With many gripes it's hard to be sure if the problem lies with the quality of the vendor's products or the quality of its support. Judging by what I've been hearing from readers recently, in Roxio's case it appears to be both of the above.
"I have upgraded from MyDVD 7.0 to Easy Media Creator 8.0 and this version has proven to be absolute junkware," one reader wrote. "At first it refused to register. I think I have completed registration but now video copy sound on capture is horribly garbled and if I try to continue the capture the program errors. Roxio's website and 'Ask RoxAnn' is as defective as their product. Is there a way I can get my money back and get a reputable product that has support included? I've wasted more time on trying to get this junkware going than it's worth."
Another reader had a similar complaint but about Titanium Toast. "I'm just wondering what will it take to get the word out about Roxio's customer service," the reader wrote. "This is ridiculous. I purchased Toast With Jam 6 and I can't get it to work properly. When I try to contact Roxio's customer service they tell me they have my e-mail address on file but they have a different password assigned to my account than the one that I'm entering. They were supposed to send me a new password, but it's been two days now and still no word from them. I'm a paying customer and the only way I can even contact them is to pay $35 dollars on their technical support line. It would seem that insuring they don't provide tech support to someone who has registered a product is more important than providing support for the customers who have. This is amazing. And I thought I researched this company well before I made a purchase from them."
And a third reader's problems with Roxio PhotoSuite and VideoWave extended to the documentation. "The manual is a waste of good trees, mostly given over to archiving your photos," the reader wrote. "The video maker is unusable. After capture from the camcorder and before you can add transitions and edit the movie, the program makes an AVI file! This is just junk software and the claim that it is quote powerful unquote is a slur on the English language."
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