With all the complaints about Nero tech support, I decided to try a little experiment. I've submitted a support request for a problem I have with Nero Vision. I'm reasonably sure it won't be an easy problem to find and answer for, but the purpose of this experiment isn't to get the actual problem fixed. Instead I'm going to use My Nero to keep a log of my experience with Nero support.  

 I started by submitting a request using the form for email support . I assume that most people are like me, and would prefer help over the phone, but will settle for email support since it's the free option.

A few minutes after submitting the form I received the following email:

Dear Valued Customer,

Thank you for your e-mail. This is an automatic message to verify that your e-mail has arrived and that it is currently waiting to be processed.

To reduce your waiting period you have the option of finding the solution to many common problems on our website:

http://support.nero.com

Thank you.
Your Nero Support Team!

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NERO - BECAUSE TECHNOLOGY COUNTS

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Nero AG

Im Stoeckmaedle 13-15

76307 Karlsbad

Germany

Vorstand: Richard Lesser (CEO)

Aufsichtsratvorsitzender/ chairman of the supervisory board: Jim Corbett

Amtsgericht Mannheim HRB 362519

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 Although I've already checked the Nero website, as well as Google, Afterdawn, and Doom9, I made sure to follow the instructions in the support email and check the Nero site again. Now I'll wait to see what happens next. As Nero's only free support option I think most customers would expect an initial (human) response within 24 hours.   

Progress To Date

Day 1 - Submitted Support Request via Web form received autoresponse email from support. Searched Nero support for answer to problem.

Day 2 - Still Waiting

Day 3 - Still Waiting

Day 4 - Still Waiting

Day 5 - Still Waiting

Day 6 - Still Waiting