Wizard8000 software issue

[Davie000]

Hi, hoping someone has the answer, I have and owned a Wizard 8000 from new, and the computer crashed a few years ago, so I bought a new one running on Windows 10, again last week the computer crashed a a system reinstall had to be done, I got the software a key from Germany, and installed it, as the same as last time it did not recognise the drivers so again back in touch with Germany, only to be told there is nothing they could do and goodbye, eh what?? i emailed and emailed with no reply I got in touch with the USA Wizard who told me yes it can be done and more and more framers up grading their computers and they can't understand why Wizard Germany have told me this, and to get back in touch with them, which I did but as of yet NO REPLY! I posted on Framers grumble and a guy told me his has just been fixed with the same issue within a very short time on his own computer, Has anyone here had the same issue with their Wizard 8000 and if so how was it resolved please, My business has been on it's knees for a week and I'm getting desperate ....Thanks

[Tudor Rose]

Do you have a technical support contract with Wizard Germany? They changed the business model a few years ago when Framers Corner stopped being their distributor and UK support. My understanding (and I don't have a Wizard, just aware of previous chats about it) is that unless you have a contract with them for technical support, and pay the annual fee, they will not provide help and assistance. Just wondering if that is the issue with them not getting back in contact with you.

[Davie000]

Hi and thanks for your reply, I do not have a contract with them but did offer to take one on, the issue seems to be because I bought a computer and it is not theirs(Wizard) which seems very off as the computer they supply is not custom made for them and TBH the person dealing with me is not a technician and really not up to speed If I could bypass her and take the maintenance plan, I could get back up and running, the whole thing seems very odd indeed.

[Davie000]

So here's an update, Wizard Europe asked me to pay 795 euro which I did I asked what it covered but no reply but said until it's paid they will not get a technician to look at it. I had a new computer with a windows ten the mat designer installed and the key accepted, they as me to install a remote so they could take control, he logged in for about five seconds and immediately sent an email say not our computer. End of conversation. I booted up the 25 year old computer but unable to download the remote facility as it's a new system and won't accept windows XP.....this used to be a great company to deal with, now they are just rude and greedy, so beware anyone with a wizard, your not buying a matcutter but a computer, because the machine is only as good as long as the computer the original computer is working......I'm beyond furious....