Ableton Forum

I was excited to purchase a new push 3 standalone a few weeks ago. UPS tracking shows that my push 3 was destroyed during shipping (yes, the UPS tracker says destroyed). It says the seller was notified by UPS. One might assume Ableton would collect some insurance and send me another automatically since UPS notified them?

Opened a ticket days ago, sales support ticket I hope they ship me another, tried to call the Germany number. No response yet, they still have my money.

Uhg, ideas?

mwsailing wrote: ↑

Thu Dec 12, 2024 9:41 pm

Opened a ticket days ago, sales support ticket I hope they ship me another, tried to call the Germany number. No response yet, they still have my money.

So sorry to hear that and I totally understand that you would want a replacement since you probably bought it on the discount.
The phone number is a farce because it will always just tell you that everyone’s in a meeting. Your only hope is to wait for an email reply.
Ableton support is really bad.

Yeah, and other complications for me, as I am traveling a lot and had plans to pick this up during the holidays. I only have a window of time to receive if before I am out of the country again.

Yes, Black Friday amazing sale.

How many days does sales support usually take to respond?

Destroyed?!

Ugh indeed.

I suppose the reasons for taking sales in-house are obvious (financial) but it's a disaster if you don't have enough support staff to deal with returns and replacements. A decent retailer would send you a replacement before you'd even put the phone down. Not that you can phone Ableton.

How did you pay? Can you do a charge back?

"Company sent me an item. It was destroyed. They won't respond to my emails."

Seems like ample reason for a charge back to me.

Sorry to hear about that.
Support will definitely get back to you, sorry for the delay.

There should be no delay at all for an undelivered item of the value of Push 3.

It's really poor. The thought that a problem with my Push 3 might be met with days of silence really unsettles me. It's been like this for months. How do they justify it?

Throwing all their resources into Move without improving the foundations of the actual business is such a bad look. When I use the gear of some manufacturers I feel as if 'they have my back' or at the very least the retailer where I bought it does. With Ableton, for hardware at least, I get a distinct sense they couldn't care less.

The bad part is that I have no acknowledgment on the ticket, status is open with no comments from anyone at ableton. It has been a week, wondering if my ticket is opened correctly. I logged on, my open issue is there. How long is expected before they acknowledge based on others experiences? This starts to raise concerns, it is a big purchase for me.

Support can sometimes take a couple weeks to get back to you sadly, it’s definitely a frustration but be patient and they will.

Yep, they just got back to me after a week, they plan to ship a replacement.

Ok with that, wish they would just confirm the ticket sooner.

When I see a UPS truck rollover or burn on TV, I always wonder how many valuable items are in there.
Now we know what one of them is ...

When I order something as valuable as a synth or Push, or even my $100 audio interface, I'm counting every day and watching the tracking every day.
If it takes more than three days that seems like eternity.

Now you are stuck in the waiting game. I'm sure they will replace the gear. But unfortunately they are not on your timeline.
They operate at a much slower pace. Nothing is urgent to them, it's just another day at the office.