Ableton support going bad - is buggy v6 to blame?

Jip · Post by **Jip** » Thu Feb 15, 2007 1:53 pm

Hello is it just me or does anyone else feel that abletons support isn't as good as it used to be. I remember getting replies to my support emails the same day, sometimes within twenty minutes..

This is definitely not the case now - how long are other people waiting?

Ableton please don't lose sight of what made you so popular in the first place, good service/support, well priced & STABLE products, and not trying to cash in on users by bringing out unnecessary versions (live 6 ) that don't really offer much extra & are buggy as hell when you use it.

Maybe if they hadn't released this buggy product then support team would have more time to deal with customers????

Just a thought...

hoffman2k · Post by **hoffman2k** » Thu Feb 15, 2007 2:27 pm

The support staff is still the same old kickass team.
It's the userbase that has gotten bigger.

Don't blame Live 6. Blame mp3's

Meef Chaloin · Post by **Meef Chaloin** » Thu Feb 15, 2007 2:38 pm

Buggy live 6? How so? Dont think ive had a single crash, seems as stable as any other version to me.

leisuremuffin · Post by **leisuremuffin** » Thu Feb 15, 2007 2:41 pm

i wish i could answer your poll, but i've *never* had to contact ableton support. And i've been on board since v2.

.lm.

Jip · Post by **Jip** » Thu Feb 15, 2007 2:47 pm

Fair enough - thats why I'm asking the question - maybe its just a bad experience for me at the moment and I've somehow slipped through the net - but I have been waiting for a reply to an issue I have for some time.

Like I say previously I have had mega fast responses - maybe the user base has grown massively - if so then help those support dudes out ableton and hire more staff to deal with the extra volume...

Meef Chaloin · Post by **Meef Chaloin** » Thu Feb 15, 2007 2:50 pm

so how long have you been waiting? and what is the problem exactly?

Cryptic UK · Post by **Cryptic UK** » Thu Feb 15, 2007 3:36 pm

hoffman2k wrote:The support staff is still the same old kickass team.
It's the userbase that has gotten bigger.

Don't blame Live 6. Blame mp3's

No blame it on the boogie.

ethios4 · Post by **ethios4** » Thu Feb 15, 2007 3:39 pm

leisuremuffin wrote:i wish i could answer your poll, but i've *never* had to contact ableton support. And i've been on board since v2.

+1
No problems with bugs here, and the upgrade to v6 has revolutionized the way i work with audio in Live, so not an inconsequential upgrade either!

Johnisfaster · Post by **Johnisfaster** » Thu Feb 15, 2007 3:42 pm

the only single time i ever contacted them was when I had to ask the embarrassing question "will installing a legal copy of ableton on my computer after having a crack installed cause any problems? and if so, how do I avoid these problems?"

they never had a response and I can understand why completely. the forum is the easier place to go for help anyway as it's faster and you get varied persectives where as tech support is slow and you're only going to get one opinion about any given issue.

Cryptic UK · Post by **Cryptic UK** » Thu Feb 15, 2007 3:50 pm

leisuremuffin wrote:i wish i could answer your poll, but i've *never* had to contact ableton support. And i've been on board since v2.

Thats great Ive been doing this.

http://www.ableton.com/forum/viewtopic. ... highlight=

LOFA · Post by **LOFA** » Thu Feb 15, 2007 5:33 pm

Bizarre. Loyalty is one thing, but nothing is ever perfect.

I have had the occaisonal problem with Live, and in the past there was an alarmingly fast response time to every one, and a solution or workaround. It is this mentality that has made ableton as universally solid/reliable as it has been credited for.

However, I too have noticed that there has been a declline in their responsiveness, as is reasonably expected as their customers grow in volume. It is a good thing to report about, and personally I encourage it- if it's true.

I am currently experiencing several little bugs in version 6 over here, but after not receiving responses to some I posted about, I am currently using workarounds. I am fine with that.

Ableton=

Machinate · Post by **Machinate** » Thu Feb 15, 2007 5:53 pm

The support chairs are definitely tough seats to fill - people as skilled as Amaury Christian and Dom don't pop up every day, so I can imagine it's hard to get the support crew large enough. And yeah, the load must definitely be increasing dramatically - Live 6 is a popular piece of software!

difference · Post by **difference** » Thu Feb 15, 2007 6:18 pm

[quote="Johnisfaster"]the only single time i ever contacted them was when I had to ask the embarrassing question "will installing a legal copy of ableton on my computer after having a crack installed cause any problems? and if so, how do I avoid these problems?"
/quote]

I could have answered that. I used a crack to try out before buying. (version 4).

When I decided to purchase, I didn't wait to download the file, I just reinstalled the crack and unlocked it properly instead of with the keygen.

robbmasters · Post by **robbmasters** » Thu Feb 15, 2007 6:28 pm

Is it what it used to be? I don't know, as I don't know what it used to be like!

But I wrote them a long email about a bunch of gripes recently and got a considered reply within a few days, and I couldn't expect any more than that. So I'm happy. I'll be even happier if my gripes get addressed in a future version (but they weren't bugs as such, just significant limitations).

sweetjesus · Post by **sweetjesus** » Thu Feb 15, 2007 10:45 pm

a lot of our questions in the past may have been basic stuff like 'how to i map a specific cc to' or there were a smaller pool of device drivers and plugins etc to deal with too

i dont speak on behalf of ableton but i know the support guys get emails and work on them as soon as possible buyt i feel many more questions are having to make their way to the developers who are already overwhelmed.

so the problem as robert once said is finding talented developers.

Ableton support going bad - is buggy v6 to blame?

Is ableton support what it used to be?

Ableton support going bad - is buggy v6 to blame?