I was just checking your user profile and see that you've never posted here under this user name, and there's no indication of what hardware you're using.

So, if you're interested in feedback, maybe you could describe your problems a bit more. What version of Vegas are you using? What OS? What CPU, Memory, GFX card, etc.

Rob

Sony's support is fairly pathetic. I've had success once in a while but it's usually more trouble than it's worth. I'm not sure how good Adobe support is but I'm slowly migrating over to their software because they are continually developing it and really appear to be behind making Premiere a success. Sony appears to be on it's last leg to me. Hope I'm wrong.

Digital Mixes - when the Customer Service team replies to your support incident, you will receive a notification by email with a link to the incident. If you are not receiving these emails, it is likely that they are being filtered into a spam or junk mail folder. You may need to add Sony Creative Software to your contacts list. With regard to attachments, please be sure that the file you're attempting to attach is no larger than 5-10 MB, as this will fail.

In order for the community to assist you with the problem(s) you're experiencing, it would be helpful to add your system specs to your profile, and enable them. Also, please give a more complete description of the issue and any relevant hardware.

Thanks in advance,
Paddy
SCS

Going on 2 weeks for one report and a month for another. And no the replies of the responding do not end up in my spam or junk file. They just don't happen.
Support might be busy with this latest update but customers need assistance from a staff of actual SONY tech support. Not just a tthrow your problem to the folks on the forum and let them firgure it out. The support has gone down hill from the Sony techs.
Period. No sugar coatings here.

I just looked and I have one from march still waiting?? Really.

There's on other thing you can do. By going to the top of this page: "My Account"->"My Support", you can get the current status of your support tickets. You can also add addtional information (or complain about the lack of progress).


Good Luck!
...Jerry

No messages from Sony are being filtered - there is nothing in the spam or filtered boxes - nothing is ever sent. This is a recent occurrence over the last couple of months. I always get the email telling me I have posted a support question then nothing else.

Yes this is the first time I have posted here even though I have used Vegas for over 10 years it has just got to the point with Vegas where I have to go elsewhere for support.. I will try here on the forum before I finally give up.

In addition I, like many other people, am thinking of moving to another program as Vegas 11 reaches new heights of unreliability tied in with the fact that support has all but disintegrated. 5 weeks is becoming a standard response time. I wish they would drop things like the 3D diversion and focus on things useful to 99% of film-makers and sound people and make it reliable again.

The files I am trying to attach are computer profile files which are just a couple of meg.

I do see myself as a power user of Vegas, using it to work on projects as diverse as the Red Cross, Hangover II, History Channel , International bands, Yandex and many more but it is getting more and more difficult to ignore the gains of other platforms and the compatibility issues. I do feel sad about this.

I will fill in my details and start posting here for solutions

Regards

Alex

[i] I will fill in my details and start posting here for solutions[/I]

Go for it, Alex! I'll be reading your specs and looking forward to seeing who we can help - each other.

Cheers

Grazie

I think that Support thinks they are sending the emails, but somewhere in the path they get lost. I have submitted questions to support occasionally, but rarely get an email follow-up. I always find their responses by logging onto my account. Likewise the monthly newsletter only arrives here every two or three months.

I'll repeat for forumadmin: I think that support *believes* they are sending emails. Users think they aren't. Something in the system is broken.

No messages from Sony are being filtered - there is nothing in the spam or filtered boxes - nothing is ever sent. This is a recent occurrence over the last couple of months. I always get the email telling me I have posted a support question then nothing else.

Alex, I will let the customer service and web teams know that you didn't receive email notifications. I'm not sure what would be causing that, but we will investigate and get it straightened out.

Paddy
SCS

EDIT: I heard back from the support team. They discovered that the email address in your support account was not the same as the email address of your forum login. They have corrected the address and sent you a new response to verify that you will now receive email notifications.

I'd been having the same problem of no email responses and had kind of just given up. However, yesterday I filed a tech support message just to see where the email response was going. So far, no response in my email and nothing in my spam folder.

Rob

<edit>Just checked the "My Stuff" tab of the tech support page. There was an initial automated response in there that never reached me by email, but that's all. I don't know if the auto-response was supposed to be mailed to me or not but it was generated soon after my initial request, which is a good start.</edit>

<edit2>The menu link Jerry pointed out doesn't work for me. I have to take a more circuitous route to find the tech support responses. The link Jerry shows takes me here: http://www.sonycreativesoftware.com/500-100.asp?500;http://www.sonycreativesoftware.com:81/myaccount/mysupport.asp</edit2>

Turned out somehow the email address you had for me was wrong...strange that I go the notification that the question had been received...

strange that I go the notification that the question had been received...

Why?

G

ForumAdmin wrote: "Alex, I will let the customer service and web teams know that you didn't receive email notifications. I'm not sure what would be causing that, but we will investigate and get it straightened out.

I just saw under My Support that my error ticket from 6/16/2012 about Vegas replacing footage on the TL was solved on 7/10/2012 ??

The text from the support engineer said that I should submit further info - but at the same time it said: "This incident cannot be reopened or updated" - so I could not add the wanted info ???

Also the text claimed that I should have got a response via e-mail - but I have checked my inbox on this day, before and after - but absolutely no mail from SCS - and I have absolutely no home-made spam filter - and my one-and-only e-mail address has been the very same for more that 10 years now - and is still correct in my system info here. ????

So: severe error reports like the Footage replacement issue sent to SCS and with attached examples and prints are just declared as "solved" claiming that a (never arrived) e-mail (actually just asking for more information) has been sent....

SCS support system seems to face problems with notifications sent by e-mail. I've checked logs to make sure the problem wasn't on my side (MTA, greylisting, etc...) and found absolutely nothing .

Latest ticket I filled was on the 01/09/11. I never received any notification but discovered almost 2 months later it had been set to solved state on 01/26/11.

The funny part of the story is that the ticket was about the broken fade to color slider automation bug introduced with 10d (iirc). The answer provided by support was a vegas prefs reset how to for newbies ...

I decided this was my latest ticket.