[nis] wrote:So let's look at your friends, the Ableton tech support staff, whom you constantly blame for their inability to help and lack of knowledge. To give you a little insight, the Ableton tech support takes care about approx. 1000 emails a week, the forums (at least as much as possible) and provides daily phone support for Europe and the US. The questions we receive are ranging from "I can't get a tone out of my MIDI keyboard", to computer hardware / driver / OS problems, setup problems with any kinds of 3rd party hardware and software, software crashes, hardcore Live-specific problems, Mac stuff, PC stuff and whatnot. If you consider the aforementioned facts, I am confident that we do quite a good job.
I wrote this before and I write it again. Ableton Support are friendly and caring people trying to help much
as they can. But my personal experience is that while you surely can help with lots of all the stuff you wrote about but you do repeatedly fail with the "hardcore" problems. My conclusion is and remains that you lack both resources/staff and qualification when it comes to very complex problems.
Blame us for whatever you want, but you are certainly wrong if you say that we are doing a bad job or having a lack of knowledge. We are not perfect, we may do mistakes sometimes or even fail to help people with very delicate problems, but that's how it goes. We can share our knowledge and experience, but we are certainly not the magic oracle which has all the answers for your questions. And: we are humans after all. But this is obviously something you do not understand, can't accept or never learned.
You mean as a customer I need to accept that your product and service repeatedly fail to deliver their promises? Sorry, I do not agree.
Looking back at your 3000+ (?) forum postings, you really have taken the word "arrogance" to a whole new level. Nevertheless you seem to be very talented with computers in general, perhaps more talented than me or others in the team, but that does not give you the right to blame our company or the tech support in particular in a public forum.
As a customer I have every right to blame your compary and support for failed delivery of service. I do have the right to criticize your company and your product based on my experience and perception and to both give
you negative feedback and sharing my experiencees with
other privately
and publically. If you think otherwise then you maybe want to sue me.
Not only here on the Ableton forum by the way, but also on all other music software related forums.
What did I do on other music software related forum? Talk about music software related topic? Please be precise in what you blame me for.
Looks more like you are "on a mission" to prove how bad the software is and the people behind it.
If anyone can prove that then only yourself. I can assure you that I am on no such mission. To the contrary I have written several posts in favour of Live's features.
For example I am one of the few (if not the only) strong supporters of Live as a good and stable Midi Sync MASTER who keeps repeating that Live is likely not the culprit to the many reported Master Sync problems. Curiously no member of Ableton Support cares to join those positive threads while you keep jumping on anything negatively I am reporting about.
You, dearest Timur, reported your RME problem to us, begging for help as you failed to find a solution/answer yourself.
...
After all this, I seriously question your credibility and highly doubt that you are really here to "help" any users, yourself or Ableton for that matter as you pretend to.
Either your perception is heavily distorted or you deliberately try to discredit me by stating wrong facts. I have our Email communication at hand and it's a literal slap into the face of a customer who has already been served badly that you blame me now for your lack of capabilities and support concerning the RME/Vista case.
Even though some people may benefit from your computer skills and even though you found some real bugs in Live indeed, your claims are questionable.
Then I ask you to question them. I provided you with plenty of data which you chose not to refer to in our communication and I
specifically asked you to provide me with help to get proper results out of Live if you keep insisting that there are no bugs involved and thus the problems must be based on user errors.
Regardless of what you really want here (I couldn't care less if you weren't spamming this forum all over), I kindly ask you (once again) to stop your insulting posts towards Ableton employees in this and other public forums and to stop alienating Live users who just come here to have a talk about music software or seek for help.
I am not insulting you! I am criticizing the quality of your product and support. It's unbelieveable how much BS a customer has to endure from this company once he dares to publish negative experience and feedback about the product and service.
If you have a bug report or a problem, send it to us (if there is still anyone left who is willing to answer / help you) or post it here on the forums, but stop your stupid comments.
I tried that for several weeks with obliterating bad results. I still regret that I entrusted you with the RME/Vista related problems and waiting for a full seven weeks until you were even able to identify them - still even halfly wrong (multiprocessor nonsense)! It took me one concentrated afternoon to identify the issues and by working closely with RME's support we had a solution running in just a few days.
I will never ever again entrust Ableton Support to identify a complex issue for me if that issue is of importance to my work. As a trusting customer you are literally lost in time doing that and I cannot afford to lose so much time waiting for no solutions.
You seem to receive mean applause for them anyway, so why not change your strategy?
I receive enough applause from those members that form their own small community on this forum. Most of the loudmouths you talk about are not part of that community, and luckily so. If you want to find that community on this forum then watch for those threads where people discuss on topic and with respect for each other instead of fighting for being the meanest Gorilla in town.
To add a final word on the actual topic of this thread, the OP obviously forgot that he needs to pay for the software for one simple reason: to be allowed to use it. This is not a question of your own moral or if others are using cracks or not, it is simply illegal to use pirated software, period. There is no discussion.
It's interesting how you keep stressing the
one responsibility of a paying customer, to pay for being allowed to use a product legally. Please don't forget all the responsibilities
you subscribe to by entering that contract. Maybe you don't like it, but your customers have alot of legally approved demands and rights towards you once you accept their money.
As far as bugs are concerned, I feel the frustration of the OP and I certainly agree that waiting a year for a bugfix is not very nice indeed.
No, it's not very nice...
Give me a break, one year, not very nice...
You are seriously lost!
Fortunately the repeatedly quoted "99%" of your customers have low demands and expectations concerning your service. That will keep your company running, at least until someone comes up with a serious competition for Session View.
However, take my word that we are doing our best to make the software as good as we can. His complaint is valid and shows that there is much room for improvements here at Ableton. It does not justify his abusive language in his recent postings, though, or a discreditation of Ableton employees or a forum thread like this one.
If you as a Support employee cannot handle negative feedback and lack the capability to appease a rightfully frustrated customer in an effective fashion then you maybe you are working in the wrong job?! Ableton Support has a loooooong way to go on learning how to make those customers happy who have
serious problems with their product.
