DO NOT DOWNLOAD MOVAVI: Support non-existing

[muvuth]

[Before we start and In case you're wondering: the problems for which I'm trying to receive support are with A) choppy video despite good hardware, and ONLY on Movavi, not on other software, which is a pretty big problem, and B) I can't open a functioning file from a previous version of Movavi, which is another pretty inconvenient issue if you've spent hours on a project]

Emailed them April 20, no response. Email them again on May 3, no response.
Used their online form to open a ticket. I received the exact same automatic email as when I emailed them, so I guess they are the same.
The auto response email suggests using the live chat, and so I did.
"You are No.1 in the queue. Please wait for a moment". Number 1, can't take too long. Been here 23 minutes and counting. Are they sexting or what?
The live chat suggests leaving a message if you don't want to wait. If you click where it says, it redirects you to the online form to open a ticket - which suggests using the live chat - which suggests opening a ticket - and here I am.

It's cheap, and you get what you pay for. So, no, DO NOT download this software.

[muvuth]

45 minutes and counting

[muvuth]

1 hour! Congratulations!
But the message has changed: it says "all our operators (how many can you have and how busy can they be, so that I'm number 1 in queue and none of them is free?) are occupied", and then proceeds to suggesting to email them. EMAIL them! Which in turn suggests to use the chat.

Guys, I don't want to be rude, but you really need to get your sh*t together

[Movavi]

Originally posted by muvuth:

[Before we start and In case you're wondering: the problems for which I'm trying to receive support are with A) choppy video despite good hardware, and ONLY on Movavi, not on other software, which is a pretty big problem, and B) I can't open a functioning file from a previous version of Movavi, which is another pretty inconvenient issue if you've spent hours on a project]

Emailed them April 20, no response. Email them again on May 3, no response.
Used their online form to open a ticket. I received the exact same automatic email as when I emailed them, so I guess they are the same.
The auto response email suggests using the live chat, and so I did.
"You are No.1 in the queue. Please wait for a moment". Number 1, can't take too long. Been here 23 minutes and counting. Are they sexting or what?
The live chat suggests leaving a message if you don't want to wait. If you click where it says, it redirects you to the online form to open a ticket - which suggests using the live chat - which suggests opening a ticket - and here I am.

It's cheap, and you get what you pay for. So, no, DO NOT download this software.

Hello!

Please, accept our apologies for the delay with the answer, at the moment we are overloaded with requests and cannot always respond promptly. We are sorry to keep you waiting. Please indicate the six-digit request number issued to you by our support team so that we can find your request and resolve your problem as soon as possible.

Best regards,
Movavi team

[muvuth]

Hello Movavi Team,

Short answer: 1071149 (but that was only about the video I can't "recycle" from Movavi Editor Trial. I would open a new ticket for the choppy video, but I can't see the point in doing that.

Appropriate answer: I hope you understand my rant, but 3 weeks with no reply at all is too much for someone who paid - some free services have better support. Not even a weekly acknowledgement like "we have your ticket, but no time to take it, we'll get back to you soon"? That would be a good automated email, no extra work for you. Along with this, non-functioning chat that tells me to wait as I'll be next but never works is enough to make anyone frustrated and regretting the purchase. Just speaking honestly.

[Movavi]

Originally posted by muvuth:

Hello Movavi Team,

Short answer: 1071149 (but that was only about the video I can't "recycle" from Movavi Editor Trial. I would open a new ticket for the choppy video, but I can't see the point in doing that.

Appropriate answer: I hope you understand my rant, but 3 weeks with no reply at all is too much for someone who paid - some free services have better support. Not even a weekly acknowledgement like "we have your ticket, but no time to take it, we'll get back to you soon"? That would be a good automated email, no extra work for you. Along with this, non-functioning chat that tells me to wait as I'll be next but never works is enough to make anyone frustrated and regretting the purchase. Just speaking honestly.

Hello!

Please accept our apologies for the delay in answering. We are sorry to keep you waiting.

Our support specialist has answered your request #1071149. Please check your inbox.

Best regards,
Movavi team

[Andrek79]

muvuth Did they finally resolve this? I can understand support issues and delays due to this lock down/work from home stuff that many companies were not prepared for. Though I wanted to make sure that this did get resolved before I decide to pick up their product one sale.

[Dorkus Klappsaddle]

Yeah, my finger is hovering over the refund button, because I too, have choppy video with good hardware. What did they recommend for you?

[Movavi]

Originally posted by Andrek79:

muvuth Did they finally resolve this? I can understand support issues and delays due to this lock down/work from home stuff that many companies were not prepared for. Though I wanted to make sure that this did get resolved before I decide to pick up their product one sale.

Hello!

Most of our users work in Movavi programs without experiencing any problems. If you have any problem, you can always contact our support team and we will help you solve the problem.

Best regards,
Movavi team