KVR Audio

ero · Post by **ero** » Tue Jul 05, 2011 11:07 pm

Dont know about tech support yet (hope I never will)

But their webshop and online uppgrade just works. Bought Artist there and upgraded to Pro there.
First class

OutCider · Post by **OutCider** » Wed Jul 06, 2011 12:21 am

The presonus support guy did just offer to look into the issue personally, didn't he?
Give him the support # and let him sort you out.
Yes, a month must be very frustrating, but now you've got 1 to 1 with the department, what's with the attitude?
Do you want the problem solved or not?

khanyz · Post by **khanyz** » Wed Jul 06, 2011 9:03 am

Purity Lied wrote:The presonus support guy did just offer to look into the issue personally, didn't he?
Give him the support # and let him sort you out.
Yes, a month must be very frustrating, but now you've got 1 to 1 with the department, what's with the attitude?
Do you want the problem solved or not?

Have you read the posts? The probem is solved. I solved it. Why would I deal with another support guy, who also didn't read my posts?

Also, offering to help, isn't being able to. Since I now know what the problem is I'm really surprised anyone who didn't technically know the software didn't spot it immediately. It took me learning the techical stuff to solve it.

Is Studio One still OEM software or are the Kristal people now Presonus? Maybe I should have contacted them instead.

Amberience · Post by **Amberience** » Wed Jul 06, 2011 10:51 am

I've never had any problems with any of the Presonus people.

I have to say... not divulging all the details about your system is a bit of a sure-fire way to hit a block when it comes to support. Software support often involves a lot of detective work, and without all of the relevant clues, it can get very difficult. As a "developer" I would hope you would appreciate this, but it seems not.

The best way to resolve issues quickly is to be open and forthcoming with information with the support staff. An antagonistic attitude will inevitably lead to confusion on both sides.

I think it's very unfair laying all of the blame at Presonus. I mean... a lot of the time people don't mention they're running 6 other programs (anti-virus, firewall, etc.. etc..) that all have low-level access to the operating system and the permissions of the drive... that is just OBVIOUSLY important information when trying to debug an issue.

khanyz · Post by **khanyz** » Wed Jul 06, 2011 11:06 am

Amberience wrote:I've never had any problems with any of the Presonus people.

I have to say... not divulging all the details about your system is a bit of a sure-fire way to hit a block when it comes to support. Software support often involves a lot of detective work, and without all of the relevant clues, it can get very difficult. As a "developer" I would hope you would appreciate this, but it seems not.

The best way to resolve issues quickly is to be open and forthcoming with information with the support staff. An antagonistic attitude will inevitably lead to confusion on both sides.

I think it's very unfair laying all of the blame at Presonus. I mean... a lot of the time people don't mention they're running 6 other programs (anti-virus, firewall, etc.. etc..) that all have low-level access to the operating system and the permissions of the drive... that is just OBVIOUSLY important information when trying to debug an issue.

That's a load of crap. You only need to know the execution dependencies and environment of the running process to perform diagnostics. It is only inexperienced and lazy support that require you to send them everything. I know this because I have troubleshot huge systems where it was logistically impossible to get all the information and usually would take too long.

The best way to diagnose the problem is to find the program/library where the crash occured and work back. This is to see if the program/library is at fault or the way it was handled. In the case of Security Software this would tell me if it was the program or the environment causing the issue. You don't need to go through all the programs installed to do this and the OS isolates them sufficiently that you only need to consider the process tree (with hooks), not the full system.

And so, initally I was amiable and sent them all the details from the crash. This included the 3rd party software which had hooks in the OS and would therefore interact with Studio One. When asked for a full system dump, I said no and that I would parse it for the information they were after, but they couldn't tell me the information they were after. I guess they just wanted to sift through and hope inspiration would strike. I have had no technical response from them since, just they'll get back to me. If they wanted the Anti-Virus info they could has asked, but in the end that wasn't the issue.

As for you, you assume too much and in the end I assume you're an idiot. Is that antagonistic enough for you?

bronxsound · Post by **bronxsound** » Wed Jul 06, 2011 11:24 am

^
at least you have paid cheap for the software...

khanyz · Post by **khanyz** » Wed Jul 06, 2011 11:27 am

bronxsound wrote:^
at least you have paid cheap for the software...

Indeed, heaven help those who paid full price. It's a pity I didn't get it on a CD so I could use it as a coaster.

You live and learn (to avoid certain companies).

Goseba · Post by **Goseba** » Wed Jul 06, 2011 11:33 am

nigel_khan wrote: It's a pity I didn't get it on a CD so I could use it as a coaster.

You could always burn yourself one for the satisfaction.

I can sympathise with you on this.

bM3w · Post by **bM3w** » Wed Jul 06, 2011 11:35 am

nigel_khan wrote:
Amberience wrote:I've never had any problems with any of the Presonus people.

I have to say... not divulging all the details about your system is a bit of a sure-fire way to hit a block when it comes to support. Software support often involves a lot of detective work, and without all of the relevant clues, it can get very difficult. As a "developer" I would hope you would appreciate this, but it seems not.

The best way to resolve issues quickly is to be open and forthcoming with information with the support staff. An antagonistic attitude will inevitably lead to confusion on both sides.

I think it's very unfair laying all of the blame at Presonus. I mean... a lot of the time people don't mention they're running 6 other programs (anti-virus, firewall, etc.. etc..) that all have low-level access to the operating system and the permissions of the drive... that is just OBVIOUSLY important information when trying to debug an issue.
That's a load of crap. You only need to know the execution dependencies and environment of the running process to perform diagnostics. It is only inexperienced and lazy support that require you to send them everything. I know this because I have troubleshot huge systems where it was logistically impossible to get all the information and usually would take too long.

The best way to diagnose the problem is to find the program/library where the crash occured and work back. This is to see if the program/library is at fault or the way it was handled. In the case of Security Software this would tell me if it was the program or the environment causing the issue. You don't need to go through all the programs installed to do this and the OS isolates them sufficiently that you only need to consider the process tree (with hooks), not the full system.

And so, initally I was amiable and sent them all the details from the crash. This included the 3rd party software which had hooks in the OS and would therefore interact with Studio One. When asked for a full system dump, I said no and that I would parse it for the information they were after, but they couldn't tell me the information they were after. I guess they just wanted to sift through and hope inspiration would strike. I have had no technical response from them since, just they'll get back to me. If they wanted the Anti-Virus info they could has asked, but in the end that wasn't the issue.

As for you, you assume too much and in the end I assume you're an idiot. Is that antagonistic enough for you?

All that doesn't justify the bold thread title. You can ask if PreSonus support is usually good or bad, but with that subject and your negative attitude it's no doubt you've already decided. You don't seem to be interested in hearing anything different other than "PreSonus support is bad".

Sorry dude, but I think you're wrong. You may have had a bad experience, but that's just you and maybe a few others. From my own experience and the many positive posts on their forum I can tell that their support is top notch. Very friendly and helpful.

lfm · Post by **lfm** » Wed Jul 06, 2011 11:37 am

I missed the page 2, sorry....unintended post.

trimph1 · Post by **trimph1** » Wed Jul 06, 2011 11:38 am

OK...early intervention time...

In the upcoming war between the bashers and the fanbois..will there be any space for those who like what they see but want some improvements???

MountainKing · Post by **MountainKing** » Wed Jul 06, 2011 11:39 am

From my own experience and the many positive posts on their forum I can tell that their support is top notch. Very friendly and helpful.

+1

khanyz · Post by **khanyz** » Wed Jul 06, 2011 11:42 am

OK, I changed the title.

And if you're saying they are good, then tell me how long they took to respnd, how knowledgeable they were.

How can I rate my own experience if I only get they're good. Are they still good if they reply after a week and if the reply is just some guy telling you to wait for a reply? How about if you wait 10 days for a status update and then have to get a status update on the status update and wait 5 days for a reply to that?

bM3w · Post by **bM3w** » Wed Jul 06, 2011 11:47 am

nigel_khan wrote:OK, I changed the title.

And if you're saying they are good, then tell me how long they took to respnd, how knowledgeable they were.

How can I rate my own experience if I only get they're good.

Fair enough.

The two times I used their support it took them maybe a day or to to get back to me and all I was asking for got resolved in a timely and friendly manner.

I think nobody really doubts your bad experience. Things like that just happen and I had numerous bad support experiences with other companies as well, but to get back to your original subject title: I wouldn't claim something like that, unless it happens again with the same company two or three times on a different subject. If it doesn't I would simply file it under "bad luck" or "$hit happens"

khanyz · Post by **khanyz** » Wed Jul 06, 2011 12:09 pm

As I mentioned before, this isn't the first bad experience I've had with them. The last time it was to do with Hardware but I still got no response and no contact with Technical Support, just Customer Support.

So it must be just me. Maybe they have a Nigel filter or something. UAD used to have a Nigel Simulator but they dropped it. Shame really.

Studio One/Presonus Support sucked if you were me (RESOLVED).