DVD-Software.info

[cfine]

Well, where to begin...(service ticket trascript below)

I purchased 10 after using 9 with no problems. I have Nero 6 Ultra on
my PC and guess what...CONFLICT! I have been trying to figure out why
and all they (Pinnacle) can tell me is that it is a known bug.

Well,

1. There is a ticket in their helpdesk as to a potential (not
confirmed) conflicet with Nero 9, though I had no such issue
2. There is NO ticket publicly facing that highlights an issue with
version 10
3. Their helpdesk took 3 calls before explaining to me that the bug is
confirmed to have propogated to version 10
4. When I asked for a refund, they refused
5. When I instead asked for minimal credit they refused
6, When I instead asked for extras to be unlocked (Dolby 5.1, etc.)
they refused

THEIR SERVICE AND CONCERN FOR THE CUSTOMER IS GARBAGE!

Regardless of their policy to not guarantee compatability, when an
issue arised with 2 very common apps (NERO and PINNACLE), they should
at least TRY to help the customer.

DO NOT BUY THIS PRODUCT!

Transcript below:

Subject
dc: unable to burn

Discussion Thread
Response (Shaun) 11/10/2005 12:28
Corby, again We do not ensure compatibility with other software
programs you may have. and we will not be able to offer you any
additional features free of charge either, I apologize for the
inconvenience.

Shaun
Pinnacle Support
Customer (Corby Fine) 11/10/2005 08:27
I do not fully understand your inability to refund me for software that
I cannot use in conjunction with previously purchased software due to
bugs in your code? As that seems to be the case, then instead of
refunds, I would request additional features be unlocked in my system
including 5.1 Dolby encoding and other menus and transitions to at
least make the effort of installing/deinstalling my Nero software to
use Pinnacle more valuable to me and worth the time spent on a weekly
basis. Please provide
me with direction as to which extras you can give me in exchange for
the pain I need to go through to use your software.

Regards,
Corby Fine

Response (Robert) 11/04/2005 02:51
Corby,

I have reviewed your case and am unable to issue a refund in this case.
We do not ensure compatibility with other software programs you may
have. The root of the problem is that both of these programs access
your burner, using their burning engine which can cause conflicts. I
apologize for the inconvenience.

Rob
Pinnacle Technical Support
Customer (Entered by Damien) 11/01/2005 08:01
Customer is not happy that he has to uninstall Nero in order to use
Studio 10.
He would like to speak to someone about the possibility of getting some
kind of refund.
Customer (Entered by Brian) 11/01/2005 10:47
tried to burn again just a 2 minute clip, it didn't burn tried to
create a mpeg file and it work, it burns from files pervious it worked
with with nero, it gets to make movie and sits there, update the
firmware, download 10.1.
Customer (Entered by Jason) 10/31/2005 04:41
makes it through the render phase, then hangs when trying to burn.


Question Reference #051101-000104
Product Level 1: Studio version 10
Product Level 2: Studio Plus Version 10
Category Level 1: Authoring - Burning
Date Created: 10/31/2005 04:41
Last Updated: 11/10/2005 12:28
Status: Solved

[Lance]

I wonder if Nero's InCD drag & drop software is causing the conflict
with Pinnacle. Have you tried, or has anyone asked you to uninstall it
and see if the problem still occurs?

Lance
*****

cfine thought carefully and wrote on 11/12/2005 6:49 PM:

[Ludwig]

I purchased the v10 upgrade, I received a v10.1 CD, upon installation I had
to download the 10.1.1 patch. After all this, when the program starts I get
an error message that my video card is not compatible and the program will
run in software emulation mode. My system exceeds all other software
requirements and version 9.4.3 ran just fine. Play back audio and video in
v10 was totally unacceptable so I uninstalled v10 and reinstalled v9.4.3.
Pinnacle refuses to refund the v10 upgrade stating that I am required to
upgrade my hardware in order to make their software work.

Purchase this product at your own risk.

[Buchetamo]

Thanks... right on time for me. I placed an order for 10 on Friday but
couldn't be delivered as they were out of stock. Now I have time to cancel
purchase. When, when, yeah when will Pinnacle present to the market a
product that fully works. I believe they think consumers are bunch of
suckers,,, poor customer service & software that looks exciting on paper but
unable to perform 100%...

[Donald Link]

Strange that they should be out of stock. Must be that the program is
selling so fast they can not keep up. I really is funny also that you
are bitching about a product that you do no even have. Mabey you
should put the effort in constructive solutions. The biggest grippers
are usually the ones that would perferred to spout nonsense that ask
for solutions to the problems and provide useful information to help
solve them.

[Donald Link]

Strange that you did not read the requirements to run 10 prior to
buying it. Version 10 requires XP also. Then again I knew this prior
to buying it and it only took a couple of minutes of research.

On Sat, 12 Nov 2005 22:50:13 -0600, "Ludwig" <ludwig@chump.com> wrote:

[quote]I purchased the v10 upgrade, I received a v10.1 CD, upon installation I had
to download the 10.1.1 patch. After all this, when the program starts I get
an error message that my video card is not compatible and the program will
run in software emulation mode. My system exceeds all other software
requirements and version 9.4.3 ran just fine. Play back audio and video in
v10 was totally unacceptable so I uninstalled v10 and reinstalled v9.4.3.
Pinnacle refuses to refund the v10 upgrade stating that I am required to
upgrade my hardware in order to make their software work.

Purchase this product at your own risk.

[ByTor]

In article <1131850172.768697.79120@o13g2000cwo.googlegroups.com>,
corby.fine@rogers.com, cfine says...

[ByTor]

In article <uerdn1t8i4s3n2qtg02k9mrkh382tmouul@4ax.com>,
linkd@mindspring.com, Donald Link says...

[Buchetamo]

Donald Lick, hold your horses... I have used Pinnacle 8, then 9 & now 9
Plus, I've had many opportunities to work with Pinnacle & have had countless
problems using this software. Although you're now on your white horse
passing judgment, giving advice, drawing conclusions etc, Pinnacle is well
known world wide for a having a very poor customer service. I stand by my
comment thanking Corby for sharing the experience & will proceed to cancel
my order. Are you suggesting that I put forward solutions to solve Pinnacle
problems & poor service? And indeed they are out of stock... but of course I
shouldn't tell you, you seem to know everything!!

[cfine]

Nope - they have NO idea what the issue is...

Corby

Lance wrote:

[ByTor]

[4P video productions]

10 isn't the problem. However it may be worth considering Nero as the problem, here is an alternative solution if you want to run both programs, try setting up a dual platform system i.e. all video editing software should be on its own platform, and games and other application on their own