Caduceus
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burypromote
+1

Caduceus reviewed on 13 Nov 2012
November 13. 2012

Today I contacted GenAudio via e-mail and asked whether AstoundSound for Mountain Lion will be released in 2012 as stated on their website or if development been halted?

Within a couple of hours I received this response:

"GenAudio is focusing on other business efforts and has yet to determine if the AstoundSound Expander will be revived or discontinued. We will continue to evaluate this decision."

Based on the amount of time that has passed since the software was upgraded for Snow Leopard and the above reply, I wouldn't make any bets that AstoundSound Expander is going to be "revived."

That is a shame because I think that it significantly improves the sound quality when using small external computer speakers.
[Version 3.0.2]



burypromote
+11

Caduceus reviewed on 31 Oct 2011
I would like to confirm what others have written about Nuance's terrible customer support...

Today I wanted to install Dragon Dictate 2.5 on my new MacBook Pro. Normally all this would entail is logging-in at the product website and clicking a download link. But apparently when I purchased my upgrade it was through Digital River, not Nuance, so the Nuance website did not have a record of my purchase and i could not locate an e-mail confirming my purchase. (Normally I am very good about saving this kind of thing but unfortunately I cannot find it among all my software registration information.)

Fortunately, my 2.0 license key works with 2.5 even though the Nuance website only lists 2.0 under the license. A customer service rep informed me that the 2.0 license will work fine with 2.5 but it isn't noted on their website.

So I called Nuance. Over the course of 1+ hours I dealt with four different customer service reps and was given at least two toll-free numbers to call. There were long wait times before I was connected to a rep. I was also disconnected during one call...

Two of the reps were no help at all and dealing with them was made more difficult because apparently I was connected to an Indian call center with a poor connection and reps with thick accents.

I was finally able to obtain my order number but I was told to call Digital River since the upgrade had apparently been ordered through them. But when I spoke with Digital River I was told that since my free download period had expired I would have to either buy a physical DVD or pay a fee to extend my download accessibility. When I complained about this policy the rep offered to send me a download link as a courtesy to me.

That was nice of the rep, except for one thing: the e-mail never arrived. Considering the trouble we had communicating (I had to repeat my order number three times...) it's quite possible that she did not write down my e-mail correctly.

I finally did what another reviewer said that he wound up doing: I copied Dragon Dictate to my MBP as well as the Dragon folder from My Home Folder/Library/Application Support. The Dragon folder contains the license file as well as profiles, etc. and Dragon is now installed on my MBP.

I am usually very patient with customer service reps and I have had positive experiences working with customer service based in India. But Nuance's poor customer service and lack of easy license access for existing customers is the worse I have ever experienced and it is simply inexcusable in 2011.

I cannot say anything about the actual usability of Dragon Dictate because I haven't done much with it previously. However, based on my experience with Nuance customer support, it will really have to shine before I will consider upgrading in the future.

I hope that someone at Nuance takes the time to read comments at MacUpdate because the company really needs to improve the way it handles its current customers...
[Version 2.5.1]



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