the Vegas forum recently, but it's because we're ....". It's a little unsettling to be left in the dark like this.

CorTed wrote on 1/23/2008, 2:27 PM

Bob, I think you hit the nail on the head!
I see numerous posts of people sending a 'support' ticket to Sony.
Many of them with the same complaint. But where is the feedback?
At most you'll hear that someone got a response from Sony: "thank you we are working on it" ??
This forum is a great value for each and everyone who is a Vegas user, it is supported and 'maintained' by Sony, but it seems they are never home!
It would be really great if some of the SCS staff would reply on some of the issues which are brought up in this forum, if anything just to keep the minds at ease knowing they are at least listening.

Ted

farss wrote on 1/23/2008, 3:22 PM

Support is seriously lacking. I just don't bother submitting trouble tickets. I leave insulting my intelligence upto my clients, they pay me for the privilege.
Latest gem from another SCS forum.
User submits trouble ticket along the lines of:
I've recently upgraded from 2.0a to 2.0b and am having this issue...
Reply:
There's a new version available, 2.0b. Please install that and see if your problem is resolved.

Having paid for Gold Class support that's available globally 24/7 is what is desperately needed, so long as it bypasses the monkeys typing on keyboards and takes you directly to someone who can read.

The other constant problem is the "we can't reproduce the problem" call. Two solutions to this:

1) Publish the specs for a reference system(s).

2) There's several remote access tools available. One of them built into all M$ OSs, I use them regularly to save on air fares. If that fails or will not work then there's always the option to get on a plane. I've had a supplier in Holland send a bod down here in 48 hours because there was a problem that they couldn't repo. I offered to remotely help diagnose the problem but no, "that's not our users responsibility". Maybe he just wanted to get a tan but he got the problem identified and fixed.

Bob.

drmathprog wrote on 1/23/2008, 3:37 PM

I too am in the software business, and I doubt I could sustain my business if I observed SCS's customer support standards and practices.

DJPadre wrote on 1/23/2008, 10:18 PM

"SCS's customer support standards and practices"
Is THAT what its called...?

I always thoguht it was release an app and hope for the best.. fix the crap to shut most of em up but pretend we're not here if the problem persists...

MRe wrote on 1/24/2008, 3:14 AM

I fully agree with you DJP (the original post) but... (someone once said that a "but" in a sentence nullifies everything said before it).

The fact is that VP8 has more bugs effecting my work than any other Vegas version I've used so far (4; 5 and 7). It may not be buggier than the others but I happen to use the features which do not work. Either way, but my user experience is worse than with earlier versions.

Why not switch back to previous version? a) because new version should work (we are already in its second bug-fix release) and b) I need AVCHD -support.

OK, I currently have three open trouble tickets, of which two has not been answered yet (posted last week). If the initial reply is going to be: "Please update to 8b" I do not feel that I've been listened to. Also if the only solution is to reinstall OS + all apps it won't help. I do not like to do it in a haste because it would take another two to three days to get everything up and running including all three party plugins which need to be reregistered.

The reason why I first "whine" here is that before posting a trouble ticket I search for confirmation that it actually is a bug and not something I'm doing (or not doing). I'm asking whether someone can repro the problem.

Not all the problems can be reproduced, though. There must be zillions of combinations of different setups including software and hardware.

Anyway, if someone from Sony is listening, I would like to suggest that the guys would set up similar structure as MS is having: they nominate the people who are active in newsgroups with Microsoft MVP status (MVP=Most Valuable Professional). These MVP's help others by providing solutions in MS support forums and in usenet. MVP's have an direct (or more direct) access to MS internal support data and personnel. This could be one approach: having Sony MVP's (MegaVegasProfessional) to check the problems and then reporting back to Sony (SCS) guys directly and bypassing the regular support, which then could concentrate on licensing and registering issues, or whatever.