how to reach sales department

emmrecs wrote on 7/29/2020, 10:48 AM

The only method is via this page then choosing the option Do you wish to contact Sales Team? Yes, it is a ticket system, which will automatically generate a ticket number which you can use as a reference in any email you need to send in response.

Jeff

preacherallen wrote on 7/29/2020, 2:40 PM

I have now sent a fourth request. Hopefull I will get more than an automated response saying that they have received my request - that is all I got after the first three request.

CubeAce wrote on 7/30/2020, 5:25 AM

@preacherallen

Hi.

It's not unusual to have to wait up to four days after you get the automated reply for an actual reply to come through. Sending additional requests before then can end up confusion between replies.

Ray.

preacherallen wrote on 7/30/2020, 6:43 AM

It has now been almost 2 months since I sent the first one and over 4 weeks since I sent the 3rd one and so far no response at all. I know the email works, because I get an immediate autoresponse from them that they got my request, but that is all I get from them. You would think that they would answer at least one of them bu this time.

CubeAce wrote on 7/30/2020, 8:38 AM

@preacherallen

That does seem way too long from my own personal experience.

I'm not much of a social media person but I think if it were me at this point I would find if they had a twitter or Facebook account and make the problem known on a more open forum that gets more attention. That seems to be the more effective way with dealing with other companies that have similar outlooks to their customer base.

My own experience with Magix even during this current period is that I have always had replies within the four day window. Sorry to see your experience has been different.

Ray.

preacherallen wrote on 7/31/2020, 9:13 AM

I did that and got back to send an email to __________ (an address), but I was on vacation and did not have all the facts with me. When I returned from vacation I could no longer access the Facebook posting so could not email them. Thus this topic here to see if someone knows the address other than sending a support request on their website that they obviously do not answer.

preacherallen wrote on 7/31/2020, 9:16 AM

emmrecs wrote "will automatically generate a ticket number which you can use as a reference in any email you need to send in response." OK so what is the EMAIL ADDRESS I should be sending to???

CubeAce wrote on 7/31/2020, 9:37 AM

@preacherallen

It's the one Jeff gave you in his first reply.

That, after the initial automated reply should later be backed up with an official reply like this one showing the ticket number. I have covered some of the numbers involved in the reply but you can see it has a 'Ticket Number'.

Now whether or not you have to have an up to date account of not to get a reply I have no idea as I keep my account up to date but I have always had a reasonably prompt reply from an enquiry.

In this instance a follow up email was sent with the relevant information and the problem was resolved.

Ray.

preacherallen wrote on 7/31/2020, 12:34 PM

will wait another 3 days to see if they reply to my inquiry and then will send a followup email like you said.

johnebaker wrote on 7/31/2020, 1:23 PM

@preacherallen

. . . . OK so what is the EMAIL ADDRESS I should be sending to??? . . . .

In your auto respond email there should be a link, as shown outlined in red in the image below, to the Magix support system where you may be offered potential solutions to the the issue, as they did not solve the issue did you, as stated in the email - outlined in blue below, click No on the page you were taken to by the link - if not then the request would not be forwarded to support and you will get no response.

You will also note that the last paragraph tells you to reply to the email if you want to add to the ticket - the address is there in the email header.

John EB

preacherallen wrote on 7/31/2020, 4:40 PM

I see the address now. - did click no

RONALD-BRIDGMAN6378 wrote on 6/27/2024, 12:45 PM

i can't access my magix video pro x14 , i keep getting an error message -24 saying the activation code is on another email address???????? i did get a ticket # 20240xxxxxx related to changing an email address and password . and don't ask me when since they don't date the documents they send

RONALD-BRIDGMAN6378 wrote on 6/27/2024, 1:03 PM

another piece of useless information " MxInstallHelper.exe " it said to go here to try to resolve the issue, clicked on it says not located, does not work. i don't know how many hours just trying to connect with anyone that can send me a direct link to get me up and running. i think magix has the worst support of any company i have ever dealt with. i guess i'll be dead before i can create a video for my funeral. seems buying this was a waste of money and time. so much for a happy ending.

RONALD-BRIDGMAN6378 wrote on 6/27/2024, 1:04 PM

time is of the essence.

RONALD-BRIDGMAN6378 wrote on 6/27/2024, 1:05 PM

i guess i will have to buy another product , but one with better support or at least an open chat line.

SP. wrote on 6/27/2024, 1:10 PM

@RONALD-BRIDGMAN6378 You can simply change your e-mail address and password in your customer account at Magix.com.

RONALD-BRIDGMAN6378 wrote on 6/27/2024, 1:11 PM

seems to be the way these days, no proper phone number, and if you do find one you can be pressing numbers and get no where then be on hold for hours. it's all about the money. quick to contact you and send you the latest upgrades and features. then to get help, that could probably they could resolve in minutes if they were interested in actual customer support.

RONALD-BRIDGMAN6378 wrote on 6/27/2024, 1:14 PM

SP. wrote on 6/27/2024, 2:10 PM

@RONALD-BRIDGMAN6378 You can simply change your e-mail address and password in your customer account at Magix.com.

Last changed by SP. on 6/27/2024, 2:11 PM, changed a total of 1 times.

did that, still did not solve anything. i just wish they could send me a copy of the email they say it's linked to then maybe that would solve the issue, could be a simple typo or something

johnebaker wrote on 6/28/2024, 2:21 AM

@preacherallen

Hi

Please do not post on the same issue, you have already been given instructions on what you need to do in your other post on this issue here.

This topic will be closeed.

John EB
Forum Moderator