Paid upgrade 2 weeks ago, still waiting for serials. No support so far

shb wrote on 10/5/2016, 11:32 AM

Like many of you I wanted to upgrade from VPro 13 to 14 (never skipped an upgrade since V3). I placed my order on 22 Sept. and still didn't get my serials for Vegas Pro 14.

So I contacted Magix support (email) asking for my VPro 14 & DVDA 7 serials. 4 Days later I received an email from a Magix support manager saying he would add the serials to my account. The next day Vegas Pro 14 (just the title) was indeed added to my account but the serials were not added. As of today the serials are still missing and the title has disappeared today...

I sent >10 updates/reminders to the same ticket , opened an another ticket hoping it would be read, and never got a response (except for the automatic boring reply messages). Calling them (in the Netherlands) is even useless. You have to walk through the menu options and in the end you are told to.... send an email... total waste of time & money.

Because this seems to be a dead end I decided to ask my money back, after all you get a '30 days money back guarantee'. So far no response either.

When I heard Magix acquired the SCS products I thought there would be a future for these great products. I fully understand the transition process is not easy but Magix should realise that by sending no or misleading communication to their clients and not providing even minimum support, will have consequences.
Hopefully Magix solves my complaint asap by sending me the serials I paid for or at least sends my 199 $ back.

I can understand Magix and SCS are working hard to handle the transition but this is not the way to threat customers! After all if clients don't generate income anymore or like in my case money has been taken then the future may not be as bright as it seemed.
I didn't want to share this on the forum at first but this is taking too long for me. Hopefully someone at Magix will take this seriously.

Curious to know if I am the only one still waiting for his serials (or refund..)

Stany

Comments

Robert Johnston wrote on 10/5/2016, 1:35 PM

I would expect for $199 that you would only get a serial number for Vegas Pro 14 Edit, not for DVDA as well. Are you sure you didn't pay $249?

Anyway, I'm disappointed that I haven't heard back from Magix regarding pre-sales questions I have. Magix is making me very nervous.

shb wrote on 10/5/2016, 2:02 PM

Hi Robert, I paid $199 and received a serial for Vegas Pro 13 & DVDA 6. I contacted support by email and got a message that they would add the serial for V14 in My Products page. Someone added the title but not the serial and today it's even gone.

Just like you I am getting very nervous. I have always been very happy with Vegas (since V3) and still find it a excellent application and would like continue with it. I can understand people at Magix & SCS are working hard to get everything in place but this should not affect their clients. No solution or feedback from them in 2 weeks is not acceptable. Hope your questions will be answered soon as well.

winrockpost wrote on 10/5/2016, 6:37 PM

Wow.. you guys are so much kinder than I wouls be!! I hope it gets sorted out for you, meantime I am using the sony version of 13...hoping that Magix gets it together and moves Vegas forward.

rstrong wrote on 10/5/2016, 10:00 PM

Sounds like it's time to call your credit card company to help out ?

NickHope wrote on 10/5/2016, 11:12 PM

Hi Robert, I paid $199 and received a serial for Vegas Pro 13 & DVDA 6. I contacted support by email and got a message that they would add the serial for V14 in My Products page.

I'm confused. Something is wrong here. If you purchased the $199 offer for V13+V14 upgrade, then it was only available until 31st July, but you ordered on 22nd September. On 22nd September, $199 would have bought you VP13 Pro Edit, and nothing else as far as I know. What did you order exactly?

shb wrote on 10/6/2016, 1:18 PM

Thank you all for your comments and advice.

Nick, Like many others I was mislead by the communication. As a Vpro 13 user I thought I would get a notification or email like it used to be in the past but it never arrived so I found a link somewhere here on the forum and ordered. I entered my current serial number and ordered. If you enter a wrong serial you just can't proceed so it looked good. The order form showed VPro 13 but I thought I would automatically receive VPro 14. I received serials for VPro 13 & DVDA 6 a bit later. After contacting support I only got 1 reply saying VP14 would be added to "My Products" but it never happened. I still hope someone from Magix is going to solve this in a professional way and fast.

VEGAS_EricD wrote on 10/6/2016, 4:57 PM

shb, please message me your email address you used when creating the support ticket or the ticket number itself, so I can look into this for you. Thanks.

shb wrote on 10/7/2016, 2:30 AM

Hi Eric, happy to see you want to look into this! I don't see a way on this forum to send you a private message. Would you be so kind to email me on shb[at]skynet.be so I can send you all the details. Thank you very much in advance!

Stany

NickHope wrote on 10/7/2016, 2:38 AM

I don't see a way on this forum to send you a private message.

Click on his name then click "WRITE A MESSAGE" at the top right of the page.

shb wrote on 10/7/2016, 2:49 AM

Thanks Nick!

Unfortunately the button is not visible on his profile. I'll wait for his email.

VEGAS_CommunityManager wrote on 10/7/2016, 5:03 AM

Hi everybody,

note that initially you can't write MAGIX employees messages. They first need to send you a message.

shb, you can send me the information and I will forward it to Eric or Eric needs to write you a personal message first. Either way we will find a solution.

vkmast wrote on 10/7/2016, 5:21 AM

This is confusing. When is a MAGIX employee not a MAGIX employee? From your profile and signature I gather you may be an employee but you can receive messages?

shb wrote on 10/7/2016, 5:58 AM

Just received an email (with apologies) from Magix, they will refund me today or monday. So thank you all very much for your support! Much appreciated!

VEGAS_CommunityManager wrote on 10/7/2016, 7:00 AM

A MAGIX employee is someone with a black hexagon with a "M" in it. In my case it's an exception because I'm the community manager. I need to be able to get messages at every point of time. In the future I will get an extra admin badge or something but this is not our priority right now.

You are welcome, shb!

vkmast wrote on 10/7/2016, 7:30 AM

Thank you for the explanation. Good to know about the exception as it helps to understand the peculiarities.

shb wrote on 10/12/2016, 1:09 PM

The Magix 30-day money-back guarantee works, I got my refund today. Thanks Magix.

Hopefully my new order for the upgrade will be painless.