Cyberlink "Tech Support"

Discussion in 'Software' started by FED UP, Oct 6, 2010.

  1. FED UP

    FED UP MajorGeek

    I paid $100 for Cyberlink PowerDirector 8 . I got it via online download. It does not work. I get a popup error message - the common one that says Powerdirector has stopped working and Windows is searching for a solution. Since September 7th, I have corresponded with Cyberlink's "Tech Support" .
    Cyberlink's "Tech Support" completely ignores all the information i give them, and gives me instructions to fix my PowerDirector 8 that are irrelevant at best, and these instructions clearly demonstrate that all the information i give them over and over again is completely ignored . I have NEVER had such horrible tech support/customer service in my entire life.
    Since CYBERLINK obviously doesnt care about their customers, and has effectively stolen $100 from me, I was hoping that perhaps some of the kind, knowledgeable people here at MG could help me out.
    I have tried numerous things to get PowerDirector 8 running. When I try to run it in Safe Mode, I get some actual information, saying that RichVideo.exe is missing and the program wont load. So, since CYBERLINK refuses to help me, I was wondering if someone knows a reliable, trustworthy source where i can download RichVideo.exe, since this is the only clue I have as to why PowerDirector 8 won't work. I have tried uninstalling, reinstalling PowerDirector 8 to no avail. I am seriously considering reporting CYBERLINK to the Attorney General’s office for deceptive trade practices.

    Thanks !

    BTW - If you are considering buying a CYBERLINK product, please keep in mind that they do not care one bit for their customers, so when you purchase software from them that doesn't work, you just wasted your money . I will NEVER purchase another CYBERLINK product .


    tl;dr : I need a trustworthy source from which to download RichVideo.exe
     
  2. NICK ADSL UK

    NICK ADSL UK MajorGeeks Forum Administrator Staff Member

    i will forward this complaint on for you and hope they will get in touch
     
  3. NICK ADSL UK

    NICK ADSL UK MajorGeeks Forum Administrator Staff Member

    North American Operations
    CyberLink USA
    46750 Fremont Blvd, Suite 200, Fremont, CA 94538, U.S.A.
    Tel: + 1 510-668-0118 (for OEM business enquiries)
    Fax: + 1 510-668-0121
    http://www.cyberlink.com
     
  4. FED UP

    FED UP MajorGeek

    Wow. That's awesome, not to mention quick !
    So should I wait for them to e-mail me, or what is the protocol here ?
    I do appreciate your assistance .
    I am at this very moment attempting yet another re-install of PowerDirector 8 . Maybe this time I'll install it on my D: drive instead of my C: drive and see if somehow that makes a difference .
    Thanks again nick !
    oh, btw i am quite serious about contacting the attorney general's office if my problem is not resolved quickly now, It's been almost a full month .
    Thanks again !
     
  5. NICK ADSL UK

    NICK ADSL UK MajorGeeks Forum Administrator Staff Member

    well i have given you above their phone number so i would give them a call on how to proceed they also have a forum there email to me may take a week or so
     
  6. FED UP

    FED UP MajorGeek

    I see. Thank you.
    I just re-installed, and when i tried to run PowerDirector 8, I got a BSOD .
    Lovely .
     
  7. FED UP

    FED UP MajorGeek

    The phone number only referred me to the website for tech support, which I refuse to pay $29.95 for . Other than that, you have to know someone's extension number to get an actual human on the phone. Figures.
    Two times in my life have I purchased software online, the first time I never got the software at all, this time I got software that doesn't work . Don't think I'll ever purchase software online ever again.
     
  8. NICK ADSL UK

    NICK ADSL UK MajorGeeks Forum Administrator Staff Member

    send them a fax if the call is not productive
    I'll get back to this thread asap on what they advise
     
  9. Caliban

    Caliban I don't need no steenkin' title!

    Haven't found a reliable source yet for the file, but you might try this real quick:

    Click Start > Run and type in the following command: regsvr32 \windows\system32\RichVideo.exe

    Reboot, and see if your symptoms change.
     
  10. FED UP

    FED UP MajorGeek

    Trying that right now .
     
  11. FED UP

    FED UP MajorGeek

    Failed to load, Make sure the binary is stored at the specified path etc etc. .
    The specified module could not be found.

    See ? I think I just need RichVideo.exe and MAYBE my problem is solved.

    I wonder why I have never had problems with store bought software ? I have purchased MANY games and other apps at retail stores, and never had problems with them, but as I have mentioned in this thread the only two times i tried buying online, I had major problems.
     
  12. FED UP

    FED UP MajorGeek

    I'll see if i can't get a fax off to them today if I have time . Thanks a ton for your help.
     
  13. Caliban

    Caliban I don't need no steenkin' title!

    Strange - so far, even looking through the CyberLink forums has produced no viable way to replace the file. I'll keep digging.
     
  14. chapincito

    chapincito Specialist

    Maybe somebody who have the software installed could post a copy of his/her...???:(
     
  15. FED UP

    FED UP MajorGeek

    I received an e-mail from CYBERLINK containing instructions on downloading and installing the latest version and content modules, yet the installation fails every time.
    I'm tired of this.
    Cyberlink just plain sucks, I'll never purchase another product from them and i will spread the word to anyone that will pay attention to not purchase cyberlink products. Cyberlink is obviously a third tier company that is unable or doesn't care enough to support the people that purchase their products.
    I have wasted many hours trying to get this to work since September 7th and I'm just plain tired of it. They stole $100 from me, I WILL report them to the Attorney General's office for deceptive trade practices, and I will purchase a video processing product from a top tier company . Thank you all for your time, none of this is your fault - it's mine for thinking that CYBERLINK was a trustworthy company who produces good quality software. I learned a $100 lesson. I will not make this mistake again.
    Thank you all for your time.
     
  16. TimW

    TimW MajorGeeks Administrator - Jedi Malware Expert Staff Member

    If you used a credit card to purchase it, contact your card company and report it. They will put a hold on the payment. Put it in dispute!!
     
  17. chriswiles

    chriswiles Private E-2

    Hi,

    If you have a problem with CyberLink software, can you let me know and I'll chase this up for you - we have a fairly good relationship with the company.

    If you've opened a support ticket with them, can you email me with the ticket and I'll see what I can do.

    Email: support @ creativemark.co.uk

    Removing the spaces between the @.

    Thanks,

    Chris.
     
  18. NICK ADSL UK

    NICK ADSL UK MajorGeeks Forum Administrator Staff Member

    Thanks Chris for helping out :)
    I myself use this software without fault and my past dealings with cyberlink have been good so am sure they will get this fixed
     
  19. FED UP

    FED UP MajorGeek

    NICK have you used the online tech support and got relevant replies ?
     
  20. NICK ADSL UK

    NICK ADSL UK MajorGeeks Forum Administrator Staff Member

    i have used it on your behalf but as i said above it can take a week or more :(
     
  21. FED UP

    FED UP MajorGeek

    Well, I did get a response today (they sent two identical responses for some reason) and I'm still without the software I paid for .
    After many hours of messing with it over the course of a month, I give up. They are thieves. I'm done with it, I'll go purchase a video editor from a first tier company . I do appreciate everyone's assistance and concern ! This is what is so awesome about MG !
     
  22. NICK ADSL UK

    NICK ADSL UK MajorGeeks Forum Administrator Staff Member

    we will get a answer for you I'm sure but ask here in future as to what software you need and you wont go far wrong
     
  23. FED UP

    FED UP MajorGeek

    Actually, I found PowerDirector 8 here on MG lol. I just found a cyberlink forum and am trying to find help there. I am just amazed at the lack of support cyberlink offers their customers ! They want you to pay $29.99 for 60 days of telephone assistance ! That is pure insanity in my opinion . I posted an angry message on the cyberlink forum, not realizing that the forum members help people that have problems with cyberlink software, since cyberlink themselves wont do it . I just find all of this surprising and, frankly a bit disgusting .
     
  24. chriswiles

    chriswiles Private E-2

    Remember that all software is dynamic. The performance very much depends on what you have installed on your computer, the config etc. Something that works really well on one computer, may not work at all on another. Always a wise idea to use the trial version for a while, before committing to a purchase, for that reason.

    CyberLink software is robust. Their PowerDirector was voted number 1 at TopTenReviews (http://video-editing-software-review.toptenreviews.com).

    Are you sure you don't want to take up my offer of following this up with CyberLink? If you give me your support ticket, I'll go direct to the top guys at CyberLink.

    They will offer you a full refund if you can't get it to work.

    Chris.
     
  25. FED UP

    FED UP MajorGeek

    Chris, I DID send you the "Question ID" number to the email addy you supplied and asked if that was the number you needed. I got no response . Maybe it went into a spam folder ? I'll just post it here .
    Question ID: CS000922126
    I'm not sure if that's the number you need, so let me know .
    Thank you !
     
  26. FED UP

    FED UP MajorGeek

    Oh, by the way, the guys on the cyberlink forum are trying to help, but so far we have yet to get the software running. It IS, however, working on my brother's computer so we aren't trying to get a refund. It might actually be a good idea for me to let him use the cyberlink suite, and I purchase and use a different suite by a different company so we can have more/different dynamics to our finished projects.
    And yes, the license key DOES allow PowerDirector to be used on more than one computer, so getting it registered is not a problem. I can't even get it installed to register it !
    Really i'm about ready to just give up on it. Today is payday, and I'm gonna do some shopping online, and I'll probably go to Fry's and see what they have.
    I appreciate everyone who has offered assistance in this matter.
    MG r0x
     
  27. chriswiles

    chriswiles Private E-2

    Ok, got the ticket ID, thanks. I'll pass it on to CyberLink, but they won't be back in the office until Monday. Expect an answer Monday.

    You could try MAGIX Movie Edit 17 Pro from the MajorGeeks Software Store?

    But....try the trial version first, please :)

    I'll point CyberLink to this thread, too.

    Chris.
     
  28. FED UP

    FED UP MajorGeek

    Thanks chris, I don't expect cyberlink to really care about this thread - they didn't care at all about the problems I was having as I was e-mail directly to them about it, so I don't see why they would care about this thread, but again, I appreciate your time and effort on my behalf. To be honest, after over a month of them ignoring my e-mails, and sending me irrelevant responses, I just don't care to use their products any more. Since the product is working on my brother's computer, we are content to keep it - I'll just find a different suite by a more reputable company to use for myself.
    Thanks, everyone who has helped !
     
  29. kjolnir

    kjolnir Private E-2

    So I know this topic is old, but I actually had a similar problem with Cyberlink, and found an easy way to resolve it. Hopefully, this will help people in the future who have similar problems.

    A bit of context, I went to the Cyberlink web page, they recommended a product upgrade for the Cyberlink 9 that I had. The upgrade took me to a page where I could purchase an upgrade version of Cyberlink 12, which I did. I downloaded it, and turns out, it can't upgrade from 9. Only from 10 or 11. Well, that sucks.

    I opened a support ticket asking either for a refund or to just pay the difference and go ahead and get the full version of 12. I never heard back from them in a week.

    I went to my bank's website to look for the transaction on my card, and it turns out it was actually processed by Asknet. Their number (415 352 2610) was listed on the transaction so I thought what the heck, I'll give em a call and see what happens.

    There was literally no hold time (albeit I called at 6:45 PM central), they were able to look up my transaction with my credit card number, and I asked them for a refund. The emailed a form to me, I completed it, emailed it back. No muss, no fuss, no arguing, nothing. I just turned the form in so I haven't seen the refund yet, but as soon as I do, I'll edit this post with confirmation. Could NOT have asked for a more simple, pleasant customer service experience.
     

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