HAS ANYONE SEEN NERO TECH SUPPORT?

[jamesfrmphilly]

i get no response from Ahead tech support.
they don't seen to be able to reply to e-mails anymore.
i don't have a phone number for them.

they once had good support but now it seems to be non existant.

[dodecahedron]

i get no response from Ahead tech support.
they don't seen to be able to reply to e-mails anymore.

join the crowd.

why "anymore" ? have they ever replied to emails?

they once had good support but now it seems to be non existant.

when was that???
nonexistant - that's right!

a guy of theirs, CCampbell if i'm not mistaken, sometimes comes here to the ahead forum and answers questions. if you're lucky he might answer yours.

[Kadrien]

I heard from them on a problem I was having. They told me to buy a retail copy of Nero because my OEM wouldn't work.
I don't effing think so.

[Kennyshin]

I got a kind reply from Nero support people a few months ago and that was the last time I emailed to Nero.

[dodecahedron]

yes, i sent them an email once about problems i was having with InCD (Blue Screening my XP box). this was half a year ago.

got a reply a week and a half later, asking for Nero logs (despite the fact that my problems were with InCD). presumably to provide info on the system, to help them diagnoze the problem. and it's not like i didn't sent any info on the system in the first letter.

sent a reply with Nero logs + output from CDSpeed and InfoTool and Plextor PlexTools added in for good measure. now they know all there is to know about my rig.

guess what, never heard from them again.

this was the support guy:
Darrick
Tech Support
Ahead Software, Inc.
techsupport@nero.com


yeah, Ahead, are you hearing this ? CCampbell ? Mr. Eberlein ? where are you ????????

--------------------------------

here's links to a few threads in which the issue of ahead support has surfaced.
Problem with long file names on data CDs with Nero
InCD problem
InCD Illegal Request (this is from CDR-Info)
Incompatibility problem between Nero and Sony laptop docking
In CD 3.51.61, Can't copy Files or Folders, CD is Read only.
"analizing the file" kills DAE for Nero and Nero E
Multimounter/multisession problems with Nero 6.

EDIT: added anothre topic to the list above.

[jamesfrmphilly]

i prefer Nero to Easy CD but Rozio has tech support and Ahead does not.
i've put Easy Cd on my system and i'll have to start using it solely because they have support!

[CCampbell]

Hello Everyone,

Yes, we have had and currently have a response time problem with our Email support. This is being addressed, just not as quickly as we would like. By the first of the new year, we will be back to the 3 to 4 day response time. We are currently at an 8 day response time, and have been as far back as 12 day response time recently due to various problems.

We only opened a US Office this past year, and we have been doing our best to bring our New Tech Support Reps up to speed.

We are implementing a new Email and Phone distribution and tracking system, and expect this to improve our response times and distribution of knowledge.

We expect our OEM's to provide First Tier Support, and any issues they are not able to resolve would then be passed on our way. Our Retail Software bundles come with Email and Phone support information.

All OEM bundles would go through the OEM and then be forwarded on to our Tech Team.

And to provide support to everyone, including those who have not yet purchased our software, we provide our Email Tech Support address on our website.

We have the infrastructure finally, now we only need to fine tune our new systems and do some overtime to catch up on Emails. Give us till the end of January and you will see a much different performance from our World wide offices. Not simply our US office.

I do aplologize for the poor experiences many have had with our support staff recently, but I assure you it is being addressed, and will soon be an issue of the past.

PS. We do not charge for our support, for any reasons.

Sincerely Yours,

Craig Campbell
Ahead Software Inc

[KCK]

In plain words, don't expect any tech support for OEM versions of Nero and InCD, at least for OEM-s such as Lite-On.

This resembles MS's OEM Windows strategy; it will be interesting to see if it works for Ahead.

Ahead should start by updating the FAQs and Help files on their website. The Helptool files are from Dec. 29, 1999!

If it takes 8-12 days to get a canned answer by email, why aren't these canned answers posted on Ahead's website?

[jamesfrmphilly]

i don't have a problem with the new policy.
i do have a problem with the fact that they didn't TELL us what their policy was!

[jamesfrmphilly]

if they would update the help so that it matches the latest software we could help ourselves.
they should do this first, it would cut down the volume of e-mail!

[CCampbell]

Just to be clear.

We do offer support for any OEM. We expect them to go through the OEM first, as this is the phone number and Email that is on the Manual that comes with the Nero and Recorder.

We do not force this. If you by pass the OEM and contact us directly we will still assist. We will not redirect you to the OEM.

And we have not changed our policy. It has always been this way. Though we have not had this full documented anywhere on our website. But we will soon.

And we are putting all our efforts in updating our website. But we have many languages to cover. If it was only English, this would be a lot quicker.


Again, give us till January to see a marked difference in our website and response time. But the web site will take more time than just till Jan 1st to get it fully up to date.

Regards,

Craig

[KCK]

Thank you for clarifying that OEM users will not be redirected to their OEMs.

FYI, as an OEM user, I sent a message on Aug. 30 to techsupport@ahead.de, which appeared to be the only email address available on Ahead's website at that time. I have not received any reply so far. Perhaps somebody is still translating my message into Chineese before sending it to Lite-On, my OEM.

[CCampbell]

For English Emails, you should send them to retailsupport@nero.com. You can also use my Email wich is Techsupport4@nero.com and I will assist you, when I am not on the road.

We do have this posted on our web site now. This and other Email address for various contacts such a sales, etc.

You can also use techsupport5@nero.com; techsupport6@nero.com and techsupport7@nero.com

These are all coverd by our US office, so we can only handle English.

As for the Email you sent in August, we are not that far behind. But we did have issues with our Email surver some time back around that time. We did recover most of the Emails, but we do know that some were lost. How much we are not sure. We now have a backup Email server, which we should have had to begin with, so we expect it will not occur again. But with computers never say never.

techsupport@ahead.de or techsupport@nero.com should be used for German, Spanish, or French. You can send Chinese to here as well, but it would be forwarded to our office in China where we have Techsupport set up.

Regards,

Craig

[KCK]

Thanks for the various addresses; fortunately, I don't need them right now. BTW, your website mentions "english" for techsupport@nero.com, and retail-support@nero.com instead of retailsupport@nero.com.

[CCampbell]

Yes, I am trying to get them to change that ASAP. But soon our new Email CRM system will be up, and it will not matter which Email address you send it too, as it will forward it to the proper party who can respond to your issues.

This will be up some time in the begining of the new year.

And for the Chinese Language, you can send your Emails too Chinese_techsupport@nero.com

PS. This will be my last post till Jan 1st. I'm off to Germany to address a few issues and take my Vaction. I wish everyone a Merry Xmas and Happy New Year!!

Regards,

Craig

[cfitz]

PS. This will be my last post till Jan 1st. I'm off to Germany to address a few issues and take my Vaction. I wish everyone a Merry Xmas and Happy New Year!!

The same to you also! And thanks for taking the time to answer questions here. You and I have butted heads a few times, but I still respect you and appreciate your efforts.

cfitz

[europanorama]

hi friends i have now read all your messages. i am always wondering why you always want to buy the newest hard and software. why not stay with the older ones. i am now starting using w2k professional and have a new cyberdrive cw078d-burner and dvd 165H (liteon) everything is working on my p4. but: i do not download/buy everything i see. i made steps to make my data secure. made an image of windows-partition, copied it to cd(better use a second drive). instead of buying always new things it would be wiser buying a second pc, so you could shift to that if you have problems with the first.

[CCampbell]

Hi cfitz,

Thanks for the well wishes.

It was a great vacation.

And I would prefer to work with customers who I can 'but heads with' as they usually point out faults in our software we need to know, or faults in my way of thinking. Both of which are constantly in need of changing.


Regards,

Craig