Support = non-existent?

[Caine123]

hi all,

I sent Bitwig 2 mails via contact formular and also directly via mail, no reply since 2-3 weeks :/
is this normal?

thx

[Trancit]

I normally had an answer at least after 2 days...

[icaria36]

Do you at least get the automatic email "Ticket NNNNNN - Thank you for getting in touch!"? If you do, then there is a ticket number and they go through ticket numbers and respond, usually within 1-2 working days. If you don't receive this automatic email, then are you seending these emails to support@bitwig and have you checked your spam folder?

PS: I'm VERY happy with Bitwig support over email. They always repond, quite timely, and with the best of their knowledge. Then my bug reports and requests may or may not be relevant to their backlog and the big picture, but this is another thing.

[Caine123]

thanks a lot, I checked my spam folder too but i didnt even get any Ticketnumber, strange :/

[Aegir]

The delay can be quite long. I had reached support on Oct 21 but only got feedback on Nov 5 after a gentle reminder on Oct 29. The support staff apologized for the delay. My request got forwarded to the dev team but the feedback was slow to reach the support staff precisely because of the beta effort. So I suppose that these days, it is even worse.

[bigbot]

I'm not contradicting your experience. With that said, I regularly get at least an acknowledgement of receiving my inquiry. If it is something I really need to know quickly, I use multiple sources for answers including this forum and ChatGPT. Nothing is perfect, though.

[pc999]

Quite usually it is fast, from my experience, but sometimes they take a while.

[icaria36]

I sent Bitwig 2 mails

Speaking of which, did you ask anything that perhaps we can help you with here, in terms of community support?

[Tj Shredder]

Sometimes emails are blocked by the provider. Usually it will bounce back, but once I found out it was blocked and did not bounce back. You can try another e-mail if you got one…

[Caine123]

thanks guys, i will try to send out a mail to them with another mail provider. cause i dont wanna start with a new DAW primarily knowing the support might be so so..... IL's support is quite good and i like there is still a forum.

Ableton has a forum too it seems what i like, dunno their support directly.

Bitwig is only Mail support, so it really depends on this.

my choice to learn a new DAW now more focused is Bitwig or Ableton now.

maybe on an next event you can talk to some people of bitwig too.

[silicon1138]

I normally get a reply in a few days.

[pdxindy]

12-24 hours, except on the weekend