What Nero tech support?!

[steven2874]

Absoulutely the worst and slowest support for a product I have ever received!
Here is a sample of what you can expect should you decide to spend $50 on a so called "upgrade" to Nero Ultra.
Last email which I answered promptly a WEEK ago and still have not received the courtesy of a reply:

Dear Mr. Anderson,

unfortunately we really don't know what is causing this problem.

Please export the following registry path and attach it to your next mail:

HKLM\Software\Ahead\Nero - Burning Rom\info

Very interessting are all entries which contain "serial6", like "serial6", "serial6_2"
and so on.


Best regards,

************************************************** *******
Juan Garcia-Palas
Technical Support

Nero AG
Im Stoeckmaedle 18
76307 Karlsbad
Germany

Fax +49 724 892 8499
E-mail jgarcia@nero.com

NERO - BECAUSE TECHNOLOGY COUNTS
www.nero.com


************************************************** ***********

What a joke! Well, live and learn...

[nwo]

Absoulutely the worst and slowest support for a product I have ever received!

Yeah Nero's worst for support.

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Maybe thats why you get it free with a new pc!

[jman98]

I have never dealt with Nero support, but I can't say I'm surprised. As a general rule, I have found it much much more effective to do a web search about a software problem than to contact the manufacturer about it. I had some interesting conversations with ATI in 2000 about a known problem their software DVD player had with AMD chips where you would get the Blue Screen Of Death after about 10 seconds of using their player. I read on a web forum that the only "fix" was to buy PowerDVD or WinDVD and use them, so I bought PowerDVD. You might try doing a search on your problem or posting about it to a forum like this.

[steven2874]

I have never dealt with Nero support, but I can't say I'm surprised. As a general rule, I have found it much much more effective to do a web search about a software problem than to contact the manufacturer about it. I had some interesting conversations with ATI in 2000 about a known problem their software DVD player had with AMD chips where you would get the Blue Screen Of Death after about 10 seconds of using their player. I read on a web forum that the only "fix" was to buy PowerDVD or WinDVD and use them, so I bought PowerDVD. You might try doing a search on your problem or posting about it to a forum like this.

Thank you for your comments and suggestions. I have done many searches, on this forum and others, and tried other search engines to no availl.
The current Nero OEM software I have works fine but when I upgraded and enter the new serial number for Nero Ultra my system (AMD Athlon 64 3300, 1MB RAM, Pioneer DVR-110D all less than 6months old) freezes completely and I need XP System Restore to recover- I actually have had to do this three times to satisfy Nero.
All they can say is, "You got us" ! "That's messed up"!
I'm just really posting this as a warning to others. Nero told me "absolutely no refunds" and "it's not our fault" even though the OEM works fine.
Everyone else, just think twice before you "upgrade" your Nero OEM software!

[lordsmurf]

What exactly is the problem?

[steven2874]

Absoulutely the worst and slowest support for a product I have ever received!

Yeah Nero's worst for support.

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Maybe thats why you get it free with a new pc!

Wish I would have known before wasting so much time ( a lot) and money. Maybe I can save someone else some grief.

[steven2874]

What exactly is the problem?

See the above, lordsmurf. I've done the following:

"upgraded" to Nero Ultra
when I enter the new serial number my system totally locks up
Used the Nero clean tool
Installed latest version and the same thing happens- total freeze.
Nero tech support totally clueless and very slow to respond. Typically a week between dumb requests from them for system info, which I provide, and then no response, or "You got us"!
Tech support my *ss!

[INFRATOM]

I guess this type of software rely on public forum . Uninstall Nero completely and manually clean the registry from its files and what ever leaves behind. make sure you don't install any other cd burning program and don't install the module that uses the burner like hard drive. Between all this you should not have any problem. If you still have problem consider reformating and new install of windows. My one guess is you may have other burning programs interfering. When you uninstall it is going to take you a long time to clean registry it leaves all kinds of junk behind.

[steven2874]

I guess this type of software rely on public forum . Uninstall Nero completely and manually clean the registry from its files and what ever leaves behind. make sure you don't install any other cd burning program and don't install the module that uses the burner like hard drive. Between all this you should not have any problem. If you still have problem consider reformating and new install of windows. My one guess is you may have other burning programs interfering. When you uninstall it is going to take you a long time to clean registry it leaves all kinds of junk behind.

Hi INFRATOM- Thanks for the suggestions. I've already done the complete uninstall, used the Nero Clean utility, but I'm not really comfortable manually cleaning the registry.
The only other burning related progs I have are DVDDecrypter and Shrink which I want more than the Nero Ultra. The Nero OEM version, as I mentioned before, works fine with these.
As to the reformatting and new XP install, frankly for me it's not worth the time/effort involved just for the Nero Ultra features I don't now have.
But thanks for the tips and advice.