Acustica Audio, Support Ticket closed without answer

VST, AU, AAX, etc. plug-in Virtual Instruments discussion
User avatar
waldemarjohann
KVRist
45 posts since 14 Mar, 2013 from Mettmann, Germany

Post Sun Aug 11, 2019 6:22 am

Is this normal with Acustica Audio, that you open a ticket, get no answer and afterwards the ticket is closed with "We hope that the ticket was resolved to your satisfaction"?

Thanks for answer.

User avatar
RPH
KVRian
1190 posts since 21 Nov, 2005 from The Netherlands

Re: Acustica Audio, Support Ticket closed without answer

Post Sun Aug 11, 2019 7:33 am

http://forum.acustica-audio.com/

Maybe ask there instead of here.
http://rhmodules.nl
http://syntheditforum.boards.net/
-------------------------------------

User avatar
plexuss
KVRAF
3231 posts since 8 Jul, 2009

Re: Acustica Audio, Support Ticket closed without answer

Post Sun Aug 11, 2019 8:30 am

Yes, it happens with AA. AA is not great for support.

User avatar
waldemarjohann
KVRist
45 posts since 14 Mar, 2013 from Mettmann, Germany

Re: Acustica Audio, Support Ticket closed without answer

Post Sun Aug 11, 2019 8:48 am

RPH wrote:
Sun Aug 11, 2019 7:33 am
http://forum.acustica-audio.com/

Maybe ask there instead of here.
I ask the Acustica support team but maybe i get once again not a answer. So that's why i ask here.

User avatar
Omkar
KVRian
840 posts since 25 Dec, 2007 from Hamburg,Germany

Re: Acustica Audio, Support Ticket closed without answer

Post Tue Aug 13, 2019 8:22 am

waldemarjohann wrote:
Sun Aug 11, 2019 6:22 am
Is this normal with Acustica Audio, that you open a ticket, get no answer and afterwards the ticket is closed with "We hope that the ticket was resolved to your satisfaction"?

Thanks for answer.
Hey, it appears to be a bit rude seeing this messgae for the 1st time
but closing a ticket within days is contributed to their handling routines.

Without giving it too much weight just open a new one and on and on until someone picks you up.

I also think it`s a good idea to ask your question(s) on more company detached, "neutral" forums like you did.
May takes a moment for people to react.

P.S. the "Effects" section
would be more appropriate as users who can help you would expect to appear there.
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User avatar
exmatproton
KVRAF
2400 posts since 25 Apr, 2011

Re: Acustica Audio, Support Ticket closed without answer

Post Tue Aug 13, 2019 8:45 am

This should be *at least* in the fx section.

User avatar
waldemarjohann
KVRist
45 posts since 14 Mar, 2013 from Mettmann, Germany

Re: Acustica Audio, Support Ticket closed without answer

Post Tue Aug 13, 2019 9:52 am

Omkar wrote:
Tue Aug 13, 2019 8:22 am
waldemarjohann wrote:
Sun Aug 11, 2019 6:22 am
Is this normal with Acustica Audio, that you open a ticket, get no answer and afterwards the ticket is closed with "We hope that the ticket was resolved to your satisfaction"?

Thanks for answer.
Hey, it appears to be a bit rude seeing this messgae for the 1st time
but closing a ticket within days is contributed to their handling routines.

Without giving it too much weight just open a new one and on and on until someone picks you up.

I also think it`s a good idea to ask your question(s) on more company detached, "neutral" forums like you did.
May takes a moment for people to react.

P.S. the "Effects" section
would be more appropriate as users who can help you would expect to appear there.

Do you find this rude that i ask other people here for support experience with AA?
Did i have write anything negative about AA?
For what else i can use KVR-Audio and this is for me a neutral platform.
I ask this also @GS where zaphod looking every our. Until now i don't get an answer.
Do you really think i open a new ticket this will solve the problem, if i read from other posters and check there forum that they never get an answer?

Last thing i don't know that Acustic Audio is not an instrument, it is fx, please explain. I would like to learn.

Sorry for my english, i'm not a native english speaker.

All the best

Wald e Mar
Last edited by waldemarjohann on Wed Aug 14, 2019 2:06 am, edited 2 times in total.

chk071
KVRAF
21225 posts since 11 Apr, 2010 from Germany

Re: Acustica Audio, Support Ticket closed without answer

Post Tue Aug 13, 2019 9:58 am

waldemarjohann wrote:
Sun Aug 11, 2019 8:48 am
RPH wrote:
Sun Aug 11, 2019 7:33 am
http://forum.acustica-audio.com/

Maybe ask there instead of here.
I ask the Acustica support team but maybe i get once again not a answer. So that's why i ask here.
What if someone responds "yes"? And, what if someone responds "no"?

User avatar
waldemarjohann
KVRist
45 posts since 14 Mar, 2013 from Mettmann, Germany

Re: Acustica Audio, Support Ticket closed without answer

Post Tue Aug 13, 2019 10:04 am

chk071 wrote:
Tue Aug 13, 2019 9:58 am
waldemarjohann wrote:
Sun Aug 11, 2019 8:48 am
RPH wrote:
Sun Aug 11, 2019 7:33 am
http://forum.acustica-audio.com/

Maybe ask there instead of here.
I ask the Acustica support team but maybe i get once again not a answer. So that's why i ask here.
What if someone responds "yes"? And, what if someone responds "no"?
Last edited by waldemarjohann on Tue Aug 13, 2019 10:07 am, edited 1 time in total.

User avatar
waldemarjohann
KVRist
45 posts since 14 Mar, 2013 from Mettmann, Germany

Re: Acustica Audio, Support Ticket closed without answer

Post Tue Aug 13, 2019 10:06 am

waldemarjohann wrote:
Tue Aug 13, 2019 10:04 am
chk071 wrote:
Tue Aug 13, 2019 9:58 am
waldemarjohann wrote:
Sun Aug 11, 2019 8:48 am
RPH wrote:
Sun Aug 11, 2019 7:33 am
http://forum.acustica-audio.com/

Maybe ask there instead of here.
I ask the Acustica support team but maybe i get once again not a answer. So that's why i ask here.
What if someone responds "yes"? And, what if someone responds "no"?
Did you ever had business with AA?
What are you experience with them?
Ask this yourself, i do not see the future.

chk071
KVRAF
21225 posts since 11 Apr, 2010 from Germany

Re: Acustica Audio, Support Ticket closed without answer

Post Tue Aug 13, 2019 10:07 am

Well, what would it tell you, or mean to you, if single users respond that it's normal, or not normal for them? TBH, it doesn't even appear to me that you're that interested.

User avatar
waldemarjohann
KVRist
45 posts since 14 Mar, 2013 from Mettmann, Germany

Re: Acustica Audio, Support Ticket closed without answer

Post Tue Aug 13, 2019 10:10 am

chk071 wrote:
Tue Aug 13, 2019 10:07 am
Well, what would it tell you, or mean to you, if single users respond that it's normal, or not normal for them? TBH, it doesn't even appear to me that you're that interested.
I'm very interesting to get from AA a feedback. But this is now not the question anymore.
I have now to explain my question here and that's funny.

chk071
KVRAF
21225 posts since 11 Apr, 2010 from Germany

Re: Acustica Audio, Support Ticket closed without answer

Post Tue Aug 13, 2019 10:13 am

The thing is, there is no point in asking it here. All that should matter to you is to get in touch with AA. If you want to waste your time, i won't stop you though, of course. This place is seriously lacking pointless rant topics. :roll:

chk071
KVRAF
21225 posts since 11 Apr, 2010 from Germany

Re: Acustica Audio, Support Ticket closed without answer

Post Tue Aug 13, 2019 10:16 am

And... while i'm here, i'll have my vote in this social survey. And i vote for... no. It's surely not normal for a company with a support ticked system to close topics unhandled. Why would it be?

User avatar
Omkar
KVRian
840 posts since 25 Dec, 2007 from Hamburg,Germany

Re: Acustica Audio, Support Ticket closed without answer

Post Tue Aug 13, 2019 9:25 pm

I wanted to support you at every aspect, somehow you got me wrong.
Let`s see ...
Omkar wrote:
Tue Aug 13, 2019 8:22 am
Hey, it appears to be a bit rude seeing this messgae for the 1st time
but closing a ticket within days is contributed to their handling routines.
Means:
not your question appears to be rude, the AA support apperars to be rude
(for new customers confronted with their message for the first time).
BUT:
Omkar wrote:
Tue Aug 13, 2019 8:22 am
closing a ticket within days is contributed to their handling routines.
Means:
It is not meant to be rude, it is the way AA handles things, just open another ticket(s)
until your question(s) are reaching the support.
Omkar wrote:
Tue Aug 13, 2019 8:22 am
I also think it`s a good idea to ask your question(s) on more company detached, "neutral" forums like you did.
May takes a moment for people to react.
Means:
It is a good idea to ask on forums aside the forum of a company.
I also would do it. BUT:
Omkar wrote:
Tue Aug 13, 2019 8:22 am
P.S. the "Effects" section
would be more appropriate as users who can help you would expect to appear there.
Means:
Just choose the more proper section in a forum to get your questions done.
You are now in the "Instruments" section and AA plugins do belong to the "Effects" section.

What I did is following the perspective of a newcomer and replied accordingly.
What I wrote at GS is my very own perspective.
waldemarjohann wrote:
Tue Aug 13, 2019 9:52 am
Thanks for answer.
No problem Sir.
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