Tuesday, April 11, 2006
A (Lack of) Customer Service Story
Sonic MyDVD from Roxio Customer support.This has to be the worst ever support site. If it were not for the fact that sonic has the rights to burn DVD's from TiVo files, I would have abandoned all my efforts at dealing with them. As it stands, I've wasted 3.5 hours of my time trying to do basic things like buy their software, install and get support. I would enumerate the failures, but at this point they are too many and too frustrating. To put it short, sonic solutions, the MyDVD product, their suppoort site and TiVo (for partnering with these asses) are all on my shit list.
First, being a working professional on the west coast, it pains me when I see customer support sites that keep working hours on the east coast. If EST working professionals had the time to call during work to fix one's personal software problems, this would not be a material issue. Being PST I had to get up at 6AM to get my customer support call in before getting ready for work. Ugh. Even their European support hours are EST. As is said in iChat parlance, WTF?
Second, their customer support set-up is such that they do everything in their power to not actually have to speak with you. And by everything I mean everything. So prior to my call, I spent two hours on three separate occasions trying to research and experiment with solutions recommended by their various other methods of help which in included: knowledge-base (which one cannot register or sing in to due to technical difficulties); "sonia", basically another knowledge-base/troubleshooting wizard that takes in questions as input instead of keywords; online chat; and ultimately the help files within the software install itself. Of course none of those outlets worked for me.
Last, when I tried to submit a trouble ticket, their support system experienced technical difficulties on each occasion that allowed me to enter my trouble ticked but made it impossible to actually submit it. Their validation scripts forced me to select my product from a pull-down window only the pull-down window was empty and did not allow me to select anything.
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