Why am I not receiving emails from Vegas Creative Software ?

Dr Zen wrote on 9/27/2016, 6:44 AM

Why are long time Vegas customers from some countries, NOT receiving any email communication from Vegas Creative Software?

I have spent 1000's of dollars investing in Sony Software since 2008. I had two accounts with Sony Creative Software. I was definitely on the Newsletter mailing list and use to receive ALL newsletters and emails about new releases of product. Since Magix took over, I have NOT received a SINGLE email.

1. Never received welcome message, informing that Magix had bought most of Sony Software.
2. I was NOT informed about offer to buy VP13 and upgrade to VP14.
3. I have NOT been informed about the release of VP14.
4. I have NOT received an offer to upgrade my current version of Vegas Pro.
5. I have not received the offer to buy Vegas Movie Studio Platinum 13 now and get free upgrade to Vegas Movie Studio Platinum 14.

I live in Australia. Why is no one living in Australia receiving email communication about any of the above emails, that customers in the USA have received ? There are many other people who also live in other countries besides the USA, who also have NEVER received any emails about Vegas. This silence has gone on long enough now.

I have been trying to get an answer from someone in authority about this for many months now and no one seems to want to answer this question. I am extremely disappointed to be treated this way, after having supported Vegas for the last 8 years. I am an educator and actually teach people how to use Vegas software. I have encouraged 1000's of people to use this software. If you are only going to communicate with customers who live in the USA, I see no reason to continue support for any of your products. It is the most disappointing and unprofessional thing I have ever experienced, to be treated as if I no longer exist.
I hope my message is treated seriously and not simply ignored. This is the final straw before this camel is broken and never returns.

Derek Moran
Australia
https://www.moviestudiozen.com

Comments

SphinxRa40 wrote on 9/27/2016, 7:08 AM

I feel your pain (@ The Netherlands AKA Holland)_ numbers 1 till 4 goes for me...

Anyway... the website Movie Studio Zen is awesome, i am of the 1000's people he encouraged and helped a lot with his videos,

I hope they will treat this seriously for you!

vkmast wrote on 9/27/2016, 8:01 AM

One of the multitude of previous comments here

 

Dr Zen wrote on 9/27/2016, 9:24 AM

Thanks for the confirmations that I'm not the only one. On my own forum and YouTube channel, I have also been receiving various reports from Vegas users in other smaller countries, asking why we haven't been emailed about Vegas. Everyone I have spoken to feels the same way. Bemused at first, then pissed off as the silence continues.

Probably like myself, everyone here has signed up to the Magix Newsletter as well and HAS been receiving regular email communication about the existing Magix product lines like Movie Edit Pro, Photostory and Xara...
So it seems strange that Vegas has not been added to the global Magix email schedule. Instead they are selectively using the old SCS database and only emailing a privileged group of people.

If no remedy or explanation is forthcoming by the end of this week, I will be forced to take my video editing business in a new direction that is divorced from having anything to do with Vegas Creative Software.

If I was running a supermarket and the Coca-Cola rep stopped visiting my store and emailing me offers, obviously I would organise a great deal with Pepsi and move any leftover Coke to a warm fridge at the back of the store.

welshdragon1 wrote on 9/27/2016, 10:44 AM

I don't exist so I think I'll just go into hibernation until Spring arrives, and hope on my re-awakening that things will all be sorted out, one must live with hope.

vkmast wrote on 9/27/2016, 10:53 AM

wd1, if you mean the one with a capital H, don't worry, he is doing excellent work here.

Nick Hope wrote on 9/27/2016, 11:27 AM

Why, thank you v 🙇 ... Might burn out at this rate though. Can't wait until it all calms down a bit.

Eagle Six wrote on 9/27/2016, 1:10 PM

I have never heard of, dealt with, worked for, or been associated with any legitimate business plan that relies on worldwide traffic revenue which would ignore or mishandle a huge portion of their purchased customer base as it appears Magix has done.  It takes the same effort and cost to email across the street as it does to email across the world.

I don't believe this was anything that Sony did during the purchase transition to foul up the emails, as much as, how Magix appears to have mishandled the management, and would hope it is not on purpose.  It does seem strange that Magix would not address this issue with at least a public apology, if not a fix.  For it to go on a week or two is a stretch, to go on for over three months, I have lost the faith and now feel something else is brewing.

I appreciate the excellent work and service Dr. Zen has provided to the Creative Software community and it would seem that Magix has completely missed or ignored his contributions and support, as they have with other 3rd party affiliates.

I also appreciate Nick and a few other non-employee moderators and contributors for their time and patience to weather through these trying times.

Best Regards......George

 

System Specs......
Corsair Obsidian Series 450D ATX Mid Tower
Asus X99-A II LGA 2011-v3, Intel X99 SATA 6 Gb/s USB 3.1/3.0 ATX Intel Motherboard
Intel Core i7-6800K 15M Broadwell-E, 6 core 3.4 GHz LGA 2011-v3 (overclocked 20%)
64GB Corsair Vengeance LPX DDR4 3200
Corsair Hydro Series H110i GTX 280mm Extreme Performance Liquid CPU Cooler
MSI Radeon R9 390 DirectX 12 8GB Video Card
Corsair RMx Series RM750X 740W 80 Plus Gold power pack
Samsung 970 EVO NVMe M.2 boot drive
Corsair Neutron XT 2.5 480GB SATA III SSD - video work drive
Western Digitial 1TB 7200 RPM SATA - video work drive
Western Digital Black 6TB 7200 RPM SATA 6Bb/s 128MB Cache 3.5 data drive

Bluray Disc burner drive
2x 1080p monitors
Microsoft Window 10 Pro
DaVinci Resolve Studio 16 pb2
SVP13, MVP15, MVP16, SMSP13, MVMS15, MVMSP15, MVMSP16

EricLNZ wrote on 9/27/2016, 5:26 PM

Well I'm the furthest away of all of you (NZ) and my update to Vegas Pro 14 email offer arrived today.  Problem is I'm a Movie Studio user.   Hopefully by the time Vegas Movie Studio 14 is ready most of Magix's problems will have been sorted.

Another interesting thing is the splash window some of us have had on opening our Sony software informing us of the available update.  This surely means that my MS12 is phoning home everytime I open it. This is something I was not aware of.

 

Nick Hope wrote on 9/27/2016, 10:08 PM
Another interesting thing is the splash window some of us have had on opening our Sony software informing us of the available update.  This surely means that my MS12 is phoning home everytime I open it. This is something I was not aware of.

You can disable it by unchecking Options > Preferences > General > Use Net Notify to stay informed about Sony (or VEGAS) product updates. I prefer to leave it on so I don't miss anything.

EricLNZ wrote on 9/27/2016, 10:28 PM

Thanks Nick.  I learn something new everyday.

Dr Zen wrote on 9/28/2016, 9:49 AM

Hi guys
I am in direct contact with someone from Magix in Germany right now, about this problem with NOT receiving any emails. He is asking me to provide some example email addresses confidentially, so that he can have a close look at what the problem is. He said that a mass email was sent out to all International (non-USA customers) in last 24 hours. Everyone that has not been receiving emails, should have received this new email. Personally I have NOT received this new email.

If you have never received an email like myself, can you please send me your email addresses that should be on the old Sony database. Also tell me which country you live in. I will then forward your info confidentially for investigation. You can email me using this address help@moviestudiozen.com. Enter "MAGIX EMAILS" in subject line. If you know anyone else who is also not receiving emails, please let them know about my message here and I will try to help.

Regards Derek (Dr Zen)

jue wrote on 9/28/2016, 2:00 PM

+ 1


+1

vkmast wrote on 9/28/2016, 2:18 PM

Done. Thanks Dr.

set wrote on 9/28/2016, 6:25 PM

sent.

*I only receive 4 e-mails around last July 2016. Are there any newer e-mail after this date?

Dr Zen wrote on 9/28/2016, 9:50 PM

Thank you to everyone who has sent me emails. 👍👍👍
If anyone else reads this message, please do not send anymore emails for now. 🖐
I have a very good sample size which I have forwarded for investigation.
I will report back when I have something to report. 

Dr Zen wrote on 9/29/2016, 9:45 AM

Hi everyone again.
I sent everyone's emails to Magix for verification and have received a report back.

Magix said that 10x of the emails people sent me, had actually been un-subscribed from the Sony Software email list. So that is why some of you are not receiving any emails about Vegas.

Other emails like my own, were nowhere to be found in the Sony database - they are non-existent. In my own case, this does not make sense because I had received over 12 months of deals and newsletters from Sony, right up until they stopped sending any new emails to us.

My contact at Magix said they are working on some solutions to this problem. He specifically said this:

Unfortunately at this time we don't have a tool to add addresses manually to the list, but we are working on a solution.
Also we are working on a solution to subscribe just to VEGAS newsletters.

I feel like I have pushed this as far as I can for now. I can't afford personally to waste anymore energy and time with this problem. The rest is up to Magix to follow through on. I suggested to them, that it would be a good idea to post an official message on the forum, once they have created a fix for the email problem.

Regards
Derek
 

vkmast wrote on 9/29/2016, 10:43 AM

Thanks Dr. for your efforts in this.

I almost wondered why there's an option on www.vegascreativesoftware.com to "Sign up now (for Newsletter) and never miss our current offers and information about VEGAS Creative Software." I still have missed out.

I decided not to wonder though. I still miss them but i suppose I'll get over it in a polite way.

set wrote on 9/29/2016, 6:15 PM

Weird... "Why un-subscribed?"... beyond I able to think...

NormanPCN wrote on 9/30/2016, 11:08 AM

I got the summer upgrade to V13, get V14 when released email. I have never received a V14 email. I am in the US.

I am on gmail and when something is in my SPAM folder, that folder is displayed to me in bold and how many unread items are in the folder. In other words, nothing ever showed up in spam.

m2016 wrote on 9/30/2016, 2:20 PM

@Dr Zen: see pn

skosh wrote on 9/30/2016, 9:32 PM
Dr. Zen said:

My contact at Magix said they are working on some solutions to this problem. He specifically said this:

Unfortunately at this time we don't have a tool to add addresses manually to the list, but we are working on a solution.
Also we are working on a solution to subscribe just to VEGAS newsletters.


 

This comment boggles my mind as it is a database supposedly. Is it MS SQL / Oracle / mySQL / Access / etc?  I have a feeling that everything is online based and the folks assisting are using the tools provided to them. More than likely it is some COTS(commercial of the shelf software) solution. If it is COTS it could be a limitation of the product which all COTS tools suffer from. That's the only thing that would make sense as adding info in to a database is trivial. It also could be an issue of not understanding how the relational database works but Magix being a tech company I find it doubtful that there isn't someone who can figure out the database schema or get in touch with someone from Sony to explain it or even better have a document explaining it. At the very least I'd figure there would be a knowledge transfer of things that are very important like your user base.

The last line about having a solution to subscribe just to Vegas newsletters clearly sounds like this is a COTS app with a limitation that a work around is being created. If this is something created from the ground up I am confused how a message board with 70k posts would not have search day 1 as any board with a large volume of content the only value is if you can search and if the search was a good search.

Aside from the lack of emails and I am one of those folks who has also not received the upgrade offer after spending thousands of dollars over the years from Sonic Foundry, Sony and third parties. I've recieved offers for a variety of Magix software along with the $199 offer for 13 for a free 14. At the time since I already own 13 Suite I chalked it up to early transition however now after months how can you not have your user base info sorted.

Magix I really hope the transition works itself out and perhaps in the next year or so we will start seeing what Vegas users have been asking for.

balazer wrote on 10/8/2016, 2:15 AM

I'm in the USA, and I never received any e-mail from Magix about Vegas Pro. I may not have been subscribed to any SCS newsletter, but I was most definitely a registered SCS Vegas Pro user with a valid e-mail address. Magix seems to be leaving a lot of sales on the table by not sending e-mails to everyone. 

I also signed up for the Magix newsletter and received some e-mails, but none of them about Vegas Pro.