This is still going on!!?

Come to think of it, I got an automated response in December after waiting two weeks... responded to it and now it's been another 2 months

I love VEGAS, but this is wildly unacceptable. If they don't fix this soon, I'm foreseeing charge-backs in their future if customer support is just going to be completely abandoned for months on end.

Dittos here. It's obvious Vegas is in a state of limbo. i wonder if Gary Rebholz is still leading the team. Anyone know?

i wonder if Gary Rebholz is still leading the team. Anyone know?

Good question, when I do a search for Gary here on the forum I get this:

Gary didn't show up here since 22 July last year...

Also I do not see anyone of the devs here anymore...except @VEGASDerek sometimes....

Why do I get the sinking feeling with all the sloppy execution of the last couple versions and lack of communication going on that actual development for this software is on its last legs. I hope not but it feels like it. The campaign for this version felt like it was an all in type of situation and the results seemed lackluster.

No, that's not the case regarding development, and I expect to hear more before long.

This is not looking good.

The Marie Celeste was found with no one on board.

Hang in there, folks. Don't run wild with the speculation just yet.

We are nearing 5 months since the last stable build was released and haven't received much, if any, communication about what is happening or if there is any timeline. Support is almost non-existent and people can't get help with simple issues or refunds. I don't blame anyone for speculating at this point because there is literally nothing for anyone to go on besides what a singular dev chimes in with somewhere in the forum every week or so.

Unfortunately, it’s always the same pattern: those who talk don’t know anything. And those who know something aren’t allowed to talk. Except: stay cool.

Time for a singular dev to chime in since it has been a week or so...

We do apologize for slow response from the sales inquiries. Stuff related to sales (including refunds) go through a different channel that technical support. The Vegas technical support team has been working hard to keep up to date with support tickets, though the support for other Magix products, which are not handled by the Vegas support team, seem to have fallen behind a little bit (or maybe a lot). While all Vegas support issues are supposed to be funneled to Vegas support, some tickets appear to have been misdirected to Magix support which may explain some of the problems our users are seeing.

In terms of Vegas development...we are quite aware that not much has come out from us in quite a while. With that said, the team is working very hard still and I can assure you that Vegas is not dead or on its "last legs?". The restructuring with the new management team has been very time consuming and has taken much more of our attention than any of us would have liked. The last 2+ years have been a struggle for us as Magix went through some very difficult times. I understand the frustration many of our users may be feeling. Once we get through this, Vegas will be in a much stronger position for us to move forward into the future.

One last thing...where is Gary? He still works for the Vegas team, but his role is different now so he is not as active day-to-day with our users.

I know me saying the following will be little comfort after 2 years of seemingly empty promises, but I am confident about the future. If I was not, I would not be working for the Vegas team anymore.

@VEGASDerek many thanks for the update, it is reassuring that activity is still ploughing forward. There are many on this forum supporting Vegas and looking forward to being able to use the updated V23 in due course.

Thanks for the update @VEGASDerek! Sometimes the wheels of progress seem to turn to slowly in the age of instant gratification.

thanks for update, in the Vegas team we trust

@VEGASDerek, thank you for your open communication. It is much appreciated. I will continue to support VEGAS as much as possible.

@Joao @thesammy58 @monoparadox @3POINT @MarkAnthony121 @RogerS @johnny-s @fr0sty @Wolfgang S. @VEGASDerek @andyrpsmith @Reyfox @BMR-D @Harold-Linke

I just wanted to chime in, as we have the same discussions at the Magix.info-Forum about not being able to reach anyone at Magix for many months by now and tickets getting automatically closed.

Yesterday, a moderator got a response from staff, and it looks like Magix support has currently way over 2000(!) open tickets they need to handle. At the moment, they are still answering tickets from January.

It looks like they cannot handle the amount of support request they get each day.

Cutbacks? Downsizing?

@johnny-s Definitely. It's publicly known that Magix cut down staff from about 200 to about 125 in 2024 during their insolvency proceedings. And in summer of 2025 the Samplitude development team and support staff switched to BorisFX, so there are currently even less people there.

Wouldn't feel that bad if users also paid a lot less for the same product.

Thanks VEGASDerek! Much appreciated communication. The last thing I would like to see is Vegas down the drain. There is no other NLE I'd like to go to. Your comment is reassuring. Hang in there!

@johnny-s I assume they thought they can handle the amount of tickets with a much smaller staff thanks to their new AI customer support bot they introduced in Summer 2025 (after that the support problems started). But that thing doesn't seem to help as much as it cannot handle topics that need human intervention, like purchases, customer account and licenses.

Indeed. AI "slop" is a real issue.

 

I just wanted to chime in, as we have the same discussions at the Magix.info-Forum about not being able to reach anyone at Magix for many months by now and tickets getting automatically closed.

Yesterday, a moderator got a response from staff, and it looks like Magix support has currently way over 2000(!) open tickets they need to handle. At the moment, they are still answering tickets from January.

It looks like they cannot handle the amount of support request they get each day.

There is nothing we can add to the posting of Derek at the moment.