how are Bitwig & Studio One supports?

[rod_zero]

I think support isnt a stupid or extravagant requirement .

For example, problems with activation should be solvedd fast, without hiccups. Same with content delivery.

[Elektronisch]

I'm puzzled here. I never created a thread on that topic, let alone an "amount of threads".

Nevermind man, was a lame atempt to joke from my side

[Elektronisch]

I think support isnt a stupid or extravagant requirement .

For example, problems with activation should be solvedd fast, without hiccups. Same with content delivery.

No its not, but definatly extravagant. Your given example i think is not ideal, because how fast such thing can be solved depends on how many people work in company and how many tickets they have (ex traffic). So just physical some things might be not possible to solve fast.
I did encountered support that is not good, but its not something from preventing me to stop using companys products because in those cases problems were not that seriously blocking from making me music and eventualy those were solved.

And while writing this, particular case was with Traktor 2 activation on my deaktop pc with windows. NI staff was very helpful despite being unsuccess and after couple months returned with a solution wich finaly worked (it was a strange case on wich NI was puzzled themself).

[tooneba]

Studio One used to have huge CPU problems, I think it was until 3.5 was released, or maybe 3.3, but it they could never admit it. Now when this is fixed, it only proves that the problem was real.

That move put Presonus on my blacklist, would never want to deal with company like that.

I got same impression from that move. Shady and disgraceful.
Thought I'm agreeing with

If I would choose a DAW based on the support[...]

That's the thing. I see absolutely zero reason to do so.

but at the same time I can support more genuine group by purchasing from them and avoid giving my money to disingenuous business.

[pekbro]

Definitely, Studio One has seemed to improve in the way of CPU efficiency.
Can't say I ever had to contact presonus support for any reason. Anyway,
I bought it because it was super cheap

Same with Bitwig actually... Starting with version 1 - 2.3, I still have yet
to pay in total, the equivalent of a regular license.

[pekbro]

That's one thing Ableton will never do to you, make you regret spending
considerably more than other users, solely due to timing. Bitwig early adopters
are likely at twice the cost I am for exactly the same thing, except for the forum
badge of course.

Probably worse for the Studio One aficionados actually.

[chk071]

If I would choose a DAW based on the support[...]

That's the thing. I see absolutely zero reason to do so.

but at the same time I can support more genuine group by purchasing from them and avoid giving my money to disingenuous business.

How would you be able to even judge that though, based on support, OR, when you will never need support, when everything's fine, and the documentation provides all the info you need? If support is the greatest on earth, and the product is the worst, there's nothing encouraging me to go for the product. Actually, when i'm in vast need of support, the product can't be so good at all.

Anyway, it's funny we always discuss these topics, because the OP will never come back to them anyway.

[Caine123]

i think it is REALLY important to know about support as well!

just check e.g. THE MANGLE, A GREAT product and it seems to work still without major flaws? but imagine some new DAW or something and you get some issues and NO support is there :/

or checkout IRIS 2. stuff is still not solved! so im rather checking out products with good feedbacks than a product which may be working well but risky for the future (alchemy windows cough cough).

so everyone who says support doesnt matter (i mean support with good results) should really think about it..... or go to the doctor

[tooneba]

If I would choose a DAW based on the support[...]

That's the thing. I see absolutely zero reason to do so.

but at the same time I can support more genuine group by purchasing from them and avoid giving my money to disingenuous business.

How would you be able to even judge that though, based on support, OR, when you will never need support, when everything's fine, and the documentation provides all the info you need? If support is the greatest on earth, and the product is the worst, there's nothing encouraging me to go for the product. Actually, when i'm in vast need of support, the product can't be so good at all.

Anyway, it's funny we always discuss these topics, because the OP will never come back to them anyway.

As I said I'm agreeing with the part you wrote that we don't need to pick DAW for quality of support, but I would rather help honest and genuine people who are trying to be sincere to their users.

[Reefius]

About Bitwig: I don't know about their support because I've never needed it, but they (especially Dom) used to be pretty active and helpful in their subforum here on KVR. But now it looks like they have abandoned their forum, as they have gone completely quiet.

[Zexila]

There's not a good sing from Bitwig support either, Bitwig have major issues with sluggishness on retina mac's and it was ignored and blamed on Apple until recently when they acknowledged it's their fault and they will fix it, so they made it right in the end, but it's something to consider, it's serious show stopper and they tried to dodge it for quite some time, imagine if something not so big was the problem, yeah, goodbye fix.

Here's the threads:
viewtopic.php?f=259&t=498067
viewtopic.php?f=259&t=480606

The GUI is currently rendered entirely on the CPU using Cairo graphics library. The performance problems are not to do with our use of Java at all but just the shear number of pixels that have to be painted by the CPU and some areas where we haven't optimized the painting as much as we could (by reducing the painting to just the areas that needs updating and not painting layers that don't need to be for example). However, we are also working on offloading much of the painting to the GPU via OpenGL (at least for all the fast moving stuff like meters, oscilloscope and arranger/note editor). This will make a HUGE difference but I can't say when it will be ready - but rest assured we are aware of the issue and actively working to fix it by making use of the GPU in the long run. So the good news is we should be able to fix this and make it very snappy assuming you have a decent graphics card.

[LawrenceF]

Support is like anything else, it's based on individual perception. Guy A may perceive it to be great while guy B may not.

One thing i can say with absolute certainty is that every companies support would do better, have more time to serve people who truly do need help, if they didn't have to also deal with people who use tech support like the user manual, becaue they're too lazy to read the user manual.

I'd bet a dollar to a doughnut that the guy who has a legitimate issue has to wait much longer because there's 25 other guys in front of him asking random RTFM or Knowledge Base questions.

I think I engaged Steiny's support twice in total in about 15 or more years of using Cubase. One I recall distinctly because my dongle had broken, I forget what the other ticket was for.

[BertKoor]

So lets say you run into a toxic combination of a DAW and ThisPlugin which crashes. Is the manufacturer of the DAW obliged to "support" (read: fix bug) this, or should you ditch ThusPlugin being AbandonWare?

[chk071]

So lets say you run into a toxic combination of a DAW and ThisPlugin which crashes. Is the manufacturer of the DAW obliged to "support" (read: fix bug) this, or should you ditch ThusPlugin being AbandonWare?

Another option would be to ask the developer of the plugin to look into the issue. After all, it might be the plugin which is the culprit. Or, let's say, it's rather likely, if other plugins work fine in the same host.

Support is like anything else, it's based on individual perception. Guy A may perceive it to be great while guy B may not.

One thing i can say with absolute certainty is that every companies support would do better, have more time to serve people who truly do need help, if they didn't have to also deal with people who use tech support like the user manual, becaue they're too lazy to read the user manual.

I'd bet a dollar to a doughnut that the guy who has a legitimate issue has to wait much longer because there's 25 other guys in front of him asking random RTFM or Knowledge Base questions.

Yeah. Especially Steinberg have a great konwledge base, which usually answered 95 % of the questions i had. From personal experience, i know many people aren't even capable of searching properly, though. Don't get me wrong, i'm not saying that it is always easy to search properly. Actually, a lot of things are quite hard to search. Especially in audio apps, which are not omnipresent in the internet, in terms of "i have this problem and solved it in this or that way". The less popular, the harder it will be to find answers. Again, though, Steinberg's knowledge base is great. If people would actually look for answers there, i doubt that their support would have such a bad reputation here. With intonation on "here", i don't know how it is perceived in general.

[pdxindy]

So lets say you run into a toxic combination of a DAW and ThisPlugin which crashes. Is the manufacturer of the DAW obliged to "support" (read: fix bug) this, or should you ditch ThusPlugin being AbandonWare?

A few months ago I had a problem with one particular plugin and Bitwig. I sent an email to Bitwig and to the plugin developer. After some back and forth, it turned out to be the plugin having the problem and the plugin developer fixed it.

I would consider the DAW developer obliged to determine where the problem is.