Where is Tech Support ? Taken over by robots!

xrsean wrote on 9/13/2012, 12:40 PM
I created a ticket on the 13th of Aug about an issue with the preview crashing, Ticket 120813-000038. In the ticket, in the original submission, I stated that I had already followed the KB suggestions to improve stability. 5 days later they responded to the ticket and posted as a response a link to the KB article that I stated I followed in the original submission and the ticket was closed without a chance for me to respond. Seriously ? This is the level of support I get from purchasing professional software? Why not leave the ticket open until I can confirm that this works? Also, didn't the tech read the initial submission with the SAME link ?

So, I created ANOTHER ticket (
120829-000052) with the first ticket as a reference on Aug 29th. Today is Sept 13th and I have yet to receive a response from a support tech.

Sony, if you wanted people to pay for support, you should advertise it, not frustrate customers into paying for a response when you offer free options.

Comments

xrsean wrote on 9/13/2012, 12:45 PM
This is funny ... see a pattern ?

https://screencast.com/t/i6OshwbV
flacnvinyl wrote on 9/14/2012, 9:46 AM
Brother, I feel your pain. Every day I am completing projects in Vegas 10, and I do not intend on continuing my usage of Vegas past this year. Instead, once we get done with the majority of our current projects, I am taking my guys with me into the Adobe training materials.

I love the easy work flow, and 10 was and is great. I have a feeling I will be using it for quite some time to come, but 11 was just crippling.

Sony has the worst tech support out of any company out there aside from maybe Dell and 1and1.com...
pilsburypie wrote on 9/14/2012, 3:30 PM
join the club - to save cross posting my post "sony tech support reply after 10 weeks" shares my pain....
xrsean wrote on 9/14/2012, 4:56 PM
wow... 10 weeks with no reply ? that is unacceptable. I can understand and appreciate that they offer paid support, but they should make it mandatory if they aren't going to put any effort into their free option.
rmack350 wrote on 9/14/2012, 5:53 PM
I think they should just drop the requests that are more than 3 days old. What's the point in answering something 10 weeks later? It's over by then.

Rob
Paul Masters wrote on 9/15/2012, 11:23 AM
I have a problem posted 5/2012 that was finally answered for the first time yesterday, 9/14/2012.
There was 3 problems with the answer:
1. They mentioned a problem with the audio - it was reported as a video problem.
2. They mentioned AVCHD - it was reported as AVC render.
3. They said it had been fixed in later builds - it was reported as being with the most current build.

I have another problem posted at about the same time that has yet to be responded to. Not even the 'problem received' or 'sorry for the delay due to the large response to the new version' eMails.

I did get replies last month to two posts made about the same time. One was to put in an enhancement request (which I did). The other was a simple explanation to a, as I understand it now, simple problem.

Support not reading the text and asking questions that have already been answered or asking for information that is not relevant to the problem, is bad enough.
My biggest gripe is having the problem automatically closed in 48 hours after they reply. They can take weeks / months to reply but we have to drop everything we are doing and reply very quickly. Otherwise the problem is closed 'solved' - which it usually isn't. And we have to take more time to open another problem and restate the problem all over again.
I used to work on main frame computers and IBM and the other software products WOULD NOT close a problem until and unless you said it was OK to do so.

They get so many problems posted (on a Saturday my problem was number 60 so far for the day) that they use these techniques to cut down on the number of problems they have to research. They hope you will give up and not reply.

Paul Masters

PS: The worst product for support is Boris RED.