Note -
I proceed to ask the question on 4/21. They sent a generic note asking for a system scan on 4/21, which I submitted on 4/23.
Today is 4/25 and no word. How long does it typically take for Magix Customer Support to respond?
Hi there,
Sorry for the problem you are experiencing. To answer your question: Generally speaking, response time in tech support can easily be a few days, depending on the problem and depending on the general workload of the department at the time. The time frame you indicated is usually nothing to worry about. You could expect a reply soon.
That said, I tracked down your ticket in the system and I'm afraid it is indeed in limbo since it looks like your report from the diagnostics tool (Syscheck) never came back to MAGIX support. So, the agent handling your ticket is basically still standing by for the test results. Could you please just run Syscheck again and send the results? If in doubt, choose the option to save the results to your local hard drive at the end, rather than sending them directly. Then reply to the original ticket and add the *.SYC file as an e-mail attachment. If you're not getting on and you need further help, please also just reply back to the original ticket to get in touch with the agent handling it and have them assist you. Thanks for your understanding.
By the way, it looks like you somehow ended up paying for support twice - once for a Premium (pro products) ticket and once for a consumer product ticket. Doesn't look right to me. I recommend you point out this information to the agent handling your ticket and provide both order numbers. They will be able to check the situation and refund you for that Premium ticket.
Good luck. Hope your problem can be resolved soon.
ralftaro: Thank you.
Per your direction I sent the sys. file as an attachment. I appreciate your looking in to the matter. I admit that patience isn't one of my strong points but it is very frustrating. Most of the consumer reviews on Magix are positive with the exception of the Customer Service which is rated low. It is understandable...I paid for the Premium Package it would not allow me to ask a question without buying an additional product ticket = total $42.98. And no one has contacted me, except you.
Thank you again.
You're welcome. From what I can see you still received your response from our support team before the weekend. If you need to further pursue the technical issue at hand, please feel free to do it under your open ticket.
As discussed, you would be able to receive a refund on most of what you paid. The $12.99 would cover support for an older consumer product. Just reply back with the information on what you purchased and the support package order numbers to your agent and they will take the necessary steps. Thanks.