No reply from support for over two months :-/ -Sound Forge - PC

Subject:No reply from support for over two months :-/ Posted by: iain_m Date:8/22/2012 4:40:21 PM I opened a support ticket on 14 June 2012, about an issue where hidden plugins are still shown in the list of plugins available for the batch convertor. I've received no reply at all - and it's now 22 August. I also asked support on 22 June about the status of a fix for a bug I reported over a year earlier, affecting CD building. Support confirmed that the bug is logged, although not solved, despite an update in the interim. In reply, I asked on 1 July what changes had been made in Sound Forge 10.0d, since the readme file does not provide that information. I have not received a reply from support in answer to that question. At one point, the ticket status was changed to "waiting on customer" - even though the most recent reply was from me, and I've been waiting for them. Sound Forge is a good program, but this lack of professional quality support is likely to deter me from upgrading when a new version is available. I don't expect bugs to be fixed at the drop of a hat, but I cannot rely on a support service that takes over two months to reply, and is unwilling or unable to answer simple questions about product updates. Can anyone from Sony please say whether there were any changes at all in Sound Forge 10.0d - or has development ceased? Message last edited on8/22/2012 4:42:01 PM byiain_m.
Subject:RE: No reply from support for over two months :-/ Reply by: rraud Date:8/22/2012 5:30:43 PM There are not any release notes on SF pro10-D, only C. SCS is apparently busy with the new Mac version. Don't know how this will affect the any future versions of SFpro for PC or bug fixes... unless they plan to discontinue the PC version altogether, but I would not think so
Subject:RE: No reply from support for over two months :-/ Reply by: SonySQAPete Date:8/23/2012 4:07:10 PM Hi Iain, Sometime last year we'd discovered a bug that impacted all of our applications that'd manifest in a situation where they (the applications) simply wouldn't run when launched on one certain, rare type of low-power CPU. (An AMD C-50, to be exact.) The bug was quickly fixed and the fix was ported into all of our applications over the course of the normal update cycle, including Sound Forge. That update was 10.0d. There were no release notes, as the bug we were fixing wasn't something that the overwhelming majority of our users would ever see. I hope this answers your questions about 10.0d. Message last edited on8/23/2012 4:13:25 PM bySonySQAPete.
Subject:RE: No reply from support for over two months :-/ Reply by: iain_m Date:8/23/2012 5:06:28 PM Hello, Thanks for posting the information. Personally, I think it would have been best practice to list the fix in the release notes, even if it would affect only a minority of users. An update that appeared to fix nothing, because of no release notes, probably caused more user confusion overall. But, as I say, I appreciate that you've responded here - thank you. Message last edited on8/23/2012 5:08:46 PM byiain_m.
Subject:RE: No reply from support for over two months :-/ Reply by: rraud Date:8/24/2012 10:00:34 AM Thanks for that bit info SQAPete.
Subject:RE: No reply from support for over two months :-/ Reply by: iain_m Date:9/5/2012 7:44:15 AM I also just heard from support that the 10.0d update "changed the trial period from 30 days to 15 days".

Subject:No reply from support for over two months :-/

Posted by: iain_m

Date:8/22/2012 4:40:21 PM

I opened a support ticket on 14 June 2012, about an issue where hidden plugins are still shown in the list of plugins available for the batch convertor.

I've received no reply at all - and it's now 22 August.

I also asked support on 22 June about the status of a fix for a bug I reported over a year earlier, affecting CD building.

Support confirmed that the bug is logged, although not solved, despite an update in the interim.

In reply, I asked on 1 July what changes had been made in Sound Forge 10.0d, since the readme file does not provide that information.

I have not received a reply from support in answer to that question.

At one point, the ticket status was changed to "waiting on customer" - even though the most recent reply was from me, and *I've* been waiting for *them*.

Sound Forge is a good program, but this lack of professional quality support is likely to deter me from upgrading when a new version is available.

I don't expect bugs to be fixed at the drop of a hat, but I cannot rely on a support service that takes over two months to reply, and is unwilling or unable to answer simple questions about product updates.

Can *anyone* from Sony please say whether there were *any changes at all* in Sound Forge 10.0d - or has development ceased?

Message last edited on8/22/2012 4:42:01 PM byiain_m.