Be advised Tmpgenc (Pegasys-inc) will deny warranty

I purchased Tmpgenc 2.5 to encode my home .MOV movies to .MPEG, then downloaded QTreader to work with Tempgenc and everything went well until I downloaded Quicktime from Apple's site, then a conflict developed with Tmpgenc that caused it to stop encoding sound. I did everything; uninstall/reinstall all of the programs repeatedly, registry fixes, etc., No way will Tmpgenc work again. When I wrote Pegasys for help and they said that because I had used a Third party plug-in they would no longer help. Here's what they said;

Dear Sir,
Tmpgenc 2.5 worked perfectly encoding .mov to .mpeg for 1 month, then suddenly would not output audio. No settings were changed to make this occur. I have QT reader plug-in. I downloaded Toolame and Lame but still no audio in the mpeg file. The source file has not changed. I have uninstalled, then reinstalled Tmpgenc 2.5 many times without success in restoring a udio. Gspot Codec Information Appliance shows audio in the output file but there is no sound.

Thanks for writing to us.
Did you recently update/upgrade your Quicktime software? Please try to recall if you've installed or added anything new on your computer right before the problem occured, and let us know.
I hope this information helps.
Sincerely,
Paul Marsh
TMPG Technical Support

Dear Paul,
Yes, I downloaded and installed the itunes/quicktime "combo" in order to get the new quicktime 7.0. Also the K-lite 2.66 Full codec pack. When the problem occurred, I uninstalled both but the problem remained. I also forgot to tell you that Tmpgenc "freezes" or "crashes" at the end of enoding leaving one second on the remaining time, then Windows has to "end" the program for not responding. Thank you for helping me.

Thanks for writing back to us, and for your patience while we investigate your issue.
Since you are using a 3rd party plug-in, we cannot offer any more support for your using it with TMPGEnc 2.5 Plus. This is because Plus does not use the Quicktime interface for reading files natively, which is why there are occasionally issues with viewing QT files in Plus.
Our other Encoder program, TMPGEnc 3.0 XPress, does use the Quicktime interface and can read QT files. If you like, you can download a trial version of this program.
I hope this information helps.
Sincerely,
Paul Marsh
TMPG Technical Support

Mr. Marsh,
Thank you for your kind reply. I see that the reply-time is long and I must be more patient. As my sole purpose for needing Plus is to process .MOV files, I must express my deep disappointment that your company does not make a functional quicktime plug-in for it. Obviously this is not due to lack of ability but rather to sell more product thereby enhancing profits. Further, obviously your company is acutely aware that Plus will become non-functional when used with Quicktime (a product shipped natively on PC's supporting Windows Operating System-the same PC's for which Plus is expressly designed!), and since no warning whatsoever exists on your website regarding this disfunctionality I must request that you provide me the option to exchange my purchase of Plus for Express 3.0 at the User's Discount. (If this is satisfactory I will also purchase the accompanying A C3 plug-in.

Thanks for writing back.
Make the above request to the original purchase email. This is all I can advise you with, as these matters are handled by someone else and I cannot guarantee that your request will go through, as it is not our policy to offer refunds or exchanges. However, please still try and see what happens.
I hope this information helps.
Sincerely,
Paul Marsh
TMPG Technical Support

 

UPDATE

I sent the above request to Pegasys Corporate last month and have never received a reply.

Nice people!

 

Well it is True that Tmpgenc has Never Officially Supported Mov Files and the QT Mov Plugin was written By someone with absolutly No Connections to Tmpgenc which Is why I can see that they won"t give you a Refund as Tmpgenc has Never Supported the Mov Format and they can not be held Responsible because a Plugin that they have no connection to doesn"t work....

The Mov Plugin actually hasn"t even been updated since it"s release about 5 Years ago which is Probably why it has Problems with newer Quicktime versions......

If you can Learn how to use "AVISynth" with Mov files then you can Continue useing Tmpgenc to encode as AVISynth Fools Tmpgenc into Thinking the File is a Supported Format.....

If the Problem is No audio output then you can use a Program Like "RiverPast Video Cleaner" to extract the audio from the Mov file in Wav format and then use the wav file as the audio source in Tmpgenc and use the Mov as the Video source......

Good Luck

 

Thank you greatly for your perspective Minion. It is one that I share. I do not hold Pegasys responsible for QT's conflictions, only that they offer an exchange/upgrade (for which I would pay) since they have the ability to easily make their own plug-in for Tmpgenc-but do not, surely for profit enhancement, plus nowhere in their license do they specifically mention third party plug-in disclaiment. Anyway, it is the single worst business practice to not reply to request.

Thank you also for the info on Avisynth. I didn't know that it could be made to work for Tmpgenc. I read the information file that came with it and was totally DAUNTED! Have not a clue how to write a script to accomplish this goal but I will read the AD guide; http://www.afterdawn.com/guides/archive/avisynth_tutorial.cfm and try my best.

There is no way to sufficiently express my gratitude to you.

 

There is one thing I don"t think I mentioned that you might not have Tried...

Have you Tried Raising the Priority of the "QT Mov File Reader" in Tmpgenc"s "Vfapi Plugins" settings??

This will Give Full Priority to decodeing Mov files which might get the audio Working, It also Might not.....

Just a Thought....

Good luck