Online email suport warning

Geoff_Wood wrote on 5/11/2010, 2:31 PM
Was just getting grumpy with Custy Service when I realised that my 'extra activations' requests were not actually being received by Sony.

On the email support online form, you click to submit your request, and then get thrown up an addtional info page suggesting some common FAQ remedies to common problem. At the bottom f this page is an addition button that must be clicked to finally submit the report. It is at the bottom of the page, maybe even off-screen, and is easily missed.

This had me gizzumped for 4 days !

geoff

Comments

stevengotts wrote on 5/11/2010, 3:37 PM
Geoff
I found this tactic to very commonplace and quite intentional these days for software and computer tech support. Ill let you draw your own conclusions why this speed bump is put in place. Im sure its no accident. and the people who made the decision to use this method dont even realize the frustrated customers and clients they've lost, thinking the company arrogantly refuses to respond. another stupid Idea of bean counters that run companies eventually to ruin.
Thanks
Steven
TheHappyFriar wrote on 5/11/2010, 6:49 PM
I find nothing wrong with it. Most people who posts on the FORUM ask questions that would be answered if they looked in the manual... under the heading labeled what they're looking for.

It's a great deterrent for people who don't really have a problem & don't want to bother looking. It makes them look.
Grazie wrote on 5/11/2010, 10:20 PM
> under the heading labeled what they're looking for

The problem I've found is that the words that I use are not necessarily those of the manual, and as a result of this I've needed to spell things out here. And that is another reason why I rate and cherish this Forum. I may not have the technical or "SONY" words, but I still have an ache and itch to edit.

Here is one to mull over - Pre- Post- toggle . I can't make it show up in the Manual, and this control is rather important to executing an FX.

Being fair, the Manual is a great resource but it is a definitely an organic instrument that needs to be continually tweaked. It must never be regarded as a set-in-stone tome. If it were possible, it would be neat if it were to embrace a form of "fuzzy-logic" on word searches.

Grazie
MarkWWWW wrote on 5/12/2010, 5:40 AM
> Pre- Post- toggle . I can't make it show up in the Manual, and this control is rather important to executing an FX.



It's on page 279 of the current Vegas 9.0 manual.

There's not much detail and it doesn't use the term "toggle", but it is there.

Mark
TheHappyFriar wrote on 5/12/2010, 8:15 AM
Here is one to mull over - Pre- Post- toggle . I can't make it show up in the Manual, and this control is rather important to executing an FX.

Pre & Post FX - page 181 (Vegas 8 manual) for using Vegas, 378 for using the Mackie mixer controls.

Unless you're talking about a transition, but then I'd look for the word "transition". :)

i've found Vegas & the manual use the words I'd expect from dealing with VCR's & mixers. If you want something that makes no sense try ZBrush. In that app, "Save Document" doesn't save what you're working in, it saves an image as you see it. That doesn't even make sense! :)

Geoff_Wood wrote on 5/12/2010, 3:11 PM
There is nowhere in the manual that tells you how to give yourself extra activations, and the online system already knew that was what my request was about.

The 'speed bump' isn't so much the issue as the positioning of the 'Go" button necessitating scrolling right down to even know there is one.

geoff
TheHappyFriar wrote on 5/12/2010, 6:21 PM
no, it's not part of Vegas. Just like the Windows install guide doesn't tell you how to connect to the internet if there's an issue. But it DOES say to contact support if the activation is denied.

I agree about the "go" button though. I think on my widescreen monitor I need to scroll down but not on my 4:3 ones.