Yes it does. (was: Does E-Mail support really exist?)

tom_streeter wrote on 3/16/2002, 9:39 AM
I sent in an extensive bug report to e-mail support several days ago detailing an exception error that occurs when opening some Windows Media files. I included my registration number. This is the second time I've attempted to use this "support" channel and neither time has proved satisfactory.

Given that my 60 days of free support are up (waiting for a patch that was supposed to FIX WMV problems and really only made them worse!), what options do I have that will not cost me and my organization money to actually get a response from the company we bought the product from in good faith based on its advertised claims?

I like this product. This problem is very likely fixable. I'm not enamored with its company's customer service. I'm counting on the fact that there are knowlegable individuals from SF reading this board who *do* care. I hate having to go this route because I know what it's like to have to be a back-channel support solution all the time, but I depend on this software to do my work.

Thanks in advance.

Comments

MyST wrote on 3/16/2002, 9:55 AM
I've always had good responses from e-mail support. I'm aware this statement doesn't help your cause, but yes there are satisfied users of this method of support.
That being said, why don't you list the error message here and maybe someone who had the same problem sees it, and can help.


¢¢
SonyEPM wrote on 3/18/2002, 8:42 AM
did you generate these source files in Vegas or another SF app?
tom_streeter wrote on 3/18/2002, 8:01 PM
No, the files were generated using the MS Windows Media Encoder v. 7.1. The ones that cause problems tend to be long (45 minutes +) high-bitrate (768kb/s+) files. In two cases the files generate exceptions upon selection in the "open" or "import" dialog, in most other cases the file seems to load *until* one clicks to the "Media Pool" tab -- at such time the program freezes.

I can make these files available, but they are big. Whatever it takes to help, though.

Thanks,

--Tom
tom_streeter wrote on 3/19/2002, 2:19 PM
For the record, I was contacted by someone at SF yesterday with a solid suggestion (that I'm about to try). Even if this doesn't solve the problem, I feel like I'm in the system and am confident the problem will be resolved. Considering there was a weekend in the middle of the period, the turnaround time was only three days which is not at all unreasonable. I think I jumped the gun a bit on complaining about the response time. It seemed longer, but clearly it wasn't. My mistake.

I'll post the solution here if it works. Thanks for the help.
SonyEPM wrote on 3/19/2002, 2:29 PM
If you still have problems, please render a short clip with the same render settings and send it to sonicepm@sonicfoundry.com. Thanks-
tom_streeter wrote on 3/19/2002, 4:40 PM
Will do. Thanks.