#Where's the fix?
19 messages in this thread
I was a bit unhappy with my last typed message to you, so let me try again.
I appreciate your help in trying to get my manual delivered to me. It looks
like, though, that I am not going to be getting the software update anytime
soon.
I purchased Animator Studio and received it on 6/7/95. Within two days, I
mailed in my registration card and several days later, I registered by phone,
simply because I am paranoid about such things.
A little over a month ago, I requested the written manual by CIS email. No one
responded, so I later made a phone call. Nothing ever arrived.
Then, I heard news of a software update that everyone except me seemed to be
getting.
This weekend, I spent a horrible weekend trying accomplish a simple task with
Animator Studio. It was a simple "superimpose an object on a movie" task that
seemed impossible, because of the horrible documentation in Animator Studio and
what appears to be another software bug that I uncovered in certain compressed
files..
This prompted my original message on this forum.
Yesterday I called Autodesk on three separate occassions and still am
disappointed and unhappy.
The first call was to "Molly" who had no idea why I wasn't getting the software
update or the manual. She said that I definitely should have them both if I had
really updated. She then hinted darkly, "You are updated, aren't you?" She then
took my info down, as Autodesk representatives had done several times before
now, and informed me that her computer was down, so she could not help me
more…. She was not at all easy to deal with.
Hours later, I tried again, hoping to find the computer system at Autodesk
"working" and spoke to a very nice "Karen" who checked the computer to find
that I was indeed not registered to my software, but that she could register me
again. I indicated that I thought this to be odd since two months had passed
from the time I had mailed in my registration card. Her response: "Oh no
wonder you're not registered. It takes us forever to go through those!" She
offered to mail me the manual but said that there was no way that I could get a
speedy software update.
What the hell is going on here?
I called back to try to speak to someone "in charge" and got "Mike" who said
that he would see what he could do to get me a software bug-fix, but that he
could not promise anything.
I am now getting tired of being jerked around. Why do I need to whine to get
answers? Why do your people show such incompetence and unwillingness to help?
It is becoming clear that they will do everything in their power to simply get
the user off the phone, regardless of whether they actually help anyone.
I need help. It still appears that I am not getting the bug-fix anytime soon.
Steven Mussey
Steven,
A helpful hint: get your dealer to fight with Autodesk over your
upgrade. You should get one, no problem, and you shouldn't have to struggle
over it – that's what we're for.
Kevin Krell – Computer Support Associates
Thanks for the help. That's an excellent idea. I guess I haven't been going
about this right.
Steven,
If its any consolation, I haven't got my update either and I sent my
registration about 4 week ago
Laurence
.
I'm in the same non-upgrade boat fellas and Autodesk has promised to "rush" me
one so that I can finish a review of Animator Studio with out having to totally
DIS the product. So far nothing, no requested three times manual either…
Al
>> I'm in the same non-upgrade boat fellas and Autodesk has promised to "rush"
me one so that I can finish a review of Animator Studio with out having to
totally DIS the product. So far nothing, no requested three times manual
either… <<
got on tonight… this is ridiculous. if anyone has registered and has not
received a response on their update or hardcopy manual, post me email, i will
find out what the heck's going on. al, i have your name and will get on this as
soon as i get home Friday after siggraph. if there's a reason for this, we'll
get to it, although i sure don't know it. c1 is out and the hardcopy has
arrived for several. don't get this. i really don't.
-dave
Thanks Dave!
Al
>> Thanks Dave! <<
it's friday afternoon, i just got in… will be on it Monday. have a great
weekend, and again, my apologies for this hassle.
-dave
Dave
1.c1 showed up Friday AM via FedEx . Someone must have had it expidited.
Haven't had a chance to do much with it yet, but the Player improvements are
very cool. The full screen option works quite well. A big improvement for those
wanting to dump to tape in real time. One suggestion: How about adding the
color bar option ala Premiere so you can have a color test pattern tagged to
the front of the movie? Hell, do Adobe even one better and include a ten sec
count down and a chance to add your own company name into a field on the test
pattern.
Thanks
Al
>> 1.c1 showed up Friday AM via FedEx . Someone must have had it expidited. <<
Nik's pretty good at getting things taken care of. 😉
>> Haven't had a chance to do much with it yet, but the Player improvements are
very cool. The full screen option works quite well. A big improvement for those
wanting to dump to tape in real time. <<
yep. but as always, if you find something in the program that needs fixin', let
us know. it's the only way we can improve the software.
>>
One suggestion: How about adding the color bar option ala Premiere so you can
have a color test pattern tagged to the front of the movie? Hell, do Adobe even
one better and include a ten sec count down and a chance to add your own
company name into a field on the test pattern. <<
i'll make sure this gets to the right folks. great suggestion too.
-dave
Dave,
I think you registration people are kinda behind in the processing of their
mail.
Laurence
"I think you registration people are kinda behind in the processing of their
mail."
I checked the names of those who have been listed as having been shipped c1.
You're not there! When would we have received your registration card? I'm
looking at a report that was run 7/26. The next round of c1 shipments will be
based on registration cards received after that.
I hope that we can straighten this out – others are waiting as well.
>>>>> I checked the names of those who have been listed as having been shipped
c1. You're not there! When would we have received your registration card?
I'm looking at a report that was run 7/26. The next round of c1 shipments will
be based on registration cards received after that. <<<<<<
Nik,
I sent mine in about July 14.
Laurence
"I sent mine in about July 14."
Laurence, could you send me all your registration info by a private email to my
account? I am concerned that by the time we unravel this, it may take too
long. This way I can tell them to send you an update (CD or Diskette?) to get
you running again. The worst thing that will happen is that we end up sending
you 2. <g>
>> I think you registration people are kinda behind in the processing of their
mail. <<
it's very possible. i'll call Adesk this Monday and let you know what i know.
-dave
Hmmm…. actually it is consolation. Misery loves company. Oh well..
"I purchased Animator Studio and received it on 6/7/95. Within two days, I
mailed in my registration card and several days later, I registered by phone,
simply because I am paranoid about such things."
I finally got a copy of the database of registered customers. Your name is not
on it. I have a feeling that we have a problem with the database since you are
not the only person who seems to have had this experience.
I'm very sorry. I'll see what I can do to rectify this.
Nik
Hi Nik,
I registered by phone right after I bought it in June. I Faxed registration
card to the number you gave in your e-mail the same day I got the message
rgearding the upgrade. Could you also please check my name to see if I am on
the list?
Thanks.
Mike LIU
"I registered by phone right after I bought it in June"
Thanks for checking on this Mike – no, you were not on the list, alas.
Do you mind sending me your Address, phone, serial number on a private email to
my account? It'll help make sure you get your update in a timely fashion in
case it takes us a whlie to retrieve your original registration info.
I'm sorry this has happened.