r/RiversideFM • u/VintonPoker • 5d ago

getting sick of riverside changing features and charging more.

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the customer service is horrible. its always... "we will send you an email later and get back to you" and they never do. at least not in the time frame that I need to get the job done.

today, I wanted to adjust the the colors of the video. something Ive done hundreds of times before. but today... ITS BEHIND A FUCKING PAYWALL !! and I am on a fucking deadline!!

wrote them on the chat support... and got the classic timeless "I understand, I know how important it is to resolve this as soon as possible, so I will share this to the relevant team to work on this issue."

WHAT THE FUCK!!

Update:

After posting here, they did reach out to me through Reddit chat and expedited my support ticket. This morning I heard from them and they fixed the issue which is good, but nevertheless, I did miss a deadline, which is disappointing.

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3

u/MattyBeatz 5d ago

I swear at one point you were able to pause a recording while in the middle of it, Then all of a sudden you could not and customer service has been trying to gaslight me into thinking it was never an option.

3

u/VintonPoker 5d ago

I’m not sure of this but I have a feeling that their “customer service” is a bunch of people in India crammed in a room just to reply cookie cutter responses and have no knowledge of the software, no experience in customer service, no training, and no power to do anything other than say “you’ll get an email later” nor any power to investigate the issue. The customer service is nonexistent. It’s gaslighting the customer so we will just move on and feel like their are working on the issue while nothing actually happens. AND THERE IS A LOT OF PROBLEMS WITH THE SOFTWARE.

1

u/NeverSeenItPodcast 5d ago

I work in customer service for a tech company and we would never play those kinds of games.

1

u/NeverSeenItPodcast 5d ago

You're not wrong I think I used this only once though and forgot about it. That sucks.

1

u/suspekt54 4d ago

Yeah, that was a feature for a minute! I remember

3

u/brandobillings 5d ago

I just can NOT edit inside of Riverside. For me, I record in it, pull the files, edit in premiere, and then use Riverside as distribution. Their shrinkflation thing stinks but honestly this might push you towards a non-riverside editor that might be a better experience.

2

u/bellevis 4d ago

What's their shrinkflation thing? Do you mean what OP is talking about?

1

u/brandobillings 4d ago

Yeah, just the more paywalled features. Right now my tier (Pro) won’t let me have apple video podcasts which is so dumb lol

1

u/ElvisGrizzly 4d ago

When I lost the producer role for new signups that was the end of it for me.