Johnny Mac
Occasional Forum Poster
Posts: 23
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I tried to call the Retrospect technical support phone number I have always called, 888-777-5664 and got a message about saying that they were closed and to call back during business hours (6am-3pm PDT) even though I was calling during those hours already. They said to also go to www.retrospect.com/contactsupport for more information. That page wasn't very helpfull at all finding a new number so I called Customer Service and it seems like you can't call Retrospect technical support directly anymore. Is this true?
They told me to go to:
http://selfserve.roxio.com/retrospect
to log a ticket now and wait for someone to get back to me. I've now waited over an hour and no one has contacted me yet. Why did they change this?
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Daniels
Gold Club Member
Posts: 464
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In response to Johnny Mac
Because that must be the way Roxio handles technical support. Also if you listen to the message they said they will get back as quickly as possible which could mean a couple of hours. If people submitted tickets before you they would helped first so I am sure somebody will get back to you eventually.
Also make sure to check your Junk mailbox.
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 Mayoff
Retrospect Backup Commando
Posts: 11522
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In response to Daniels
We have an new batch of tech support engineers still getting a handle on things. The total number of people doing support is much larger then we have ever had. They will be up to speed pretty quick to work on any open issues you have.
Please try to be patient during this transition period
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Johnny Mac
Occasional Forum Poster
Posts: 23
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In response to Mayoff
Does this mean that phone support is a thing of the past and there will only be electronic based support from now on under Roxio?
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DadMan
Newbie
Posts: 1
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In response to Johnny Mac
Hmm.. I'm not sure about this. I submitted a ticket four days ago, and have yet to receive a reply of any sort. All I wanted to do is to update the clients on my network...and, when you go to the new Roxio site, version 7.5/7.6 has no download available -- only 7.7, which requires an upgrade, which requires payment. Any ideas?
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Mayoff
Retrospect Backup Commando
Posts: 11522
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In response to DadMan
Phone support is available. You can open a ticket and request a callback after describing your issue or you can view the page with contact info to reach someone on the phone:
http://www.retrospect.com/contactus/
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 rhwalker
Lifetime Achievement Award
Posts: 5382
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In response to DadMan
All I wanted to do is to update the clients on my network...and, when you go to the new Roxio site, version 7.5/7.6 has no download available -- only 7.7, which requires an upgrade, which requires payment. Any ideas?
7.5/7.6 updates are in the Downloads "Archive" section. Here is the link:
Retrospect Windows 7.5/7.6 updates
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sleitner
Newbie
Posts: 17
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In response to rhwalker
how long do you have to wait before you get an answer after you send an request through https://selfserve.roxio.com/retrospect ?
I send my request 2010-07-14 and I still don't have an answer, yet.
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Mayoff
Retrospect Backup Commando
Posts: 11522
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In response to sleitner
Typically a reply is available within a few hours. Check the webticket link in the original email you got after opening the ticket. It is possible the ticket has been updated by a tech but your never got the email notification of that update.
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sleitner
Newbie
Posts: 17
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In response to Mayoff
There is still no answer, not by email and on the webticket link. My ticket number is 989990.
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Mayoff
Retrospect Backup Commando
Posts: 11522
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In response to sleitner
I see that it was transfered to a German Language agent, but for some reason it has not been given a response. I am looking into the situation so that you can get a reply. Clearly something is broken in the process in place for german webtickets.
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dnpeters
Occasional forum poster
Posts: 104
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In response to Mayoff
Has there been a change in how Retrospect support is provided or are we just talking a name change...from Retrospect Support to Roxio Support? The reason I ask is because I've previously had support problems with Roxio products, which resulted in me switching to comparable products from other manufacturers. Thanks. - Dave
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dnpeters
Occasional forum poster
Posts: 104
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In response to dnpeters
The fact that 6 days have now gone by without an answer to the question whether Roxio instead of EMC will be providing future support for Retrospect speaks volumes! I've been through this before with Roxio/Sonic, but never again. Good luck. - Dave
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Mayoff
Retrospect Backup Commando
Posts: 11522
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In response to dnpeters
EMC no longer owns the Retrospect product. They will not be providing support, because they have nothing to do with the Retrospect product line going forward.
Edited by Mayoff on 07-30-10 04:51 PM. Reason for edit: No reason given.
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dnpeters
Occasional forum poster
Posts: 104
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In response to Mayoff
Thanks Robin. I'm sure I speak for many on this forum when I say the 24/7 support you and your team have provided us over the years has been very much appreciated. I hope Roxio realizes and appreciates the first class team they're getting from EMC. Good luck. - Dave
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rviti
Newbie
Posts: 1
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In response to Johnny Mac
I emailed support and got a case number with a noreply return address. I then received an email asking for more info with a noreply return address.
I just called tech support and got the message it is closed. This is ridiculous!!!!!!!!!!!
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Daniels
Gold Club Member
Posts: 464
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In response to rviti
You need to click on your ticket number included in the e-mail and it will take you directly to the ticket. Once there you click the Reply button at the bottom of the page and enter your text and then click Update and it will add it to the ticket. It seems that initially the responds were slow as the Tech team got used to the new system but I have found that they now get back to you pretty quickly.
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06-25-10 07:42 AM -