Support not responding for weeks

bonki wrote on 11/11/2025, 2:23 PM

Hey everyone,

I opened a support ticket three weeks ago and even followed up with another email a week later – but still no reply whatsoever.

To sum it up quickly:
I subscribed to the 2-year SmartScription in October 2023. In September 2025, I received an email stating that SmartScription would be discontinued. It said the subscription would run until its end, but not be renewed or extended – and as a “special gift,” I’d receive a free permanent VEGAS Pro 23 license.

But on October 21st, the subscription renewed anyway, and 600€ was charged via PayPal, even though:

- SmartScription was supposed to be discontinued

- VEGAS Effects / Image (which were part of it) are basically dead

- and now I’ve apparently been downgraded to a regular VEGAS Pro Suite 2-year-plan – at double the price?

What I first thought was just an oversight is now starting to feel like a rip-off, especially given the complete silence from support.

Has anyone else had this happen with SmartScription or waited this long for a support reply?
Any advice on how to proceed?

Thanks in advance.

 

Comments

VEGASDerek wrote on 11/12/2025, 7:48 AM

I have forwarded this to the sales support team.

Brianimal wrote on 11/24/2025, 12:52 PM

@VEGASDerek I am in the same boat. I have been waiting for 20 days with no response from the support team on my ticket, even sent several follow up emails. Are you able to get anyone's attention for me please?

bonki wrote on 11/24/2025, 2:10 PM

@VEGASDerek I am in the same boat. I have been waiting for 20 days with no response from the support team on my ticket, even sent several follow up emails. Are you able to get anyone's attention for me please?

Same here. I really appreciated Derek forwarding it and I’m thankful for the effort, but sadly there’s still been no response.

I rely on VEGAS daily for work, especially now during the busy Christmas season, so stress and outages are simply not something I can afford right now.

I’ll send a final ticket on December 1st and wait until the end of the year… but if nothing changes, I’ll have no choice but to ask PayPal for help. I really hope it won’t come to that.