Tuneup Media – A Company Which Really Needs a Tune Up

by Administrator on April 26, 2011

I have been using Tuneup on my Windows PC since May of 2009. I bought the product after MusicMatch went defunct and needed a tool to clean MP3 tags and album art. I’ll admit that the product was always just average from a performance perspective – cleaning recommendations didn’t match with too high a hit rate and the user interface and user experience left a lot to be desired. Having said that, I got by with this, Music Monkey and MusicIP as ways to clean my MP3 library. Around April 21, 2011, Tuneup Media released a new version of Tuneup and the product has been unusable on my PC ever since. It seems that the company spent some time and money investing in “lots of big improvements to TuneUp: – Shiny new user interface – New Tuniverse tab integrated with Concerts and Share
– Major performance and stability improvements throughout” (These excerpts from the company’s website). Needless to say, the company should have spent some time on testing and investing in help desk and customer service resources, since the product is unusable and after pinging their help desk, I received a response 72 hours later which did not solve the problem AND should have been available in a self-help section of their web site anyway.

What’s the problem here? There appear to be a significant number of users with the same issue as mine – after posting my online help ticket, I received responses from fellow “de-tuned” users whose applications had been rendered useless AND without tangible or responsive support. I admit that I am spoiled – I expect consumer products to work, I expect companies which make a living building software to know how to test, how to document, how to support and how to provide a framework for self-help in the age of user forums and real super-users. What I experienced with Tuneup Media is a company that appears not to have its act together in any of these areas and that hopes to muddle through without embracing the true power of its user base to deliver a better product. I assume the company will survive this, that it will provide faster turnaround than 72 hour to answer support questions in the future and that they will deliver a product that has “Major performance and stability improvements throughout”. Maybe the company could use its own tune up.

TEXT HIGHLIGHTING EXCERPT FROM SUBMITTED TICKET: Since the latest upgrade, Tuneup basically is “importing tracks into tuneup” for hours. Clean is unusable, Coverart is unusable, deduper is unusable. Tried rebooting, reloading restarting, still importing tracks endlessly.

EXCERPT FROM SUPPORT MESSAGE AFTER 96 HOURS:
Dearest TuneUp User –
We sincerely apologize for the delay in responding to your Support inquiry. Due to a high volume of support requests over the past couple of days, replies are taking longer than the usual 24 hour turn around time. Please rest assured that we’re doing everything in our power to answer everyone’s inquiry as soon as possible.
Thanks for your patience and understanding.
Best,
TuneUp Media Support

EXCERPT FROM SUPPORT MESSAGE AFTER 100 HOURS:
Hello there,
Please reset the cache. To do this, you will need to restart TuneUp and while it launches, hold the Control + Shift + R keys.
Please confirm if this resolves your issue.
Thank You

This didn’t hep – I am still waiting – but why couldn’t this be in a self-help FAQ – I could have avoided waiting 100 hours for 0 value?

{ 1 comment… read it below or add one }

1 Richard Proszowski May 4, 2011 at 7:55 pm

Update from TuneUp Media after 1 week:

We are sorry that our support has taken so long. Because you have had to wait so long for a response, we’ve processed a full refund but left your activation code “active.”

Please try deleting your “CleanupDB” file.

Please note that while clearing this file resets your bins, TuneUp will no longer be able to “Undo” any tracks you’ve cleaned thus far.

– Quit TuneUp
– Open up “Computer”
– Copy and paste the following into the address bar (where it says “Computer”)

%USERPROFILE%\Application Data\TuneUpMedia\

– Delete the CleanupDB file
– Relaunch TuneUp

Do you run into the same issues after doing this?

Thank You

AND NO, This didn’t solve the problem – I posted yet another ticket

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