Audioease Support is grimm

[T_R_S]

I emailed Audioease on Tuesday and got no response other than to say they respond when they can.
I tied to re-install Altiverb 6.1 and I get an error and it quits the install.
I think this is pretty bogus support considering all the crashes I get with TDM Altiverb.
I am getting TC 's new verb and If I can't get this solved ....

[Soundproof]

Hopefully they're busy releasing Speakerphone!

You've probably checked out their forum for help already?

Audio Ease - Altiverb

Just a thought..

[T_R_S]

This software is a joke .. TDM stability is lame !!!!
- 4 Days NO email support!
- TDM has been unstable since Day 1tutt
- Installer 6.1 does not work on my G5 I had to install in on my laptop
the drag plug-in over to my G5.
-6.1 totally crashes Protools 7.3.1 cs2
USABLE! Not pro software at all!
fuuck

[T_R_S]

- 7 days and no email support $800.00 piece of software with Zero Support
- Another terrible bug switch between a TDM to RTAS the same settings soung very different.

[e-cue]

Originally Posted by T_R_S

- 7 days and no email support $800.00 piece of software with Zero Support

7 or 8 days?

[xist]

Strange, even if it's true that they are a little company, I have always had a good support the few times I've needed it.

In their website there's a phone number too, maybe you could try that....

Phone:
++31 30 24 33 606

[Ditherman]

They have always responded to me right away....I've never waited more than a day, and that's with a big time zone difference.

[mixerguy]

Originally Posted by Ditherman

They have always responded to me right away....I've never waited more than a day, and that's with a big time zone difference.

me too.

[dj! (112dB)]

Just for the record, our ticket system shows that we replied to T_R_S's email the day after it was sent. It might have ended up in his spambox, it might still be underway, or little Internet gremlins might have eaten it--which, I don't know. At the moment we are doing our best to figure out the cause of the problem.

-- dj! @ audioease.com

[T_R_S]

Originally Posted by dj!

Just for the record, our ticket system shows that we replied to T_R_S's email the day after it was sent. It might have ended up in his spambox, it might still be underway, or little Internet gremlins might have eaten it--which, I don't know. At the moment we are doing our best to figure out the cause of the problem.

-- dj! @ audioease.com

Funny how you respond here and I get no response on your own forum! tutt

[jdjustice]

did you finally get the issue sorted out and were your further enquiries answered promptly?
i am concerned something might be wrong at Audio Ease; i have read a recent post from Wade Goeke where he stated that he completely passed on an Altiverb purchase (even though he owns multiple convolution reverbs) because someone there was 'super rude' to him.
Wade is the king of customer service and people skills, and if they were rude to HIM then they are probably having some real issues with staffing or there is just incompetence involved.

EVERY COMPANY THAT WILL SUCCEED must have excellent customer service; from the people who answer the phones to ANYONE who is in verbal or written communication with the public. to me that is the FIRST rule of business.
A company that treats its potential customers poorly will not succeed in the long run.

Heads up, Audio Ease!
i love your products but am genuinely concerned (in a supporting way) for your future if this is how you do business.

~j.d. justice

[xist]

jdjustice, I definitely and completely agree on these principles....

For example I've refused to make business with some software houses, because of the communication approach they have.

At the same time, if you know how the forums and web 2.0 work, we have to be careful because it's terribly easy to create a bad word of mouth which can be caused even by very small things which sometimes CAN happen in real life (a lost email, or even simply health problems, etc.). I've seen it happen many times.

Of course, in this particular case, I hope the issue has already been fixed...

p.s: in general, a good knowledge of how the e-mail medium works can help. Countless emails get lost or end up in junk filters and users often do not even know they exist. Also having a "serious" email address, for such professional contacts, can make the difference. Sometimes the generic and free accounts can give problems...

[T_R_S]

Maybe they are hard at work fixing 6.1 TDM because it's a joke.
It locks up Protools when you do a DSP shuffle.
= UNSABLE in TDM mode
so then you may ask why not use RTAS well switch a TDM Alitverb to RTAS
... it sounds completly different.
WTF is up with that?
I like Alitverb but upgrading to the TDM version was complete waste of money and my time.

[George Necola]

T_R_S.. I am back from my holidays and you are bitchin..



you are complaining about the support, xist can you check your inbox and tell us, if you got any mail from TRS in your supportmail?

TRS is a respected user around here, and I would like to make this dogfight end. if its possible solve this issue with a phonecall or email.

cheers & let me know

[xist]

Originally Posted by George Necola

T_R_S.. I am back from my holidays and you are bitchin..



you are complaining about the support, xist can you check your inbox and tell us, if you got any mail from TRS in your supportmail?

TRS is a respected user around here, and I would like to make this dogfight end. if its possible solve this issue with a phonecall or email.

cheers & let me know

Ehm George, maybe you are a bit confused :-)
I'm NOT an AudioEase guy, the user you talk about is "dj!", see above.

[T_R_S]

Originally Posted by George Necola

T_R_S.. I am back from my holidays and you are bitchin..



you are complaining about the support, xist can you check your inbox and tell us, if you got any mail from TRS in your supportmail?

TRS is a respected user around here, and I would like to make this dogfight end. if its possible solve this issue with a phonecall or email.

cheers & let me know

Does an automated email count? stating
"We are recieved your request and we will try to resolve this issue as soon as possible."
That was on July 17.
Holiday's that's right I forgot you Europeans take July and August off.
Anyways the point is moot now we replaced all Alitverbs in all the sessions with something else.

[minister]

Hmmmmm.....

that is too bad. i have received nothing but quick and excellent support from them. same day e-mails. (or next morning as they are 7 hours ahead of me.)

and i have had decent luck with AV TDM 6.1 on a 7.3.1cs3 HD|4 rig.

[George Necola]

Ehm George, maybe you are a bit confused :-)
I'm NOT an AudioEase guy, the user you talk about is "dj!", see above.

I am confused.. as always

thanx & sorry

[elambo]

Originally Posted by dj!

Just for the record, our ticket system shows that we replied to T_R_S's email the day after it was sent. It might have ended up in his spambox, it might still be underway, or little Internet gremlins might have eaten it--which, I don't know. At the moment we are doing our best to figure out the cause of the problem.

-- dj! @ audioease.com

TRS says you sent him a form letter, nothing more.

I think the the meat of this issue lies in the meat of your response - if you've already offered true assistance, he's out of line and should probably apologize and let the truth be known. If your "response" was only to tell him that you'd be getting around to it eventually, but haven't yet, then he has every right to complain just as he has already.

[Geert van den Berg]

Originally Posted by dj!

Just for the record, our ticket system shows that we replied to T_R_S's email the day after it was sent. It might have ended up in his spambox, it might still be underway, or little Internet gremlins might have eaten it--which, I don't know. At the moment we are doing our best to figure out the cause of the problem.

-- dj! @ audioease.com

An automated response isn't really helping anybody, it's only a confirmation that the mail did arrive at the correct address.

Originally Posted by T_R_S

Funny how you respond here and I get no response on your own forum! tutt

Very weird indeed.

Originally Posted by T_R_S

Does an automated email count? stating
"We are recieved your request and we will try to resolve this issue as soon as possible."
That was on July 17.
Holiday's that's right I forgot you Europeans take July and August off.
Anyways the point is moot now we replaced all Alitverbs in all the sessions with something else.

I agree partly. You bought a product and want it to work correctly, however as there are many computer configs and installs it can be very hard to pinpoint the exact problem and as a small company it's hard to give everybody direct support. Though the time you have been waiting is much too long.

I have only heard stories of good support from Audio Ease, so we can assume this is an exception for which there probably is an explanation.

In the meantime you could have used the RTAS version. Which is known to work very good, also the small latency you'll have is just a slight larger pre-delay, which shouldn't be bothering much, you can always tweak the pre-delay of the reverb to make it shorter and end up with the same end result.

I would never run an IR reverb on a TDM chip, that's a bit a waste of resources, well maybe if your computer is not so fast or if you also run a lot of virtual instruments you might need to do it. I agree, if it's advertized and sold as working, it should work, but I can also imagine it's hard to do correctly. Even Digidesign/TL Space isn't without problems...

[dj! (112dB)]

Originally Posted by elambo

I think the the meat of this issue lies in the meat of your response - if you've already offered true assistance, he's out of line and should probably apologize and let the truth be known. If your "response" was only to tell him that you'd be getting around to it eventually, but haven't yet, then he has every right to complain just as he has already.

Perhaps I shd have stated this a bit clearer. Our support system automatically sends out replies to incoming emails, that's the email T_R_S acknowledges. After that we sent a personal support reply to his issue that he apparently missed. On our forum we posted that reply, to which he then replied. We followed up on the issue through email and again he claims not to have received that email. Neither of the emails got returned as undeliverable so far.

If anyone wants to check our forum thread, it's here:
Audio Ease - Version 6 bugs

-- dj!

[dj! (112dB)]

Originally Posted by T_R_S

Funny how you respond here and I get no response on your own forum! tutt

I don't want to pick a fight here, but at the time you wrote that we had already replied to your issue both by email AND on our forum.

-- dj!

[Brian Middleton]

Originally Posted by jdjustice

Heads up, Audio Ease!
i love your products but am genuinely concerned (in a supporting way) for your future if this is how you do business.

This is *not* how they do business. This is somebody throwing unsupported Internet stink bombs because he had a problem that they couldn't solve instantaneously. They tried to help him, but he was clearly more interested in venting than in fixing (go read the thread if you don't believe me).

Sorry, but it just makes smoke come out my ears when people do this. Anybody who comes to GS for god knows how long asking about Audio Ease will see this thread title in the results, and it's wholly undeserved. AE is one of the good guys. They deserve an apology.

[Geert van den Berg]

Looking at the Audio Ease forum it seems there is a communication line between user and software developer, so I guess we can lock this thread now?

[T_R_S]

Originally Posted by Geert van den Berg

In the meantime you could have used the RTAS version. Which is known to work very good, also the small latency you'll have is just a slight larger pre-delay, which shouldn't be bothering much, you can always tweak the pre-delay of the reverb to make it shorter and end up with the same end result.

I would never run an IR reverb on a TDM chip, that's a bit a waste of resources, well maybe if your computer is not so fast or if you also run a lot of virtual instruments you might need to do it. I agree, if it's advertized and sold as working, it should work, but I can also imagine it's hard to do correctly. Even Digidesign/TL Space isn't without problems...

The TDM version sounds completly different that the RTAS version, so you can't just switch. I have a 7 card system so I can run what ever I need.
And No TL Space does Not crash and my system when there is a DSP shuffle.
These 2 bugs need to be addressed. I have told Audioease how to reproduce them.
My complaint is that they seem to be in denial that they even exist.
A definition of a bug is that it is 100% reproducable.

[dj! (112dB)]

Originally Posted by Geert van den Berg

Looking at the Audio Ease forum it seems there is a communication line between user and software developer, so I guess we can lock this thread now?

The communication line has been cut by T_R_S so feel free to lock away, I really don't have anything constructive to add anymore. Mostly I wanted to put T_R_S's accusations into perspective and I think I've done that.

-- dj!

[statikcat]

So.. Did you check your junk folder or not?