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Corel -- Don't buy their product -- Poor Customer Support!
on October 23, 2012
I am a long time user of VideoStudio, starting when it was ULead software, and decided to upgrade my version x2 Pro to x5 Pro Ultimate.
When I did the install I didn't uninstall my version x2. I received no errors during the verX5 process, and upon opening the program, I was instructed to download an update by Corel to it's Service Pack1. After following all the instructions and installing the Bonus disk which came with the "Ultimate" bundle, I launched the software.
The opening screen of Video Studio defaults to show the "Samples" folder and the media clips provided by Corel, which visually show up.
Hmmm -- no "samples" appeared -- no images, audio or video files??
OK - so I then tried to download (import) my own media into the library, and the error message kept appearing saying that the file format was not recognized. I tried images, audio and video files using standard file conventions -- the same error message appeared. (These were on "known good files".)
So ... maybe the problem had to do with a conflict with my VideoStudio verX2 which I still had installed on my computer.
I uninstalled this older version of Video Studio, and made sure my computer was scrubbed of all shortcuts and files.
Re-booted, cleaned my registry files (using my Norton Utilities), and launched verX5. Same problem -- no "Samples" clips and couldn't import my known-good media files.
Uninstalled, and reinstalled VideoStudio vX5 plus the other programs that were installed associated with this program -- cleaned the registry files -- STILL HAD THE SAME PROBLEM!
Ok -- after spending about 2-3 hours on all the above, as well as poking into some other areas (directX, etc.) -- I decided to contact Corel.
COREL DOES NOT HAVE A CUSTOMER SUPPORT PHONE NUMBER!!!!
I went on Corel's website and started a "Chat" -- I tried to explain via text entry, what the problem was that I was having. The person who I was chatting with just didn't get it. I had rediculious responses to my inputs, but when I was asked what kind of camera I had that I used to take the pictures of the image files I was trying to import into VideoStudio -- I lost it.
I was then told that I would be contacted by Corel via email to address the software problems.
The following day I received an email by Corel's customer support saying they were reviewing my chat file, and I would be contacted within 48 business hours.
4 days later I received an email from Corel reviewing my problems, with a "to do" list of items -- below is the content of their email:
"I have checked on your conversation with one of our chat agents and you mentioned once there that the files you were trying to import through VideoStudio Pro X5 are all from your iTunes library. Please note that when a file comes from the iTunes library, these files are all copyright protected and could not be imported through VideoStudio Pro X5, mainly because of copyright protection issues.
However, if VideoStudio Pro X5 still cannot import any files that are not from your iTunes library, then you may want to try downloading the codec updates from the links provided below:
* Microsoft Direct X DirectX End-User Runtime Web Installer --- [...]
* QuickTime Player ---[...]
* Real Player ---[...]
* DivX --- [...]
* Xvid ---[...]
* FFDSHOW ---[...]
You may also want to follow the steps from the attached article to reset the program to its default settings."
You have got to be kidding!!!
Corel -- Get your act together and provide phone support to insure your software can be installed.
I consider myself beyond a "novice" computer user -- though I'm not an expert.
What about someone who is a novice?? Does Corel honestly think their customer support approach is viable???
Oh, and by the way my final email that I sent to Corel's Customer Support Contact with my complaint was also copied to Corel's CEO - Thom Berguist. It's been 1 week since I sent that email, and no response from Corel Managment. Am I surprised -- NO.
Thank you Amazon for accepting the return of this software.
Corel -- Shame on you!! Why are you still in business???