Sony support is worthless from my experience.

The only response I have ever gotten is to uninstall, uninstall a whole range of other non Sony applications, disable services and such. I have been told this more than once in the same support thread that was going on for months. The support person did not even read the history of what was said in the support thread.

I have offered sample project that duplicate the problem. At least on my machine they would duplicate 100%. They were never interested in looking at those.

I think there is only one support person, or at least everyone is "Eric D".

I've had mixed results dealing with Sony support that seems to be determined by the product line I'm inquiring about. For example, I've had less useful responses with questions relating to Sony Vegas, than I've had with Sound Forge. In fact, I had a back and forth discussion with a Sony support person about problems I was having trying to import a video clip so I could work with the audio track in Sound Forge v8. When they finally determined there was a bug in my version of Sound Forge, they gave me a free upgrade to version 10 (the latest release at the time). So, in this instance I couldn't be more pleased with their customer support. Even their customer support on Televisions was outstanding. My 2005 purchase of a Sony LCD 50" TV went bad in 2011 when the LCD developed blotchy blue color spots on screen. Sony customer service gave me a huge discount on the purchase of a new ultra thin Bravia TV; so much so, that I even upgraded to a 60" model.

But when it comes to Sony Vegas Pro, I've noticed a decline in the usefulness of Sony support that I'd say started about 2 - 3 years ago.

Addendum:

I reported an issue I thought was a bug. It was with the XAVC encoder. I made available a vegas project and media file(s) to reproduce. Support did download the file. They were able to reproduce the issue and we will see what happens. That begins to balance out my experience at least a little.

Thank you for your responses. Now I know I'm not alone.

Eric D. does seem to be the only name they use for support.

I'm starting to collaborate with editors using other software programs and I've tried using Vegas 12's export features to Premiere Pro, Final Cut (7 & X), etc.
Doesn't work. Crashed Premiere Pro CC and After Effects. Makes me wonder if Sony Creative Software is throwing in the towel. 'twould be a shame. I've used it for many, many years and enjoyed it, but from a purely professional standpoint, I will not trust projects to it.
Not worth losing clients because you have to wait months before anyone from their tech team even acknowledges your support ticket.

Anybody from Sony Creative Software troll these forums? If you are, you might want to take note and pass it up the food chain.

TO BE absolutely factual, SCS staff are indeed monitoring your posts WallyT and if you have some "experience" - it would be totally wise to document every step with support - from diagnosis to possible resolutions - then post your situation here.

Truth be told SCS made an attempt as far as it goes to be an export tool to other NLEs under certain conditions. AS far as most members have experienced on this forum, the attempt does what it is designed to do.

You can not be helped until you become a little more engaged with the process.

No need to flame me videoITguy.

I have engaged tech support with all information they've needed with regard to my original post. My point is that if they truly want to cater to professionals, they need to answer tech support questions in a timely manner. One month is not timely.

I really don't have time to be any more "engaged" in the process. I have deadlines. Running down software bugs does not put money in my pocket.