DV Rack support???

M

matthewd5

Veteran
hello.

i had a problem with dv rack over the weekend, i did a check for updates and there was an update so i downloaded it and installed it.

it worked for a little while and then the second time i went to run it, it quit rather abruptly.

i have tried emailing them and then finally calling them.

all i get is their voicemail and no replies to the email...

its great software and i don't think i've ever had to contact them before, it always just works, but i really need to use it now and i'm getting squat in the way of support.

just thought i would check and see if this was typical? plus i know they seem to be active on here...

matthew
 
Re: DV Rack support???

Hello Matthew,

A little bird told me of your plight and I am here to help.

I am a Serious Magician. We do have a direct support phone # 916-985-8050 x2. We are open 9am - 6pm PST and have a company policy to return all calls that our caller ID shows, regardless of message left or not. My name is Ryan thomas, and would be happy to help you out. We have no known issues with the current version of DV Rack that you are reporting, which makes me confident that it is something we could resolve quickly. Alternatively, you could email us at dvracksupport@seriousmagic.com and we will provide you with the same attentive service. As of late, the increased spam security at many location has caused many of our service email listings to be blocked by various spam filter lists, and there is no way we can know if this is the case or not.

I look forward to hearing from you and resolving your sitiuation.

Ryan
 
Re: DV Rack support???

damn it. i hate companies who don't respond until you post a public message!

i left email sunday afternoon/evening with my problem and then i called monday and left a message.

i left at least 2 voice mail messages with no reply and nobody ever answers the phone there.

the registration code isn't on the manual, it says it was on the cd sleeve and i guess i misplaced that sleeve.

but it shouldn't take so long to recover a serial number.

MOST companies have a mechanism to retrieve it by having it sent to your email address, or at the very least they answer their phone or return voicemail every day or so.

matthew
 
Re: DV Rack support???

Matthew,

Take the nice man up on his offer to call him at their new number and if you still have a problem, come back and complain.

From what you say here, I would suspect that they would want to see a bill of sale before they handed out a serial number, so you will likely have to talk to someone, this is not an email question, I think.

Take a deep breath and see if they can help.

It all works out. ;-)

Best regards,

Jan
 
Re: DV Rack support???

Matthewd5 - it will be better if you can find that sleeve with the the key on it.
I installed DVRack but waited too long to register. If this is what happened to you, they wouldn't make any connection with your email address and the key on the sleeve anyway. It is a bit of a PITA going that route, so you need to be prepared to spend a little time on the phone with the very helpful people at seriousmagic. They will call you back during their buisiness hours if you don't get through right away (and the call will be on their dime ;) )
 
Re: DV Rack support???

my point is that i emailed them a couple days in a row, figured it would be easier and cheaper for them to support the software in this way.

then i left a couple of voicemails and got no reply.

what really got me what no matter what time of the day you called there was never anybody there.

all they need to do is look in their records, i bought the software from them.

i have looked for the paper sleeve with the number on it but don't find it anywhere. i hate software that puts the number on a paper sleeve. put it on the manual or give me a sticker.

its my fault on that, i am bad about keeping serial numbers on inconsiquential things like cd sleeves because if it is a plain paper sleeve it is way too interchangeable with some other cd.

i have a box of 500 tyvex sleeves just so when i misplace a sleeve i have spares.

i just want some customer service short of having to post a message here which got lip service but still no email about my problem. i was in nyc all weekend at the graff lighting seminar and just got back.

matthew
 
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