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Disclosing DRM | 28 comments (28 topical) | Post A Comment
Company Statement[ Reply to This ] (none / 0) (#5)
by Roxio on Mon Jul 12, 2004 at 11:10:48 AM PDT

We feel it is important to outline for consumers the full details surrounding Roxio's policy on activation. Roxio has had an activation mechanism included in its downloadable versions of Creator for over 2 years. The CD versions include no activation. The protection on downloadable product is included given the susceptibility of electronic versions to piracy. We've sold hundreds of thousands units of Creator 5, 6 and 7 via download and have not found activation to be a concern for our customers. This is due, in part, to Roxio's policy on activation which provides customers with an unlimited number of re-installations on any one PC and installation on up to three different PCs (or three different hardware configurations on one PC). We also offer a 15-day, money back policy on all ESD purchases. It is also important to note that customers may purchase a CD version of the software that does not include activation instead of the downloadable version if they feel the ESD version will not adequately meet their needs. To date we have not fielded any customer complaints related to where activation messaging is placed on our site; however, in response to the concerns raised here we have made changes to the site and made the information related to activation more prominent and appear earlier in the purchasing process. Finally, the Roxio customer/technical support team does not take a `don't call us we'll call you response'. Rather, customer/technical support responds in a timely manner and provides a telephone number to call to have issues such as the one you highlight addressed. An issue of this nature would be resolved immediately with a phone call. We hope this provides greater clarity. Roxio Inc.

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after product lifecycle?[ Parent | Reply to This ] (none / 0) (#6)
by auctionhugh on Mon Jul 12, 2004 at 12:45:33 PM PDT

I can live with this, except what happens when the product is no longer supported? No more installs to updated hardware?

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A timely manner[ Parent | Reply to This ] (none / 0) (#10)
by Anonymous User on Mon Jul 19, 2004 at 09:43:46 PM PDT

Here is the text of the HTML page I got after submitting my complaint to your customer service:
"Please be advised that as of January 2004 Roxio is re-engineering our entire Customer service operation - in the very near future you our valued Customers can look forward to enhanced self-help tools, a streamlined registration process and quicker response times from Roxio Customer Service. During this transition period we respectfully ask for your patience and understanding in our reply back to you. You will receive an e-mail response in the coming days addressing your specific issue. Please do not submit an additional email as this may delay our response."
That's what I called a "don't call us we'll call you" message. After over a WEEK, I had no answers, not even a "we're looking into your case". Is that what you call "respond in a timely manner"?

Why should I pay for a call caused by a protection for YOUR software? English is not my first language. Would I have been answered in french? I doubt it. As it was, I believed you would answer my Email within a few days (a timely manner) since in my naive understanding, you would act responsibly toward your customers.

About your 15 days money back waranty, it's worthless in this case. When the software let me down, I had it for a few month. If that had not been the case, I would have asked for my money back.

Every time you say that your CD version is without activation code so I should have choosen it, you ignore the fact that before Mr Foster's intervention, the fact was difficult to find at best. If I had known the CD version was without activation protection, I'd have buyed it instead of the download version. I've been against copy protection for any software with a useful life longer than six months. This implies I will avoid your products in the future.

Just to set the reccord straight, the first email I got from Roxio was after Mr Foster gave my a personnal adress to write to. This was over two weeks after my initial letter. Not in any way "a timely manner".

JR

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Roxio Easy CD Creator - Product Activation Problem[ Parent | Reply to This ] (none / 0) (#13)
by mkusernm on Sat Jan 08, 2005 at 06:05:48 PM PDT

My Easy CD Creator 6.0's Project Selector (originally purchased as a downloaded version)stopped working one day and I was advised by Roxio support to re-install it. After re-installation, using the CD-Key provided by Roxio, Roxio Server would not activate it. It has been more than 6 months now that I am trying to get support from the Roxio. I received numerous suggestions from Roxio support. None worked. I still can not use the product for which I paid full price.

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Media Creator 8.0[ Parent | Reply to This ] (none / 0) (#15)
by Thorby on Thu Mar 09, 2006 at 08:13:31 PM PDT

As far as I can tell from the last two days of trying to get this piece of garbage to function, it is a lost cause and I should have spent my money on a reputable product. As bas as this junkware is, it shines in comparison to the support available. Unless you want to waste further money on this waste of disk space, you may as well not even try to get assistance ad Roxanne is as defective as the product. This is truly a software scam on a huge scale. There shoul be a class action suit started against this company and similar ones base on known defective product sales and misrepresentation of goods. Any hungry lawyers out there?

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Roxio Company Statement[ Parent | Reply to This ] (none / 0) (#19)
by Anonymous User on Tue Sep 12, 2006 at 05:53:37 PM PDT

I'm finding it hard to believe that any Roxio representative would even try to claim that they provide customer support. So far I have spent about 3 hours on their website, which does not provide useful information, I've dallied with the "Ask Roxanne" assistance which is problem the worst example of interactive help yet. So far, I've only had response from customer assistance and it was pure bs, not even addressing the problem I had. The software fails to register and because of that, the "deluxe" version doesn't do half of what it's supposed to. Calling the phone number is almost useless because so far I've only been able to get the automated "Your call is important enough to us to ignore" message. If Roxio reads this, feel free to give me a call, my ticket number is:245611

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Disclosing DRM | 28 comments (28 topical) | Post A Comment
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