Ableton Support

Discussion of music production, audio, equipment and any related topics, either with or without Ableton Live

What is your experience with Ableton Support?

Excellent
34
51%
Very Good
15
22%
Good
10
15%
Average
3
4%
Poor
2
3%
Awful
3
4%
 
Total votes: 67

objectman
Posts: 37
Joined: Mon Oct 22, 2007 5:12 pm
Location: Perth, Western Australia
Contact:

Ableton Support

Post by objectman » Mon Jan 14, 2008 1:54 am

I love Live 7 (even with its problems) and I'd really like to upgrade to Ableton Suite. But I've quickly come to realise that software development isn't Ableton's achilles heel.

Perhaps this poll will shed some light on the situation. Please - no Ableton co-horts, friends, employees or sicophants. Just honest answers.

I really want to know where to spend my music money and I'm a bit disappointed with Ableton Supprt to say the least..

Any thoughts appreciated (should this post last that long).

leedsquietman
Posts: 6659
Joined: Sun Nov 19, 2006 1:56 am
Location: greater toronto area

Post by leedsquietman » Mon Jan 14, 2008 2:59 am

I voted very good. They have always responded to my e-mails and enquiries in a timely manner, even the edu upgrade from L6 to L7 Suite download at a crazy time when everyone on the planet wanted it took only 4 business days to process.

I have e-mailed them twice about bugs and got a response within 2 business days on both times and they acknowleged receiving my educational verification within 2 days and apologised that it might take an extra day or two to process the order.

I find them respectful too and they don't want to strike back at you and give you robotic customer generated responses unlike Steinberg. If you want to see poor customer service that then look no further than Hamburg HQ for Steinberg, rude, snotty responses where they love to argue, deny things, take an eternity or ignore you completely. And in terms of stability and bugs look at the cubase.net forum, it's like a disaster zone and they lock threads and ban you if you criticize too loud.
http://soundcloud.com/umbriel-rising http://www.myspace.com/leedsquietmandemos Live 7.0.18 SUITE, Cubase 5.5.2], Soundforge 9, Dell XPS M1530, 2.2 Ghz C2D, 4GB, Vista Ult SP2, legit plugins a plenty, Alesis IO14.

dcease
Posts: 2405
Joined: Fri Oct 05, 2007 4:43 am

Post by dcease » Mon Jan 14, 2008 3:06 am

never really bothered 'em too much, but always got serials quick, no hassles, and the couple of times i think i might have e-mailed 'em, i got a response soon...

timothyallan
Posts: 5788
Joined: Wed Nov 24, 2004 11:05 pm
Location: Melbourne Australia
Contact:

Post by timothyallan » Mon Jan 14, 2008 3:18 am

I've had nothing but awesome support from them. Usually within the same day and it's always worked out great.

Cyberstar
Posts: 385
Joined: Mon Jan 08, 2007 8:23 am
Location: A musical space within my mind

Post by Cyberstar » Mon Jan 14, 2008 4:50 am

leedsquietman wrote:If you want to see poor customer service that then look no further than Hamburg HQ for Steinberg, rude, snotty responses where they love to argue, deny things, take an eternity or ignore you completely. And in terms of stability and bugs look at the cubase.net forum, it's like a disaster zone and they lock threads and ban you if you criticize too loud.
I totally agree with you about steinberg even tho i still use cubase.
As for the Abes I have always been treated kindly and they have always responded to my emails in a timely manner.
3.6 GHz i7-9700K 8-Core|Win 10 64|MOTU 16a|Push 2|Live 10.1.15 Suite|Komplete12|Studio One V4|Reason 11|Zebra 2|Omnisphere 2||
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http://soundcloud.com/nomar161

D K
Posts: 1544
Joined: Thu Feb 19, 2004 12:21 am

Post by D K » Mon Jan 14, 2008 5:18 am

the only ting i can see is that this software is gaining users so fast they're probably having a hard time keeping up.

Tarekith
Posts: 17799
Joined: Fri Jan 07, 2005 11:46 pm
Location: Ableton Forum Administrator
Contact:

Post by Tarekith » Mon Jan 14, 2008 6:00 am

D K wrote:the only ting i can see is that this software is gaining users so fast they're probably having a hard time keeping up.
Like with the Live 7 updates? That's the first time I've seen the Abe's take so long to get things sorted for most people, otherwise their support is excellent.
Tarekith
Ableton Forum Administrator
Inner Portal Studio - Professional Audio Mastering

ernene
Posts: 384
Joined: Wed Jun 16, 2004 3:46 pm
Location: Rome

Post by ernene » Mon Jan 14, 2008 6:04 am

I just contacted them a couple of times... and everything was as I expected to be: clear, fast, nice..
Anyway, I normally try not to ask anyone anything that can not answer/give me...
But human being tend to make mistakes, so if one day I feel they're not being as I expect from them, I could close one eye a couple of times, take a deep breath, and wait for the good move...

Native Instruments, for example, had burn their chances... :roll:

D K
Posts: 1544
Joined: Thu Feb 19, 2004 12:21 am

Post by D K » Mon Jan 14, 2008 7:38 am

Tarekith wrote:
D K wrote:the only ting i can see is that this software is gaining users so fast they're probably having a hard time keeping up.
Like with the Live 7 updates? That's the first time I've seen the Abe's take so long to get things sorted for most people, otherwise their support is excellent.
nah, i meant like the posts of folks waiting for delivery and serial numbers.
but you do have a point about the updates, well made!

Pasha
Posts: 3250
Joined: Tue Dec 27, 2005 12:45 pm
Location: Lost Island
Contact:

Post by Pasha » Mon Jan 14, 2008 8:11 am

I voted Very Good.
Except the 'black hole season' started before Christmas 2007, when they probably took a big rest after rushing Live 7 oout of the door,
their answers were always very fast.
Moreover they seem to listen the customer base when it comes to new features adoption. Don't expect this to be the rule though. If your request matches their (hidden) Statement of Direction you will be pleased to find your requested feature in an update or in the next version.
They are also very kind and relaxed on Sales & Activation matters, give you suggestions and help. I had a problem with every Live 6 update. Every time I activated I have to activate a second time shortly after the first. They had all this requests on their server and understood that i could have been an issue with my setup. I had root activated on MacOS X and that caused the problem. Fixed. Furthermore they reset my activation count to 1. I have never had such a good, fair and passionate service.

- Best
- Pasha
Apple iMac 2013 / Macbook Late 2012
Live 10 Suite,Zebra ,Guitar, Bass, VG99, JV1010 and some controllers
______________________________________
Music : http://alonetone.com/pasha

mosca
Posts: 1110
Joined: Mon Dec 15, 2003 2:16 pm

Post by mosca » Mon Jan 14, 2008 10:20 am

any problems i've had have been dealt with either same day or next morning.

good stuff.

thefool
Posts: 1848
Joined: Sun Sep 16, 2007 3:29 pm

Post by thefool » Mon Jan 14, 2008 10:28 am

Voted excellent. Never had to wait more than a day for an answer, except the day after they released live 7, but they then answered me on a sunday :!:

My activation reset request took only 1 hour or so, then they replied that it was done.

Timur
Posts: 2203
Joined: Mon Sep 17, 2007 8:55 am

Post by Timur » Mon Jan 14, 2008 10:59 am

I only experienced the "black hole season" yet, but found the Beta testing phase very encouraging. Generally I find each and everyone in their team that I had dealt with to be friendly and down-to-earth. They sometimes do not answer direct questions on the forum, but that's an experience I made with many different support teams. My guess is that often they simply overlook these under all the mountains of questions they're receiving. I currently do not like the mechanics of how bug-reports are dealt with and will wait how the most fundamental bugs in Live 7 are dealt with after they had to rush out 7 in time for christmas-sales. So I do not poll yet, because my experience is still too limited.

beatpoet
Posts: 651
Joined: Fri Feb 16, 2007 10:39 am
Location: Galway

Post by beatpoet » Mon Jan 14, 2008 11:47 am

They're usually excellent, they had a bit of a bad patch around the Live 7 launch which was unfortunate.

Ajbbklyn
Posts: 392
Joined: Fri Jun 08, 2007 9:39 pm
Location: New Hope, PA
Contact:

Post by Ajbbklyn » Mon Jan 14, 2008 12:52 pm

In an era when personalized customer service is a lost art, Ableton stands head and shoulders above the pack.

In particular, I'd like to single out Sara Brubaker and Olaf Bohn for their outstanding service. Based on their timely responses and their willingness to work with me - in essence, taking ownership of a customer service issue, I elected to upgrade to the boxed Live 7 Suite.

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