Support non existant now or what?

Randy Brown wrote on 5/25/2012, 2:56 PM
I've emailed support twice in 11 days and still received nothing.
I haven't needed to contact support in ages because this forum usually resolves my issues (although the activity of the forum seems to be about 1/3 of what it used to be) but I don't remember them ever taking terribly long ...anyone know what the norm is nowadays?
Thanks,
Randy

Comments

drmathprog wrote on 5/25/2012, 3:02 PM
My experience over the past two years is that is takes about a month, give or take a day or two.
rs170a wrote on 5/25/2012, 4:05 PM
Randy, my recent support experience was a submission on April 25 with the first response on May 7, so 13 days.

Mike
rmack350 wrote on 5/25/2012, 4:22 PM
My oldest unanswered tech support question is dated May 1st, so that's 25 days and counting. They evidently logged an auto-response but those never reach my mailbox. I think there's something screwed up with their mail system, in addition to their support system.

You should definitely keep your eye on your tech support questions manually. If they make a response and it never reaches your mailbox they'll wait for a little bit for your response and then if you never respond they'll mark it "solved".

Rob
VidMus wrote on 5/25/2012, 5:16 PM
Make sure their responses are not going to your junk/spam email folder and/or being blocked by your email provider.

Other than that, if they have a lot of support issues/questions from users and are also spending a lot of time working on Vegas then they will have very limited time to get to your issue/question.

They probably have a backlog so it will take some time to get to you. Also, some issues/questions are already being worked on and will naturally be answered with the next update so it would not be necessary for them to respond directly to you.

No doubt there are issues/questions presented to them that have already been answered that takes up time that can be better used working on Vegas.

It is best to start here in this forum than with SCS! With complete system information as well!

Note: If SCS does not have complete system information from you they cannot help you.

rs170a wrote on 5/25/2012, 5:27 PM
Go to My Account - My Support on this forum to make sure that it hasn't gone to your spam folder.

Mike
pwppch wrote on 5/26/2012, 6:51 PM
@Randy

Is this the problem you reported related to you SONAR plugins not showing up?

Peter
rmack350 wrote on 5/27/2012, 2:14 AM
My Account - My Support always leads to an error page for me, but I can get to it in a roundabout way starting at Support - Technical Support and eventually finding the way to submitting a question. You get tabs on that screen and the My Stuff tab gets to your questions, and it also shows you the answers that SCS has attempted. So even if you aren't receiving answers you can see if an answer was attempted. In my case, SCS has made no attempts in the last 25 days.

Rob
Randy Brown wrote on 6/5/2012, 12:52 PM
@Randy

Yessir it is...as it turns out this was user error all along....found out just today Neat Video didn't show up in video fx and later discovered I had installed Vegas 32 bit instead of 64...sheesh