Bests & Worsts Reviews from Amazon

I purchased this package so that my son could record from his Xbox and learn some video editing. When it arrived, I installed the software and tested it with my video camera to make sure it was working properly. The install seemed to go fine on a Windows 7 laptop - I plugged in the hardware, the drivers installed, and the device was recognized. When I started up the Pinnacle Studio HD software the Dazzle showed in the list of available "Import From" devices; however, when I tried to import, I got an error stating "failed to get video from device". I contacted their customer support via chat (that transcript is below), when that didn't work out I asked how I could contact a supervisor and was given the general support number. When I called that number they stated that a "service code" is required to speak with someone on the phone. I entered the service code that was included with my software and was told that it was invalid. This stuck me in an endless loop and I had to hang up and call back. When I called back I wanted to see if I could speak with someone, anyone, without a valid service code - that is apparently not possible. The rep I was chatting with online offered to give me a new code if I scanned and sent him a copy of the receipt, but at this point I was 45 minutes in and extremely frustrated... After I had hung up the phone and closed down the chat, I received an e-mail stating: "Recently you requested personal assistance from our on-line support center. Below is a summary of your request and our response. We will assume your issue has been resolved if we do not hear from you within 5 days. Thank you for allowing us to be of service to you." I replied to that e-mail noting that the issue had not been resolved, etc and immediately received a reply from a "noreply" address that simply said "List has no rows for assignment to SObject". So I am left to vent here... Pinnacle apparently does not want to hear my complaints or fix the problem, so the best I can hope that others don't suffer this frustration. Needless to say, I will not purchase any products from Pinnacle again. Here is the transcript of my chat session: --------------------------- Please wait while we find an agent to assist you... You have been connected to CUSTOMER SERVICE. ME: Hi, I just installed Pinnacle Studio HD with the Dazzle hardware. All drivers, etc seemed to install correctly, but when I go to capture, I get an error CUSTOMER SERVICE: What is the error message that you get when you try to capture? ME: failed to get video from device CUSTOMER SERVICE: Are you using a laptop or the desktop? ME: laptop CUSTOMER SERVICE: I just want to know are you capturing from a camcorder or vcr? ME: Camcorder, but this was just to test. Ultimately, I am going to be capturing from a gaming system CUSTOMER SERVICE: Do you have a camcorder or vcr that you CUSTOMER SERVICE: can use for capturing? CUSTOMER SERVICE: If your going to connect the dazzle device to the computer. Did the computer recognize the device? ME: yes ME: the dazzle DVC100 shows up in the list of "import from" locations in pinnacle studio HD ME: if I click SVideo it says "no input signal", but Composite says "failed to get video from device" ME: so it sees the device, it seems to know that there is video to be captured, it just fails to get it. CUSTOMER SERVICE: It is because that there is no signal that is coming through the device. ME: that doesn't sound right ME: there IS video going from my video camera to the device through a composite video cable CUSTOMER SERVICE: If your going to capture from a game console I can't help. ME: Right now I am trying to capture from a VIDEO CAMERA ME: Still there??? CUSTOMER SERVICE: What connection did you use? ME: composite video out of video camera into Dazzle - Dazzle into USB on computer - computer recognizes device CUSTOMER SERVICE: Click the dazzle device on the import to section then click the composite cable then turn on camcorder and let it play. ME: IT SAYS "FAILED TO GET VIDEO FROM DEVICE"! ME: Is there a way for me to chat with someone else? You don't seem to get it, CUSTOMER SERVICE: It means that the connection is good but the computer cannot get the signal in order to get the display. CUSTOMER SERVICE: are you using a laptop or the desktop? ME: You have already asked me that question ME: How do I get in touch with your supervisor? CUSTOMER SERVICE: You can dial this number 650 267 5196 ME: that is a general number. who should i ask for? CUSTOMER SERVICE: Your asking for a super visor right? Just dial the number. ME: What is your supervisors name? CUSTOMER SERVICE: I apologize just dial the number. ME: I did. It will not let me through without a service code. It is telling me that the service code is invalid CUSTOMER SERVICE: Where did you purhcased the studio? Do you have the receipt? ME: Amazon.com - yes CUSTOMER SERVICE: WOuld that be ok if you can send me a san copy of the receipt so that we can provide you anew service code. ME: No. At this point, I am just going to return it and post the transcript of this idiocy so people can see what sort of customer service you guys give CUSTOMER SERVICE: Thank you for chatting with us. Have a great day! Your session has ended. You may now close this window. ---------------------------