Roxio Complaint

Reviewed by jfelgadoinsc Complaint

0

In spite of my previous bad experience with another Roxio product, I decided to try this software for creating DVDs. When I tried to use the application after installation, I received a message telling me that my monitor did not meet the minimum requirements for the software, then the software quit. As it happens, my monitor exceeds the software's requirements. Roxio provides three support options for users: one is to file a "help ticket" online, another is to use a FAQ file, and the third one is to chat online with a "support technician." I filed the "help ticket" and then tried to chat to an "expert." The first consultant told me to reset the resolution downward, which sounded silly considering that the problem (?) was that the monitor already did not meet the minimum requirements. Then I was instructed to look for a file and reset its values. That did not work. By the time I came back to the chat to tell the consultant it had not solved the problem, the chat sessoin had been terminated. I contacted another technician to chat with, who told me once more to reset the resolution. I told him it did not work before, plus I added what I had tried from the previous chatting session. He advised me to reset the video hardware acceleration panel. As it turns out, that panel provides sliders to reset, but only for computers that are using more than one monitor simultaneously--I wasn't. By the time I returned to tell the consultant it had not worked, guess what? The chat session was again out. On the third try, after explaning what I had tried, I was not given any other choices: I was told to file a help ticket. Therefore, software I bought because I needed to use for a project due in two days, does not work and I have no way of contacting the manufacturer except through its useless options. Worse yet, I bought the software at a retail store that does not allow return of software once the seal on the box is removed. I wish I could write here about whether the application works as intended or what its features are in comparison to similar products, such as Ulead and Microsoft. Alas, I probably will never know. I intend to go back to the store and purchase Ulead's equivalent product.

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