Most Helpful Customer Reviews
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13 of 15 people found the following review helpful:
1.0 out of 5 stars
I do NOT recommend this software, November 6, 2003
By A Customer
Trying to burn imported files to SVCD. Every single one had a spot where the video went bad momentarily then audio and video were out of sync. You cannot burn a file without running thru their encoder first and I could never get a good output file. Their tech support told me to update my VIDEO CARD drivers and windows media PLAYER codecs. Then they told me they wouldn't help me because I didn't meet the minimum sys requirements because I had integrated sound device instead of a separate sound card which has nothing to do with the problem. I asked for a refund and was told that I agreed to their license when I installed the software so I guess I got taken. My advice, by something else.
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15 of 18 people found the following review helpful:
1.0 out of 5 stars
Would be cool if it actually worked, October 2, 2003
I have never been able to do anything with this program without it locking up. Nothing at all. I have contacted customer service several times and they are no help at all (such useless suggestions as "try reinstalling the program"). My computer exceeds all of the minimum requirements and has had no problems with other burning software. It looks like it has some really nice features, IF they worked. I exchanged the original program at the store and the second one does the exact same thing.
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4 of 4 people found the following review helpful:
1.0 out of 5 stars
Customer and tech support are the worst, December 30, 2004
This review is for Movies on CD and DVD 2005, but since it is mostly about their tech support, I think it is relevant.
My experience with Magix products as well as their technical support has been bad and I recommend avoiding them at all costs if you want to save yourself the trouble I went through.
Last year I purchased Magix's Movies on CD and DVD in hope of using it to transfer my Hi8 tapes to DVDs. I was able to capture movies and edit scenes, but the product didn't work with my DVD burner. My emails to customer support have remained unanswered to this day. In the meantime they announced a new version of the product, Movies on CD and DVD 2005, so I decided to wait for it to come out, as their user interface and features seemed ok for what I needed.
The new version finally came out in the fall of 2004 and I bought it. I tried to capture my movies then burn them on DVD. The capture went fine, and then I proceeded to automatic scene recognition. When I started the editing process I realized the preview and the cursor position on the timeline or storyboard view were out of sync. This makes editing a movie difficult if not impossible. I tried to recapture the movie, change settings etc, but nothing helped. I then decided to contact tech support.
I first sent them an email explaining the problem, but after 3 days I received a reply saying that I should use the tech support submission form on the website. I went there and ran their utility which captured all my system settings and I explained the problem again and submitted my request after which I received an email with a case number.
I didn't receive any reply for the next several days, so I decided to call them. A bored and annoyed guy answered and after I explained that I had sent several emails, he said that case numbers are actually not used and don't mean anything to them. After a short discussion, his answer to my problem was that (and I paraphrase) "this is the first time I heard about this issue, so it must be something wrong with your computer". Whenever I tried to bring up arguments showing that a bug in their software was a plausible possibility as well, he kept repeating the same mantra. Finally he asked me for my email address saying that he would send me an utility for gathering more info about my configuration, but I never received anything from him.
I then decided to ask for a refund so I called again. I was transferred to another person in tech support who sounded more like a manager, in the sense that he was not as belligerent as the other tech support person, and after he apologized for the problem I was experiencing, he said that he would ask the developers to look into the issue, but that he could not give me a refund. He also confirmed that case numbers are useless. I decided to give them one more chance, so at his request, I resent him the email with my configuration and description of the problem. I even offered to send them my video to see if they can reproduce the problem and issue a fix After several days without a sign from them, I sent a new email asking him to confirm that he received it, and also to let me know when I would get an answer. No reply.
I then decided to escalate the request and I sent an email to their public relations person in Germany where I explained again everything that happened. As you may have guessed, no reply this time either.
I am still waiting for them to reply or fix my problem.
Based on my experience, Magix customer service and tech support are totally useless (unless you are calling to buy something), and customers are important to them only until they have purchased the product, afterwards they don't matter any more.
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