Sorry for the very long absence from this and other forums. I've been so busy traveling and working on issues related to Nero 7, I had to take myself out of the loop for a while.
I'm sorry that your experence with our support team has been so 'lackluster' as it were. The Nero Tech who sent you the Email response is one that has been around since Nero 5, and is very knowledgeable. And without seeing the whole Email that you sent him, I can not say if his response was appropriate or not, though it does seem like he could have padded it more to explain why he could not provide a quick solution, and why he needed that extra information from you. If you forward that Email to me at Techsupport4@nero.com
, I can see why he responded as he did, and have it properly addressed too.
I'll have to check with our Tech Support Manager in Germany to see where we currently stand in response time to Emails. We do want to have a response time of 3 to 5 working days on our Emails, and we are bringing on more support staff to meet these goals when needed.
We have just opened a 'Customer Service Center' in the U.S to address PreSales questions, and PreInstallation questions, which is a Free call of course.
We have also made changes to our US Phone Support so that instead of hours from 8am to 5pm Pacific Standard Time, we now support Phone support from 8am to 2am Eastern Standard Time.
So we are working on our support.