What do you guys consider acceptable, timewise on a support issue?
I opened a ticket going on over two weeks ago.
They did reply fast with the obvious list of things to try.
I did what they asked and got right back to them with no delay. They said that my reply email had no info in it.?? It did, I have a copy of it. The info just said I did what you asked and it did not help.
So I instantly resent it.
More days go on with emails from them, really had nothing in them that had anything to do with helping me. Just one line, one quota email a day wasters.
Finally they ask me to send some other recordings. I did. They said it was not done the way they needed it.
Ok, I did not understand exactly what they were asking for by the way they explained it. Good English but not perfect. Some people may have picked up what they wanted but I didn't.
Either way I remade the recordings and got it right back to them.
I always get right back to them so hopefully the ball keeps rolling. Remember, I can not use my guitar equipment.
I have not heard back for days now.
I sent an email yesterday asking where this stands so I know what to do next. So far today I have not received a reply.
Germany is 6 hours ahead of the eastern U.S. Their work day will end here shortly so that will push this onward and stagnant for yet another weekend.
When this issue started I figured it wouldn't be too bad because I have heard some good things about their support. I am not seeing it. At all.
I figured we would go back and forth a couple times with some questions and they would tell me what to do next.
I figured, by now, there would be the big next step, do this or send it in for repair.
I really am not liking being a bug/ beta, issue tester any more. I don't mind helping them figure this out but now it is going over two weeks and I am no where closer to using this thing.
Was I supposed to just send this thing back and get it fixed or replaced?
Or is this normal to go this long before even getting an initial diagnoses so I know what to do?
I have seen others get catered to with fast service on the forums through the years. Hell, I have seen where they have sent replacement KPAs before the customer even sent theirs in. Does it matter who you are?
I am not expecting this. But not what I am getting.
Actually when I have had issues with PC hardware, they would take my CC and send me a new one and once I received it, I would send in my defective one. That is the way good support should work.
Once again I did not ask for that but this thing is under warranty and this process is just going on too long. Considering we are STILL just in the questioning phase.
I come home everyday, walk in my music room, look at all of my equipment but turn around disappointed and walk out.
I would understand more if it were out for repair but it is not. It is just sitting here, unusable and useless with no fix in sight.
I really don't want to put them down. That is not my goal but this is just getting to the point of being unacceptable.
I paid $2200 for this thing. I would really like to use it.