Looks, like I am done with Spectralayers and Sound Forge

ReverendLove wrote on 12/21/2016, 6:04 AM

Dear fellow sufferers,
two weeks ago I got an "offer" via the notifier of sound forge 11 (??) that I am entitled to get an update of Spectralayers to version 4.
I already have version 3 and I really wondered what the heck they call it an offer because the features praised in the ads are pretty marginal.
I cannot see any benefit more than the interface to Pro Tools and grouping of layers. Offering me an "update" for 199€ seems to me like an error.
So I wrote a note to the service staff, that they should make an new offer, because I could not understand that I as an owner of SL3 and SF 11 and customer
more than eight years (for this products and other products of magix as well) must pay so much.
By the way: This offer was a short term for seven days. This isn't really reputable. It is treating the customer unworthily
The answer was as short as it was harsh and pretends appreciation badly. They couldn't make me another offer.
OK. I answered that I am not satisfied with this answer and the next reply was only a variation of the first.
And because every email was concluded with the invitation to ask I wrote for the third time, that her appreciation was wrong
because I didn't only want a proper offer at first and I have some other serious questions.

This is what I wrote:
I admitted it earnest: Both Spectralayers 3 and Sound Forge 11 are products which serve my needs well.
But there are tedious quirks like for example doing simple crossfades doing between layers in SL 3.
Then I asked why I should pay for the integration of Pro Tools,
because I understand this only as a marketing trick to hype and sell another product.
But then, because I would invest to update, if I know what will come, I asked the following questions.
1. Will Spectralayers further developed?
2. Is it intended to establish useful new functions in SL like just for example cross fading between layers?
3. Is interoperability warranted between SF and SL for the future?
4. Will Sound Forge further developed?
5. Will Sound Forge be transported to 64 architecture?
6. Will you stay with your strange update attitude?

I sent these simple questions magix last week on thursday and got no answer. Not even a request to be patient for an reasonable answer.

Sorry to write that: That is one of the worst beahviour I ever experienced as customer.

Comments

DivideFrame wrote on 12/21/2016, 8:32 AM

Hi ReverendLove,

I'm sorry to hear that. The Pro Tools interoperability feature was highly requested during shows, so it became the top priority feature to develop. That said, I'm taking notes of every request and try to prioritorize accordingly. Also, the announcement only list the 3-4 most visible new features. A lot of work is done under the hood to improve ergonomy and quality with each new release.
To answer your questions:

1.Yes (I am the developer and a lot is yet to come for SL)
2. Crossfading between layers: first time I hear such request but as a matter of fact it was already in my to-do list :-)
3. Yes, as far as I'm concerned from the SL perspective. I've made sure SLP4 continue interoperability despite the rebranding.
4. and 5. Can't answer (depends on the Sound Forge team).
6. The update policy depends on the publisher.

If you have further questions, remarks of request feel free to write here or to send me an email to contact at divideframe dot com and I'll answer the best I can.

best,
Robin

ReverendLove wrote on 12/21/2016, 12:53 PM

Thank you very much, dear Robin

Your information is really appreciated. There isn't any software really comparable to SL. Especially picking the raisins - I mean for example separating precious sounds from field recordings is unbeatable to accomplish. Rx5 is probably good for restauration, but I am a noise freak and addict too...

Btw.: The cross-fading between layers would be very valuable for restoration tasks. Now I do it via editing in Sound Forge. It works but it is a bit tedious.

I guess I won't leave the wagon and give SL 4 a try. :-)

I wish you fine holidays.

ReverendLove wrote on 12/21/2016, 4:27 PM

I tested it now extensively on some raw recordings I already edited in SL3 so I can get a picture what is going on. I wish I did not.
While I have to admit it works a little bit smoother and faster I dont get what is the big step which justifies 200€ (~230$) beside grouping of layers and integration of PT (I don't need it) upgrading from SL3 to SL4. For other companies this would be a service update to a minor version.
This is downright ridiculous and merit more a ...
Oh no I don't write it, so you cannot bring action against me. I hope you stay on the market with such a policy, because I probably need your support on SF11 and SL3.
I stay with SL3.
I am left speechless.

SunshineDel wrote on 12/28/2016, 3:39 PM

I didn't have the money, but I went ahead and bought the update? Now I wish that I didn't! I have had versions 1-3 and still haven't figured out how to use the program! Now to save $200 I upgrade to version 4, but it will NOT register! So, I guess I will go back to version 3 and hope that they get version 4 fixed before they want more money!

DivideFrame wrote on 12/28/2016, 4:34 PM

Hi SunshineDel, what's your OS? Feel free to send me an email at contact at divideframe dot com, let's see if we can solve your registration issue.

SunshineDel wrote on 12/28/2016, 4:34 PM

Well at least version 3 reinstalled without any problems! I should have just stuck with this version and not fallen for the cheep upgrade scam! I really didn't have the money and have NEVER used versions 1-3 anyway! Oh well, I do really hope that they get this fixed, I can't afford to support a work in process! I wait for their response!

ReverendLove wrote on 12/28/2016, 4:38 PM

Cheap upgrade. Hahaha! SCNR.

DivideFrame wrote on 12/28/2016, 5:55 PM

@SunshineDel: I didn't receive any email.

SunshineDel wrote on 12/28/2016, 6:08 PM

I did respond to you with an email. I sent it to the proper version of (contact at divideframe dot com) I am using Windoz 10, but soon to move back to Windows 7 Pro! It isn't the program, that seamed to work in the trial mode!

ReverendLove wrote on 12/28/2016, 6:15 PM

Hi, https://www.magix.info/de/users/profil/DivideFrame/

It looks like your system is messed up. Service form won't be opened and I cannot create new entries in the forum. Only replying to existing threads is possible. Probably there is something wrong with your system. Since transport to magix there are a lot of issues like this driving me mad an leaving me very unsatisfied not only once.

DivideFrame wrote on 12/28/2016, 6:18 PM

@SunshineDel Ah, unfortunately I didn't receive anything. You can also get in touch at divideconcept at gmail dot com. At what step do you have a problem with registration, and what's the error message (if any?). Glad to hear you don't have a problem with the program itself. Though I only have limited control on the registration, I may have a workaround (or I'll be able to forward it to the proper people if needed).

DivideFrame wrote on 12/28/2016, 6:24 PM

@ReverendLove: I can help with SLP itself, unfortunately I have zero control over Magix's forums... I'll forward them theses issues though.

ReverendLove wrote on 12/28/2016, 6:31 PM

Well, thank you. Actually I need help with Sound Forge 11.345. But I am unable to create an opener. I would like if you forward to the forum operators that something must be wrong.
TIA

ReverendLove wrote on 12/28/2016, 6:33 PM

Oh. Accidentally you already did it before i wrote my last comment.. Fine. Thanks.

SunshineDel wrote on 12/29/2016, 2:03 PM

Problem Solved! It appears that MAGIX is a little schizoid! It is not enough to belong
to MAGIX, like all of my other products (ACID Pro 7, CD Architect 5.2, Sound
Forge Pro 11, Vegas DVD Architect (7.0), and Vegas Pro 14), you need to join
yet another data mining site, the Samplitude Service Center! Just a small
mention of this fact would have been nice, in the registration email that they sent
me after my purchase! This is a sales/registration problem and can easily be
resolved by adding that small, yet critical, piece of information to the
registration instructions! It was interesting that there wasn’t any mention of
your product on that site once I got logged in. The product did register and
now works. The problem was found and resolved, MAGIX!

johnebaker wrote on 12/30/2016, 4:39 AM

. . . . It appears that MAGIX is a little schizoid! . . . .

I do not think so - it is cross domain authentication prevention - as an example - a logged in session in the forum is with magix.info and a logged in support session is with magix.com - two different domains that do not, and should not, pass authentication details between the two - this is a security risk.

HTH

John EB

browj2 wrote on 12/30/2016, 12:13 PM

@John EB,

For Samplitude, you get registered and support from the Samplitude/Sequoia Service Center, not Magix.com. The other products are with Magix.com, including SoundForge which was bundled with Samplitude Pro X3 Suite, so my one purchase has two different registration/support domains. This is a pain and Magix should just combine everything into Magix.com.

johnebaker wrote on 12/30/2016, 12:26 PM

@ John CB

. . . . Magix should just combine everything into Magix.com. . . . .

Agreed, however from the Consumer, Prosumer and Forum angle it may be better to keep to the separate domains especially if they are administered from different locations.

Cheers

John EB

browj2 wrote on 12/30/2016, 12:57 PM

Hi John EB,

We're getting OT, here.

Maybe, but looking at the contents of the registration site, there is not really much there, and really nothing that is different or special. I can understand having the magix-audio.com site, the TalkGraphics site for Xara, but not the registration and support parts being separate from Magix.com. As it is, Magix.com itself already has 2 areas - the registration part and the support part, and that is confusing enough. Add in Xara that has another support site, and there are too many.

When requesting support, a product is specified, and I have to assume that Magix is sophisticated enough to have the correct product go to the correct support technician. But, maybe not.

While on this subject, Magix is still using the previous P2 activations with Samplitude so the user can quickly exceed the activation limit. Not good, and the users are complaining.

I expect that Magix will eventually get all of this sorted out, but until then, users will be posting questions and comments about this.

Regards,

ReverendLove wrote on 12/30/2016, 1:07 PM

Yip, you all hijacked my thread...

john-d wrote on 12/30/2016, 1:52 PM

I agree with the negative sentiments expressed here. These guys have no real interest in serving the customer. Called the 722-5810 number to ask a question about Audio Studio 10. The guy started arguing with me, telling me that I have to find out the answers myself, by playing around with the software.

He said he could not be expected to know the workings of all the versions of the software they sell -- in fact, he did not even know what Audio Studio 10 was, had to ask for my trial serial number to find it. Had I told him Sound Forge Audio Studio, then he would have been able to find it. Here's a rep who does not even know what he is selling. Now to find Audio Studio in their web site, you cannot depend on their product finder to find it. That lists 41 products, none of which is either Audio Studio or Sound Forge Audio Studio. No, it's not in the Product Finder, you have to click the tab for Music. (But I am using it for speech, not music -- could they at least have called the tab "Audio?")

I tried to tell him that I wanted to tell them about a screwy instruction in the How To Record Audio section of the software. We are told to rt-click the speaker icon in system tray and choose the recording device. So far, so good, I selected microphone. The it says "in the Sound dialog, double click the recording input ..." Huh? There is no Sound dialog. I hunt around and finally get to the mike's Properties\Levels. Is this the Sound dialog? I had expected to see two bars, you know, with levels ranging from green to red. So am I at the right place? Now by experimenting I think it is. But I am not sure. This is a failure to explain things while at the same time pretending to explain them.

The point of this post is not to get an answer to this technical question, but to point out that this fellow had no interest in listening to the problem and passing it along to be fixed -- the problem being confusing instructions. Nor did he have any interest in helping me except to go to the Knowledge Base. Someone there knows about Audio Studio, bu there is no way, even by e-mail, to contact them. I further tried to explain as a customer that I had fundamental problems with the way they approach things, this being only one example. I tried to give others. He did not want to hear any of it.

My conclusions: they say Magix "enjoys the trust and confidence of its customers. That is not true. Also not true is their assertion that "All MAGIX products are designed to be as user-friendly as possible. However, if you have questions about your software, you can find initial support and various ways to get in touch with the MAGIX technical support here." No, the phone fellow said, we are supposed to learn it ourselves. And note that the items on their support page are geared toward installation, registration, serial numbers etc. That's what they mean by "support."

They say "MAGIX produces intuitive and easy-to-use multimedia software for private and professional users." No it does not. They are intuitive only if you have had experience with sound engineering. The fellow who heads up Apple's sound team may know this. But I do not, not being familiar with the technical terms, and I am no computer novice.

Two things the fellow said are telling. Management already knows, he says, and made a comment along the lines of " people keep telling me these things and I keep telling them ... " You know, that is a big red flag. Do you listen? Apparently not.

I have dealt with software technical support for 30 years,and have never received answers such as this fellow gave me. (Well, Adobe does have similar problems.) There is one specialty softwar shop I call with ANY question I want, and I get an answer. They do not tell me to learn it myself, or to go pound sand.

If they had any competitors, I would go there, and maybe I will find some. But I fear that like Adobe, they have a monopoly. They simply do not care to listen to what customers have to say,as evidenced by comments scatered all around this forum.