Sony Order Response Time

Bob Decker wrote on 10/18/2011, 3:46 PM

Yes, it is unusual. I have always gotten a serial for anything i purchased from Sony within 15 minutes (usually much sooner). The one time I didn't it was because I mispelled my email address. I called customer service and they straightened it out right away.

Steven Myers wrote on 10/18/2011, 3:50 PM

I ordered mine a couple of days ago. Still have not received the email.

Bob Decker wrote on 10/18/2011, 3:57 PM

Steven,
That's strange. I believe you, don't get me wrong, but I ordered last night and got my confirmation email about 5 minutes later. I ordered direct from Sony.

ForumAdmin wrote on 10/18/2011, 4:26 PM

Steven Myers and drmathprog, it's likely that your ISP is blocking emails from our webservers. We just resent your email receipts from a different system. If you don't receive the second receipt, please post back here or for quicker sevice email web support.

diverG wrote on 10/18/2011, 4:28 PM

Ordered from UK via sony account and was given a download link. Email with serials arrived before downloads finished.

Steven Myers wrote on 10/18/2011, 4:31 PM

ForumAdmin, That one worked. Thanks.

rmack350 wrote on 10/18/2011, 4:33 PM

I also didn't receive an email response after purchasing. Since I also didn't see my purchase listedd yet in "my software" I figuredf it was just taking time.

I'll email Web Support.

<edit>Problem solved by Kevin at SCS.</edit>

xberk wrote on 10/19/2011, 4:38 PM

I've never failed to get my confirmation e-mail with serial number on any previous upgrade (download) version within 5 min. .. Been waiting for mine for at least a half hour now .. Sent a message to support .. Disappointed at this time lag in getting my serial number. Why would it be held up? I can already see the credit card charge pending on my credit card account. NO delay there. Come on Sony.

xstr8guy@sbcglobal.net wrote on 10/19/2011, 8:14 PM

You can get your serial number by going into My Account>My Software

travtek wrote on 10/19/2011, 9:26 PM

It's been nearly 24 hours since my upgrade purchase and no email. I have purchased exclusively online from Sony Creative Software and have 17 software titles. Emails always come through rather immediately however not this time. Checked my SpamArrest.com account email and checked both verified and unverified inboxes and still no email confirmation, links or registration keys. Under my account/my software it does not appear either except to suggest an upgrade to Vegas Pro 11.

EDIT

Called Sony for the first time ever re: a purchase transaction when they opened the call center for support and I had the email link confirmation delivered before I hung up the phone. Thanks Sony.

xberk wrote on 10/19/2011, 10:40 PM

Ditto Travtek .. Something's different this upgrade. I'm always an early-adopter of all the upgrades. But no e-mail confirmation this time .. nothing under account/my software ... but they have charged my credit card. What goes on SCS? Not cool for some of us out here. Feeling very left out.

Checking My Account/ My Orders .. everything is there: Order number and download buttons as expected. THe only thing missing is the e-mail confirmation with my serial number ... How uncool SCS .. This seems like the first bug in V11 ..

xberk wrote on 10/20/2011, 10:03 PM

Just to wrap up this sad story .. SCS did respond (within 24 hours) to my lack of confirmation e-mail and sent the confirmation again .. I still failed to receive it .. have no clue why it was going amiss .. I doubt my ISP was blocking it or routing it to spam etc.. but luckily SCS included the serial numbers necessary in their e-mail response to my customer support query .. they followed up later with a second e-mail to make sure I got it .. I did .. and all is well. V11 and New Blue Titler running fine. Happy once again. Alls well that ends well. Thanks SCS. Hope I was an isolated case.
Looking forward to exploring V11 as time permits.

im.away wrote on 10/21/2011, 3:04 AM

You're one of the lucky ones. To date I have not received anything at all from Sony, despite lodging a support ticket asking to be sent the email with the early adopter offer. All I've gotten from them so far is an automated response to the lodgment of the support ticket.

For the moment I'm plugging away with the demo version.

Russ

xberk wrote on 10/21/2011, 10:53 AM

Russ I was waiting for a serial number after having paid for the upgrade to V11 ... is that the case with you, or are you just wanting the upgrade offer?
Here's the link to the upgrade offer .. UPGRADE OFFER FOR V11

If you've paid for the upgrade and, like me, did not receive your confirmation e-mail with serial numbers .. that's a problem SCS should solve pronto !!!

Chienworks wrote on 10/21/2011, 11:13 AM

xstr8guy,

Information about purchased software does NOT show up in My Software until after it's registered, and it can't be registered without the serial number. Therefore you can't go there to find out the serial number that hasn't arrived yet.

Would be nice if the serial number was shown under My Orders.

Chienworks wrote on 10/21/2011, 11:14 AM

ForumAdmin,

Is there any reason why the serial numbers can't be included in the order information under My Orders? This would eliminate any problems with misplaced emails.

im.away wrote on 10/21/2011, 5:19 PM

@ xberk

Thanks for the link. Unlike you, I hadn't yet paid for the product as I still hadn't received the email notifying me of its existence. I guess that was my main gripe....I enrolled to have notifications by email from Sony, yet I received nothing. As it happens, I finally received the email last night....three days (or is it four) after the product release.

Russ

Panp wrote on 10/24/2011, 7:39 PM

I have the same issue
24 hours and no confirmation email and no registration keys.
my card does show the purchase though.

question
with installing the upgrade
would one install it into it's own directory (vegas pro 11) or over into the vegas pro 10 directory?