My recent experience with Splice support + Ableton integration

[KalamariFungus]

I wanted to share my recent experience with Splice support in case others have run into something similar, especially after the Ableton integration.

I’m a long time Ableton user, but new to the Splice integration, and I had what I thought was a very simple, logical question about keeping my libraries organized. Unfortunately, the support flow was extremely difficult to navigate. The AI chat kept disconnecting, looping, and never actually connected me to a live agent even though it said it would. I had to enter my email multiple times while already logged in, and it took me over an hour just to submit that basic question.

When I finally received a response, it felt like another generic macro rather than someone engaging with what I wrote. The agent even clarified that they were very much a live agent, which just highlighted the confusion created by the AI handoff and the repeated copy paste responses I had already received. To be honest, that mismatch between what I wrote and what I got back was the point where I decided to cancel my subscription.

The missing hide or remove option for accidental or unwanted downloaded samples has also been a long standing request from users as I noticed. I was simply trying to stay organized and avoid cluttering my hard drives and projects, especially inside Ableton, and this feels like a pretty essential part of the workflow that is still not addressed.

My intention isn’t to rant, just to share my experience. I genuinely hope future updates improve both the support flow and the UX because the idea behind the integration isn’t bad.

Curious if others have run into the same issues.

[[jur]]

Unfortunately, the support flow was extremely difficult to navigate. The AI chat kept disconnecting, looping, and never actually connected me to a live agent even though it said it would. I had to enter my email multiple times while already logged in, and it took me over an hour just to submit that basic question.

I assume you're talking about Splice's Support, right?

[KalamariFungus]

Hi, yes, I’m talking about Splice’s support.
I think it’s pretty clear from both the title and the first paragraph, and also from the fact that Ableton doesn’t use any AI chat support system.

[[jur]]

Well, then you'r welcome sharing your experience to Ableton Support too, as even though this is a Splice problem Ableton is now somehow impacted.
I'm forwarding on my end too.

[braduro]

sounds like a cautionary tale for organising sound libraries. I used to DJ, and then came along the streaming music services. Not that this killed my DJing, but the mess that it made of my library did me in....