Ahead and aftersales support

vbimport

#1

A final post for now, until things are sorted out.

This is an important thread which contains feedback from ahead regarding Nero 6.

Dear Sir,

I am not at all happy that I purchased the full retail boxed version of Nero 5.5 in 2001 to find that only customers who bought after March 2003 are eligible for a free upgrade. A lot of people pirate your software and use keygens etc and when a person such as myself who buys the full Retail version with a legit key you more or less throw it back in my face with regards to the new Nero 6. I am one of very few that paid for the software
and helps support your company. I am simply not happy putting it in a polite manner and I am very disgusted over this whole affair.

Purchase date 27/09/2001 Invoice no 1543003 Price on invoice $78 inc shipping. I would like to know who you are going to rectify this matter with me on an amicable basis. I chose to purchase the software when I could have obtained a pirate copy, but I declined. I am an honest person, and I get the impression that honesty doesnt pay.

Regards

Ahead Reply after a few days.

Dear valued Customer,

Thank you for your email.

To upgrade to Nero 6 we have the download version for $49.99 or if you prefer a box upgrade will cost $89.99 from our nero web site.

If you have any further questions please do not hestitate to contact us.

best regards
Ismael
US Ahead Support Team


Office hours: Monday to Friday 9:00 am to 5:00 pm PST

Ahead Software Inc.
Glendale, CA 91203
FAX: (818) 956 7094

We highly value your opinion. Please click the link below to enter our Customer Satisfaction voting page:

X-Vote: http://213.144.20.201/CrmQm/Customer.php?f_sData=YT0xJm09NzIxNTgmdT0zNiZsPTI

My Reply

Considering once again that I bought the retail boxed version of Nero 5.5 and helped too support your company rather than using a pirate copy, I have to say I am not at all happy that you want me to purchase Nero 6.0. I find this a very bad approach to a valued customer as you put it politely. I find the aftersales sn un-acceptable approach I don’t think I will bother with your company again, you most certainly have a very bad aftersales support.

I will stick with my nero 5.5 retail boxed version with a valid key. I am going to put this infomation on all the cd forums I am a member of, just to let other people know before they make a big mistake by purchasing your software, only to find months down the line you no longer offer support.

Regards from a former customer


#2

add to that that Nero is for the most part sold with new burners, which is a very secure cash flow for Ahead. Boxed versions aren’t even the largest part of their income. I also have Nero 5.5 and i’m not very happy that i cant upgrade to version 6, especially after ahead stopped giving updates :frowning: :a


#3

I thought Nero was freeware – you have to purchase it?? :smiley:


#4

its a new version entirely, rather than an upgrade…


#5

I bought a Volkswagen Golf IV in 2001 and later this year Version V is coming out…and I am upset that I have to pay for it, rather than I can trade it in for free…

It actually surprises me that you place yourself in the same position with someone who has just bought the product and found out that a new version is about to be released. Had you bought Nero late February of this year, I can imagine the frustration, but then still, it is a nice policy of Ahead to go back to March of this year, when the new version is released at the end of July…

Second, to compare yourself with all those who use the software illegally isn’t a fair comparison. It would be like saying to a cop when he pulls you over because you were speeding 20 km/h that you always play by the rules and all those who have radar detectors (being illegal in some countries) never get caught, so you shouldn’t either…

It is a nice try, but a lost battle before it even started…if you ask me


#6

Personally I think they should give it free to all those who still have their 1 year of updates unused.


#7

:frowning:
Then hear my story:
I submit my official reply to their respond:

Dear Sir,
Being a loyal customer for years and having trust in your company I was convinced by your email and bought nero6 in advance. Today 26-07-2003 I found out that I was cheated by your company because I have done the math!!! Nero 5.5 serial number 49$ Nero DVD plug-in 25$ Nero AAC plug-in 15$
Total: 89$
You never mentioned anywhere that the product I have bought was different from the advertised and I have to pay for the plug-ins which were advertised as free! So I paid (in advance!!) and I have to pay in the future for the downloaded version which is supposed to be a burgeon more than the retail package. Which also offers a decent CD a printed manual a label applicator and a set of labels. Not to mention the hours I have lost waiting for your program to be launched for two weeks, and the Internet time I have paid also.
And the last drop, I don’t even have the serial I have been promised to use the program. All that in my country is considered fraud and I hope it is in yours too because I intend to make a Law suit to your company for that fraud. I have already start posting in all newsgroups I now to find people they have been cheated too like I was to proceed accordingly. For the moment I am waiting for an official respond from you to explain me how on earth have I made savings as you advertised.

Sincerely yours
Thomas Kamvoussioras

-----Original Message-----
From: techsupport@nero.com [mailto:techsupport@nero.com]
Sent: Thursday, July 24, 2003 1:41 PM
To: Thomas Kamvoussioras
Subject: Re: Nero 6

Hello Mr. Kamvoussioras,

thanks for your email.

The release of the downloadable version of Nero 6 has been delayed by one week so we can bring you even more features than originally planned. Features that were originally slated for future versions have now been brought forward in time to add even more value to this already impressive suite. Stay tuned for the new web release now scheduled for July 25th. Most definitely included will be “Special Project” Nero Recode. We thank you for your understanding! But we do have a special offer for our customers during this week: Buy Nero 5.5. now in the webshop and save!
Purchase a download of Nero 5.5. now and save! You will be automatically receiving a Nero 6 serial no. free of charge shortly! Do the math , you’ll see your savings!

Should you have any other request, please don’t hesitate to contact us again.

Best regards

Nicole Seifert
Sales

Ahead Software AG
Im Stoeckmaedle 18
76307 Karlsbad
Germany
Fax : ++49 (0)7248 911 888


We highly value your opinion. Please click the link below to enter our Customer Satisfaction voting page:
X-Vote: http://213.144.20.201/CrmQm/Customer.php?f_sData=YT0xJm09NzQ2OTMmdT0xNiZsPTI

-----Original Message-----
From: Thomas Kamvoussioras
Sent: Saturday, 19.July 2003 07:27:52
:a


#8

Although I sympathise with your position, I always resent people ‘threatening’ with words as “fraud” etc.

I can understand that you are not satisfied, but my experience is that you catch more flies with honey than with vinegar.

Having said that, I hope you and Ahead can sort things out to both satisfaction.


#9

What do you mean threatening with words like fraud?
I am talking with facts.
First: open a dictionary to the word fraud.

Second: Read this
What´s new and improved in Nero 6 and which applications will be included?

Nero StartSmart
StartSmart is the project launcher that makes it easy to navigate this powerful software. All the tools you need are organized together and available with the click of a mouse. StartSmart has every coll effect and editing tool you will ever need to take your projects to the next level.

Nero Burning ROM 6
While maintaining the same feel as earlier versions of Nero Burning ROM, version 6 takes the program to the next level. More than just a face lift, the sleek new look covers our most powerful and reliable burning engine yet.

Nero Express 6
The fastest way to perfect results. Whether you are a beginner or an expert, Nero Express guides you quickly and easily through your projects.

NeroVision Express 2
With the new advanced video authoring of Nero Vision Express 2, you can capture video, or use existing video files, then edit, add effects and transitions, create your menus and titles, layer the whole thing over your favorite music, then burn to DVD and VCD and SVCD. You can also use Nero Vision Express 2 to create great looking slide shows in a snap

Nero Wave Editor 2
Nero Wave Editor is a program for editing and recording audio files. The various filters and effects allow you to create perfect audio files quickly and easily. Then burn your edited audio tracks using Nero Burning ROM, Nero Express or NeroMIX.

Nero SoundTrax
Nero SoundTrax is a professional program for the production of audio CDs. As well as putting together a compilation of audio files for a CD just like a DJ, you can also mix, edit, and cross-fade the files. Nero SoundTrax also has wizards that make it easy to transfer your records or tapes to CD.
Its just like having your own virtual multitrack studio.

Nero Cover Designer
Nero Cover Designer is a user friendly program for creating and designing individual covers and labels. It allows you to use your own ideas to create CD covers, booklets and much more. You can give every disc an individual look, or simply download the original cover. To get you started, Nero 6 Ultra Edition also contains a label applicator and labels from NEATO.

Nero Media Player
With the Nero Media Player you can handle all kinds of audio files, e.g. MP3, WAV or AAC and playback Audio-CDs. In addition you can stream internet radio and create variable playlists.

Nero ShowTime
With Nero ShowTime, you can play back all your digital content (e.g. movies, TV programs, home videos, DVD video) with excellent picture and sound quality. You can even playback all MPEG-4 compatible formats! Turn your computer into a theatre, its Showtime.

Nero ToolKit
The Nero TookKit contains the following programs: Nero CD-DVD Speed, Nero DriveSpeed and Nero InfoTool. Nero CD-DVD Speed is a program that tests the speed of the available CD/DVD drives. Nero DriveSpeed allows you to set the read speed of discs, which noticeably lowers noise level, or to optimize the spin up or spin down times of your drives. Nero InfoTool provides you with information about the most important features of installed drives, inserted discs, installed software and much more.

InCD 4
InCD is a packet writing program, which formats rewritable discs so they can be used like large floppy disks. You can copy files onto the disc using Drag&Drop in Microsoft Explorer or save them to the disc from other applications.

EasyWrite Reader 4
EasyWrite Reader is a program that allows you to read discs written in MRW format on systems that do not support MRW.

Nero ImageDrive
Ever wish that you could see whats inside a disc image?
Nero ImageDrive sets up a virtual CD-ROM drive, which looks like a real drive to your PC and behaves in just the same way, i.e. it allows you to open and view files and programs that are located on this virtual drive (image).

Nero BackItUp
Nero BackItUp is a full featured stand-alone application and now fully integrated for easy use! Throw your data a lifeline. Back it up using this simple yet powerful set of tools and technologies. Rest easy and let backItUp do the work for you.

MPEG-2/DVD Plug-in
Combined with NeroVision Express 2, the MPEG-2/DVD Plug-in allows the encoding of video files in DVD/SVCD format. And the encoding of SVCD in Nero Burning ROM. Just burn the disc then play them back on any DVD player.

HE-AAC Plug-in
The HE-AAC Plug-in allows you to encode and playback audio files in MP4 format, the future of internet audio. High Efficiency Advanced Audio Coding (HE-AAC) is the very latest audio compression technology; its main advantage over earlier formats is its revolutionary high-speed compression and its incomparable sound quality. The HE-AAC Plug-in offers unlimited multiple real time encoding, variable bit rates, multi-channel functionality and direct MPEG-4 ripping, burning, playback and editing.

Back to top

I already own a previous version of Nero, how can I upgrade to Nero 6?

To get an upgrade version to Nero 6 just go to our webshop on the 25th of July.

$39,99 Nero 6 Upgrade Download version

Third: Read this
But we do have a special offer for our customers during this week: Buy Nero 5.5. now in the webshop and save!
Purchase a download of Nero 5.5. now and save! You will be automatically receiving a Nero 6 serial no. free of charge shortly! Do the math , you’ll see your savings!

Should you have any other request, please don’t hesitate to contact us again.

Best regards

Nicole Seifert
Sales

Ahead Software AG
Im Stoeckmaedle 18
76307 Karlsbad
Germany
Fax : ++49 (0)7248 911 888

Fourth:Read this


and This:

And then tell me where am I wrong in the definition of that word.


#10

this situation is very clear to me… Microsoft office 97 till Xp are all one and the same. Nero 5.5 and nero 6 are also (more or less) the same. The difference is that Microsoft still gives support (and updates) for office 2000 which came with my pc, Ahead does not. Wouldnt it be fair to make to update everything whats in version 5.5 to version 6.0 and make the rest unavailable for these users (like the video editing program). For that they need to buy de FULL Nero 6.0. How do you people think of it?

greetz


#11

I’ve seen software companies with less support than the Ahead people and i can imagine why Ahead would more or less stop supporting old versions and encouraging people to new versions.

However , i think we’re all adults here and that people can solve these matters in a normal way of fashion.

I have no clue if using CdFreaks as an intermediate is such a good idea in this matter. I would rather phone , fax and email the company till i get a NON-standard reply back. THAT is called support , people ! Not some fancy-smanchy automated reply.


#12

Originally posted by Da_Taxman
[B]I bought a Volkswagen Golf IV in 2001 and later this year Version V is coming out…and I am upset that I have to pay for it, rather than I can trade it in for free…

It actually surprises me that you place yourself in the same position with someone who has just bought the product and found out that a new version is about to be released. Had you bought Nero late February of this year, I can imagine the frustration, but then still, it is a nice policy of Ahead to go back to March of this year, when the new version is released at the end of July…

It is a nice try, but a lost battle before it even started…if you ask me [/B]

I TOTALLY AGREE with that!! Why should Ahead, or ANYONE for that matter, give you a FREE “upgrade” when it has been over 2 YEARS since you bought the previous version! That does not make any sense to me. :slight_smile: :confused:


#13

I received an e-mail from them saying I was eligble for an upgrade and now I am not. 5.5 works fine for me anyway. :wink:

Greetz The Diplomat:D


#14

Beter and beter!!!
Today I received finally the serial I have been promised.
And guess what. My version became a Nero OEM version!!!
That means that the antivirus plugin has desapeard!!!
So I have till now paid to the company:
1.Nero 3 retail Box
2.Nero 4 retail Box
3.Nero 5.5 retail Box
4.Nero 5.5 Plextor version (bundled with my recorder)
5.Nero 5.5 Lite-ON version (bundled with my recorder)
6.Nero 5.5 Serial number Upgrade (from Nero3 to be entitled for a free upgrade to Nero6). So I thought!!!
7.Nero AAC plugin for Nero5.5
8.Nero DVD plugin for Nero5.5
9.Nero MP3PRO plugin for Nero5.5
10.NeroMIX 1.3

And what do I have now?
Nero 6 OEM (without the AAC,DVD,and antivirus Plugins)
The version I will receive with my new recorder for Free!!!
Nice job Ahed. Great upgrade policy!!!

You should really try to write a bussines manual for “how to loose your customers with a great product”
:frowning:


#15

Originally posted by intercept
[B]I received an e-mail from them saying I was eligble for an upgrade and now I am not. 5.5 works fine for me anyway. :wink:

Greetz The Diplomat:D [/B]

All I can say is your a wanker. You whinge to them about not being able to get the upgrade then they give it to you and you say your not gonna get it. No wonder they reply to people with auto responses. It’s people like you that fuck it up for everyone.


#16

Do be aware BEFORE purchasing Nero 6 Ultra Edition, that Ahead Software does NOT offer ANY free support other than by email which they state will take 3 to 8 days for a reply…l… see my experience for the details.


#17

Guys, sorry for bumping this thread up after 5 days…believe me, i wish i had of seen it before.

@ Intercept: After the correspondence you had with Nero, i wouldnt be suprised if 2 guys in trench coats that look like they belong on the set of The Sopranos knock on your door and teach you a lesson or two.

As Taxman suggested, you attract more flies with honey, not pissing and moaning like my Girl Friend, only to get what you want then say “im happy with what i have, dont bother”.

I’d be too embarrased to post that shit on here.

Regards


#18

Nero 6, admittedly, does offer some improvements. After two years of using Ahead’s software, what’s in it for the developers to improve the product if no one pays? (They have to eat, too, though at the moment I don’t have the slightest idea why.)

Does buying Office 2000 entitle you to a free upgrade to Office XP? No, only fixes to Microsoft’s buggy code. And you’re damned lucky to get those – and only by the grace and pleasure of Mr. Gates.

If you’re happy with 5.5, stick with it. No one says you have to have the latest version or that you should get it free. If everything’s working, keep using it, save your sanity and don’t get a nose bleed.

Cheers,

John


#19

Office xp has more bugs than office 2000. Likewise, windows xp has more bugs than 2000. It is normal for new software (i mean, major upgrades) to have more bugs than old software.


#20

15 August 2003 07:49
techsupport@nero.com

Subject Not a very happy customer


I bought the full retail boxed version of Nero 5.5. I am running the latest update being 5.5.10.42 and when I try and create an audio cd it says wave editor trial expired?? I dont even remember ever installing wave editor. I thought it was caused by your latest version of WMA as I never had that problem before, and also it seems you have dropped support for Nero 5.5 forcing people like me to go out and buy Nero 6! Too be perfectly honest I didn’t expect this kind of treatment as a customer, and I am not happy with the support now. All companies say they will still support older versions of their software and as usual they don’t and it stands true too this very day. Maybe you can learn a lesson here, as I most certainly have.


My official S/N was the cause behind the wave editor and many other problems.

As a result of no feeback or help I am using an enterprise key, which has fully activated my retail boxed version so I can use it!!

The Diplomat:D

It was nice of them too kill my serial no, my mate has the same problem and he wasn’t happy. They are both retail boxed versions, not bundled with cdwriters as is the norm these days etc.

B.T.W if I set my pc clock back a month everything works with my own valid s/n put it back and it expires.

Even Sony gave me a 3 year new for old warranty on my G420 19" monitor, thats what I call good service. Basically if it dies in the last week of the warranty I will get a brand new monitor and a further 3 year warranty on that.