How long normally before tech support responds?

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zazoo1999
Posts: 6
Joined: Sat Jul 01, 2017 2:54 am

How long normally before tech support responds?

Post by zazoo1999 » Sun Dec 16, 2018 1:48 am

I notice that there is no longer a forum around technical issues. Just a link to the formal tech support process so I have to ask a question here.

How long to they normally take to respond? I submitted a request two days ago and haven't even had an automated email acknowledgement that I have an issue.

I called the phone number and even though I was clearly within their window for hours they are open I get a message saying I was calling out of hours, which wasn't true.

Not a promising start for my paid upgrade to Live 10. :(

Any insight into what my expectations should be around technical support would be appreciated. Thanks.

McAnix
Posts: 409
Joined: Mon Jan 14, 2013 7:42 pm

Re: How long normally before tech support responds?

Post by McAnix » Sun Dec 16, 2018 6:22 am

You should have received a confirm email, open another ticket. I also think they are quite busy this time of year, but still, you should've got the confirm.

From my experience Ableton's support is pretty good, better than most places. This forum is also very helpful, I've had forum members here see my problem far quicker that Ableton. Sometimes I open a ticket and start a thread at the same time, I can figure out the problem way quicker.

Mark Williams
Posts: 175
Joined: Sun Aug 10, 2014 2:43 pm
Location: Deal, Kent

Re: How long normally before tech support responds?

Post by Mark Williams » Sun Dec 16, 2018 1:09 pm

Support is open Mon -Fri try calling back then.
Live 10,Push 2, Maschine MK3, NI KK S61 MK2, Focusrite Scarlett 18i20, Softube Console 1 Mk2, Deepmind 12D, NI Komplete, Minitaur 12,TC Electronics M1XL, Waves PC Beta tester
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