Hello,
We have worked with this customer directly and the matter appears to be resolved"I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***"
Kind regards,
*** ***
Supervisor,
Customer Service
Sony Creative
Software
Greenway Blvd
Suite Middleton, Wisconsin www.sonycreativesoftware.com
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
I accept your offer
I have sent the following response to the customer:
Hi ***
Thank you for contacting Sony Creative SoftwareMy apologies for the extensive troubles with your softwareTo resolve this issue please try the following:
Start Sound Forge, let the registration prompt appear, do not click Next yet
Start Task Manager > Details tab > Right click "audiostudio***.exe" > Uncheck UAC Virtualization > Click "Change Virtualization"
Go back to the Sound Forge registration prompt and click NextThat should start Sound Forge and drag/drop should work
Please let me know if you have any questions
Sincerely,
*** **
Supervisor, Customer Service
Sony Creative Software Inc
www.sonycreativesoftware.com
Hello [redacted],
Please provide a screenshot proving the uninstall of the applications from the system (Control Panel -> Programs and Features) and we will then process a credit memo for the purchase.
Kind regards,
">[redacted]Supervisor,
Customer ServiceSony Creative
Software
Hello [redacted]
We have been seeing this issue occur occasionally when using Sound Forge Pro 11 on the Windows 8/8.1 operating system. Our QA and Development teams are aware of the issue and are currently working on a resolution. Once the steps I have provided in a previous message have been followed, you should no longer see this issue occur on your current system.
Please let us know if you have any additional questions.
Sincerely,
Customer Service
Sony Creative Software
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
I have tried since I bought it to return it. but half the time get no response and also When I do it's to late. Very poor service. Not very kinda people at all. You think with a little mix up they would be happy to refund you but nope. Got nothing in return. Watch what you buy! from sony.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
This incident has been escalated several times whenever I actually spoke to a Sony Representative. However, the issue has remained. Since originally contacting the Revdex.com about this issue, Sony sent another "solution" but I am unable to respond to it since this incident still does not appear on Sony's website (see attached).
I am not interested in email support at this point as it is still unresolved since August 31st 2015, and the promises to "escalate" the issue have been to no avail.
Regards,
[redacted]
Thank you for contacting Sony Creative Software. We canonly accept returns of unopened products that you ordered directly from us through our online store or Customer Service department. Returns must be made within 30 days of your purchase.
Please note: We can not accept returns of opened or downloadable software products.
Sony Creative Software does permit transferring your existing software license to a new owner. In order to do so, please provide us with the name and e-mail address of the person receiving your license(s). We will then note both your account and the recipient's account of the transfer and the new owner can proceed with using the software. Note that if you have used that particular version in order to purchase an upgrade, the new owner would not be able to also purchase an upgrade using that serial number.
If you still have a follow-up question on this particular incident, please feel free to update it. If you have a completely different question, please create a new incident.
Sincerely,
[redacted]
Supervisor, Customer Service
Sony Creative Software Incwww.sonycreativesoftware.com
Customer [redacted]
07/07/2014 08:11 PM
I wanted sony vegas pro. I didn't want this. please refund my money back. Thank you. By the way I have no computer anymore I am using a friends until I get one. I have no use for the software any way.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and with great reluctance I accept this so-called "solution," despite the fact that it still fails to answer my fundamental question.
It is clear Sony refuses to answer my question directly, and refuses to give a timeframe as to when the customer can expect a permanent fix, and instead has given me a workaround while at the same time giving me the runaround.
It has been, and will continue to be, a complete waste of my time to expect an honest answer from Sony, so I'm not going to bother with it anymore. Since it has been over a year since this problem arose, it is clear Sony has no intention of fixing the problem, and has put the burden on the customer to use this burdensome workaround in order to be able to use the product properly.
I am a customer who has spent thousands of dollars on this company's products over the years, and I expect answers, not double talk. Fortunately, Sony has a lot of competition in this field, and I shall be taking my business elsewhere from now on. I shall be informing my friends and colleagues of how disrespectful I have been treated by Sony and how they refuse to fix the problem with their product, or perhaps they are so completely incompetent that after a year, they have still not been able to fix the problem.
So if the Revdex.com feels a non-response is an acceptable resolution to a customer's complaint, so be it. I do not feel it is acceptable, but on the other hand, I don't see any point wasting any more of my valuable time on this matter.
Regards,
[redacted]
Hi [redacted],
Thank you for writing back. Since the software had been registered on 06/08/2014, we will not be able to process a refund for this order. However, we would be happy to subtract the cost of this order from a future purchase of Vegas Pro should you chose to do so. Otherwise, you are still certainly free to transfer the software to another user.
Please let me know if you have any questions.
Sincerely,
[redacted]
Supervisor, Customer Service
Sony Creative Software Inc
[redacted]
Hello,
Upon reviewing the technical support ticket created by this customer, it appears we have run through a variety of troubleshooting steps on their system since our initial response, two days after the customer's initial submission date. Therefore, I'm having the support representative...
escalate to our Development and QA teams for further research. In this way, we'd be more than happy to continue troubleshooting their issue. The customer's purchase was placed through a re-seller and was not purchased from Sony Creative Software directly. Therefore, if the customer would like to seek a refund, they are welcome to do so in accordance with that re-seller's return policy.
We will continue working with the customer through our support system to troubleshoot their issue.
Kind regards,
[redacted]Supervisor, Customer ServiceSony Creative Softwarehttp://www.sonycreativesoftware.com/
We are still currently working with this customer directly to resolve this issue and come to a conclusion. At this time, we are awaiting their response to an offer for a solution.
Please let me know if you have any questions.
Kind regards
[redacted]
Supervisor, Customer Support
Sony Creative Software
www.sonycreativesoftware.com
www.custcenter.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
I received Sony's response but it did not help. Here is what I wrote back to them:
"I tried the steps you suggested but there is no "audiostudio[redacted].exe" listed under details tab on the task manager.There is "Forge110.exe" listed, but no "audiostudio[redacted].exe." I have included a screenshot of the Task Manager.I will be awaiting further suggestions."
Hello,
We have worked with this customer directly and the matter appears to be resolved"I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***"
Kind regards,
*** ***
Supervisor,
Customer Service
Sony Creative
Software
Greenway Blvd
Suite Middleton, Wisconsin www.sonycreativesoftware.com
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
I accept your offer
I have sent the following response to the customer:
Hi ***
Thank you for contacting Sony Creative SoftwareMy apologies for the extensive troubles with your softwareTo resolve this issue please try the following:
Start Sound Forge, let the registration prompt appear, do not click Next yet
Start Task Manager > Details tab > Right click "audiostudio***.exe" > Uncheck UAC Virtualization > Click "Change Virtualization"
Go back to the Sound Forge registration prompt and click NextThat should start Sound Forge and drag/drop should work
Please let me know if you have any questions
Sincerely,
*** **
Supervisor, Customer Service
Sony Creative Software Inc
www.sonycreativesoftware.com
Hello [redacted],
Please provide a screenshot proving the uninstall of the applications from the system (Control Panel -> Programs and Features) and we will then process a credit memo for the purchase.
Kind regards,
">[redacted]Supervisor,
Customer ServiceSony Creative
Software
Hello [redacted]
We have been seeing this issue occur occasionally when using Sound Forge Pro 11 on the Windows 8/8.1 operating system. Our QA and Development teams are aware of the issue and are currently working on a resolution. Once the steps I have provided in a previous message have been followed, you should no longer see this issue occur on your current system.
Please let us know if you have any additional questions.
Sincerely,
Customer Service
Sony Creative Software
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
I have tried since I bought it to return it. but half the time get no response and also When I do it's to late. Very poor service. Not very kinda people at all. You think with a little mix up they would be happy to refund you but nope. Got nothing in return. Watch what you buy! from sony.
Thank you for the follow up. We...
issued a full refund to the customer. The amount should be returned to the customer’s bank account within one billing cycle.
Please let me know if you have any questions.
[redacted]
Supervisor, Customer Service
Sony Creative Software
[redacted]
[redacted]
[redacted]
[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
This incident has been escalated several times whenever I actually spoke to a Sony Representative. However, the issue has remained. Since originally contacting the Revdex.com about this issue, Sony sent another "solution" but I am unable to respond to it since this incident still does not appear on Sony's website (see attached).
I am not interested in email support at this point as it is still unresolved since August 31st 2015, and the promises to "escalate" the issue have been to no avail.
Regards,
[redacted]
I order wrong software. want refund.
...
Discussion Thread
Response (Bradley Bryant)
07/11/2014 04:32 PM
Hi [redacted],
Thank you for contacting Sony Creative Software. We canonly accept returns of unopened products that you ordered directly from us through our online store or Customer Service department. Returns must be made within 30 days of your purchase.
Please note: We can not accept returns of opened or downloadable software products.
Sony Creative Software does permit transferring your existing software license to a new owner. In order to do so, please provide us with the name and e-mail address of the person receiving your license(s). We will then note both your account and the recipient's account of the transfer and the new owner can proceed with using the software. Note that if you have used that particular version in order to purchase an upgrade, the new owner would not be able to also purchase an upgrade using that serial number.
If you still have a follow-up question on this particular incident, please feel free to update it. If you have a completely different question, please create a new incident.
Sincerely,
[redacted]
Supervisor, Customer Service
Sony Creative Software Incwww.sonycreativesoftware.com
Customer [redacted]
07/07/2014 08:11 PM
I wanted sony vegas pro. I didn't want this. please refund my money back. Thank you. By the way I have no computer anymore I am using a friends until I get one. I have no use for the software any way.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and with great reluctance I accept this so-called "solution," despite the fact that it still fails to answer my fundamental question.
It is clear Sony refuses to answer my question directly, and refuses to give a timeframe as to when the customer can expect a permanent fix, and instead has given me a workaround while at the same time giving me the runaround.
It has been, and will continue to be, a complete waste of my time to expect an honest answer from Sony, so I'm not going to bother with it anymore. Since it has been over a year since this problem arose, it is clear Sony has no intention of fixing the problem, and has put the burden on the customer to use this burdensome workaround in order to be able to use the product properly.
I am a customer who has spent thousands of dollars on this company's products over the years, and I expect answers, not double talk. Fortunately, Sony has a lot of competition in this field, and I shall be taking my business elsewhere from now on. I shall be informing my friends and colleagues of how disrespectful I have been treated by Sony and how they refuse to fix the problem with their product, or perhaps they are so completely incompetent that after a year, they have still not been able to fix the problem.
So if the Revdex.com feels a non-response is an acceptable resolution to a customer's complaint, so be it. I do not feel it is acceptable, but on the other hand, I don't see any point wasting any more of my valuable time on this matter.
Regards,
[redacted]
Hi [redacted],
Thank you for writing back. Since the software had been registered on 06/08/2014, we will not be able to process a refund for this order. However, we would be happy to subtract the cost of this order from a future purchase of Vegas Pro should you chose to do so. Otherwise, you are still certainly free to transfer the software to another user.
Please let me know if you have any questions.
Sincerely,
[redacted]
Supervisor, Customer Service
Sony Creative Software Inc
[redacted]
Hello,
Upon reviewing the technical support ticket created by this customer, it appears we have run through a variety of troubleshooting steps on their system since our initial response, two days after the customer's initial submission date. Therefore, I'm having the support representative...
escalate to our Development and QA teams for further research. In this way, we'd be more than happy to continue troubleshooting their issue. The customer's purchase was placed through a re-seller and was not purchased from Sony Creative Software directly. Therefore, if the customer would like to seek a refund, they are welcome to do so in accordance with that re-seller's return policy.
We will continue working with the customer through our support system to troubleshoot their issue.
Kind regards,
[redacted]Supervisor, Customer ServiceSony Creative Softwarehttp://www.sonycreativesoftware.com/
We are still currently working with this customer directly to resolve this issue and come to a conclusion. At this time, we are awaiting their response to an offer for a solution.
Please let me know if you have any questions.
Kind regards
[redacted]
Supervisor, Customer Support
Sony Creative Software
www.sonycreativesoftware.com
www.custcenter.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
I received Sony's response but it did not help. Here is what I wrote back to them:
"I tried the steps you suggested but there is no "audiostudio[redacted].exe" listed under details tab on the task manager.There is "Forge110.exe" listed, but no "audiostudio[redacted].exe." I have included a screenshot of the Task Manager.I will be awaiting further suggestions."