When support lets you down.

hat · Post by **hat** » Sat Feb 07, 2004 5:42 pm

It's really disapointing when a company you invested money in doesn't reply back to your email. A few weeks ago I had problems loading up Live (would take a very long time to boot), I wrote to Alex, he was helpful and I solved the problem. Great I thought, let's make some music now.

A few days later, I'm reporting serious performance issues with Live in Panther, whether using the Mac's sound or Digi002R Core Audio. Very sloppy and sluggish behavior, hangin' beachballs upon the slightest mouse move, CPU meter maxing out with merely one delay on a send track, utterly rididculous and unacceptable for a spankin' new Powerbook. Thing is, I'd like to start playing out in March, but Live is unusable once you go past the 6 audio track mark and a few effects.

Sure, maybe there's something I can do, that's why I wrote to them, maybe they can tell me something I don't know, a tweak here or there, maybe they can simply say "we'll do some tests to see if we can duplicate the problem, we'll write back soon", or "sorry bout the delay, it's been crazy busy over the past few days but we got your email and we'll get back to you shortly". That's all it takes to keep a customer happy, no matter what the company, big or small.

I know they're usually known for their warm customer support, heck, I've experienced it recently, but my issues with Live are huge now and the truth of the matter is, I can't work with it. I've written to them nicely, 3 times in the past 2 weeks, just hoping for a simple reply, but nothing.

Boo...

noisetonepause · Post by **noisetonepause** » Sat Feb 07, 2004 6:51 pm

the longest time it has ever taken for support to get back to me is 45 minutes. this is very odd!

hat · Post by **hat** » Sat Feb 07, 2004 8:41 pm

noisetonepause wrote:the longest time it has ever taken for support to get back to me is 45 minutes. this is very odd!

Indeed.

I'm really not trying to knock on the Abes, I'm sure it's just a fluke, though after waiting this long, I had to vent my (hopefully temporary) disapointment.

krikor · Post by **krikor** » Sat Feb 07, 2004 9:32 pm

maybe you should try to re install...

madlab · Post by **madlab** » Sun Feb 08, 2004 10:16 am

Hi Hat (sorry, I couldn't resist)
As you speak about "a new spanking powerbook", I guess you have an lu pbook, like me. If that's the case, I must say that for me, the experience with panther 10.3.2 was pretty painful. I installed it from scratch with a clean install on an erased HD and with my motu 828, I had to raise the buffers x2 to play tracks I had composed under 10.2.7. So after two days of tests, I came back to 10.2.7 and the latest versions of Digital Performer and Live perform very well with it !

kleine · Post by **kleine** » Wed Feb 11, 2004 3:29 pm

Dear hat,

All i can say is that usually we get back to our customers as fast as possible.
In some cases it takes longer, usually if it´s a heavy issue which needs testing and knowledge of other people. Rarely emails don´t come through: In the past i had several cases where longer responses where simply bounced back by the mail providers and i had no chance to reach the help seeking customer. Maybe you were one of those?

Best regards,
Ch. Kleine

hat · Post by **hat** » Wed Feb 11, 2004 3:39 pm

Thanks Kleine,

see, that's all I wanted to hear, I knew that this was an exception and certainly not the rule. It's just that I got so frustrated in the middle of sessions and not getting any answers to my emails didn't help.

Hopefully you guy can now look into it and tell me if it is indeed an issue or something I'm not doing right.

Cheers.

spiderprod · Post by **spiderprod** » Wed Feb 11, 2004 5:55 pm

hi
just a word about ableton support:
it is the best/fastest software support in the whole software industry.
long live to klein da man of knowledge

When support lets you down.

When support lets you down.

ableton support is top banana