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Error

Gesnersouza
Not sure If I opened this thread at the correct location..

I have spent credits with some videos and I cannot open two of them. For both, I received the message "This item was encoded in a format that's not supported" Error 0xc00d5212. The files are .mov

The others I've bought are .mov as well and are working fine...

Any help?

Thank you.
Posted: 02/08/2018, 18:24:03 PM
Malinash
Admin
Please email us at support [@] dreamstime dot com, include a screenshot with the error, offer us more details, the videos IDs. Issues with accounts can only be solved privately.
Edited: 02/09/2018, 01:03:18 AM by Admin
Gesnersouza
Message sent.
Need an answer asap, must deliver a project with those videos this Saturday.
Thank you.
Posted: 02/09/2018, 17:17:10 PM
Gesnersouza
Well..
No answer so far, totally ignored by support, even telling them I have a project to deliver today. I thought I was dealing with a professional company but I was wrong.

Two videos I have paid and downloaded that simply does not work.

@Malinash, as an Administrator I can address this to you: I still have some credits and I want them back. I also want the credit spent with those two videos that does't work. I will not spend my money at dreasmtine anymore, I am not confident the videos will play after download them and the support is not efficient and fast when needed with customers. Please tell me how to proceed.

Thank you.

Posted: 02/10/2018, 06:31:54 AM
Therealdarla
It's not support's problem if you waited until the last minute to download a video.

It's also not their problem that you tried to contact them first by posting in the forum, instead of calling, emailing directly, or opening a chat window.

You won't get your credits back by posting here, you have to talk to support directly, as Malinash told you already.
Nikon D70, standard lens
Edited: 02/11/2018, 09:38:35 AM
Malinash
Admin
This is the reason we always recommend you contact support first. Posts on the message board can be seen later or, for some reasons, overlooked. We always respond as quickly as possible by email if you contact us during regular business hours: Monday to Friday, 9 AM - 7 PM EST.

Please provide the inquiry number you received after emailing us so we can check your situation. Thank you.
Posted: 02/12/2018, 00:54:20 AM
Gesnersouza

Originally posted by Therealdarla:
Quoted Message: It's not support's problem if you waited until the last minute to download a video.

It's also not their problem that you tried to contact them first by posting in the forum, instead of calling, emailing directly, or opening a chat window.

You won't get your credits back by posting here, you have to talk to support directly, as Malinash told you already.


It is support problem if the video does not work, it does not matter if it was dowloaded in the last or first minute. Any service and product must have quality, at any time. You can think differently once we are different.

Anyway, thank you for your message.
Posted: 02/12/2018, 07:36:37 AM
Gesnersouza

Originally posted by Malinash:
Quoted Message: This is the reason we always recommend you contact support first. Posts on the message board can be seen later or, for some reasons, overlooked. We always respond as quickly as possible by email if you contact us during regular business hours: Monday to Friday, 9 AM - 7 PM EST.

Please provide the inquiry number you received after emailing us so we can check your situation. Thank you.


Thank you. Support finally has contacted me.
Posted: 02/12/2018, 07:38:25 AM