Tickets closed without any answer from Magix Support

Hans-Stahl wrote on 7/30/2021, 6:26 AM

Two times Magix Support have closed my Tickets without giving me any respons at all. After a couple of weeks after created the first Ticket I got:
Thank you for your mail.
Unfortunately, we can't process your request, since your ticket has already been closed. Please create a new ticket via the support form on our website:........

No answer regarding the problem!

I created another Ticket about the same problem and after some time I got the same reply.

Has anyone else experienced this problem with Magix Support?

My problem and reason for the Tickets: Vegas Movie Studio 17 Platinum don't render AVCHD/m2ts-videos at all and complains about a missing add-on software module.

Comments

j-v wrote on 7/30/2021, 6:56 AM

Which build of the program do you use?

Hans-Stahl wrote on 7/30/2021, 7:38 AM

Build 223.

Hans-Stahl wrote on 7/30/2021, 7:42 AM

I just noticed that it seems to be possible to render AVCHD when I change the m2ts-video klip with 5.1 audio to stereo in my project.

j-v wrote on 7/30/2021, 7:44 AM

👍

Hans-Stahl wrote on 7/30/2021, 8:14 AM

But I'm not satisfied with stereo when my video clip have 5.1 audio. My VMS should render AVCHD with 5.1. Now I have to render mp4 to get 5.1. This is not according to the product spec.

fr0sty wrote on 7/30/2021, 8:57 AM

I don't see where the product spec specifies the ability to render avchd in 5.1... care to point that out?

As for support, I do know that if you do not reply to their response for 10 days, the system will automatically close your ticket. Perhaps that is what triggered your issue.

Hans-Stahl wrote on 7/30/2021, 9:08 AM

Ok, thank you.

Regarding the support, I did not get any respons from the support team at all so I contacted them again. It was after this contact I got the message that the ticket was closed. So they did not answer in a few days, nor 10, as they said.

fr0sty wrote on 7/30/2021, 9:10 AM

As for rendering to mp4, it is the superior codec, and plays back on more devices, so why is that a problem?

Hans-Stahl wrote on 7/30/2021, 9:12 AM

I will continue with mp4 after this.

Thank you.

fr0sty wrote on 7/30/2021, 9:12 AM

It's possible your first email got snagged in a spam filter, I've had that happen before with other products, then the 10 day closure triggers, you write back asking what's up, and then it informs you the ticket was closed. Frustrating, I know. I've been there.