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Does Customer Service Exist for Roxio?
I upgrades to Vista SP1 because of problems. Roxio (used to burn CD/DVD) stopped working. It came installed on my computer when I purchased it.
I spent hours on the Roxio web site trying to get help. All I got was frustrated. They have this cute icon called ask roxey and they should dump it for all the good it does.
I finally found an email address and asked for help. Here is the email I sent.
I am running roxio that came preinstalled on my HP notebook. The computer was purchased directly from HP.
I restored the software from the recovery disk but to no avail.
The Roxio banner easy creator 9 comes up and it never goes beyond that. I let it run for 3 hours and it takes 50% of the CPU cycles.
Reinstalling the software from the control panel does not fix the problem.
I am running vista SP1 32 bit.
Here is the email I got back -
Dear Customer,
Registration Support can not assist you with Technical/Customer Support Issues.
The following are your options for getting in touch with support.
1. Self Service Tools
There are a number of tools you can use like our virtual agent Roxann, our searchable knowledgebase and our discussion forum where you can post questions to your common challenges. They can all be found by going to http://support.roxio.com.
2. E-mail/Webticket Support
To e-mail support or service, you can visit the following link.
http://selfserve.roxio.com/
Login with your registered email address and password.
3. Phone Inside Sales for pre-sales questions, please call 1-866-280-7694.
4. Premium Paid Support is available for $1.89/min at 1-866-434-9871 (Monday - Friday, 11:00 A.M. to 6:00 P.M., EST - excluding Roxio holidays).
Truly a canned email. No concern for the customer. The products they list on the web site is not the product installed on my computer.
They would do the world a favor and sell the company to someone who cares about the product and the customer experience.
Eight hours later I am no closer to knowing how to fix the problem. At least I downloaded some open source that works.
For you business owners hiding behind the web please note these kinds of blog posts cannot be good for business. Remember it is the customer that keeps you in business.
Thanks Roxio for wasting my time energy and money. Thanks HP for putting crappy software from nonresponsive vendors on the PC you sold me.
Ron Finklestein
