Daniels rants
Well, there are a lot of stuff I get upset with, or think it's done wrong or whatever. This is the place where I "Set things straight".
Note that I do not proofread these, and just type as I think, so be prepared for some major abuses of the English language.
Posted: January 03 2006, 14:38
And doesn't even come close to leveled.
Ahead is the creator of the popular burning program Nero Burning Rom, which I have used a lot, and is in fact the burningprogram I like most. With the release of Nero 7, I went out and bought it, intrigued mostly by their Recode utillity capable of recoding video to h.264 AVC.
I ended up with a small problem though. The recoding process would stop every once in a while. And if you have a queue of 10 things to encode it's no fun to ome back when everything should be done (a week on my machine this runs on) to find it stopped after doing item 1 and pass 1 of 2 of item 2. Meaning I loose 6 days. That only happened once. I started checking in after that, but it is still anoying to not be able to trust the software, so I contacted Ahead through their "amazing" webform.
The webform showed me how to get a nice fat log of everything that happened, including a log of my components involved. Their form didn't have a way to attach the logs though. Incompetense sign #1.
So I send them this:
| Daniel wrote: |
| Web Support Formular
product_new = Nero Recode 2 version = 2.2.7.5 (Nero: 7.0.1.2) serial = -snip- os = Microsoft Windows XP Professional sp = SP2 error_description = When recoding using Nero it fails. This has happened twice. Since you don't want the recodelog through your upload, I am attaching it here instead (ouch) ********** Nero Recode ********** Version: 2.2.7.5 -serial snip- Project type: Nero Digital Target size: Custom (2081792) 23:57:03 File LangStreamPatcher.cpp, Line 56 Command table patching started... 23:57:03 File LangStreamPatcher.cpp, Line 135 All tables successfully patched! Burn settings: Target: Hard disk folder Number of copies: 1 Target folder: D:\\\\DA - 01 (5841412096 bytes free) NeroDigital profile: Maximum Definition - AVC Shutdown when finished: false Advanced Analysis: false Compress Adaptive: false 23:57:31 File burn_ndigital.cpp, Line 158 NeroDigital: init 23:57:31 File burn_ndigital.cpp, Line 269 NeroDigital: burning 2081792 sectors (2081790 required) 23:57:31 File burn_ndigital.cpp, Line 301 NeroDigital: Adjusting target size 23:57:31 File burn_ndigital.cpp, Line 343 NeroDigital: beginning 1st-pass operation 23:57:31 File burn_ndigital.cpp, Line 697 NeroDigital: encode DA - 01 Source: Size (720,576) Display Aspect Ratio (16,9) Deinterlace disabled Cropping disabled Resizing disabled Pixel ratio (64,45) Bitrate: 1718071 bps 23:57:31 File burn_ndigital.cpp, Line 722 Nth-pass file = C:\\\\DOCUME~1\\\\DANIEL~1\\\\LOCALS~1\\\\Temp\\\\\\\\DA - 0102112.bin 23:57:32 File burn_ndigital.cpp, Line 924 NeroDigital: waiting for graph to complete 03:45:54 File burn_ndigital.cpp, Line 1018 graph completed successfully 03:45:54 File burn_ndigital.cpp, Line 697 NeroDigital: encode DA - 02 Source: Size (720,576) Display Aspect Ratio (16,9) Deinterlace disabled Cropping disabled Resizing disabled Pixel ratio (64,45) Bitrate: 1718071 bps 03:45:54 File burn_ndigital.cpp, Line 722 Nth-pass file = C:\\\\DOCUME~1\\\\DANIEL~1\\\\LOCALS~1\\\\Temp\\\\\\\\DA - 0202112.bin 03:45:56 File burn_ndigital.cpp, Line 924 NeroDigital: waiting for graph to complete 06:04:21 File burn_ndigital.cpp, Line 1018 graph completed successfully 06:04:22 File burn_ndigital.cpp, Line 697 NeroDigital: encode DA - 03 Source: Size (720,576) Display Aspect Ratio (16,9) Deinterlace disabled Cropping disabled Resizing disabled Pixel ratio (64,45) Bitrate: 1718071 bps 06:04:22 File burn_ndigital.cpp, Line 722 Nth-pass file = C:\\\\DOCUME~1\\\\DANIEL~1\\\\LOCALS~1\\\\Temp\\\\\\\\DA - 0302112.bin 06:04:23 File burn_ndigital.cpp, Line 924 NeroDigital: waiting for graph to complete 08:35:43 File burn_ndigital.cpp, Line 1018 graph completed successfully 08:35:44 File burn_ndigital.cpp, Line 697 NeroDigital: encode DA - 04 Source: Size (720,576) Display Aspect Ratio (16,9) Deinterlace disabled Cropping disabled Resizing disabled Pixel ratio (64,45) Bitrate: 1718071 bps 08:35:44 File burn_ndigital.cpp, Line 722 Nth-pass file = C:\\\\DOCUME~1\\\\DANIEL~1\\\\LOCALS~1\\\\Temp\\\\\\\\DA - 0402112.bin 08:35:46 File burn_ndigital.cpp, Line 924 NeroDigital: waiting for graph to complete 11:10:45 File burn_ndigital.cpp, Line 1018 graph completed successfully 11:10:45 File burn_ndigital.cpp, Line 697 NeroDigital: encode DA - 05 Source: Size (720,576) Display Aspect Ratio (16,9) Deinterlace disabled Cropping disabled Resizing disabled Pixel ratio (64,45) Bitrate: 1718071 bps 11:10:45 File burn_ndigital.cpp, Line 722 Nth-pass file = C:\\\\DOCUME~1\\\\DANIEL~1\\\\LOCALS~1\\\\Temp\\\\\\\\DA - 05a02112.bin 11:10:48 File burn_ndigital.cpp, Line 924 NeroDigital: waiting for graph to complete 13:26:38 File burn_ndigital.cpp, Line 1018 graph completed successfully 13:26:39 File burn_ndigital.cpp, Line 697 NeroDigital: encode DA - 06 Source: Size (720,576) Display Aspect Ratio (16,9) Deinterlace disabled Cropping disabled Resizing disabled Pixel ratio (64,45) Bitrate: 1718071 bps 13:26:39 File burn_ndigital.cpp, Line 722 Nth-pass file = C:\\\\DOCUME~1\\\\DANIEL~1\\\\LOCALS~1\\\\Temp\\\\\\\\DA - 06a02112.bin 13:26:40 File burn_ndigital.cpp, Line 924 NeroDigital: waiting for graph to complete 15:41:11 File burn_ndigital.cpp, Line 1018 graph completed successfully 15:41:11 File burn_ndigital.cpp, Line 697 NeroDigital: encode DA - 07 Source: Size (720,576) Display Aspect Ratio (16,9) Deinterlace disabled Cropping disabled Resizing disabled Pixel ratio (64,45) Bitrate: 1718071 bps 15:41:11 File burn_ndigital.cpp, Line 722 Nth-pass file = C:\\\\DOCUME~1\\\\DANIEL~1\\\\LOCALS~1\\\\Temp\\\\\\\\DA - 07a02112.bin 15:41:12 File burn_ndigital.cpp, Line 924 NeroDigital: waiting for graph to complete 18:05:33 File burn_ndigital.cpp, Line 1018 graph completed successfully 18:05:33 File burn_ndigital.cpp, Line 697 NeroDigital: encode DA - 08 Source: Size (720,576) Display Aspect Ratio (16,9) Deinterlace disabled Cropping disabled Resizing disabled Pixel ratio (64,45) Bitrate: 1718071 bps 18:05:33 File burn_ndigital.cpp, Line 722 Nth-pass file = C:\\\\DOCUME~1\\\\DANIEL~1\\\\LOCALS~1\\\\Temp\\\\\\\\DA - 08a02112.bin 18:05:34 File burn_ndigital.cpp, Line 924 NeroDigital: waiting for graph to complete 20:23:58 File burn_ndigital.cpp, Line 1018 graph completed successfully 20:23:58 File burn_ndigital.cpp, Line 697 NeroDigital: encode DA - 09 Source: Size (720,576) Display Aspect Ratio (16,9) Deinterlace disabled Cropping disabled Resizing disabled Pixel ratio (64,45) Bitrate: 1718071 bps 20:23:58 File burn_ndigital.cpp, Line 722 Nth-pass file = C:\\\\DOCUME~1\\\\DANIEL~1\\\\LOCALS~1\\\\Temp\\\\\\\\DA - 09a02112.bin 20:23:59 File burn_ndigital.cpp, Line 924 NeroDigital: waiting for graph to complete 22:37:40 File burn_ndigital.cpp, Line 1018 graph completed successfully 22:37:41 File burn_ndigital.cpp, Line 697 NeroDigital: encode DA - 10 Source: Size (720,576) Display Aspect Ratio (16,9) Deinterlace disabled Cropping disabled Resizing disabled Pixel ratio (64,45) Bitrate: 1718071 bps 22:37:41 File burn_ndigital.cpp, Line 722 Nth-pass file = C:\\\\DOCUME~1\\\\DANIEL~1\\\\LOCALS~1\\\\Temp\\\\\\\\DA - 10a02112.bin 22:37:43 File burn_ndigital.cpp, Line 924 NeroDigital: waiting for graph to complete 00:56:06 File burn_ndigital.cpp, Line 1018 graph completed successfully 00:56:06 File burn_ndigital.cpp, Line 391 NeroDigital: finished 1st-pass 00:56:06 File burn_ndigital.cpp, Line 407 NeroDigital: 10 files require 2nd pass 00:56:06 File burn_ndigital.cpp, Line 480 NeroDigital: beginning 2nd-pass operation 00:56:06 File burn_ndigital.cpp, Line 697 NeroDigital: encode DA - 01 Source: Size (720,576) Display Aspect Ratio (16,9) Deinterlace disabled Cropping disabled Resizing disabled Pixel ratio (64,45) Bitrate: 1718071 bps 00:56:06 File burn_ndigital.cpp, Line 722 Nth-pass file = C:\\\\DOCUME~1\\\\DANIEL~1\\\\LOCALS~1\\\\Temp\\\\\\\\DA - 01a02112.bin 00:56:08 File burn_ndigital.cpp, Line 924 NeroDigital: waiting for graph to complete 14:26:07 File burn_ndigital.cpp, Line 1018 graph completed successfully 14:26:08 File burn_ndigital.cpp, Line 697 NeroDigital: encode DA - 02 Source: Size (720,576) Display Aspect Ratio (16,9) Deinterlace disabled Cropping disabled Resizing disabled Pixel ratio (64,45) Bitrate: 1718071 bps 14:26:08 File burn_ndigital.cpp, Line 722 Nth-pass file = C:\\\\DOCUME~1\\\\DANIEL~1\\\\LOCALS~1\\\\Temp\\\\\\\\DA - 02a02112.bin ERROR in file:.\\\\burning\\\\burn_ndigital.cpp, line:1863, error:No combination of intermediate filters could be found to make the connection.(0x80040217) 14:26:23 File burn_ndigital.cpp, Line 200 NeroDigital: exit error_program = Azureus, Gaim, Avast, FileZilla Server, Thunderbird, Firefox. first_name = Daniel last_name = -snip- email = -snip- language = English zip = -snip- city = -snip- country = Sweden |
Thinking I have given them everything I hear I did not. After 4 days I got this:
| Ahead Customer Support wrote: |
| Dear valued customer,
thank you for your email and your interest in our software. Please send us the Infotool log so we can properly analyse your issue: Download the file "infotool.zip" from ftp://ftp9.nero.com/attach/infotool.zip Extract the zipped files on your hard drive using WinZip or WinRar. Start InfoTool.exe by double-clicking on it. The Infotool's interface will appear once the progress-bar has moved completely to the right. You can find the save-option to the Nero InfoTool by clicking on the disk icon (located at the top beside the dropdown menu in which the drive is selected). Click the 'Save' button (bottom left) and save the 'infotool.txt' file so that we can locate the source of the error. It is important that all the boxes are checked when saving. Please attach the 'infotool.txt' file to your e-mail. Should you have any other request, please don't hesitate to contact us again. Best regards Martin Doll Technical Support Nero AG Im Stoeckmaedle 18 76307 Karlsbad Germany Fax : ++49 (0)7248 928 499 http://www.nero.com ________________________________________________ SIPPS - Another highlight from Nero! Test SIPPS - reduce your phone bill! Download the free demo version at http://www.sippstar.com/en/download.php ______________________________ |
Total Case Time: 4days.
I sent it in with a little comment:
| Daniel wrote: |
| I tried doing that using your immensly poor form for the original supportquestion. However, there were only a browse-button which I used, and I took for granted that when pressing send it would upload the file also. Aparantly not. You might want to fix that. |
Now, trying to ignore all the marketing at the bottom of their mail, and the slippery marketing suckup language, and their inabillity to have their delimitinglines the same length, I await their reply.
...
...
...
...
Twentythree (23!!!!) days later I get a reply. FINALLY! I think, and open it up hoping to see a fix for my problem. I mean, if it takes that long to reply, they must have actually done something, right?
| Ahead Customer Support wrote: |
| Dear valued customer,
thank you for your email and your interest in our software. Please contact the manufacturer of the recorder in order to get the latest firmware for your recorder. An old firmware can cause compatibility problems as well as burn failures. Firmware upgrades for your recorder are provided only by the Manufacturer of your recorder. All firmware upgrades and support for upgrading your recorder’s firmware must be provided by either the recorder manufacturer or the OEM you purchased your recorder bundle from. We can not assist you in this, sorry. For example if you have a Yamaha Recorder, you would go to the www.yamaha.com website in order to obtain the latest firmware for your recorder and instructions on how to upgrade your recorder’s firmware. Same goes for all other recorder manufacturers, such as Sony, Pioneer, LG, etc... To determine what kind of recorder you have, assuming you do not know for sure, you can use our Nero InfoTool to obtain this information. To locate the Nero Info Tool, follow the steps below. For Nero Burning ROM 6 or Nero Express 6 go to: 'Start->All Programs->Nero->Nero ToolKit->Nero InfoTool' For Nero Burning Rom 5.5 or Nero Express 5.5 go to: 'Start->All Programs->Ahead Nero->Nero ToolKit->Nero InfoTool' Once Nero InfoTool is launched, make sure your recorder is selected in the top left of the window. Use the drop-down box located there to select your recorder or any recorder. Once selected, it displays the manufacturer as well as the model of the recorder you have. Be sure to make a note of this. Also, once you have your recorder selected, you can click on the 'DRIVE' tab and in the top right of this window you will see the current firmware version (among other information) you have on your recorder. Compare this version with the latest firmware provided by the manufacturer of your recorder and upgrade if available. Legal disclaimer: "Nero AG is not liable for firmware updates as these updates are not offered by Nero AG. All updates are performed at one’s own risk. Nero AG will not be liable for the legality of the firmware." Please update to the current Nero 7 Version. You can download the newest Nero 7 Version from our website: http://www.nero.com/nero7/enu/nero7-up.php Should you have any other request, please don't hesitate to contact us again. Best regards Stefan Sonn Technical Support Nero AG Im Stoeckmaedle 18 76307 Karlsbad Germany Fax : ++49 (0)7248 928 499 http://www.nero.com ________________________________________________ SIPPS - Another highlight from Nero! Test SIPPS - reduce your phone bill! Download the free demo version at http://www.sippstar.com/en/download.php ______________________________ |
WTF?
The log I sent clearly showed I was using the latest version of Nero, and that I was targeting a Harddrive, not a disk.
Now my brain really starts to simmer.
| Daniel wrote: |
| Hello!
Are you terribly terribly incompetent? Check below!!!! I'll quote myself: "Target: Hard disk folder" Are you telling me I need a new firmware for my harddrive? I think you need a new firmware for your brain. Now go away and redirect my supportrequest to someone who can tell his arse from a keyboard. And don't take A MONTH! to reply. Valued customer my ass... Daniel Wahlgren |
Yes, I guess that didn't really help my case go through much faster, but still, I was pretty darn pissed at having to wait for almost a month to get a stupid question back.
Total case time: 27 days
| Ahead Customer Support wrote: |
| Dear valued customer,
thank you for your email and your interest in our software. Where is the source located? In a device? Or on the harddrive? Should you have any other request, please don't hesitate to contact us again. Best regards Stefan Sonn Technical Support Nero AG Im Stoeckmaedle 18 76307 Karlsbad Germany Fax : ++49 (0)7248 928 499 http://www.nero.com ________________________________________________ Nero News - Use our newsletter to keep up-to-date! My Nero - As a member of our community you can benefit from VIP downloads and VIP support! Curious? Find more information here: http://www.nero.com/eng/register.html ______________________________ |
A short question, that is pretty intelligent, but it took another FIFTEEN days for it to get to me.
Total time: 42days.
Now I'm getting really agressive just thinking about ahead, so my reply isn't very nice, again.
| Daniel wrote: |
| Reply intersperced below:
/Daniel Wahlgren techsupport@nero.com wrote: > Dear valued customer, > Don't feel very valued if it takes half a month to come up with a one line reply. For the record, this is my comment in the Customer Satisfaction voting: "Too slow, does not answer my question, too slimely friendly. I want replies from a serious professional fast, not a cringing intern who is so afraid he might offend me, adding some polite words every now and then before finally actually pressing send after a few WEEKS." > thank you for your email and your interest in our software. > You're welcome. I'm beginning to feel you really like my emails since you force me to send so many. > Where is the source located? In a device? Or on the harddrive? > Harddrive. |
And this is where we are now. Still waiting for any kind of constructive reply.
And am I the only one who gets really sick of the way they respond?
Ahead: Dear valued customer, thank you! Thank you, thank you, thank you!!!!
Ahead: OMG WE'RE LIKED!
*passes out*
...
*comes back to his senses*
Ahead: OMG we have to do this good, are you comfortable?
Danny: Yes.
Ahead: Want some coffie?
Danny: No.
Ahead: Want some thé?
Danny: No.
Ahead: Want a Pillow?
Danny: No.
Ahead: Want a zanax?
Danny: NO.
Ahead: Want a drink?
Danny: NO.
Ahead: Want...
Danny: SHUT THE HELL UP ALREADY! JUST ANSWER MY FUCKING QUESTION AND FIX THE PROBLEM!
View comments
Daniel has posted 13 rants so far.