why ABLETON support sucks?

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Khazul
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Re: why ABLETON support sucks?

Post by Khazul » Wed Feb 03, 2010 6:04 pm

Pasha wrote:^^
Don't ever think of an hardware protection!!! :twisted:
Live protection is ok as it is.
I allready have 3 sodding dongles (iLok, eLicenser, Ignition Key). Another one wouldnt really be noticed :(

Ableton is generally absolutely fine except for the unlucky situation where you run out of relocks towards the end of the week when your having to unexpectedly setup a new machine *and* something goes wrong meaning you have to start over again (or an Live update goes wrong and it asks for the key again which has happened several times) - ie you need two unlocks in less time than the normal response. When that happens, you are doomed, especially if its on a thursday/friday.

Steinberg - I actually dont mind the principle of a dongle *if* it is always backed up online. Steinberg however are completely paranoid shits (or perhaps its actually eLicener's design - still - steinberg and others chose to use it and they didnt have to) - your only license copy is on about the cheapest and nastiest most delicate dongle I have ever come across. If anything goes wrong with it, your are screwed either permenantly, or until the existing one can be examined, recovered and replaced. Basically steinbergs view is the dongle *is* the software - ie the dongle is worth 500 quid or whatever depending on how many license are on it. There is no online recovery - loose it and you are doomed.

iLok - another nasty horrible cheap bit of plastic that is so easily broken - nuff said above.

Ignition key - this actually seems civilised - good solid metal key with protective cap etc. Alternative web authorisation also available. Disruption to the application when dongle not plugged in also reasonable.

I am quite happy with the concept of a dongle if:

- The phsyical device is sturdy (ie no horrible delicate plasic things). Ideally it doesnt stick out of your laptop as much either, and therefore less likely to be damaged. Also if made of metal, and includes a suitably sturdy loop, then theft can be reduced simnply by attaching it to the locking cable protecting you laptop if reuquired.
- There is online backup (ideally in a central place), so after loss, you are able to online recover all of your keys (or perhaps be granted new ones while the old ones are writen off such that can never be used for activation again) once you have obtained a new dongle.
- There is provision for a temporary uncontested online only authorisation, say for a couple of days unless refreshed authomatically, and maybe refreshed for saw a couple of weeks - ie long enough to get a replacement dongle (and accepting that your previous dongle and the licenses it contains will be writen off if you use the online dongless auth) - this is specifically to help with stolen laptop+dongle scenario, where you buy a new laptop and set it up for a weekend gig.
- The usual provision of install on as many computers as you like - ie plug the dongle in when you need to use that particular computer.
- If dongle is removed from the computer, then certains function can be quite reasonably disabled (in the case of the DAW - saving, in the case of plugins, no sound output perhaps, or reduced quality or whatever), and you probably cant start the app again until it is plugged in - ie the damn thin doesnt immediately crash all of you plugins and DAW and ditch your work as some of them do. (Sometimes you need to move the laptop between computers to check stuff without havign to shut down the apps, for eg checking a migrated set).
- If dongles makers are simply too mean to make a quality key, then make cheap keys and also make high quality keys - stop being stingey cheap gits!
Nothing to see here - move along!

Omniology
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Re: why ABLETON support sucks?

Post by Omniology » Wed Feb 03, 2010 10:22 pm

Ableton has always resoved all of my issues..... If only they would master my tracks.


Om

aklisiewicz
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Re: why ABLETON support sucks?

Post by aklisiewicz » Thu Feb 04, 2010 4:50 am

I wrote my post because my proposed solution will resolve unlocking problems. You install Live and it works for 10 days in fully operational mode, then it locks itself into DEMO (if not authorised). There will be no more complaints (unless it will take more than 10 days for Ableton to respond). So far the longest time I have waited was 7 days, so they can beat it,...

Another example of ignorance had just happened yesterday. I asked about resolving a problem with my on-line account, and next day I have goten a message from Ableton support asking: "what is your problem, how can we help you?", so it seams they didn't read my request. Finally it was fixed, but why so much hassle ?
Anyway - one thing that keeps me as their customer is the product, and the product is just great. I just hope they hear this message and take this into consideration to make support better.

Thank all of you for your opinions.
Arthur Klisiewicz
"You are what you think you are"
Sadarahu

H20nly
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Re: why ABLETON support sucks?

Post by H20nly » Thu Feb 04, 2010 5:30 am

aklisiewicz wrote:my proposed solution will resolve unlocking problems. You install Live and it works for 10 days in fully operational mode, then it locks itself into DEMO (if not authorised).
IMO thats the best solution I've read in this thread. Buys them time, gives you what you want, limits piracy. Done.

I think that the App should send the request for you though. This way Ableton gets the request without email issues and they can track their software and its behavior as far as activations resulting from installs are concerned. After all, the larger portion of the time when you click "I Agree" on most companies EULA, you don't own the software. You license it.

Dongles suck.

H20nly
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Re: why ABLETON support sucks?

Post by H20nly » Thu Feb 04, 2010 5:39 am

Oh and for what its worth... Their support has always been friendly and courteous (as it should be), but I have had at least 3 experiences where I would not call them prompt. I still haven't got a response to the last email I sent in, which was a response to an email I was sent by support. In their defense I was slow on my reply too, but part of that was due to a large number or system changes and checks that they asked me to perform. It was months ago, and the problem has since... mostly subsided. And also in their defense, 7 was solid for me. These problems have been with 8 and I accept their request for patience and their offer of dedicating themselves to get it right.

Take your time boys... just make sure and shut all the naysayers the hell up when you come back at us.

Cryptic UK
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Re: why ABLETON support sucks?

Post by Cryptic UK » Thu Feb 04, 2010 12:01 pm

SUCK!
Drums

telekom
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Re: why ABLETON support sucks?

Post by telekom » Thu Feb 04, 2010 8:01 pm

Ableton support, in my experience, is absolutely superb. It's been a while since I was in touch but they totally bent over backwards to help. I bought a UC33 deal from them and the company that should have delivered the device to Ableton screwed up - so Ableton upgraded me from Live 4 to 5 FOR FREE, and threw in a mousemat and some other goodies when the device arrived. Plus they kept in regular, courteous contact with me and apologised genuinely for the problem - EVEN THOUGH IT WAS NOT THEIR FAULT!!! Thank you Claudia - 99% of customer support in every walk of life is utter rubbish, but Ableton renewed my faith.

I can't speak for recent customer support, but I know from the posts above that I'm not alone in being extremely impressed with Ableton Customer Service.

Dongles: Never. Every time I go travelling I lose something small - sunglasses, earplugs, little camping items. So just imagine being on the road with a gig looming and you lose something small like your Ableton Dongle. Maybe some of the earlier posters here who need regular multiple authorisations could have their own solution. I don't want or need a dongle, but some folk seem to like the idea and want the option. Why not have a nice little Ableton USB storage drive that is also a dongle, which you can buy? Ableton sells you a nice storage drive for $10-15, you get somewhere to back up essential samples or files, plus it acts as a dongle for Live if you request it. I don't want a dongle, so I don't want to pay for the production of a dongle when buying Ableton, and want to continu using the very practical challenge code method they already use. But if somebody wants or needs a dongle, why not make it a little extra money to buy, plus it's a nice little practical object too?
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aklisiewicz
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Re: why ABLETON support sucks?

Post by aklisiewicz » Tue Feb 09, 2010 6:03 pm

I whish some one from Ableton give us some opinion about the solution I porpossed (?)

Arthur
"You are what you think you are"
Sadarahu

TobiasHahn
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Re: why ABLETON support sucks?

Post by TobiasHahn » Tue Feb 09, 2010 6:49 pm

Hi Arthur,

I have put your wish on our internal wishlist. I cannot say, however, whether and when we will decide to implement this feature.

I am sorry that your support experience is not what you were looking for. To ensure prompt and speedy handling of your requests, please make absolutely certain that you include the case number in the subject of your email when replying. Otherwise it becomes very difficult for us to follow the history of your problem, which slows down the support process considerably.

When contacting support with
Unfortunately, Live would also incorrectly direct you to customercare@ableton.com instead of support@ableton.com for technical questions; this will be fixed in a forthcoming bugfix update.

Best wishes,
Tobias

Serra
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Re: why ABLETON support sucks?

Post by Serra » Wed Feb 10, 2010 12:36 am

I am surprised. My experience with Ableton support is better than with any other company in any other market. If I had a Rolls Royce, I think I'd still get better support from Ableton then from them... if I felt like writing here, is because I really had an amazing experience because I am quite critical of support operations. For instance, Native Instruments have the absolute worst support team I have come across in this business. Its so bad it makes you want to talk about it. I mean, even to buy things, when you are having problems with the site, they respond one month later saying they lost your question due to database issue. I would understand if it wasn't for the fact they consistently have an excuse to reply to your questions after weeks or months, and the answer is usually that typical manual copy and paste which obviously did not work before. Anyway, my experience with Ableton support is like a fairy tale. I hope you solve your problem.
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heavensdaw
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Re: why ABLETON support sucks?

Post by heavensdaw » Wed Feb 10, 2010 8:50 am

TobiasHahn wrote:Hi Arthur,

I have put your wish on our internal wishlist. I cannot say, however, whether and when we will decide to implement this feature.

I am sorry that your support experience is not what you were looking for. To ensure prompt and speedy handling of your requests, please make absolutely certain that you include the case number in the subject of your email when replying. Otherwise it becomes very difficult for us to follow the history of your problem, which slows down the support process considerably.

When contacting support with
Unfortunately, Live would also incorrectly direct you to customercare@ableton.com instead of support@ableton.com for technical questions; this will be fixed in a forthcoming bugfix update.

Best wishes,
Tobias
You wasn't meant to do that! :wink:

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SubFunk
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Re: why ABLETON support sucks?

Post by SubFunk » Wed Feb 10, 2010 9:53 am

if anyone thinks that ableton's support sucks, then he probably never ever dealt with another company's support, they are outstanding by far.
and well yes, they can not be always perfect.
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davepermen
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Re: why ABLETON support sucks?

Post by davepermen » Wed Feb 10, 2010 10:15 am

SubFunk wrote:if anyone thinks that ableton's support sucks, then he probably never ever dealt with another company's support, they are outstanding by far.
and well yes, they can not be always perfect.
Rule Nr. one about support. it can't suck if they actually HAVE ONE :) that's better than most other companies :)
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ScarKord
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Re: why ABLETON support sucks?

Post by ScarKord » Wed Feb 10, 2010 1:27 pm

I recently bought a second hand copy of Max4live and they were amazingly fast in responding and transferring the licence, not to mention polite. Same when I bought my Live 6 licence. (Was a late convert from Acid :) )

If you consider that they get no financial benefit from transfers, other than the hope you'll become a loyal upgrader (which I have) it's even more impressive. No complaints on their service from me!

Cheers
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PacoMerh
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Re: why ABLETON support sucks?

Post by PacoMerh » Fri Dec 20, 2013 5:10 pm

I've been trying to deal with support to change a product I bought and it seems like that simple operation is too complex for them.
I finally got an answer on the phone after days of trying and getting a busy line, and they decided to hangup to take other callers , reason being,
"we are too busy to do this right now and it would take me a long time".
Are you kidding me? to go from ableton 9 to Suite? wow I almost want to stop using this thing.
nothing else.

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