Tracktion Support timeframe

[iogdka]

Just curious, brand new to Tracktion Waveform Pro. How long does it typically take for them to respond? I put a ticket in 9 days ago and haven't heard anything. Not encouraging I have to say.

[dayvyg]

Their support leaves a lot to be desired. Their communication with their users in general is pretty weak.

[iogdka]

Well that's certainly discouraging. It was a fairly simple question, but one found not resolved here on this forum. Do they monitor the forum? How can one take a DAW seriously if there is little tech support? Certainly not if you partially make your livelihood by using this DAW.

[dRowAudio]

Hi there, can you please provide your support ticket number so I can check on this?

We aim to reply to all new tickets within 2 days but if your ticket needs engineering support further responses can be a bit longer.

[iogdka]

Finally heard from support after 10 days. Hopefully it won't take that long again after submitting the requested information. But thanks!

[iogdka]

It’s been another week and a half... three weeks since putting in the request. Does the A49 work with Waveform or does it not? It works with EVERYTHING else!

[pough]

EDIT: Oops! Advice already taken before I gave it.

[skipscada]

It’s been another week and a half... three weeks since putting in the request. Does the A49 work with Waveform or does it not? It works with EVERYTHING else!

The Roland A49? I had the Roland A49 and used it with Tracktion, but never got it to reliably do anything beyond basic keyboard functionality. Admittedly I'm probably not the most savvy when it comes to setting up these things, but I did spend som time trying to make it work as a DAW controller and general midi controller for knobs etc., but I never got there. I ended up dumping it in favour of an Arturia keyboard since I mostly use their instruments.

You probably want to try different settings as suggested by people for other controllers (see other threads on controllers&Tracktion). As far as I remember there are some counterintuitive things that may be required, such as making it a midi input, but not output in controller settings (speaking from memory, don't trust this).

[skipscada]

How long does it typically take for them to respond?

If the ticket involves hardware from other brands, it's understandable that it's hard for them to give an answer, but in that case I suggest they:

- Respond quickly with a brief assesment of the likelyhood of being given an answer, plus time frame.
- Create a web page for troubleshooting controllers+Tracktion. Just a list of known problems and things to try out, settings etc.

Radio silence from support and lack of documentation is definitely frustrating and not good PR.

[Teksonik]

I submitted a ticket on April 1st and did not receive a response until the 9th telling me the issue has been passed along to someone else.

As of the 16th I have not received another response let alone a solution to the issue.

That is not acceptable support but I guess that's the norm these days.

[Teksonik]

Still no helpful response from support three weeks later. I've been experiencing some weird bugs in WF Pro, random notes not deleting, sometimes it's not possible to add notes in the piano roll. Other issues I've reported have not been addressed let alone fixed.

WF is starting to feel a bit wonky and I'm not getting a warm and fuzzy feeling about company's commitment to the DAW.

I love WF but I don't want to get too attached to a DAW that's not getting the love it needs or to a company that's not giving the support it should.

[cjayconrod]

I can't speak on behalf of the Tracktion team, but the last time they got quiet like this it was because they were working on as many bugfixes as possible before the next major release. We're due for 13.5, so it makes sense they're trying to address as many reported bugs as they can before/in that release. Patience tends to pay off when it comes to Waveform.

[pough]

Still no helpful response from support three weeks later. I've been experiencing some weird bugs in WF Pro, random notes not deleting, sometimes it's not possible to add notes in the piano roll. Other issues I've reported have not been addressed let alone fixed.

I'm not going to try to convince you that the support is good, but I did want to chime in and say - even if you're likely to already know this* - that replicability is key. You need to be able to clearly say "when I do A, B, and C then D always happens." Random things happening are very unlikely to be addressed. A video showing it happen might be able to make up for a lack of predictable results.

* I know you have a lot of experience but I want to say these things for everyone who happens to read this.

[Teksonik]

I'm not going to try to convince you that the support is good, but I did want to chime in and say - even if you're likely to already know this* - that replicability is key. You need to be able to clearly say "when I do A, B, and C then D always happens.

I understand what you're saying. I've been an alpha and beta tester for many plugins and DAWs so I know the process of hunting and reporting bugs.

But in the case of this recent support request there are no steps "A,B,C, or D".

It's simply a case of the Waveform transport buttons not responding to MMC commands from my midi keyboard, something that does work in other DAWs. For example I hit the Record button on my midi controller but the record button on WF's transport does not respond....most of the time. Same for the rest of the buttons. Stop/Start, Rewind/Forward.

Periodically they will start working but there is no trigger event to cause them to work or stop working. Sometimes they work, most times they don't and there is no apparent reason why. So based on my experience that points to it being a bug in WF. Again the buttons are sending MMC commands and they do work to control the transport of other DAWs so it's logical to think the problem lies with WF.

I'd be more than happy to work through the issue with support, they suggest an action or ask a question, I run a test and respond with the results and so on until a fix is found.

However when there is no response from support then that bug hunting/fixing process can not happen. If someone who writes the code for WF were to respond here I'd be happy to work through it with them but again....nothing but silence.

So if support is totally unresponsive it doesn't matter how detailed a bug report is....nothing will ever get fixed.

[pough]

....nothing but silence.

Yes, I have definitely had experiences with support where the response was nothing but silence. (The one case I can easily recall does seem to be resolving itself as certain plugin developers update their codebase, so it's almost certainly not a Waveform issue in spite of the fact it only crops up in Waveform.)

So if support is totally unresponsive it doesn't matter how detailed a bug report is....nothing will ever get fixed.

...and I have also had experiences where the response was decent or even good.

The fact that the bad support isn't enough to turn me off is just happenstance and personal preference. I would be sad but not at all surprised if I stop seeing your handle in this part of KvR. Good luck with your issues!