EDIUS... What is up w/ tech support???

Jason Ramsey

Jason Ramsey

Admin
Ok... So I just called Canopus tech support to ask a question about Broadcast 4 concerning some system requirements and the possibility of using a laptop. Here is what he said

"Broadcast 4 does not support dvcpro HD... only dvcpro 50.... We know for a fact... we have tested it... the codec is not supported"

What the hell???
uhhmmm.... what..... Is this the level of knowledge that canopus tech support has??? That is not encouraging AT ALL. Needless to say, I didn't even bother getting any advice with my question.

Here everyone is shouting up and down about the fact that EDIUS is the ONLY nle that supports all of the formats of the hvx200 natively and in real-time and someone from their tech support is telling me "for a fact" that it does not????

I think I might just call back to see what another tech support guy might tell me.

good god

Jason
 
I called back. There's only 2 tech support people. I got the same one. It took some convincing, but he finally said hold on..... checked I guess.... and realized, oh yeah, it does support dvcpro hd.

I will still be buying Edius.... but I will stick to dvxuser for tech support.

Jason



***NOTE: I do want to add that my initial reaction was to be quite shocked by this. But to be fair, it could have been an honest mistake. I think he was mixing it up with xdcam hd support.
There are only 2 of them after all.
But I don't feel I should have to make excuses for Canopus either. And I don't feel there is an excuse for this, but after reflecting I just wanted to add the above. Maybe the guy was just confused momentarily or something ***
 
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You are Freaking Me Out.
I sure as hell hope I didn't make a mistake taking the plunge with this software.
A 2 person tech support team means they should both be super well-informed. It is only as companies get bigger that they can afford to have less well-informed people who check with their seniors when in doubt.

Oh well, I spent the money so I'm just going to cross my fingers.

M.
 
I don't think that will be a problem too much longer man. I hear that their tech support and all will soon be integrating with thompson grass valley. That should help a LOT. Besides, there is great tech support here :)

Jason
 
I have been using Edius since V2.1 and have to confirm that tech support is weak. The intergration with GrassValley may be good for the cashflow, even the tech support cashflow. But GrassValley is not exprienced in end-user tech support. They are famous for high-end high-tech equipment and have even lost market share in that area over the last few years.

After updating to V4xx I would now recommend anyone to go for Mac & FinalCut. It costs a lot more, I know, but consider what's included in FinalCut and what you have to buy in addition to Edius (that depends on your requirements).

My greates misgivings about Edius:

- anythings else than simple cuts and dissolves are cumbersome to excercise
- sound work cumpersome
- simple compositing cumbersome. complex compositing impossible
- anythings else than simple cuts and dissolves are not optimised for multithreading
- tech support is weak to non-existing
- frequent crashes
- imaginate has to be bought seperately - equivalent is included in AVID free DVD and/of FinalCut
- importet/captured clips are give a sequntial number as file name on the hard disk. renaming the clip in the bin, does NOT rename the file. tha mwans you have to rename both manually.
- renaming a source clip in the bin does not rename all instaces of that clip on the timeline. that is bad as soon as you want to expport a meaningful EDL


Don't buy Edius!

AnD
 
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Well, I have been using it for a whole 2 days now, with the p2 workflow, and I am loving it for that. I have not encountered a single problem yet. The p2 workflow is worth the price of admission alone to me. I had never worked with p2 anything before. I stick my p2 card in the comp, do a direct import (which takes about 5 seconds tops for 6 gigs worth of footage, and start editing off of the card immediately in real time, and with my preview window blown up full screen on a 22" widescreen lcd display.
Yes Edius, is not the most robust NLE out there, but it is super powerful, and I love it for that alone. I have not done much more than basic transitions and simple color correction, but have found it to be trouble free and simple once you start to figure out the interface.
Yes, from my one experience with one of the 2 tech support people, they suck, but that's what dvxuser is for. Rarely ever have I called tech support for anything, and usually (whether it is a humung-oid company or not) that tech support is more waiting and than anything else, with lots of suggestions as the tech support rep goes through their canned list ,and often times useless/ So there isn't much difference there.
Anyways, I am editing on a dual core laptop with dual displays and eSATA drives for editing and have had nothing but real-time full frame playback of anything I have done. 3-4 tracks of dvcpro 720pn on the timeline is like slicing butter with a hot knife.
Jason

*So my 2 cents from my limited use of EDIUS so far, is: if you want great p2 workflow in a powerful, real-time editor, EDIUS is the only way to go. Everything else is secondary to that in my humble opinion.
 
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