Slate Digital: GROTTY Customer Service !!

[Klangarchitekten]

Hey guys,

I have never received a single response to my numerous mails concerning my inquiries.

At the moment I am having issues with FX-G and Wavelab 7.2.1 in batch processing mode. I reported it via their site and got a ticketnumber. It`s been more than 10 days and NOTHING happend.

Then there was the RC-Tube to VCC Upgrade promotion.
The promotion code didn`t work for me.
I reported that a couple of times to Slate via their website, direct mail to the customer support and PM to Steven Slate here on GS.

Guess what - never got ANY response.

Does Slate Digital actually have a customer service or they simply don`t care ?

P.S.: Trying to go to slatedigital.com I am receiving a 503 Error message....

Service Temporarily Unavailable
[The server is temporarily unable to service your request due to maintenance downtime or capacity problems. Please try again later.]

[soundsundergroun]

Bought Trigger and posted a question on the help desk. Going on 15 days now

[joelpatterson]

Have any of you ever met Steve Slate or seen him in action?

[Jeremy Krull]

Countdown to when the counter-shills arrive...

[idylldon]

Originally Posted by joelpatterson

Have any of you ever met Steve Slate or seen him in action?

You misspelled "inaction."

Cheers,
--
Don

[joelpatterson]

Inaction is the new customer service.




Okay... I have been watching this thread for the last hour, and no one has come to Steve's defense...
so I guess it's up to me.

Steven Slate is a visionary guy. When you look at the products he's created-- the approach he's taken with audio and the technical minutiae to render sound super-vividly-- he's tops. An innovator-- and how many people can you really say that about, really?

I am sure like anyone else he has patches that are good and some that maybe don't go that swimmingly-- I can relate to that. I would wager that the rewards of a little faith and patience might be enormous. I could be wrong-- I could be right.

[rksguit]

I bought SSD3.5 for $27 from Musicians Friend,clicked apply for discount on SSD4 EX,immediately bought it for $49[no pay pal yay!!!!]

Installed the new drum sampler on 2 machines......AMAZING DRUMS!

1 week later a bunch of NEW MIDI grooves for free!

I Could Not Be MORE IMPRESSED!

If it were'nt for the Ilok,Id be buying more of his products.

I'am broke however, so I'm kinda glad the Ilok curbed me,but I'll certainly be back for more,it is weird how some stuff just works great for many,but crashes n burns for others......sorry to hear,but you will get sorted.

The guy lives to excell!

[Klangarchitekten]

I am NOT talking about the quality of his products.
They are good otherwise I wouldn`t have bought them.

I am NOT talking about scheduled updates.

I am talking about the total lack of customer service when you have a problem.
Why do they assign ticket numbers and all that BS when you never receive a solution for YOUR problem?

Why do you never receive a reply when you contact support?
Why doesn`t Steven Slate acknowledge that there is a problem and that he`ll look into it when you PM him?

[Klangarchitekten]

Originally Posted by joelpatterson

Have any of you ever met Steve Slate or seen him in action?

Does this have ANY relevance to my problems?

[joelpatterson]

Originally Posted by Klangarchitekten

Does this have ANY relevance to my problems?

Tangentially, sure I'd say so. What I meant was, if you'd observed the guy, you might realize that in order to operate on the level he does-- come up with these breakthroughs and cutting-edge advancements-- some of the finer points of the follow-through might get a little frayed... people pay a price for genius.

[jkchuma]

From what I have seen Steven and his companies act as quickly as any small company with a large amount of customers can, not to mention apologizes and takes responsibility when there is a problem.

If you search, he has his personal email posted on this forum many times over. If you contact him directly he can make sure the ball gets rolling.

Sent from my DROID BIONIC using Gearslutz.com

[Steven Slate]

This breaks my heart, because the poster is correct. We're behind on tickets. Between the holiday, SSD4 release, and NAMM, our little tech support engine couldn't get up the mountain, and now there are quite a few customers who aren't experiencing the type of customer support that we usually offer.

I am fixing this. I am working with our tech support staff on a plan to get get caught up, and to be at a pace where every question is answered in 24 hours.

Cheers,
Steven