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Magix Movie Edit 14 / Company failed to provide technical support for software reinstallation, even with a valid serial and order number

1 MI, United States Review updated:

I purchased a copy of Magix Movie Edit 14 on January 24, 2009. After I installed the program, I had a hard disk failure and needed to reinstall the program. The program would not reinstall properly, so I contacted tech support. At first, they we reasonable. Even though they sent the obligatory FAQ content, when I went back to them and told them it didn't work, they requested that I send screen dumps (which I did). Then not a word. It's now late March and I can't even get them to acknowledge my help desk ticket number. Email thread appears below (personal information replaced with XXXXX)

It's truly unfortunate that Magix customer support people could not assist in a finding a solution to this problem in a reasonable time period. They offer software with a lot of features that, unfortunately, appears to be underdeveloped and not ready for the market.

From: XXXXXXXXX
To: support@magix.net
Sent: Wednesday, March 18, 2009 8:58:52 PM
Subject: [Ticket#: [protected]] MAGIX_p, 15454, MEP11, us

I have been trying to get someone to answer my help desk request since March 6th. If you don't have a solution to this problem, can you just refund the cost of the software so I can buy the new version of Pinnacle instead? I bought this Magix software and I'm totally unable to use it. You asked for screen dumps and I sent them. Now, I can't even get anyone to answer emails.

----- Forwarded Message ----
From: XXXXXXXX
To: MAGIX Support <support@magix.net>
Sent: Wednesday, March 11, 2009 12:59:10 PM
Subject: Re: [Ticket#: [protected]] MAGIX_p, 15454, MEP11, us

Per your request, I have attached screen dumps.

1. When I try to reinstall the "download" version of of Movie Edit Pro 14

As I explained below, the coding behind the serial number entry window (see file "MagixProblem.jpg") automatically inserts a hyphen after the letter "S". This makes the data field exactly one character too short. Movie Edit Pro will not allow me to enter the last digit of my serial number. The result is shown in the attached file "MagixProblem2.jpg".

2. When I reinstall the "trial" version of Movie Edit Pro 14 from the beginning and try to revalidate.

In this case, the program will accept my serial number, and also generates a User Code. However, it apparently then tries to authenticate with one of your servers (see attachment MagixProblem3.jpg). When it does that, the program reports that "Connection to server failed. Check your internet connection." Yet clearly, as you can see in the background my browser is open and I am successfully connected to Yahoo on the Internet. There is no problem with my Internet connection.

I really need to be using this program and right now I cannot use it. Any help you can provide would be greatly appreciated.

Best Regards,

XXXXXXX

From: MAGIX Support <support@magix.net>
To: XXXXXXXXX>
Sent: Monday, March 9, 2009 11:41:11 AM
Subject: Re: [Ticket#: [protected]] MAGIX_p, 15454, MEP11, us

Dear XXXXXXX,

Thank you for your message.

You've purchased Movie Edit Pro 14 from us. One thing to keep in mind, is to make
sure that you have the trial version of Movie Edit Pro 14 (as opposed to Movie
Edit Pro 14 Plus). Perhaps if you send a screen shot of the program rejecting your
serial number, we could try to verify what the problem might be and resolve this
with you. Thanks.

SENDING A SCREEN-SHOT

1. Press the "Print" or "Print Screen" button on the keyboard. You can also use
the Alt key and "Print" to just copy the active program window.

2. Your selected screen-shot has now been copied to the clipboard.

3. Open the "Paint" program from the list of programs in the "Accessories" menu
(this program is included as part of Windows).

4. Paste the screen-shot into "Paint" using the program menu or Ctrl+V.

5. The picture should appear on your screen.

6. You can now save it to your hard-drive (a good compact format to use for this
purpose is JPEG).

7. Now you can attach the picture to an e-mail and send it.


--
Best regards,
Danny XXXX

MAGIX Development GmbH
Danny Husk
Support Manager
Postfach 200914
01194 Dresden
Germany

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Comments

  • An
      29th of Sep, 2009
    0 Votes

    Magix is cheating on you, they sent you a fake automated script!
    No human will replay to your problem!

  • De
      20th of May, 2010
    0 Votes

    I bought MAGIS anD THIS IS THE WORST NIGHTMARE. Those people proved to be 100% crook. My rebate check bounced and I was never repaid even for my bank charge. The Program stopped working and I called the number provided. The rep promised to fix it.
    STILL NOT WORKING.. WHY WILL PEOPLR CONTINUT TO BUY MSGIX ... NO NEED TO DO SO. I WILL FIND ANOTHER PROGRAM TO DO THE WORK FOR ME AND YOU CAN ALSO.
    MAGIX IS THE BIGGERST CROOK AROUND. I HSTILL HAVE THE BOUNCE CHECK AND STILL CANT USE THE SOFTWARE.
    DAVE
    RICHMOND HILL NY

  • De
      20th of May, 2010
    0 Votes

    I WILL NOT RECOMMEND Magix to aynone uven though it is free.
    Proved to be a bunch of crooks after a dishonored rebate check... and the software stop working.

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