"Roxio has managed to build the most impressive business based on a complete lack of finished products, service, and customer care. With absolutely no regard to their customers, they continually sell products that do not work, refuse to assist customers in getting their products to work, and actually insist that it's the customer's job to run around looking for solutions from...other customers!

For some reason, my wife insisted on getting the latest Roxio product for CD burning, that is, until I made HER start installing it, which always includes Fixing it, right out of the box.

Now she wants Nero. Go figure.

From the very first version I used, back in 1999, to version 9, I have yet to have it work properly out of the box. There's always a patch, fix, workaround, or ATAPI driver in hunt for and install. Every Time!

They're rude customer disservice reps hate their jobs, and especially hate those who give them jobs, that is, the customers.

I will say this for them, years ago I had a broken installation CD, and they did replace it with a minimum of fuss. I don't remember if they charged me for it, but if they did, it wasn't a lot, or else I would have remembered.

Aside from that one, lonely, incident, they're reps have been exceedingly rude and useless.

The best you can hope for is for them to point you towards a forum, so some other customer can help you.

Oh, and if you want to update older versions, forget it. They expect you to pay full retail price every year.

Avoid!"

"I stupidly tried to update my Roxio/Sonic software on my Dell laptop for only $69.99 the "upgrade" did little but crash my computer - tech support ? contact ? NO such thing you can "chat" with a robot - with limited knowledge , never get real support. uninstaled Roxio and got Nero - works fine - couldn't get my money back as i couldn't contact anybody"

"(October 20th, 2004 -- Email sent to Roxio regarding Order ID #200410190820ROX585033:)
When Roxio sent me the special invitation to to upgrade my Roxio CD Creator version 5 for $40 for a limited time only, I thought Roxio was offering the latest version, so on Tuesday, 19th of October 2004, I jumped on it before Roxio had a chance to change their minds.
So, I'm asking, "If do decide to still get version 7, is it possible to upgrade from this to the new one for another $40. Still considering 7.0 but not for $120 ($40 + $100-$20." Somehow this seems kind of sneaky. Watch what you are upgrading to, before you accept an offer as being a must accept. It looks like Roxio fooled me into upgrading to version 6.2, hoping I will pay another $100 to upgrade next week to version 7.0!

(sent to Roxio on 11/8/2004 4:40:09)
I've tried out your Roxio Easy CD & DVD Creator 6.2 and have found it is not for me! The Disk Copy does not like my DVD/CD Reader (all music CD's are seen as incompatible blank DVD's in version 6 -- but seen fine by other peice of software, including the EOM version 5, of Roxio) and the Sound Editor really doesn't seem any better that the $7 RIP Vinyl program I already have. The rest of the program is of little use to me, as my program of preference is still Microsoft Media Player versions 9 and 10 for most storing and burning of CDs. And, For RIPping cassettes, I still prefer RIP Vinyl. Is there a process for returning Roxio 6 and getting my money back? I have already uninstalled version 6 off my computer and put version 5 OEM back onto my computer.

(November 10th -- Roxio's Response:)
Roxio has an unconditional 15-day money back guarantee for all products purchased directly from Roxio via our online store or Inside Sales. Please contact our shipping department at 1-***-***-**** for a refund if you purchased through one of these two methods. If you are having a problem with our software, we may be able to resolve your issue either over the phone or by e-mail. Please contact us and we will be happy to assist you. Customer Service: 1-***-***-**** (M-F 9:00am - 6:00pm EST) Technical Support: 1-***-***-**** (M-F 9:00am - 6:00pm EST)

After a few calls to Roxio, being given other numbers, technical support, and then for a refund, I was told that I was no longer eligible for a refund and allowing me to upgrade to version 7.0 for 6.2 for $40 after only a month of use was out of the question.


(November 24th) After thinking about it for a few weeks, I decide to post my experience all over the internet in hopes of saving other potential buyers from the same misfortune.
Do NOT buy anything from Roxio or any other company that does not sell their product in a demo form. Roxio will try to trick you into buying an old version that doesn't quite work at a discount hoping you will upgrade for $100 more. They offer a 15-day return policy, but ignore your emails during the first fifteen days. After 20 days, they will respond your new emails, by letting you know you were eligible for a refund during the first 15 days. TRY IT: Download it one day and email the day after. They'll respond, but they never offered my money back. Instead, they will wait until 20 days and email you that you were entited to a refund during the first 15 days.
DON'T BUY FROM ROXIO. THE DON'T HONOR THEIR advertised REFUND POLICY!
"

"I have Roxio 6. Seduced by Roxio's emailed barrage of how great version 7 is I ordered it. However, it turns out that version 7 is not backward compatible with version 6. During installation of 7 one is advised to leave version 6 installed "to avoid problems in reading media recorded on version 6. There is no mention of this problem in the manual (which is so cheap you will need a magnifying glass to read the tiny faint print) and one doesn't find out about it until you've broken the software seal and tried to instal it. I emailed them asking if it was imperative to leave version 6 installed and in reply received one of their canned "knowledge base" replies. I had researched and read it previously and it did not address the issue. I emailed them again asking them to please just answer my question. I still want for the courtesy of a reply.

I am switching to Nero and I am sending Roxio 7 back. Of course there's no mention of RMA's etc on their site so I'll dispute the charge with my credit card company on the basis that Roxio did not disclose the problem up front.

Userisme."