Tracktion "Customer Support" is not responding at all

[klngvrhltnss]

I have submitted several issues or requests through the official Tracktion Customer Support portal at https://tracktion.zendesk.com/ over the last month. I never heard back anything at all, other than the automated "Request received" mails. The software is not running smoothly and the creators are hiding. That's pretty unsupportive, pretty bad and unacceptable for a product I paid for, I think. Does anyone know, how to get questions answered by the people at Tracktion?

[Watchful]

Traditionally there were two avenues: zendesk, and here at KVR, where the developers were very active and interactive, discussing tips, solutions, and fixes with us.

They've largely disappeared from both. FigBug is a contractor to them, and still scans the Tracktion pages here from time to time.

I don't believe they realize how disastrous this is for their reputation.

[pough]

They must be going through some kind of corporate issues. I remember they mentioned they hired someone to handle customer support but I have seen no evidence of any customer support since then. I have a ticket in since February that has been completely ignored.

[Dark Lane]

Likewise, I've given up on formal Tracktion support channels and rely on the kindness of other more experienced users on this discussion group. It's a waste of time even filling in a ticket...

[asprog]

Regarding zendesk, it's been like this for a while...
The most disappointing thing is their complete disappearance here on the forum!

[audiojunkie]

I was interested in some of their Linux plugins, but since they use Challenge Response copy protection on everything, I’ve refused to buy anything. If the company goes belly-up, I’ll feel bad for all of the users who can’t authorize their products.

[Kott]

I think they all at ADC. Let's see.

[jabe]

The website has only recently been revamped, so I'm inclined to think they're just busy with Waveform 13.

[klngvrhltnss]

I don't believe they realize how disastrous this is for their reputation.

This is inacceptable. I'm stuck in the middle of a project and can't continue, since the Waveform Pro 12 upgrade, as some essential functionality is broken. Tracktion doesn't seem to care. I really like the software, but the customer support is very, very poor.

[JamminFool]

they used to be pretty good at responding, but ever since Waveform 12 dropped, they have disappeared. i have had a bad feeling about what this might mean. i doubt i will upgrade again if this is the new normal.

[Matt73]

I have had the same problem. Love the software but it has more bugs than an Indians Jones movie and the support is appallingly bad. I got no response and had to scour the internet for a phone number in the US. Called it and left a message and someone got back to me and tried to help and the support responded for a short time but then another issue came up and it went back to my tickets being completely ignored. It's a shame because I like the software.

[fde101]

If you look at the list of moderators for the Tracktion section of the forum, there are five listed. Only two of them have been "active" at all this year: one shows as having been "active" this morning, but has not posted anything since mid-June. The other has not been "active" since August.

[Michl71]

What is going on here? Seems the Dev's are swallowed by the ground. No Reply since Weeks

[nowgad]

What is going on here? Seems the Dev's are swallowed by the ground. No Reply since Weeks

Support is up and running. Not like before, but it works. But, it is worth noting that somewhere it is written on the site that the owners of the pro version are the priority for support.

[UnionS8]

I also had few feature requests and didn't get any answer. Not even 'it's not possible'.