Ever since Roxio was purchased by Sonic customer service has been virtually non-existant. The web based "Ask Roxanne" should not be called "self-service" but rather "self aggrevation." Access to the support web site's on-line chat feature requires the user to find and click on an invisible link. I needed to call customer service to find it. (The user needs to scroll his/her mouse across the unmarked web page until a hand mysteriously appears and shows the link to live chat. Why didn't I think of trying that?) When I clicked on this link I found it was "temporarily" out of service due to service issues.