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Nero tech support? There is none!

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Nero tech support? There is none!

Postby steven2874 on Tue Aug 23, 2005 12:22 pm

Absoulutely the worst and slowest support for a product I have ever received!
Here is a sample of what you can expect should you decide to spend $50 on a so called "upgrade" to Nero Ultra.
Last email which I answered promptly a WEEK ago and still have not received the courtesy of a reply:

Dear Mr. Anderson,

unfortunately we really don't know what is causing this problem.

Please export the following registry path and attach it to your next mail:

HKLM\Software\Ahead\Nero - Burning Rom\info

Very interessting are all entries which contain "serial6", like "serial6", "serial6_2"
and so on.


Best regards,

*********************************************************
Juan Garcia-Palas
Technical Support

Nero AG
Im Stoeckmaedle 18
76307 Karlsbad
Germany

Fax +49 724 892 8499
E-mail jgarcia@nero.com

NERO - BECAUSE TECHNOLOGY COUNTS
www.nero.com


*************************************************************

What a joke! Well, live and learn...
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Postby dodecahedron on Thu Sep 01, 2005 8:17 pm

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One Ring to bring them all and in the darkness bind them
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Postby steven2874 on Fri Sep 02, 2005 9:00 am

dodecahedron wrote:join the crowd

http://www.cdrlabs.com/phpBB/viewtopic.php?t=7815


I realize I'm not alone with my problems concerning NERO tech support. What really bugs me is when they cannot solve a problem they just ignore you and stop replying to emails.
My post is mainly to let others know what they can expect when purchasing NERO software. In my case a so so-call "upgrade" to NERO Ultra.
Let the buyer beware!
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Postby Tinle on Wed Sep 07, 2005 8:13 am

"Nero tech support? There is none!"

In my opinion, that title is simply too harsh for the facts.

"None" doesn't fit.

Craig Campbell has responded on this very website 673 times.
David Burg has posted here 188 times.
NERO posts monthly updates to its software.
NERO's online documentation is extensive.

I have no doubt that their tech support could improve. I know that from personal experience back during the NERO 5 era.

I intend to stick with NERO precisely because I have confidence that they will update the software regularly, because the software has done its job reliably for me, and that every question I have asked recently has been fully resolved.
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Postby aviationwiz on Wed Sep 07, 2005 11:20 am

Tinle wrote:Craig Campbell has responded on this very website 673 times.
David Burg has posted here 188 times.


I'm betting that they post here because they want to genuinely help users with the software, not because their forced to by the company. At any rate, yeah, it definetly is most appreciated that they spend some of their time on CDRLabs, and no doubt a benefit to all.
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Postby dodecahedron on Wed Sep 07, 2005 12:55 pm

Tinle wrote:Craig Campbell has responded on this very website 673 times.
David Burg has posted here 188 times.
NERO posts monthly updates to its software.
NERO's online documentation is extensive.

OK maybe "Nero Tech Support doesn't exist" is a bit too harsh. but:

Craig Campbell's and David Burg's posting on this forum doesn't qualify as proper "tech support". while we're grateful they do that, that doesn't take the place of proper tech support by email (or phone). and that virtually doesn't exist.
monthly updates - that's mainly bug fixes. as i see it, that's a given. if they didn't have that, i would not have bought their software.
and again, that doesn't replace "persona;" tech support.

online documentation - you must be joking. it sucks.
sparse, outdated, incomplete.
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
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Postby CCampbell on Fri Sep 16, 2005 7:34 pm

Hi Everyone,

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.

Hi Steven2874,

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. :)

Best Regards,

Craig
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