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I’m frustrated

No Technical Support Link On Site

After dissatisfaction over the last year with both these forums and Technical Support, I wrote the company. At the same time I removed my Nero products out of fear of crashing before getting any "real work" done on this computer. After an impatient period I recently printed the original letter and sent it again. Now this morning I received a "no reply" email from Nero, in German which I do not speak. Then I went to the site, not knowing that the company changed the site so that there is no longer a link where to start a support ticket. That feature where one begins by entering a serial number is gone. There is only a link to provide a serial number lookup, which I do not need. Over the years I used Nero I am learning what a bunch of whack jobs run the company. I should give up getting satisfaction from Nero. They must think my time is worth nothing, causing me to waste at least a half hour looking for a link that no longer exists. For the moment telephone is not an option; but when it was, international calling was not available under my plan. Now there seems to be no end to the amount of my time this company wasted this morning; otherwise I could have left this apartment for today long ago. A technical support email address that someone once posted in my past threads is no longer valid. In fact, I had to do an Internet search to get back to this forum. The company did not improve its site, but hid things that formerly were easy to find. It is now late afternoon, several hours having passed since starting this thread. After some "digging," I found a link to this forum after clicking on a specific Nero version. However, the link froze and did not lead here. This browser is Firefox.
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  • Hi Troothteller, the recommended way to submit a ticket is described here:
    https://www.nero.com/enu/support/?&vl...
    As ist sound like you don't have the latest product installed, please follow the description under "What can I do if I am using an older version of Nero?"
    Please let me know if this doesn't work for you and I will find another way to help you.
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  • I’m frustrated
    Thanks; but I already found that link which leads to Cleverbridge, not Nero. I do not need to lookup my serial number because I already have it. I currently have no Nero installed. Support for my three programs was so bad that, anticipating that the programs would crash my system, without any real problem resolution, I chose to uninstall all of them. My most recent one is 2018 Nero Platinum. Thanks again.
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  • troothteller,

    Following the Cleverbridge serial number inquiry link, there are a number of ways specified to get support. For products before Nero 2019, there's this:



    Also, there is this nonsense:



    Good luck!
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  • I’m frustrated
    I learned that it does not even pay to write to the company. Just now I clicked that link from the German language email I received. Obviously the person responsible did not even read the letter, which I sent them twice. I did not even want this level of support in the first place. The "Live Guide" assumes that the customer has the problem installed; or it could be from the Nero KnowHow app, which I do not want on my computer. This technician responsible for sending me that email did not even understand that I uninstalled all my Nero products. I should have mentioned that the serial number lookup provides only that without any link to communicate with Nero or begin a support ticket. Sorry that your efforts on this forum this time are for nothing. I guess I was right to uninstall Nero.
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  • I’m frustrated
    Are the Nazis back in power but this time running Nero? I got a second email, again in German. What are they trying to say, learn German to speak to us? The technician sent me the same garbage that I already know doesn't work, this expectation that I run something called a FirstAidKit. Maybe they are too used to using form letters; but I have had enough. I do not know what programs I will use in the future; but I will never deal with Nero again.
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  • Very difficult now to get support for older Nero products.

    The "Customer Service" link still seems to be there, (hidden) but I don't know if it actually sends stuff on anymore.

    http://www.nero.com/enu/support/conta...
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  • It does. I used it to submit a ticket a couple of weeks ago.
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  • I’m thankful
    Thanks for both the comments and the helpful links. I will try not to associate anyone here with the company's lack of leadership. These problems are all after they discontinued support in order to induce us to buy a more recent product. Much opinion out there indicates that the newer products are not better than the previous ones. This matter is not really support, but installation.
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  • There might be some truth in your comment about "induce us to buy..." but I think the real reason is that they can't afford the number of people it would take to support all the older versions. I do agree that they have made it difficult to find the support links (other than CleverBridge). They do have the Live Guide in Nero Video 2019 but I don't see that in the other apps.

    On the other hand, I looked back at some of the threads you posted and I think you got good support from us volunteers but, I don't see any threads related to v2018.

    Whether or not the newer versions are better than the old versions, depends on what you're doing.
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  • I’m frustrated
    Fellow Nero users, past and present, it's not that we weren't able to fix Nero problems; but because of the design of Nero programs, nothing we fixed stayed fixed. Stability was also an issue in my taking all of Nero off the computer. Their technicians do not understand that I removed all of Nero as far as I could. Running their FirstAidKit did not remove it all.
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  • I’m frustrated
    Over the last two days technicians sent email messages. It took them three to figure out that I do not speak German. However, after getting two copies of the same letter at headquarters, they want me to give them a detailed description of the problem on the hard to find technical support site where they have started the thread. So, they want me to go through a detailed step to restate what they already have. Again, I had to use a major Search engine to come back to this site. After arriving at different pages before linking to this page, I had to deal with troublesome popups to the top and right of my screen. Before the end of the day I will setup a filter so that all Nero emails go to a Junk folder. It is clear that Nero wants to sell rather than provide support.
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  • I don't know what the problem is with finding this site. I use three different browsers with a link to the forum (http://www.nero.com/enu/support/?curr...&) and have no problems. Don't see any pop-ups. Maybe you should disallow pop-ups in your browser.

    If you send Nero e-mails to a junk folder, then you won't see their e-mail responses.
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  • I’m frustrated
    Go back to the beginning of this thread. I would not have had to use a Search Engine over the Internet if Nero's homepage had a link leading to either this forum or its page to submit a ticket. The popups I refer to are Nero's. Right now I use no popup blockers; but when I did they did not block those. They are ads to buy a new Nero product. When you visit most Nero pages they occur, often blocking things one would want to see like the scroll bar. Right now I received another German email when I thought they were finally straight on my not speaking German. I think I concluded my business with Nero.
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  • I see. I didn't understand which pop-ups you were referring to and am unaware of a way to remove those.

    I've already acknowledged the mess with getting support. They are also apparently supporting older versions of Nero (not sure how old) by downloading the Nero KnowHow Plus and making a submittal. However, I think Win 10 is required to use it but I didn't test it in Win 7.

    I also assumed you had saved a link to the forum after you first found it.

    If you use a translator, are they helping?

    By the way, I did find that one can activate Live Guide and submit a problem report in all the main apps of v2019.
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  • I’m frustrated
    Translator? I already indicated that I resent receiving German emails, comparing the sender to Adolph Hitler. Live Guide refers to version 2019. I have neither 2019 nor anything higher than Windows 7. This is tiring!
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  • What can I say. Apparently, they haven't gotten the picture on your language. If you want their help, it looks like you'll need to use the translator (Bing or Google) to read their responses.
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  • I’m frustrated
    I get little enjoyment from owning a computer as it is without anyone dictating to me what to allow on it. No, someone earlier in the game suggested that I use a translator. You are not getting it since these emails link to a site where the responses are in English even though the site is in German. That is why I compare Nero's management to Adolph Hitler. No, I will decide what to use on this computer. I do not even own a smartphone; so I will not download apps. Nero is lucky I chose to used its programs until they displayed such a poor level of support and even basic knowledge, excluding knowledge about their own product. All I see here is intimidation to buy their latest product, which I am not going to do having removed as best as I could the three products I already owned. Goodbye Nero for blowing it!
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  • I don't own a smart phone either. I have two cell phones but I know I can't download apps to one of them (12 years old) and I haven't checked the other one. That will probably change soon. I recently bought a new GM car with all the bells and whistles. One of the things I like to use is a navigator when I'm driving on a trip. The car I kept, has the navigator but it's on a CD. Of course, everybody got rid of CD's so, on the new one, which I'll be using for trips, I'm told I have to pay OnStar something like $55 a month to get that feature from them. However, I can also pair a smart phone via either USB or Bluetooth to the car system and use a navigator app for the display. I'm looking at a cheap ass LG ($59) to enable that.

    I'm not privy to responses from Nero to you. What exactly is your problem with v2018? What have they told you?
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  • I’m frustrated
    I ended a thread and other support tickets prior to both writing my letter to headquarters, which they received twice, and uninstalling my products. So, I am not going to reinstall these products when, as I stated earlier, they would not stay fixes. There is no point revisiting the problems for which I took all of Nero off this computer.
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  • Okay. Just thought we might be able to help you. I've got v10 through v2019 on one system and v8 through v2015 on another.
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