TheRegister contacted Roxio about the problems with EZCD and windows 2000. Here is the response:
Will Roxio be compensating customers? Yes, we will refund the money they paid for the product. Again, we ask that customers contact us immediately so that we can assist them. |
Will Roxio be recalling the product?
No, based on the small number of customers that have contacted Roxio with these compatibility problems, we do not feel this is necessary. We believe we have a solution and we can fix their compatibility problems.
How did this bug get through the testing process unnoticed?
Roxio conducts extensive testing of all products before releasing to market. Successful CD burning is extremely system-dependent, and there are millions of possible combinations of OS, hardware, other software, etc. that can cause compatibility problems. We cannot realistically test all combinations and circumstances that our millions of customers have. As soon as any problem is brought to our attention, we aggressively work to develop a fix. We posted a patch last night, http://www.roxio.com/ecdc501s.html that we believe solves the "slow boot" problem.
Did Roxio have issues with version 4?
Version 4 was shipped months before Windows 2000 shipped. Shortly after Windows 2000 shipped, we released a patch (4.02) to support it. Version 4 did not claim to support Windows 2000, system support is clearly located on each box.
I think roxio is doing a nice job opening a hotline (0049 2405 45089501 (Germany) or 001 408 934 7283 (US)), support on the site and refunding customers. I think other software publishers could learn from their marketing. I know the software is mostly used by newbies and it hasn't got a lot of features but everyone has to start somewhere. Also roxio has some huge deals going on with microsoft. Just a few hours ago I received a pop-up on my WMP saying it has an update available containing roxio burning program... that will boost EZCD's sales
Source: TheRegister
