Instruct: Classify Amazon reviews into positive or negative sentiment
Query: Abysmal on line customer support

I purchased this product in July. I have been unable to write successfuly to double layer disks. I have one ticket that has been open for SEVEN weeks. I get very generalized answers to very specific questions. The latest suggested solution was to download the lastest PX Engine, but the link provided by Roxio was only for versions 7 and LOWER. I have version 8; no link for version 8 PX Engine is available. It has been 27 days since my last update to the ticket without a response from Roxio. Totally worthless online support. There is no free phone support. Each call costs you half the price of the product. Don't waste your time or money on this product.