Home News Reviews Forums Shop

Nero Support?

Nero Burning ROM, Nero Express, NeroVision Express, Recode, InCD, etc..

Nero Support?

Postby skhyatt on Tue Jan 20, 2004 9:02 pm

Does Nero actually have anyone behind the scenes giving support? I am beginning to wonder. I have sent three emails regarding my issue with InCD4 without any reply. I have even sent emails to their sales department and USA sales department without any reply. Don't they have a customer service department?? And of course don't try to call unless you want to pay $1.29/minute. No introductory support period? Am I the only one who thinks this is wrong? Please excuse my attitude, but I am frustrated.

User avatar
Buffer Underrun
Posts: 40
Joined: Thu Jan 15, 2004 4:45 pm
Location: California

Postby dodecahedron on Tue Jan 20, 2004 10:58 pm

One Ring to rule them all, One Ring to find them,
One Ring to bring them all and in the darkness bind them
In the land of Mordor, where the Shadows lie
M.C. Escher - Reptilien
User avatar
DVD Polygon
Posts: 6865
Joined: Sat Mar 09, 2002 12:04 am
Location: Israel

Postby CCampbell on Wed Jan 21, 2004 3:48 pm

We do provide unlimited free Email support. As for phone support, we do charge the $1.29 a minute per call. And since we do provide unlimited free EMail support, we believe this offsets the fact that we do not provide a free introductory support period. (I know many will not agree with that :) )

But we based this decision on the type of calls we have recieved in the past 2 years, when we did offer free phone and Email support. As well as research we did on what our competitors were offering.

In our findings on the past 2 years of free phone support 70% of our calls had to do with:

1) Teaching the customer how to use our software, or their computer
2) Debugging the customers computer. (Normally caused by other Recording software, other programs in general, or user error when installing or uninstalling programs in general)
3) Help with other Recording software (Since we offered free support, we would get calls from customers with our competitors software. They would not even have Nero installed or purchased. And yet we still assisted them.)
4) Resolving problems not related to CD Recording. The customer would have a symptom that did not appear till they installed our Nero software, or so they said. So we would have to prove to them that the problem was not with our software. We did this by uninstalling our software, cleaning their system, and then showing them they still had this issue. But then they would like to know our opinion as to what we think could be causing the problem. And since we had helped them in this area, they would call back a week later if they had other issues, even when not related to our software.

And the list goes on...

Since only 30% of our calls were actually related to support issues with our software, we had to change our policy of offering free phone support.

If we could somehow prevent those 70% of unrelated calls, we would be more than happy to offer free phone support again. But that is near impossible.

As of today, our EMail response time is 4 working days. Our average response time is 3 working days, but it does fluctuate between 2 to 6 working days. The holidays, especially Xmas and New Years, tend to put us behind as it did this year. But this time we did not exceed 6 working days, and we are quickly catching up. Within another week, we should be back to 2 to 3 working day response time on our Emails.


CD-RW Player
Posts: 966
Joined: Tue Jan 29, 2002 9:27 pm
Location: Glendale, CA

Postby skhyatt on Wed Jan 21, 2004 4:03 pm


Thank you for the reply. Hopefully this InCd issue can be resolved soon. Thanks again. I don't think most companies would take the time to explain their reasoning for their support policy.

User avatar
Buffer Underrun
Posts: 40
Joined: Thu Jan 15, 2004 4:45 pm
Location: California

Return to Nero (Formerly Ahead Software)

Who is online

Users browsing this forum: No registered users and 1 guest

All Content is Copyright (c) 2001-2016 CDRLabs Inc.