Hello there,

I hope this finds you well. I completed the online survey and found infoservice@magix.net there; I received the following notice moments later.

>>>
"Thank you for your mail.

Unfortunately, we can't process your request, since your ticket has already been closed..."
>>>

My experience with Magix Support has been disappointing. 

My case # is I sent a message stating "Please put me in touch with your supervisor..." on 10/15 2021; instead of a response, I was sent a customer satisfaction survey on 11/14 2021. 

I would still like to communicate with the supervisor/manager. 

I sent my first message on 7/26 2021 by stating "I purchased Vegas Pro 18 with the understanding that it would play H265 files, however the playback with 4K videos is bad. Can you please give instructions to play the 4K H265 files smoothly?"

From here on I will state Vegas Pro 18 as VP18.

On 10/4 2021, I received a reply "This issue is now escalated to QA and DEV teams to be resolved in a future application update. Thank you for your patience while we continue to research this matter..." The current version of VP18 does not work for me, therefore I requested a refund. On 10/11 2021, I received a message stating "Software sales are final..."

Disappointing, but I would appreciate it if the supervisor is able to contact me; a phone number and direct email address please. Thank you for your attention. 

Gratefully,
GOH