I don't disagree John, but most people who could do that probably can sort most of their own problems with the software anyway.
The bulk of queries are from casual users, not enthusiasts. They have no idea how things work. They have a computer, and video shot from whatever and they want to put the bits together and make money from YouTube. It's all electronic, what's the difference?
Maybe there should be a test for people on how to use the internet before they are let loose on the world. 😂
Ray.
Hi Ray
. . . . Web design should be made so it's easy to find what you want. . . . .
I assume you mean the websites should be designed to make it easy to find things.
The Support pages in this forum are one of the easiest I have ever seen to find things. IMHO working through the steps could not be any clearer.
The issue is and always will be, as has been commented several times by various users above, that you will have visitors who do not, or will not, read what is in front of them, scroll down the page or follow the steps through.
It is a bit of a cliché, however big advertising has fostered the idea that answers to their problems are only a click away, with the result that if they cannot find the answer in seconds, then the system is at fault.
John EB
When you may be dealing with a broad range of users who may have different various reading skills, learning difficulties etc who use this type of software in general, the Support page can be a minefield to get to the right issue. Its like a maze. Its like being on the phone trying to speak to an advisor. "Please go through the umpteenth sub menus and many choices" all it does is add frustration. things could be simplified.
As a trainer before in my employment you would be amazed at how difficult simple tasks can be for certain users.
We now live in a world of pressing the correct number on your phones keypad.
Forum Moderator
This is just for movie edit pro
that layout looks overwhelming.
Even Moderator rraud has come up with his own simplified version to raise a ticket in support when responding to forum posts.
Forum Moderator
Why cant Magix add a "Vegas Users Forum" box in heading for example?
When I search help and google : Vegas Support Magix
Only when I look for Vegas only I get:
and always I imagin a user full of pain....
@wabu @johnebaker @RogerGunkel @PATIENT-X
I'm going to have to side with Stephen on this one.
I too would like to see a Vegas Box in the top heading.Even if it just takes anyone pressing it directly to the Vegas site. That is the first thing that catches your eye and a natural place to start a search on this site.
Not everyone gets a good education but also looking up a website on a phone is often a completely different experience to using a computer. Often the website has a different look to it to support the screen orientation.
Saying we find it easy is not the point. Others obviously are not.
Ray.
Not everyone gets a good education but also looking up a website on a phone is often a completely different experience to using a computer. Often the website has a different look to it to support the screen orientation.
Saying we find it easy is not the point. Others obviously are not.
@CubeAce I agree as I suspect phone use is part of the problem.
I often wonder why some users are so keen to have someone on the other end of the phone. Even if you have someone who speaks your language it may be in an accent you cannot understand!
Hi Eric.
I often wonder why some users are so keen to have someone on the other end of the phone. Even if you have someone who speaks your language it may be in an accent you cannot understand!
It's not just that. G5 signals are for a lot of people faster and can be less expensive than having a landline (At least in my corner of the world.) My son even links his PC to his phone and uses it as his router. Nearly all those I meet under 30 are now using their phones this way. Their life is literately on their phone.They cast to TVs when they need a larger screen.
Ray.
Hi All
I think there is a snowball effect happening here - at least with those that manage, by whatever means. to reach the MEP / VPX forum!
They obviously are encouraged to post after viewing the topic headers, of which there are 7 currently with Vegas products on page 1 not including the stickies.
Maybe we should immediately PM them informing them of the error and hide / delete the the post instead of leaving them there locked?
Peter
They obviously are encouraged to post after viewing the topic headers
I suspect many don't even notice the topic headers.
Maybe we should immediately PM them informing them of the error and hide / delete the the post instead of leaving them there locked?
Agree that that would help discourage Vegas posters. It would also reduce clutter on our board/s.
I often wonder why some users are so keen to have someone on the other end of the phone.
It's called two-communication. I have spent countless hours on website chats and trying in vain to battle through endless menus and links only to not find what I was looking for. How many of the queries on this forum could be solved in seconds by a phone call ie back and forth conversation? That just doesn't happen by keyboard communication without a huge amount of extra effort. Now that is obviously impractical because we're not paid, but what it means is that any cheaper replacement must be set up so it is easy to work. As patient X has pointed out, the Magix site is not easy.
How many of the queries on this forum could be solved in seconds by a phone call ie back and forth conversation?
That's okay if the person on the other end speaks your native language without a strong local accent. As an English speaking Englishman I find some accents very difficult especially Indian and some Asian. Some US accents are also difficult especially when people speak fast. It's sometimes easier face to face but over the phone - help! But then growing up in London I couldn't understand the English as spoken by folk from some parts of "up North" or parts of Scotland!
So if a call facility is being provided what languages would it cater for? Magix and Magix Vegas products are sold world wide. From the Vegas forum it is apparent it has many Asian users.
@RogerGunkel @Scenestealer @ericlnz @johnebaker @wabu @CubeAce @AAProds
I think in the forums there has to be a better way to communicate to support teams by introducing "Live Chat"
Within the Magix support structure and layout, it seems to be a cluttered interface for the support agents.
Whereas a Live Chat facility within the Support area gets straight to the problem and customers thrive for a proper communication channel to receive a quicker response and possible solution to their software issues.
There are Cons to Live Chat as in waiting times to speak to an agent, but it offers a more direct and visible way of communication.
Introducing a chat bot to automatically recognise wrong forum posts and place an automatic response to a link to direct them in the proper manner also frees up more time for the Moderators and Users to deal with other members software issues.
There are cost issues more so in this current pandemic which has affected how organisations now operate.
To get support from someone who can do more than read a script and can communicate in English would cost around 10,000% of the base price of their software.
Forum Moderator
. . . . How many of the queries on this forum could be solved in seconds by a phone call ie back and forth conversation? . . . .
From my experience in IT Support, the number will be somewhere in the vicinity of zero.
You only have to look at the number of times we have to ask for computer specs, Windows and program versions, MediaInfo analysis, clarification, other details, not to mention, testing the system, Windows checks etc, and waiting for the outcome of the tests, which can take a long while, to see why telephone support call is not the most productive method of resolving issues.
John EB
I agree that sometimes even on Live chat it can be time consuming finding a solution, but I generally get connected right away be it with my mobile phone, ISP or utility energy provider. I prefer this method of communication compared to choosing umpteenth menus and given choices on my phone and waiting times on phone can be astronomical.
I agree with @ericlnz on language issues, As a Scotsman I do speak clearly, it’s when you get further up north listening to someone with a strange dialect, forget it. Lol.
On the phone can be frustrating speaking to a foreign advisor with basic English, but on Live Chat I don’t experience such frustration?
As Moderator in the media section I get by speaking to German, French and Italian members etc using google translator. It works but sometimes it takes a second attempt to get the message across and some foreign members can also speak English.
The few replies received so far seem to indicate that the users are wilfully ignoring Vegas buttons on the Magix.com site, and probably clicking on Support or scrolling to the bottom and clicking on Magix Community, or something like that. The replies are mostly vague. See my list on page 2 at 7:06 AM. Looking at the Magix.com site, if you click on anything Vegas, you are immediately taken to the Vegas site for purchasing and there are no links anywhere there to Magix.info. If you don't ever click on Vegas, but stay in Magix.com and scroll to the bottom of the main page, you'll see this:
There is no "Vegas Community," just "Vegas." The users seem to prefer clicking on "Magix Community."
If you don't go to the Vegas site, but instead click on Support at the top of the site, you get this:
Scrolling down:
Clicking on that gives this:
which has links to Magix.info. There is no Vegas Community at the bottom, just "Vegas."
I think that part of the solution to reduce the number of Vegas posters getting to Magix.infor in the first place would be to:
As for telephone support, I thought about doing a spoof tutorial. I've never called Magix on the telephone, but I imagine that it would go something like this:
Should one actually get through, then good luck trying to describe the problem. Read the posts in the forum and you'll find that most first posters cannot properly describe the problem, some don't know exactly which program and version they have, etc. "I bought your software and it doesn't work." Many do not know how to take screen shots. And, you can't post a screen shot in a phone call. The agent can't see your screen. You don't know the proper terms to use. If your problem is in any way complicated, the agent probably won't be able to help anyways and will have to refer it to a technician. Those of us who use the programs intensively and help out on the forum are probably much more knowledgeable about the program than the agent.
Why would there be an overload? The people who complain the most are likely the ones who do not look at FAQ's or do a search on the forum. They don't read or follow instructions. They can't adequately describe their problems. They've never opened the manual. They don't properly answer questions, even when asked repeatedly. They just want an instant fix.
Enough already!
John CB
I deal with members in the Media section informing them not to upload copyright images with their music and they respond "Why? I rest my case.