Arturia tech support sucks!!

[Svein]

I have a corrupted minimoog licence on my synchrosoft key. I followed the instruction on arturias website on how to get a new activation code. After a week still nothing. I´m really pissed of cos I need the synth right now.
Any others having similar experiences with arturia?

[LQM]

I had great support from them in the past, they did a great job in getting me activation codes when my syncrosoft dongle broke. They were the fastest of the several companies I needed codes for (including Steinberg, Korg, Virsyn and others) and have been helpful in other enquiries.

[houndog328]

Just the opposite, I swapped computers and didn't know I had to transfer the license to the dongle first and thought I was screwed, but an email to tech support answered within 24 hours got me a new code and I was up and running. Try customer support through your registered login.

[Svein]

Ok! I will calm down now!
tnx

[dougb415]

Send a Support Request to Antoine; he's pretty good about helping out.

[Screwdio]

I had a similar experience with authorizing my CS-80 software. I had to jump thru hoops to get anyone to respond. Took forever to get the issue to resolved. Waaaaayy more time than any paying user should have to spend on a simple software authorization.

[The Beatsmith]

they won't reply to my email currently (i got an automated email last week and nothing else) and their forum is dead. great.

[twoohfour]

Originally Posted by The Beatsmith

they won't reply to my email currently (i got an automated email last week and nothing else) and their forum is dead. great.

did you have any luck? i need to get in touch with them as well.. do they have a phone number?

[houndog328]

Originally Posted by The Beatsmith

they won't reply to my email currently (i got an automated email last week and nothing else) and their forum is dead. great.

Are you emailing using the general info address or going through your owner support login?

[twoohfour]

Originally Posted by dougb415

Send a Support Request to Antoine; he's pretty good about helping out.

How can I email Antoine?

[The Beatsmith]

i ised owner support email form thing.

no reply still.

i ended up having to buy a dongle to get round my problem.

[Jorg]

I never a great experience with their customer support either.
Nothing like the support from UA or other companies.

The biggest issue is that it takes them way too long to get back to you.

[frankie c]

...My Jupiter 8 dongle BROKE while moving my computer and I still can't get a reply from them WTF!!!!!

[chrisgil]

anyone get a phone number for them???

my elicencer suddenly isnt working, and a lot of my projects have the arturia stuff on them and I cant open the projects at all.

I seriously need it sorting in 24 hours, im right in the middle of a project.

ta

[undertone]

I find it funny that all the French companies are getting flak for bad support at this time of year! Don't forget that in France I think the average is like 4-6 weeks vacation a year and of course most of that time is reserved for the summer months.

"Eet ezz zee soomair ta-ime! Waii ar iou weurkeeng?"

[iain_m]

Hi all,

I'm posting here after trying to contact Arturia technical support, and also attempting to log into the forum on their own website (which gives the message "Sorry Guest, you are banned from using this forum!", despite my being registered and having previously posted).

The situation is as follows:

• I am a registered user of the Moog Modular V.

• In October, I downloaded the Moog Modular 2.6 public beta. I found immediately that the standalone version does not work with the RME Fireface 400 ASIO driver. It crashes when I attempt to select the RME audio driver in its configuration options.

• I reported this to Arturia on 26 Oct.

• On 10 Nov, I received a reply from Arturia saying that they'd had similar reports from other Fireface users, and that they would have to get a Fireface for testing.

• On 23 Nov - by which time the 2.6 update was released - I was setting up a new DAW, and I wrote to Arturia asking whether the issue had been fixed so I would know whether to install v2.5 or v2.6 of the MMV. I didn't receive a reply.

• I eventually tried v2.6 and found that the standalone still crashes with the Fireface ASIO driver. I wrote to Arturia on 1 Dec, asking if there is a fix in the pipeline, since it's a known issue. It is now 12 Dec and I've not received a reply.

Is anyone from Arturia available on this gearslutz? Is there a secret to getting a reply? Some previous enquiries I've made to Arturia have received a very prompt reply, so the present situation is particularly frustrating.

[AJ Reynolds]

i had problems with the minimoog v about 5 years ago. i never got it to work and found their support to be useless.

[iain_m]

Hmm, are any of you guys able to log into the Arturia website forums?

I am still getting the "Sorry Guest, you are banned from using this forum!" message - even when I try to visit the 'Register' page, to try resetting the password..

[Squidy]

Originally Posted by iain_m

Hmm, are any of you guys able to log into the Arturia website forums?

I am still getting the "Sorry Guest, you are banned from using this forum!" message - even when I try to visit the 'Register' page, to try resetting the password..

Well, that's what you get for asking for support!

[iain_m]

Ok, I've now PM'd DenisArturia (a member of this forum) and asked for the case to be followed up.

[Squidy]

Sweet, let us know how you get on

[iain_m]

Update - I've received a reply from Denis who is following it up.

Apparently they need to get a Fireface for testing.

[cane creek]

Originally Posted by iain_m

Update - I've received a reply from Denis who is following it up.

Apparently they need to get a Fireface for testing.

Delete you from their forum then they don't have to buy a fireface, sounds pretty straight forward stuff to me

[LucidDreamStudio]

I'm surprised other people had good experiences with Arturia. I found their equipment problematic, and their tech support nonexistent. I had the same problem you have, and Sam Ash wouldn't return it because it's software. Eventually Arturia did help, but they took over 7 days.

Recently I sent them a message because my V Collection doesn't work. They never responded. If you know anybody that speaks french, that might help.

I did find this information online:

US Headquarters:
5776-D Lindero Canyon Rd #239
Thousand Oaks, CA, 91362
Phone 866.567.5955
617.364.6869

[LucidDreamStudio]

Recently I sent them a message because my V Collection doesn't work. They never responded. If you know anybody that speaks french, that might help.

I did find this information online:

US Headquarters:
5776-D Lindero Canyon Rd #239
Thousand Oaks, CA, 91362
Phone 866.567.5955
617.364.6869