OT: Pinnacle support

Steve Grisetti wrote on 1/6/2004, 8:49 AM

In defense of Pinnacle, Studio is one of the most popular programs of its kind and, shame that it may be, I'm sure their tech support is overwhelmed, especially when it comes to answering e-mails. Likewise, the forums are overloaded with unique problems, so not everything gets addressed.

Right now we're a relatively small community who've discovered MS3. And, since Sony took over, Sonic Foundry has actually reduced its personnel.

Fortunately, the programming is much more stable in MS3 and the problems are much more rare. And clearly Sonic Foundry/Sony monitors this forum and responds as often as possible.

I have all the confidence in the world in this product and its designers. Let's hope their inevitable success doesn't see them overwhelmed some day!

laz wrote on 1/6/2004, 11:40 AM

S8 is very popular, but doesn't appear to be as rock solid as VF. I must admit I miss some of the interfaces within S7, and it's Hollywood FX's, but I'd rather have stability than anything else. My learning curve went from VW5, S7, then VF and it's stopped there for quite a long time (but I may go to Vegas one day if the wife lets me).

I assume some of the interfaces between VF and MS are different and there's minor bugs, but I'm sure Sony will sort it out.

Steve Grisetti wrote on 1/6/2004, 1:12 PM

Actually, Video Factory and Movie Studio are virtually the same program, except that Movie Studio adds a few more, very valuable features.

As for bugs, the programmers moved very quickly to correct some minor bugs in version 3.

I'm sure, as we all continue to pound on this program, we'll find another weakness or two down the line. But, considering what this app is capable of doing, I'm amazed at its integrity!

JohnnyRoy wrote on 1/6/2004, 3:26 PM

I actually had to call Sony support for the first time today after using Sonic Foundry products since 2001 (I was having a registration problem after building a new PC) and I got someone on the phone very quickly. They were very willing to help and when they didn’t have an answer they directed me to level 2 support where the person fixed my problem on the phone. All I can say is, Sony/Sonic Foundry support is exemplary.

~jr

mmreed wrote on 1/6/2004, 4:43 PM

JR:

Thats great to hear!

I have been emailing Pinnacle support for weeks with no reply...posting on the support forum with no reply.

Uhhg.. I cant wait till I get my Canopus ADVC 300 so I can trash my Studio Deluxe card I use for analog out.... maybe Ill trash it now and just use my dvcam as a pass thru. <grin>

Stiffler wrote on 1/7/2004, 2:14 AM

mmreed, your problems with Pinnacle sounds like my problems with VideoWave way back when....

There is nothing better to have something work the way it should, and if there is a rare problem....all the answers are right here, in this forum!

(laz, is that you from VW)?

ADinelt wrote on 1/7/2004, 9:18 AM

If you have never had the joy of using Pinnacle software, you should go and visit their forum and scan through their postings. Very rarely do I ever see a posting there that is good news, unless someone has found a multi-step, jump through the hoop, pray to the video gods solution for something that should have worked in the first place.

You will soon realize how lucky we are to have a product like Screenblast!

Thanks...
Al

mmreed wrote on 1/7/2004, 10:36 AM

and now that they just released Studio9.... things will be very interesting there! I dont even want to try to imagine the bugs in a new version of Pinnacle software!

Just for fun, I continue to follow up on my support request from them which is over a month old, and still remains unanswered. <grin>

Thank you sony for showing me the light!

ADinelt wrote on 1/7/2004, 7:24 PM

So, do you think Pinnacle would have the nards to actually charge a Studio 8 user to upgrade to version 9?

Ya know, it's hard to type while you're laughing hysterically!!

Al

mountcon wrote on 1/7/2004, 11:00 PM

Pinnacle has made it pretty clear on the forum anyway, that they will not be giving S8 users any sort of break on the upgrade. After all, they will still provide support to S8 users, so why should they? The decision to upgrade to the new version is the user's. So pay, you must. Otherwise, hope that patch version 8.x,xxx.xx will finally solve the proliferous problems.

laz wrote on 1/8/2004, 12:28 AM

Hi Stiffler, nice to see you back on the forum. BTW it was you who first showed me that there was another way to do dv editing without audio/video out of sync, crashing, rendering and printig to tape probs. Thanks mate.

ADinelt wrote on 1/8/2004, 4:45 AM

I've been keeping my eye on the Studio 8 updates to see if anything new has been released. They are still stuck at 8.10.4 from October, 2003, which is where they were when I bought my DC10plus card which came with Studio 8.4.

I can see Pinnacle getting to the point where they will be telling users that in order to get a fix for the problem they are having, they will have to upgrade to version 9. I've seen this in the past with other software vendors and with the apparent number of bugs and problems people are having, it really doesn't make a lot of sense to devote a lot of time, resources and money into fixing an older product. Just out of curiosity, does Pinnacle still provide updates to Studio 7?

Al

BeBeep405 wrote on 1/8/2004, 4:53 AM

I gave up on Studio8, and Pinnacle in general, and just switched to Sony's MovieStudio. Pinnacle is loosing out on more then money by not helping out those who bought Studio8, their name and other products are being ruined! I won't by another Pinnacle product! Buy product (Studio8) and no help from them! Studio8 would be great if it worked!

mmreed wrote on 1/8/2004, 5:52 AM

studio8 ver 8.12.x is now out on beta... and it doesnt solve any of the crashing or OOS issues. imagine that!

My support request is now over a week old... if you want humor reading, check out www.reedassociates.com/docs/studio8.pdf

ADinelt wrote on 1/9/2004, 9:13 AM

Just a quick update on the Pinnacle forums...

There is a lawyer who is tired of having so many problems and is looking for anyone to join in on a lawsuit against Pinnacle.

Things are starting to get interesting...

Al

mmreed wrote on 1/9/2004, 9:51 AM

I just saw that and emailed him.

Even thought I dont use Studio8 anymore - I enjoy reading the forums... they should use it as a model for a college level business class - "Fundamentals of Customer Service - what to avoid"

Steve Grisetti wrote on 1/9/2004, 11:38 AM

Okay, it could get interesting but -- for crying out loud -- are we suing over negligent customer service now?!

What's next? Suing McDonald's because they ran short of Happy Meal prizes?

mmreed wrote on 1/9/2004, 12:09 PM

no -
its actually suing over Pinnacle selling a product that does not work.

Its not even about Customer service... I could have dealt with poor customer service as long as it would eventually work...

the issue is people pay money for items that sit dead in their machines becuase pinnacle puts out junk.

Cars have lemon laws... I think software should too... if it wont work - you should get a refund.

mmreed wrote on 1/9/2004, 12:19 PM

those of you that were burnt by pinnacle...you may want to email this gentleman. He is serious about pursing Pinnacle and getting people a refund.

his email is james@zitesman.com

He is an attorney: http://www.zitesman.com

While I hate all the "spilt coffee" lawsuits... I do thing Pinnacle needs something like this to get them to stop putting out junk. More importantly - I spend hard earned money on Studio 8 only to have to throw it away because it did not work from the beginning, and still doesnt. To me, this is a legitimate pursuit of recoupment.

kgresko wrote on 1/9/2004, 1:53 PM

Thanks Mark for the heads up on the Lawyer. I just sent him an email. I live about 2 hours from him here in Ohio.

ADinelt wrote on 1/9/2004, 5:24 PM

I've also just e-mailed him. I live in Canada and asked James if I can be involved in the lawsuit or not.

Pinnacle really needs to be held accountable for software that does not live up to how it's advertised. And speaking of advertising, it is very misleading when the box art shows 8 Emmy awards, leading the consumer to believe it is the Studio 8 software that won the awards. I somehow don't think it was Studio 8 that won the awards but it some other higher end software.

I would almost prefer to see Pinnacle admit the problem is their software, then drag this through the courts. I am also sure Pinnacle would rather not see their names dragged through the media.

I will never go back to Pinnacle. Screenblast, I am here to stay.

Oh, by the way, James postings on the Pinnacle web site have been removed. Guess Pinnacle didn't like what he had to say!!

Al

mmreed wrote on 1/9/2004, 7:18 PM

I noticed they removed his post as well... he left me a voice mail about it.. sounds like Pinnacle just fueled the fire.

Since he is a lawyer - he can pursue this at a rather low cost.

its good he offered this to the community.

kgresko wrote on 1/11/2004, 1:22 PM

grisetti: Perhaps if you had the same experience that many of us EX-PINNACLE Studio users have experienced you might feel the same as we do.

And yes people sued over McDonalds for making their coffee too hot!!!

Remember this is America the Free!!!!

Steve Grisetti wrote on 1/12/2004, 7:04 AM

Actually, even the "hot coffee" suits had their rewards reduced pretty significantly on appeal ;)

Anyway, I am an ex-Pinnacle user who had a relatively positive experience with Studio, though it was not without its challenges.

Has anyone tried simply asking for your money back rather than filing a class-action suit?

Pinnacle is a reputable company whose higher-end products are very highly regarded. It seems to me they'd honor a request for a refund made by someone who simply couldn't get their product to work. (In fact, I think I've even seen their tech support do so on the forums.)

And maybe, if enough people did it, they'd either focus more on de-bugging or get out of the now-end editing business.

And, failing that, sic the lawyers on them! :)