Slow Ableton response to push 3 device registration change

[rawore]

I bought a used push 3 from a third party. She sent in email with proof of purchase in exchange process and has had no response after more than 5 days.

How long should this take?

Is there a department inside Ableton that manages this?
Is there a way to communicate with Ableton to track such issues ? A flag in email header?

[[jur]]

Response time is slow currently, but just write to Support.

[Just_Pierre]

Response time is slow currently, but just write to Support.

Not currently @jur, please don't lie.

Response times are very slow for many months now.

[Tarekith]

Many many months sadly, we're just as frustrated by it as anyone else.

[[jur]]

Response time is slow currently, but just write to Support.

Not currently @jur, please don't lie.

Response times are very slow for many months now.

It is, currently, right? At the moment, right now etc...
While I'm aware my english is not perfect I think this is correct.
If you want to see me saying it's been the case for a long time, then just check my posts. I'm annoyed as anyone about this.
Saying that I'm lying is quite overkill. Tarekith and I are here to help, and while you don't need to know about the details we are taking the Support delays very seriously.

[dcjams]

Response time is slow currently, but just write to Support.

Not currently @jur, please don't lie.

Response times are very slow for many months now.

It is, currently, right? At the moment, right now etc...
While I'm aware my english is not perfect I think this is correct.

Your English is correct and does not imply the situation is only recent. Thanks for your support on the forums.

[rawore]

My push 2 updated when I plugged it in. I saw hers update when she demoed it during the sale. Will the push 3 update automatically while unregistered ? This is not a standalone version.

[Just_Pierre]

Response time is slow currently, but just write to Support.

Not currently @jur, please don't lie.

Response times are very slow for many months now.

It is, currently, right? At the moment, right now etc...
While I'm aware my english is not perfect I think this is correct.
If you want to see me saying it's been the case for a long time, then just check my posts. I'm annoyed as anyone about this.
Saying that I'm lying is quite overkill. Tarekith and I are here to help, and while you don't need to know about the details we are taking the Support delays very seriously.

I agree that Tarekith and you are doing a great job, so understand me well.

But the very slow support of Ableton is very annoying, as you also mentioned. But is Ableton doing something about this?

[dcjams]

Not currently @jur, please don't lie.

Response times are very slow for many months now.

It is, currently, right? At the moment, right now etc...
While I'm aware my english is not perfect I think this is correct.
If you want to see me saying it's been the case for a long time, then just check my posts. I'm annoyed as anyone about this.
Saying that I'm lying is quite overkill. Tarekith and I are here to help, and while you don't need to know about the details we are taking the Support delays very seriously.

I agree that Tarekith and you are doing a great job, so understand me well.

But the very slow support of Ableton is very annoying, as you also mentioned. But is Ableton doing something about this?

This does seem to be the bit that is missing and would go a long way to improving customer and support relationships. With the exception of the mods here, and apologies from support staff themselves, Ableton are completely silent on this issue.

I know a number of people holding off on purchasing Push 3 because they’re nervous about the support situation if something goes wrong.

[Tarekith]

My understanding is that they are trying very hard to fix the support issue, but it’s much harder and taking longer than anticipated.

Off the record as someone who used to do tech support for a music company, it’s a very hard and thankless task trying to help angry people solve issues with their gear all day every day. It can be hard to retain the people with the right knowledge and patience for the task. I’m NOT saying for sure this is what Ableton is going through as I really don’t know, but I can’t imagine it’s making the task any easier.

[Just_Pierre]

My understanding is that they are trying very hard to fix the support issue, but it’s much harder and taking longer than anticipated.

Off the record as someone who used to do tech support for a music company, it’s a very hard and thankless task trying to help angry people solve issues with their gear all day every day. It can be hard to retain the people with the right knowledge and patience for the task. I’m NOT saying for sure this is what Ableton is going through as I really don’t know, but I can’t imagine it’s making the task any easier.

I agree support isn't a easy task, and as I am the IT-coordinator of a big hospital so I know a lot about it. But support is a part of the deal, a very important part.

But when selling very expensive (new) hardware you can expect a lot of support questions, so there is no excuse. Letting customers wait for more than 2-3 weeks is not done, and customers will walk away from Ableton, The damage Ableton getting by this will be noticable for a long time.