KVR Audio

dsan@mail.com · Post by **dsan@mail.com** » Thu Mar 06, 2014 9:56 pm

You Guys! such pranksters.

I have been holding forever and no one seems to answer. Wazup!

BTW - Amanda sounds hot......somebody get her a fan.

Happy Musiking!
dsan

hibidy · Post by **hibidy** » Thu Mar 06, 2014 10:00 pm

LawrenceF · Post by **LawrenceF** » Fri Mar 07, 2014 12:37 am

I think I've probably made 3 tech support phone calls in like... the last 5-7 years or so... (for software that is, DISH Network or Telecom is quite another matter )

MOTU: The Mach 5 installer was really bugging out when I first bought it.
Norton: I needed to combine accounts with different email addy's.
Corel: It kept making me register over and over on launch.

Oh... I forgot... Sony. I called to get waved through a grace period.

That's about it. When I get put on hold I just turn on the speaker on the cordless - never call any tech support on anything but a wireless phone - and keep doing whatever it is I was doing until they answer.

hibidy · Post by **hibidy** » Fri Mar 07, 2014 1:05 am

Speakersphones are great for JUST that

lfm · Post by **lfm** » Fri Mar 07, 2014 10:45 am

What is a really nice approach is when you can tap in you number and they call you back - that I would like to see in support desks as well.

Then I would belive Amanda when she says - Sorry to keep you waiting.

It's all over other kind of companies that seriously don't want to miss your call - but I think support is to be restricted by the cost of calling. The threshold to write an email is not that high, I guess.

LawrenceF · Post by **LawrenceF** » Fri Mar 07, 2014 3:38 pm

I tend to think - and yes, it's just speculation on my part - that really good tech support, knowledgeable tech support for those who really need it, is probably expensive.

I say that because anyone with enough technical knowledge about something to do those jobs well when and where it really matters are probably always looking for better jobs. Probably why a lot of Tier 1 support in various industries is scripted with flowcharts or something, because the people you're talking to maybe often don't actually even know as much about the technical nature of the product as you do.

I can't imagine a random person on a tech support desk reading a script making $50k a year... as opposed to a Tier 2 support guy who might be a systems engineer.

lfm · Post by **lfm** » Fri Mar 07, 2014 5:49 pm

I don't mind paying for proper support - problem not all offer that option at all.

And I wonder why?

I talked to Cakewalk why I left them, and will see in future if they get that argument about people being or are aiming to be professionals will be ready to pay. They cannot have their main tool malfunctioning and nowhere to go.

I talked to swedish distributor of Presonus today, and they have not talked about this either - annual support subscriptions or something. They only support retail shops in turn - and as user you have to turn to people at your music store.

Are all vendors just turning to people thinking - it's fun if it works, otherwise I don't care?

Is it only Avid that are professional about this?
But as I discovered on their forum - you don't always get help there either.

I suspect Tier2 support, are really part of developer team - so part time they support to also get relevant information about problems.

Tier 1 is only helping people get started and such - are you sure your computer is turned on, and that kind of level.

LawrenceF · Post by **LawrenceF** » Fri Mar 07, 2014 6:05 pm

lfm wrote:Tier 1 is only helping people get started and such - are you sure your computer is turned on, and that kind of level.

Seems to be exactly that in many large corporate situations, kind of a "filter".

I also have no doubt that a certain percentage of all tech support emails are probably RTFM related.

I only say that because you also regularly see that in just about every product tech support web forum. If you could see a categorized list of every tech support topic from email support requests (from anywhere), I'd be willing to bet that a good 20% or even more are like that... which probably makes it even worse for people who really need help.

I imagine a tech support guy in India doing a quick Google search and giving an answer.

lfm · Post by **lfm** » Fri Mar 07, 2014 6:41 pm

I checked just now that Magix has something they call Premium Pro support - that you can buy as extra level.

The normal Premium Email support is one year included for a product you buy.

I am that impressed by this so I bought Magix Music Studio 2014 for €100, and will evaluate again what Magix are about. So far quite impressed by that product. I succeded in 10 minutes to do what I did not succeed with Studio One in two days.

Magix still have not fixed their issue with Waves Element though, as soon as you insert it - it either does not sound right, or crash software. So I'll see what their support is about again - if Tier 2 is available or not.

In April last year running trial ProX , I had to start with debugging their debugging tools that were to collect system info - not so good. They could not read their own format of the resultfiles. We never got to actually debugging Element.

We'll see what happends....stay tuned as they say....

Did you receive support on Studio One recently?