I ordered my first DVD for a client and she said the packaging is beautiful but the slideshow is cut off at the end. I've submitted a support ticket and haven't heard anything from them. I take customer service very seriously and I don't know what to tell my client. I submitted another question about a month ago and I haven't received any answer from the ShowIt support team. Does anyone know how I can have someone from ShowIt support team to reply to my questions? This is very frustrating!

I had to contact them once. It took them about 3 weeks to email me back. I had my problem solved myself after about 2 days. I was not impressed with the customer support.

I will chime in here- I too have had a hard time with the response time. Most of the time it is a couple of days. I had the customer support team really wow me by helping me with a technical problem I was having- above and beyond, I feel they went. But then with another issue- a remake, I was told it would be sent, but almost 2 weeks later- still no sign of the remake. So, I love em and I "hate" em- not really, but that is how the saying goes. It can be a bit frustrating I know- the one thing I really wish they had was a phone number to call. Maybe they do, but I am not seeing it. Try to email them again and see if that helps.

I am sure your client is a little disappointed- sorry to hear that.

I had a problem installing Show-It on my new machine a couple of weeks ago, and I needed a new registration code, so I entered a support ticket. They never responded - but they did issue a new registration code the next day.

So someone read my ticket and acted on it right away - just never responded.

Typically the reason for a wait on tech support is spam filters. We send replies within 48 hours but certain servers block us and then you don't get a response.

Christine - you received an answer today so can you please tell me when you submitted your ticket?

Please do let me know directly if you ever have to wait more than 48 hours for anything.

Hey Christine thanks for the email and I'll have the support guys answer the techy questions but I assure you that we did respond within a few days to each of your requests. I'm not sure why the initial responses where blocked but I'll have them look into that as well.

As for DVD quality - that is standardized across the world and TV resolution advanced far quicker than DVD resolution so until they standardize what HiDEF solution the world is going to accept there is no way for anybody to produce on-demand shows for TV as clear as those on the internet. It appears that this next year will be the year that it all catches up which will be wonderful for everyone.

Thanks for posting up here and if you ever don't hear back be sure to post up because it means the email got blocked.

Cheers,
DJ

Hello Christine,

Sorry about the problem, I checked the support system and found that you had 4 different tickets in the system. Your original ticket encountered a problem during processing that caused it to go unanswered for a month when it was forwarded to a developer and we apologize for this mistake.

Once you brought this to our attention by responding to the ticket, it opened again and we also received 3 new tickets from you. Ticket "LDS-601904" has the response from Cassandra for both of your questions and this was sent on November 29th with no other responses back from you. When that response was sent, we closed all four open tickets from you and were awaiting your response. We will look into your order and reprocess the DVD you had a problem with, but in the ticket response we mentioned the problem that your Showit Web show was no longer at the URL in the order for us to be able to correct the mistake.

We do our best to respond within two business days, but sometimes when a ticket is regarding a technical or possible bug issue it can take a little bit to track it down so there is an initial response and then a follow up.

We would ask that you stick to opening one ticket per issue and respond to that email so that all communication can be followed within one ticket. We are continuing to grow and are hiring additional people to address the demand and improve support, we thank you for your patience and we really are trying to do our best to help your business succeed. Thanks,

Todd

I contacted them via their ticket system 3 times and I got responses immediately. My questions were not FAQs but more complex ones regarding customization... I'm a happy camper.

I purchased showit web last week. I never got a reciept or anything! When I log into my account through showitfast.com on the activation code it says "Error Generating Code". I'm not quite sure what to do. I purchased Showit Web Lite 2.6. I contacting customer support and it's not getting fixed! Please help!

I just had a great experience with Show-it's support. I made a mistake and they quickly remedied it



Tiffany, I'm sure they will take care of you quickly.

Welcome to OSP!! Go horns!!

Hello Tiffany,

Can you please tell me when you submitted your support ticket? I responded to your email to me within 30 minutes but I would like to know when you contacted our support team so I can make sure our response times are being met.

The problem comes about when your account is generated on the DVD store before you buy the app but if you contacted the support site and didn't hear back I would like to know how long you waited before posting here?

Thanks,
DJ

How do you submit a support ticket? The ShowIt-DVD web site only has a contact page with an email address and I poked around a while and didn't see an area where you're supposed to report problems. I emailed the address on the contact page to report my problem, but where are you all seeing the whole TICKET process? I'm afraid my email will get lost in the system and I really need my problem to be fixed.

I ordered two DVDs and both of them go blank near the end and just stop. It's so frustrating. I hope these can get fixed and replaced in time for my client to give them to his grandparents for Christmas. Ugh. I feel horrible. He's my best client ever! I just CAN'T tell him I didn't get his stuff in time! HELP! DJ!

Hey Jules - Sorry about that error. We will certainly get new DVD's out to you and please notify the support team of your order number and the what the problem was here.

Ok, I did that. Thanks DJ!

Great! I'm sure they'll get you new disks asap.

Everything resolved. Thank you!

I spoke too soon. I got this email from my client who received her second DVD.

"Hi, Christine. I just received the second copy of the slideshow and I hate to tell you this again, but it is no different than the first copy. It does the same thing...the music just stops and doesn't trail off and the quote and ending picture isn't there as it was in the original. What do we do now? I know this isn't what you wanted to hear, but......
Let me know what happens now."

Doesn't anyone check to see if the problem has been corrected before sending the DVD out to the same client again? This is really frustrating. What do I do now? Can I issue another ticket or should I just reply to the last email from the showit support tech?

My client's in-laws were going to order the DVD too but I don't think it's going to happen now.

DJ, help!

I would open a new ticket AND respond to your earlier ticket with the new ticket number.

I hope you get it resolved very soon ...

Hey Christine,

We're sorry about the problem and we are looking into why your shows are creating errors but not reporting them. We do have a system where the shows are checked and if they error out it alerts us but apparently the issue with your shows isn't sending out the alert so we're looking into why that is.

As you know there are so many pieces to creating DVD's and even with professional level equipment things get crazy but we are doing our best to solve all the quirks as quickly as possible.

My apologies and our technical dudes are looking into it right away.
DJ

I understand. Thank you, DJ. Hope to see this resolved soon.

You're scaring me because what you describe happened to your dvd is pretty much what happened to mine -- pictures went blank near the end of the show, then the music just stopped and it jumped straight to the replay button. I really hope the remake fixes it.

Since it already happened to me, I think they'll make sure it doesn't happen to anyone else.

David,

I ordered some books from Amazon about 3 days ago. Still waiting.

lol

Well, since you mentioned it DJ- I had a reorder for a DVD back in early November. As of today, I still do not have the remake, and my client is trying to wait patiently as am I. I have been told by Cassandra a few times that they were sending me a new one ASAP....but how many weeks later????and no sign of the remake. Can you help me out with this one? Other than this, the support has been great, but I HATE- (I don't even like using that word) but I HATE having to contact my client every Friday and tell them, that unfortunately, the DVD has not yet arrived.

Thanks for any help.

Hey Tawna,We'll look into why your show hasn't arrived and why it had trouble in our system. We are currently shipping everything Priority mail and have successfully delivered over 500 shows since the beginning of November so it's really odd that yours didn't ever make it but if there are continual problems processing a show then it can get delayed for reasons outside of our control. We do the best we can but with custom and on-demand DVD creation there are issues that sometimes can't be resolved immediately and we appreciate your patience.Cheers,DJSounds like sending you a new registration code is a good response ... were you hoping for something different?