January 15, 2009

Letter from CEO – Udo Eberlein

Dear Nero Community,

Since becoming the CEO of Nero in early 2008, I have had the privilege of meeting with hundreds of loyal Nero customers and partners worldwide and reading your comments/concerns on the Nero community.    The comments from all of you have been consistent – in Nero’s thirteen-year history, the company has built a reputation for technical excellence, and the Nero Suite – our flagship product, has become a critical component of your digital lives.

However, since the launch of our Nero 9 product in late September 2008, many of you have expressed concerns about the direction and quality of this product.    This feedback has been very valuable to me, and to our teams at Nero.    We have heard your concerns and we recognize that the quality of our suite was compromised with this recent release.    In striving to quickly provide you with the most cutting-edge functionality available, it has become clear that we strayed from our commitment to ease-of-use and high quality standards.  

We would like to address the concerns that you have raised within the My Nero community and Forums, via email to us and to our dedicated customer support teams.    Our customers are our greatest strength and we are always looking for more feedback from you that will allow us to improve upon our offerings and our business at large.  

For those of you who have had technical issues with Nero 9, Nero will be offering ongoing updates to the product that will address the problems that you have experienced and will continue to make these updates available free of charge to current users.

With every product we deliver, and in every interaction we have with you, I want to exceed your expectations.    Because of this, I have commissioned a new team internally.    The new Nero “Product Satisfaction Group” will be charged with ensuring that the solutions we release to you are in alignment with your needs and are provided to you with the highest possible quality. We want to make sure that the updates to Nero 9 and additions made to future releases are in keeping with your specific requirements – at a price point you can afford.  

Over the last few months you have made it clear that changes are needed in a variety of areas.    We are acting on this feedback.    One example of this is the changes being made to our customer support processes worldwide.    You have indicated that additional support personnel and increased support hours are needed.    These changes will be forthcoming and are designed to ensure that your needs are met with higher quality, in less time.

I believe that I speak on behalf of every Nero employee worldwide when I say that I appreciate the support that you have given to Nero over the last decade.    We thank you for the comments that you have provided that allow us to improve upon our offerings and to deliver you higher quality products.    We look forward to an exciting year ahead and expanding our product offerings so you can continue to enjoy your music, videos, photos and TV shows, anytime and anywhere.

Sincerely,

Udo Eberlein

CEO, Nero AG