Just what is up with Access support? Their website claims support requests answered within 24 hours. I have had my Virus 3 weeks now and put in 4 support requests using the form on the site but not even had a single confirmation by email - just the "request received" page on the site itself. I have even tried giving them 2 different email addresses just in case.
I also had no confirmation of registering the product in the first place.
I finally sent a proper email (not using their form) to one of their other links asking what is happening but they have not responded to that either (I sent it on Friday). Do they normally act like this to customers?
Yes I could try phoning them but it's not easy to do that as I would normally be working during office hours.
Access support - does it exist?
-
- KVRAF
- 37549 posts since 14 Sep, 2002 from In teh net
-
- KVRist
- 38 posts since 15 Sep, 2005
Perhaps your support tickets ended up in their spambox? Haha.
Nah, seriously. I have heard more complaints about them.
Personally, I only have a bad experience with Echo. I bought an Audiofire 12 so that I could route my hardware through Cubase SX. After I installed it, it turned out that this feature was not yet supported by the drivers. In an answer to a support ticket Echo informed me that "perhaps in future updates" they would include this feature.
Sucked, because it was the very reason I bought it for.
Nah, seriously. I have heard more complaints about them.
Personally, I only have a bad experience with Echo. I bought an Audiofire 12 so that I could route my hardware through Cubase SX. After I installed it, it turned out that this feature was not yet supported by the drivers. In an answer to a support ticket Echo informed me that "perhaps in future updates" they would include this feature.
Sucked, because it was the very reason I bought it for.
-
- KVRAF
- Topic Starter
- 37549 posts since 14 Sep, 2002 from In teh net
It's not a spam filter issue. I gave them my non filtered email.
-
- KVRAF
- 2875 posts since 28 Jan, 2004 from Da Nang, Vietnam
They responded to me pretty quickly in the past but it's been at least six months since I tried.
-
- KVRAF
- Topic Starter
- 37549 posts since 14 Sep, 2002 from In teh net
Unbelievable - still no replies. I've now emailed every real email (as opposed to web forms) on the Access site I can find - let's hope someone forwards it to the right people.
-
- KVRAF
- 1868 posts since 26 Oct, 2002 from San Francisco
Isn't that what lunch breaks are for?aMUSEd wrote:Yes I could try phoning them but it's not easy to do that as I would normally be working during office hours.
-
- KVRAF
- 10286 posts since 17 Sep, 2004 from Austin, TX
I suspect that it's a matter of them getting frustrated with every dubshit in the whole world immediately buying a Virus when they get into electronic music.
I hope they answer. The "emailing every address" thing will usually catch somebody at a company who isn't ignoring the customers.
I hope they answer. The "emailing every address" thing will usually catch somebody at a company who isn't ignoring the customers.
-
- KVRAF
- 2875 posts since 28 Jan, 2004 from Da Nang, Vietnam
-
- KVRAF
- Topic Starter
- 37549 posts since 14 Sep, 2002 from In teh net
Well firstly I just can't install it on my laptop - I get bluescreens at the point where the midi driver is installed everytime and even worse it wrecks my whole system - after the crash I had yellow icons in device manager besides my DVD drive, webcam, NI KORE, and even the system bus enumerator (whatever that is). Had to do a system restore.
Luckily I have a second computer (my Scope system) and it installed fine on that but my initial intention had been to use it with my dualcore laptop.
Secondly I can't seem to get midi soft thru in CONFIG working so I can merge the midi from my Virus (which is the desktop version) and keyboard and use it as a Midi controller for all my synths on 2 PCs.
Luckily I have a second computer (my Scope system) and it installed fine on that but my initial intention had been to use it with my dualcore laptop.
Secondly I can't seem to get midi soft thru in CONFIG working so I can merge the midi from my Virus (which is the desktop version) and keyboard and use it as a Midi controller for all my synths on 2 PCs.
-
- KVRist
- 151 posts since 19 Nov, 2004
When you say non filtered, do you mean by you or by your service provider as well? Since the support emails have an auto-responder, I find it very unlikely that you'd be singled out for exclusion.aMUSEd wrote:It's not a spam filter issue. I gave them my non filtered email.
Try posting your problems on virusti.com btw - you'll likely get a more useful response on there.
-
- KVRAF
- Topic Starter
- 37549 posts since 14 Sep, 2002 from In teh net
Actually I registered there the week before last but still haven't had a confirmation email from them either so I can't post (I can only browse). If I was paranoid I'd think they were all in it together 
-
- KVRist
- 151 posts since 19 Nov, 2004
I would say you need to talk to your email service provider and check that they are not filtering these emails.aMUSEd wrote:Actually I registered there the week before last but still haven't had a confirmation email from them either so I can't post (I can only browse). If I was paranoid I'd think they were all in it together
-
- KVRAF
- Topic Starter
- 37549 posts since 14 Sep, 2002 from In teh net
afaik they don't do anything like that (unless it's the keyword Virus that is the problem).
-
- KVRer
- 1 posts since 13 Apr, 2004
He not the only one.I have called and left 3 messages since new years and not one response.Virus TI is a great synth but they (access)do suck with contacting them.I guess they are busy interviewing erasure.
-
- KVRAF
- Topic Starter
- 37549 posts since 14 Sep, 2002 from In teh net
Got a reply today - they say they have sent me at least one response previously but its not got to me. They don't know why and neither do I. I am using Thunderbird and my POP also goes to GMail so it should turn up in both but isn't in either. There is certainly no filtering setup on that account in Thunderbird and as far as I know my ISP is not filtering. I even tested this by writing an email to myself from another account with the word "Virus" in the message title and body but it got through fine. Plus their response today did get through.