Is it a Sony plugin or a 3rd party one?
If 3rd party,which one?

Mike

I've never had to un-install a plugin, but as far as I know you just have to delete the unwanted plugin (should be a dll file) from the Vegas Plugin folder.

Isn't the phone for paid support? I have had a paid account in the past, but I never used it enough to justify the expense.

Mike,

Thanks for your quick reply. I solved the plug in problem. This post is about the level of email service and if it is in decline. Obviously, if I have a problem in the future, I'll post it here if tech support is not responding. But, doesn't someone at Sony Creative have an comment about this issue?

Steve

JDW,

Thanks for your reply. You are correct. Simply delete to files from the plugin folder. In the future, I'll post my question here if tech support is not responding. This is the first time I've used the forum.

Steve

You get some free support after installing a new version, as far as I can remember.

In any event, it wouldn't hurt to call - you do not have to hand over any money - and you can explain the situation.

And since you're new to this forum, it would greatly help the gurus here help you better if you filled in your system specs in your profile. Go to 'My Account' -> 'System Information'

Tom

I solved the plug in problem.

Steve, for the benefit of future users who might be doing a search on here, what was the plugin that you were having troubles with?

This post is about the level of email service and if it is in decline.

If it wasn't a Sony plugin, then sorry but it isn't a Sony problem.
Yes, tech support has been very slow lately in responding to customer emails but that doesn't mean they should get all the blame all the time.

Mike

If it is a plug-in that came with Vegas, I would not uninstall it as you never know where Vegas might need it. If it is a third-party plug-in, their reply was actually correct, albeit perhaps a bit terse. They have no way of knowing how to uninstall it other than to suggest you use the Windows Control Panel / Programs and, well, uninstall the plug-in.

By the way, what someone else has suggested, to just delete the DLL, is a really bad idea. The plug-ins are listed in the Windows registry. Deleting the plug-in without dealing with the registry will only make Vegas try to find and querry the DLL when it is starting up and fail. While it will not prevent Vegas from functioning, it means Vegas will have to spend some time on it every single time it is starting up.

"By the way, what someone else has suggested, to just delete the DLL, is a really bad idea."

From what I understand, that's how Vegas finds the plug-in. If it's in the plug-in folder then when Vegas launches it offers the plug-in for use. If it's not in the folder, then Vegas won't offer it up. Simple as that. I would think that's all that most Vegas plug-in installation routines do -- they just unpack and copy their dll(s) into the plug-in folder.

Of course I'm sure there are "compliant" installer packages (of the commercial variety) that will go through the whole process of registry updates during installation and such that would require that they be "un-installed."

Jim

My post was a marketing question, not a technical question.

However to answer your question, the plug in was from a company that Sony advertised in its news letter. But this is not about the plug in! As someone who has been the CEO of a computer software company that services national accounts, I know what constitutes an acceptable level of customer support. If Sony recommended the plug in, then Sony needs to answer its customer's request for help even if Sony must charge for that help.

In this case, Sony took 9 days to give a bogus answer. That is not acceptable support no matter what company has the ultimate responsibility. My post concerned how a customer that has nearly a decade of loyalty to Sony can get an answer about Sony's commitment to supporting its customers. They are remarkably silent on this issue!

jdw, I do not know what Sony does with its own plug-ins it includes with Vegas, but third-party developers are certainly expected to install their plug-ins into their own directories and register them with Windows registry. Considering that Vegas installs each new version of itself in a different directory, it would be rather strange if a third-party developer did not follow this expectation as his plug-in would suddenly disappear after an upgrade to a new version.

Besides, many people have several versions of Vegas installed on the same computer, so just where would a third-party developer install his plug-in(s)?

I have written several plug-ins and I would not dream of installing them into Vegas’ own directory.

Now scripts are an altogether different thing. Vegas looks for those in several specific directories. But it looks for the plug-ins in the Windows registry. Things are different with the OFX plug-ins, but the traditional Vegas plug-ins have an entry in the Windows registry. The OFX plug-ins are either installed in pre-specified (by OFX, not by Sony) directories or, preferably, in their own directories which are then listed in the system environment which, too, would need to be cleaned up when uninstalling them.

Well, my first response would of been "Did you try uninstalling it?"

As for their response, I submitted a tick on 7/12/11. I got the first non-automated response on 8/11/11. ~1 month later. After that it's been a response in less then a day every time I reply. From the looks of it, you wait a bit and when you get a real person that's the person you deal with, you don't jump around between people.

Also, I've found that posting any question here (tech, error, etc.) to confirm it's not just me REALLY helps. The one I made a ticket on I had someone else duplicate it. Sony duplicated it, it's now an official bug. 99% of the time when something goes wrong with Vegas (from my experience) it's specific to my computer and a settings reset, Vegas reinstall or reformat always solves the problem.

EDIT: Typically, too, someone coming on here complaining about the program/support with a very vague description, brand new and nothing filled out in their profile is nothing more then an attention getter. I'm hoping that's not you. :)

I have an open ticket from 7/17/2011; still no non-automated response.

@DrMath:

You may already know this, but just in case you don't . . .

Support always sends you one of those automated "Thank you for contacting Support" type emails. Then later they send you another automated email that is really nebulous about what they're trying to tell you. I finally figured out that you must go to My Account/My Support and view their reponse there. The nebulous automated email is just to alert you that they posted a response at My Account/My Support.

Again, forgive me if I'm telling you something you already know. To me it was not obvious and for a while I couldn't understand why they would send me such a silly email that didn't tell me anything.

Regards,

Kimberly

Kimberly;

Thanks; I did figure that out.
One strange thing is that the ticket was updated, in that a date was added to an "Updated" field, as in:

Created
07/18/2011 07:32 PM
Updated
08/17/2011 05:31 PM

However, there are no other changes, no comments, no responses, no remark and no responses. Just an updated "Updated" date. I haven't figured out what that means.

Kimberly

I have a support issue that I registered over a month ago. I took your advice by looking at My Support but the only issue listed is a problem I had back in 2009.

I am afraid that Sony just puts us on ignore unless we have a support plan we are paying for or, as suggested, just pick up the phone and get in line.

UPDATE: Well, just one day from 1 month I did get a reply today. (Maybe Sony does read the Forum?) It didn't solve the problem but they did ask 3 more questions. I guess if you are not in a hurry and your business does not depend on a reply, you may eventually get some help???

TomG

" My post concerned how a customer that has nearly a decade of loyalty to Sony can get an answer about Sony's commitment to supporting its customers."

How long you have been a customer is irrelevant, every customer is a person whose paying for the company's employees next meal. Flippant and demeaning responses to a customer's enquiry are totally out of place no matter what the original question was. It says that someone in the company does not believe a customer has any value to the company.

I would suggest writing a letter, forget emails and phone calls. Be polite, keep to the facts of the matter, keep it short.
Letters require the matter to be dealt with. I know from my own experience a letter to the MD can put a rocket up the support manager.

Bob.

Like I said, I got a responce.

Not to sound mean but any "pro" wouldn't waste time on a forum or e-mail if they needed something fixed RIGHT NOW, they'd either call the manufacture, hire someone to fix it or find a work around.

The reason my profile is not filled out is that I just discovered the forum. For years when I had a tech issue, I would fill out a service ticket and within a day or two I would get an answer. Just reading some of the other posts here, I would say that kind of support is not typical lately. I have thousands of dollars invested in Sony Creative Software and supporting plugins (not to mention thousands of hours of learning.)

I followed what I considered a logical progression to find out about Sony's commitment to their customers. I filled out a support request. No response. Then I posted a question on their Facebook page. No response. Next I posted a question here. The suggestion to write a letter is a good one and I will write.

A month to reply to a request for help is not acceptable. Maybe I need to buy a paid support contract.