Hints on getting tech/ customer support from Sony? -SpectraLayers Pro

Subject:Hints on getting tech/ customer support from Sony? Posted by: raudiobrown Date:5/29/2013 12:27:24 AM I downloaded Spectralayers this past weekend. For whatever reason, it doesn't function at all. Everything is greyed out except the red X in the upper right corner. All I can do with the software is start it, and shut it down. Have emailed tech support twice, and gotten no response. Customer service phone line says they're experiencing heavy call volumes, so try again later-- then it automatically disconnects after a few minutes. Am not quite at the hair-pulling stage, but close. I wonder if I can get VISA to reverse the sale. Any suggestions? I've considered uninstalling and downloading again, but I don't want Sony to bill me twice. I'd be grateful for a clue or two.
Subject:RE: Hints on getting tech/ customer support from Sony? Reply by: ChristoC Date:5/29/2013 1:27:45 AM you can always download again, and not be billed - simply go to http://www.sonycreativesoftware.com/download/updates/spectralayerspro What is your system spec and OS? - Do you think you satisfy the criteria mentioned in the Release Notes?
Subject:RE: Hints on getting tech/ customer support from Sony? Reply by: raudiobrown Date:5/29/2013 1:52:31 AM Thanks for the assurance about re-download. I'm using an HP h9-1150 desktop: Intel i5-3550 @3.30 GHz 10GB RAM NVIDIA High Definition audio NVIDIA GeForce GTX 550 Ti graphics processor I looked pretty closely at the system requirements for spectralayers, and thought this system should be able to handle it. Still hope so. Thanks again for the reply.
Subject:RE: Hints on getting tech/ customer support from Sony? Reply by: ChristoC Date:5/29/2013 2:54:32 AM ....and Win7 ....? (BTW good idea to specify your system specs and OS in your Forum user profile, and also make it visible to others) Sony are a bit slow to provide support - you said you 'emailed' support - I surmise thru the "Support Ticket" system (My Account\|My Support\|ask a question). SCS are a bit misleading, in that there are plenty of "Buy Now" links on their main product pages, but you have to look more carefully to see the link to "Download free trial"; the Trial is exactly same as full version with some limitations (cannot save or export), so you can resolve any problems before paying. I sure hope now you have been parted with your money that they respond adequately. I can't think what the problem can be.
Subject:RE: Hints on getting tech/ customer support from Sony? Reply by: raudiobrown Date:5/30/2013 10:18:37 PM Yup, Windows 7. I've updated my forum profile to include system details; thanks for that good suggestion A time saver. It turns out that the problem I've had goes away once I feed the system a nice widescreen monitor. It wasn't enough that the resolution was per system requirements. I'm not sure whether it was the age of the old monitor, or that it was the old-style 4:3 aspect ratio. I would guess it was the latter issue. I hadn't noticed prior to today, that part of the Spectralayers workspace was trailing off of the right side of the screen. The red X was there where I'd expect to see it, so I assumed that was the right-hand edge of Spectralayers territory. A closer look revealed otherwise. Anyway--problem solved. Program seems fully functional, at least to this newbie. Am ready to dig in and do some work! Best, Rod

Subject:Hints on getting tech/ customer support from Sony?

Posted by: raudiobrown

Date:5/29/2013 12:27:24 AM

I downloaded Spectralayers this past weekend. For whatever reason, it doesn't function at all. Everything is greyed out except the red X in the upper right corner. All I can do with the software is start it, and shut it down.

Have emailed tech support twice, and gotten no response. Customer service phone line says they're experiencing heavy call volumes, so try again later-- then it automatically disconnects after a few minutes.

Am not quite at the hair-pulling stage, but close. I wonder if I can get VISA to reverse the sale.

Any suggestions? I've considered uninstalling and downloading again, but I don't want Sony to bill me twice. I'd be grateful for a clue or two.

Subject:RE: Hints on getting tech/ customer support from Sony?

Reply by: ChristoC

Date:5/29/2013 1:27:45 AM

you can always download again, and not be billed - simply go to http://www.sonycreativesoftware.com/download/updates/spectralayerspro
What is your system spec and OS? - Do you think you satisfy the criteria mentioned in the Release Notes?

Subject:RE: Hints on getting tech/ customer support from Sony?

Reply by: raudiobrown

Date:5/29/2013 1:52:31 AM

Thanks for the assurance about re-download.

I'm using an HP h9-1150 desktop:
Intel i5-3550 @3.30 GHz
10GB RAM
NVIDIA High Definition audio
NVIDIA GeForce GTX 550 Ti graphics processor

I looked pretty closely at the system requirements for spectralayers, and thought this system should be able to handle it. Still hope so.

Thanks again for the reply.

Subject:RE: Hints on getting tech/ customer support from Sony?

Reply by: ChristoC

Date:5/29/2013 2:54:32 AM

....and Win7 ....? (BTW good idea to specify your system specs and OS in your Forum user profile, and also make it visible to others)

Sony are a bit slow to provide support - you said you 'emailed' support - I surmise thru the "Support Ticket" system (My Account|My Support|ask a question).

SCS are a bit misleading, in that there are plenty of "Buy Now" links on their main product pages, but you have to look more carefully to see the link to "Download free trial"; the Trial is exactly same as full version with some limitations (cannot save or export), so you can resolve any problems before paying. I sure hope now you have been parted with your money that they respond adequately.

I can't think what the problem can be.

Subject:RE: Hints on getting tech/ customer support from Sony?

Reply by: raudiobrown

Date:5/30/2013 10:18:37 PM

Yup, Windows 7.

I've updated my forum profile to include system details; thanks for that good suggestion A time saver.

It turns out that the problem I've had goes away once I feed the system a nice widescreen monitor. It wasn't enough that the resolution was per system requirements. I'm not sure whether it was the age of the old monitor, or that it was the old-style 4:3 aspect ratio. I would guess it was the latter issue.

I hadn't noticed prior to today, that part of the Spectralayers workspace was trailing off of the right side of the screen. The red X was there where I'd expect to see it, so I assumed that was the right-hand edge of Spectralayers territory. A closer look revealed otherwise.

Anyway--problem solved. Program seems fully functional, at least to this newbie. Am ready to dig in and do some work!

Best,
Rod