SF Customer Support -- the BEST

musicvid10 wrote on 11/14/2002, 12:33 AM
Ok, after using VV2 for a year and a half, I bought a big fast HD just for NLE. Everything installed great, until I got to the point of registering the MPEG plugin. No go, SF has changed vendors and it won't register over the web.

Having previously undergone extreme anguish, angst, and desperation at the hands of another company who wants big $$ every time the wind changes, I expected to hear that I would need to upgrade just to make the thing work again like it did before. Not so, a really nice person named Ted gave me a new activation code over the phone, no hassle, even sent me a little reg file to use if my computer crashed, and I'm back in business.

Certain other companies (did I say P*******?) could take a big lesson from SF in engineering, marketing strategy, and customer care. Just had to say this. I've been using VV for 80%+ of my editing work. My S7 isn't even going to be installed on this drive....

Comments

FadeToBlack wrote on 11/14/2002, 2:40 AM
kkolbo wrote on 11/14/2002, 5:35 AM
Every time I have had to move hard drives (I clean them off every six months or so) SoFo has sent me a .reg file that adds the new code to my registry. Makes it quick and easy.

K
Lawrence wrote on 11/14/2002, 6:21 AM
Hi

You can copy this file from your window registry.
Just run "regedit" and look for sonicfoundry.

This will not work if your hard disk crash.
When you format your hard disk, a new ID is generated.
Yopu just need to re-register with SF and they will email you a new
activation code. Must say very efficient, recvd within a minute.

Chienworks wrote on 11/14/2002, 8:38 AM
There seems to have been a slight change in the registration process with the newer releases (VV3, ACID3&4, SF5&6). If you register online, the software updates the registry with the new activation code automatically. This is usually nearly instant and very painless, but the computer does need internet access. If you use the "Register from another computer" option, you will be eMailed a .reg file as an attachment which can be double-clicked to install it. Either way seems to work very efficiently.
BillyBoy wrote on 11/14/2002, 8:58 AM
Not my experience. I suffered repeatedly every time I've used the 'register from another computer' method, having to try one registration number after another until several tries later one finally worked. I even posted a few rants about it here awhile back. While I agree SF Customer support is top notch, the annoyance that can be caused by this obviously "broken" method of registration can REALLY annoy customers.
craftech wrote on 11/14/2002, 11:25 AM
"While I agree SF Customer support is top notch, the annoyance that can be caused by this obviously "broken" method of registration can REALLY annoy customers."

++++++++++++++++++++++++++

I agree, but I also respect their attempts at trying to minimize or block pirating.
I am sure that if they come up with another method which is equally efficient they will use it.

Considering the ease at which one can get help with their SF programs, SF diligent monitoring of these forums , the time they spend trying to resolve problems for individuals even when their numbers may be relatively small, and the fact that their
"specials" are really a bargain in light of the accompanying tech support my hat is off to them.

John
musicvid10 wrote on 11/14/2002, 12:51 PM
"...the fact that their "specials" are really a bargain in light of the accompanying tech support my hat is off to them."

I couldn't agree more, and SF's strategy of offering feature-packed "entry-level" products at a low price has worked with me. I got VF1, SFxp, and ACID Style all free after rebates and promotions. Guess what -- I now own VV2, SF5, and ACID Music 3, and recommend them actively to students and A/V wannabees alike. Like I said, P******* Systems could go to school on this one...