These videos literally vanished into thin air while duplicating or generating them. Most critically, I've lost drafts of videos with weeks worth of work put into them with no help or explanation as to why. With any issues I've had, I've either lost hours fixing the problem in the studio myself and eventually resolving it, or getting no resolution whatsoever. Help may as well be non-existent because the only people who can help are Synthesia themselves. I've never had a helpful interaction or a resolution with customer service agents, although I'm sure they're doing their best. This process can take hours or even days, which can be an enormous blow to productivity while you wait. The agents on the chat feature appear to serve as intermediaries to kick issues over to whatever team can resolve issues in the United Kingdom. There is no telephone number to call to get assistance.īased on the several interactions I've had with customer service via this feature, it doesn't appear Synthesia has any subject matter experts in North America to provide the timely help. The only way to get "help" is through an INCREDIBLY ineffective customer service chat feature. An example of this recently was the inability to view and copy the entire script of a video, which was a blow for us, because we're trying to easily procure these scripts to translate and create native-language videos for a growing global workforce. Still, bugs appear in the studio each time an update happens or a feature is completely removed. Synthesia is updated frequently, which can provide new and helpful features.
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