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Tech Support Day 9 |
posted by Vurbal at 1 year ago
Once again I had an email from Nero Support in my Inbox this morning. I was informed that the AviSynth problem will be fixed with the next update, and that the resolution problem I reported with NTSC resolution in the VfW interface is being looked at. Since I still can't reproduce the problems I had a couple of days ago with Showtime and Nero Digital AVC files, I'll have to keep an eye on that to see if I can find a way to consistently reproduce the problem.
Progress To Date
Day 1 - Submitted Support Request via Web form and received autoresponse email from support. Searched Nero support for answer to problem.
Day 7 - Got email from support tech. Sent information he asked for.
Day 8 - Received another reply from support verifying the problem using AviSynth files as sources. Also received responses for 2 additional issues I asked about in my email yesterday. One, an occasional playback problem, they couldn't confirm. The other, an NTSC resolution problem with Nerovision's VfW interface, he didn't seem to be familiar with NTSC resolution. I sent a clarification back on the resolution issue.
Day 9 - Received another response from support indicating AviSynth fix will be in next update. Also notified that the tech is looking into the NTSC resolution issue with the VfW interface.- Tags:
- mvp
- Category:
- Tech Support
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Deleted: Vurbal's comment was deleted by himself or the owner of the Blog!
UncleDave wrote at 1 year ago
Conclusions?
Hi Vurbal,
It looks like you have come to the end of the experiment. Are you going to draw any conclusions from your experience? I must admit that there appears to be an improvement of late. I hope, for Nero's sake, that it isn't a flash in the pan. I still believe that there is more Nero SHOULD be doing in providing support - I'll bend Ian's ear on that one '-)
Regards
UD
p.s. Sorry for the hi-jack on Day 1!
Good question
I've been thinking about what conclusions to draw from this. One observation is that the tech I've been corresponding with did mention that they've had an unusually high volume of support traffic since Nero 8's release. I don't doubt this is true. However, since this is my first experience with Nero support I have nothing to compare it against so I guess I can't draw any concrete conclusions.
Edit: Since you got me started I've moved the remainder of this response to a new blog entry.