Arturia Forums

Harware Legacy versions => Origin => Origin Technical Issues => Topic started by: micram on August 26, 2010, 12:57:41 am

Title: Poor Technical Support - Case 89865
Post by: micram on August 26, 2010, 12:57:41 am
I've been very patient for over 5 weeks now and Technical Support seem to be very slow. Apart from receiving an apology from Denis for not responding quickly nothing else has been done.

Cannot connect to origin is all I get. Tried so many things it's frustrating. USB as MIDI in Cubase 5 works fine. Tried it on 2 PC's and a Laptop and no joy updating the Origin.
Current firmware is 1.0.7. Just will not update - after a while I get "Can't load preset infos".

I have zipped the log file for the Origin Connection sofware and sent it to them. No reply since a week.

Can anybody help?
Title: Re: Poor Technical Support - Case 89865
Post by: Cord on August 26, 2010, 05:39:59 am
July/August is vacation time. Just be patient.
Title: Re: Poor Technical Support - Case 89865
Post by: holografique on August 26, 2010, 06:23:49 am
July/August is vacation time. Just be patient.

wait a second....telling a customer to be patient for a company is not what you pay $2500+ for. We're not talking about some $200 piece of music gear here...

It's not the customer's responsibility to 'be patient". It's the manufacture's responsibility to provide the service they paid for with the product in a timely manner. It's also their responsibility to make sure they are properly staffed to deliver that service to a customer in a timely fashion.

I've been waiting over 2 months for new inventory to become available to replace my unit due to faulty components when I bought it new...so I'm not just defending this for nothing...

companies won't make the effort to improve service issues if you don't voice your concerns.

I love the products, but I will say the company has some work to do on their quality of service...

-o
Title: Re: Poor Technical Support - Case 89865
Post by: Denis on August 26, 2010, 10:53:41 am
Hi Micram,

First I would like to apologize for the delay in solving your problem.

Your logs had actually been forwarded to an Origin Technician who left for a deserved week of holiday.

I should have followed this case...I didn't...sorry again.

I've just forwarded your logs to an engineer working on Origin. Hopefully we will come back to you before the end of this week.

Kind regards,

Denis
Title: Re: Poor Technical Support - Case 89865
Post by: micram on August 26, 2010, 11:08:31 am
Ok Denis, thanks for letting me know. If somebody had told me that they were on holiday I would have at least known that something will be done at some point, but sending emails into a "void" and not getting any replies is a bit frustrating.
"holografique" is absolutely right with what he has stated.

Thanks,
Michael
Title: Re: Poor Technical Support - Case 89865
Post by: micram on August 27, 2010, 02:40:01 pm
The engineer sent me a file to update the Origin USB chip but unfortunately the USB connection on the Origin is no longer working! Talk about bad luck!
Were do I send it to get it repaired and how much will that cost to repair? I live in London (UK)

Thanks
Title: Re: Poor Technical Support - Case 89865
Post by: Denis on August 27, 2010, 06:08:22 pm
Hi Micram,

Just to let you know that your last message to tech support has been forwarded to the same engineer.

Hope we will find a solution very soon.

Kind regards,

Denis




Title: Re: Poor Technical Support - Case 89865
Post by: Cord on August 30, 2010, 02:08:51 am
July/August is vacation time. Just be patient.

wait a second....telling a customer to be patient for a company is not what you pay $2500+ for. We're not talking about some $200 piece of music gear here...


And...we are not talking about some $80k+ Porsche here neither. So put it in respective!

Next time I would watch my mouth before posting your insults. I am not working for Arturia, just wanted to point out the obvious. After all, that was the reason for the delay.
Title: Re: Poor Technical Support - Case 89865
Post by: holografique on September 03, 2010, 11:46:09 pm
And...we are not talking about some $80k+ Porsche here neither. So put it in respective!

Next time I would watch my mouth before posting your insults. I am not working for Arturia, just wanted to point out the obvious. After all, that was the reason for the delay.


lol...are you serious? so you're saying that I have to pay $80k on a product in order to get prompt technical support from a company? lol...you my friend are the one that needs to put things in perspective.

it doesn't matter whether that was the reason or not. a 5 week delay in getting a response for a high-end professional music instrument is UNACCEPTABLE. period. It is not the customers responsibility to bear the brunt of a companies inability to staff their team properly to ensure timely responses.

if you don't agree, then you simply have no sense of a very important aspect of running ANY company in todays market.....and that is called "Customer Service".

-o

Title: Re: Poor Technical Support - Case 89865
Post by: Cord on September 04, 2010, 12:40:32 pm
lol...are you serious? so you're saying that I have to pay $80k on a product in order to get prompt technical support from a company? lol...you my friend are the one that needs to put things in perspective.

Common, how hypocritical somebody can be. You started the whole thing about the price of the unit and brought it into relation with the customer service. I only put you in perspective and now you practically criticize my comment that are only a parody of yours!

It is obvious that customer service should work different. I did not judge in this case at all and said Arturia has great customer service with letting you wait for 5 weeks. No, all what I said is that in Europe during the months of July and August most people are on vacation and that this might be the reason for the delay.

You should read the forum/threads instead of just jumping to conclusions!
Title: Re: Poor Technical Support - Case 89865
Post by: holografique on September 04, 2010, 09:54:09 pm
lol...good lord. I think i'll leave it at that. I'll leave to someone else to take this one over.

what's funny about this whole thing is the customer agrees with me.

cheerio!

-o




Title: Re: Poor Technical Support - Case 89865
Post by: micram on September 07, 2010, 03:30:12 pm
Yes holografique I do agree. It does not bode well for a company to treat customers like that as they will think twice about purchasing their products in the future.

Denis has told me that Mohamed will contact me about a UPS pickup for my unit but it's been a week and no call/email.
Title: Re: Poor Technical Support - Case 89865
Post by: kokocalamar on September 07, 2010, 06:54:37 pm
I'm guessing that the whole Arturia team are very busy right now with the imminent release of the Origin Keyboard.

Remember, it's a small company. In fact, if you're not scared of the french language, here's a very interesting interview with the guys at Arturia:

http://makingsound.free.fr/index.php/interviews/en-visite-chez-arturia/ (http://makingsound.free.fr/index.php/interviews/en-visite-chez-arturia/)

And also: I am sure that in order to really promote the Origin Keyboard, they will work really hard with bug fixes and updates. Which we, as Origin Desktop owners, obviously will benefit from. :)

(But, I feel for Micram. Waiting for somebody to fix your problem must be very frustrating.)
Title: Re: Poor Technical Support - Case 89865
Post by: micram on September 08, 2010, 02:02:16 pm
I did not realise they were a small company and good on them for releasing a hardware synth. However, it does not excuse a lack of support! You expect a certain level from any company, no matter how big or small they are. I don't mind 3 or 4 days waiting but after that it starts to get silly.  ???
Title: Re: Poor Technical Support - Case 89865
Post by: cl5160316 on September 12, 2010, 07:28:45 pm
...and so, a couple more days pass.  I'm very curious to hear when this will be resolved.
Title: Re: Poor Technical Support - Case 89865
Post by: micram on September 13, 2010, 04:25:26 pm
I still have not heard anything yet!  :(
Title: Re: Poor Technical Support - Case 89865
Post by: Antoine on September 14, 2010, 09:29:50 am
Sure? I sent you something yesterday morning.
Title: Re: Poor Technical Support - Case 89865
Post by: micram on September 14, 2010, 09:32:56 am
Thanks Antoine, got that email. They will pick the Origin up on Friday.
Any idea how long I will have to wait before getting it back? Also, can they update it to the latest firmware once they fix it please.

Thanks,

Michael
Title: Re: Poor Technical Support - Case 89865
Post by: Antoine on September 15, 2010, 01:41:57 pm
Well, expect 48h-72h (maximum) for the unit reach our facility, we will process it with high priority (as we always do in case an Origin needs to be fixed) within 24h-48h depending on the problem, consider 48h-72h (maximum) for shipping back.
Your unit shall be back a week after it left your studio.
Title: Re: Poor Technical Support - Case 89865
Post by: micram on September 16, 2010, 11:14:43 pm
That sounds fantastic Antoine. That would be great if it all goes smoothly.

Many thanks.

Michael
Title: Re: Poor Technical Support - Case 89865
Post by: micram on September 23, 2010, 03:18:30 pm
Any feedback on receiving the Origin and what needs fixing?
Title: Re: Poor Technical Support - Case 89865
Post by: micram on September 29, 2010, 02:57:26 pm
Antoine, did you receive the email telling you to change the motherboard. I have not heard back yet?

Thanks
Title: Re: Poor Technical Support - Case 89865
Post by: Antoine on September 29, 2010, 03:46:06 pm
Yo Michael,
Unit properly repaired and shipped back yesterday evening. Please check your mailbox for further details.
All the best,
Antoine.
Title: Re: Poor Technical Support - Case 89865
Post by: micram on November 19, 2010, 09:06:01 am
In the end I received excellent support from Antoine who sorted all my problems out. I received the unit back and it's working beautifully. Glad to see someone is on the ball. High praise for Antoine.
Title: Re: Poor Technical Support - Case 89865
Post by: tonea on May 11, 2013, 06:07:46 am
I agree with you man  this guy cord is a fool. Captain save a company. Maybe his was free. Analogy of a 80 thousand dollar car.lol. if arturia made cars we would all be dead. If they made anything besides vst fakes we would be in trouble. I have come to the conclusion that arturia could give less than a damn about are happiness with these products. There ways are not like ours in america. I dont believe they like americans very much. So I would say boycott the products and lets move on. It really is sad because this thing could of been killer.
Title: Re: Poor Technical Support - Case 89865
Post by: tonea on May 11, 2013, 06:18:10 am
All these problems I have 20 plus keyboards some 20 years old and still work. To cut cost they should of used good plastic instead of metal. And gotten rid of the wood. Then you could use better knobs and encoders better screen and added sampling. The encoders are all on one board you have to take the whole board out with a special tool. Only available in france now how stupid is that. If you were on tour with this thing you would be screwed.  What a disaster.
Title: Re: Poor Technical Support - Case 89865
Post by: Cord on May 12, 2013, 04:06:06 pm
I agree with you man  this guy cord is a fool.

Thanks for the kind words. And taking into account that it actually comes from a lunatic, I take it as a compliment. 
Title: Re: Poor Technical Support - Case 89865
Post by: tonea on May 12, 2013, 08:01:44 pm
Your welcome
Title: Re: Poor Technical Support - Case 89865
Post by: Cord on May 13, 2013, 02:18:17 am
I think I am going to get the prophet 12 I am out of here good luck suckers.

I had my hopes up that at least one of your useless posts would portray some truth. But I must have been wrong.

BTW, Happy Mothersday!
Title: Re: Poor Technical Support - Case 89865
Post by: tonea on May 13, 2013, 06:47:44 pm
The truth is that I have 3 broke keyboards. All have had major problems. I just found out guitar center ordered number 4. We will see. Blue led cant be easily fixed. Thats the truth beta tester. So keep living in your beta world. Yours probably does not work either. You are just to stupid to know that.
Title: Re: Poor Technical Support - Case 89865
Post by: tonea on May 13, 2013, 06:55:12 pm
Your stuck in a arturia dream world. Good luck getting out. I think your lost forever.
Title: Re: Poor Technical Support - Case 89865
Post by: tertior on May 13, 2013, 07:34:30 pm

The problem is not Arturia but you, you are in the law of probability or something happens once and only once. If this happens it 2,3,4 times this happen again and again.
It is best that you find another brand.
Tertior expert probabilities ???
Title: Re: Poor Technical Support - Case 89865
Post by: tonea on May 13, 2013, 09:14:27 pm
Shut up fool . I can still get a refund so you live with this folly if you choose.  I allways new forum people were goofy go fuck yourself
Title: Re: Poor Technical Support - Case 89865
Post by: tonea on May 13, 2013, 09:22:02 pm
But you might be right. Cheap equipment is not for me. So long arturia goofies
Title: Re: Poor Technical Support - Case 89865
Post by: tonea on May 13, 2013, 10:31:59 pm
These beta testers with their smart mouths. any time any where ass holes. You guys hide in your little rooms taking up for  for this cheaply made product is really pathetic. The cool people on this forum these other guys must be french. They are allways on vacation.
Title: Re: Poor Technical Support - Case 89865
Post by: tonea on May 13, 2013, 10:38:14 pm
And would you like to have your flat ass spanked by a mother. Happy fags day dick head.
Title: Re: Poor Technical Support - Case 89865
Post by: JacksonP on May 13, 2013, 11:06:10 pm
Ok, I think we all know what does this guy has to say: nothing, 45 posts (and probably increasing at the moment...) of pure nonsense and totally maniac insults to people who has done nothing wrong to him.

I think now it's time to put end to this from forum management.  Please, give us a relief from this guy. I think he has broken every rule of serious and polite forum conversation. And he has convinced me from one thing: he never stops.

Title: Re: Poor Technical Support - Case 89865
Post by: tonea on May 14, 2013, 12:48:01 am
Whatever. goofy jackson you need  to be insulted because you arturia clowns are pathetic. Leaving arturia world and going to dave smith profesionall world . where you dont need to buy 4 keyboards to find one that works. Beta tester rhetoric. Any body who is thinking about make sure you an extended warranty.  You will need it I doubt these things will last 2 years.
Title: Re: Poor Technical Support - Case 89865
Post by: tonea on May 14, 2013, 02:10:07 am
Jackson p wants to insult people and then cry when you shoot back. Pathetic.
Title: Re: Poor Technical Support - Case 89865
Post by: tonea on May 14, 2013, 02:21:33 am
The fact that guitar center has recieved 3 keyboards that have major problems in workmanship is all that is needed to say Motif. kronos . Blofeld. Virus. Voyager. Jupitor 80. Venom and even mini brute ordered one recieved one that works and many other pieces of equipment. Amps effects interfaces etc. This is the only company that has been this pitiful. And a lot of these companys are small. No excuse. anybody looking to buy this keyboard think twice. Quality is bad company is sorry and forum is full of arturia trolls.
Title: Re: Poor Technical Support - Case 89865
Post by: goldenanalog on May 14, 2013, 04:14:44 am
The fact that guitar center has recieved 3 keyboards that have major problems in workmanship is all that is needed to say Motif. kronos . Blofeld. Virus. Voyager. Jupitor 80. Venom and even mini brute ordered one recieved one that works and many other pieces of equipment. Amps effects interfaces etc. This is the only company that has been this pitiful. And a lot of these companys are small. No excuse. anybody looking to buy this keyboard think twice. Quality is bad company is sorry and forum is full of arturia trolls.

If we lived close to each other, I'd meet you at a local sports bar and buy you a beer.

I'd be happy to sit there while you vented; then hopefully at some point you'd listen to me for a while, tonea.

What Arturia has done is extremely rare and risky in this day and age; what they have done will probably not be replicated-most keyboard tech out there is recycled.
Title: Re: Poor Technical Support - Case 89865
Post by: goldenanalog on May 14, 2013, 04:17:59 am
The issues you are dealing with could have happened in shipping. I just bought a used Origin keyboard; the box had a footprint on top of it! It was *crazy* packed; that's why it showed up in perfect shape. If not for the packing-it could have gone the other direction.
Title: Re: Poor Technical Support - Case 89865
Post by: tonea on May 14, 2013, 04:55:34 am
Finally someone with some sence. I am sure shipping is the cause but everyone has to send stuff  the same way. But you are cool analog. I am thrue posting about arturia. And to all cool arturians hopefully I can get one that works if not so be it. If that hard shell case is not enough then what is. maybe fedex.  Anyway I will try one more. Guitarcenter is cool. rep will be there for the unveiling.  I really like the way it sounds will check out before I leave. We will see.
Title: Re: Poor Technical Support - Case 89865
Post by: tonea on May 14, 2013, 05:19:34 am
But I dont need you to tell me the ends and outs of the industry.  I have been doing this for a long time. Over 35 years production .performance and touring.  I like the concepts. It still has to work. If its shipping then say that and find a solution. I purchased this board for a project we are working on. And so its been frustrating to say the least. But my apologies to all offended.  Its no big deal. I will use something else.
Title: Re: Poor Technical Support - Case 89865
Post by: goldenanalog on May 14, 2013, 05:32:13 am
I'd still like to buy you a beer, tonea. Regardless of how it works out for you (and I genuinely hope that it does).

I've been into this stuff since the late 70's myself.

We'd have a lot to talk about; I would *love* to listen to your stories, tonea!

All the best,

Roger aka goldenanalog
Title: Re: Poor Technical Support - Case 89865
Post by: tonea on May 14, 2013, 05:41:21 am
I dont drink but thanks any way.
Title: Re: Poor Technical Support - Case 89865
Post by: tonea on May 15, 2013, 05:51:08 am
Guitsr center will have arturia rep to check new origin. If it has any issues I am done with arturia
Title: Re: Poor Technical Support - Case 89865
Post by: tonea on May 15, 2013, 08:01:31 am
I think I am going to leave the hardware alone for a while. I tried nexus 2 and u_he diva and they were not bad. Origin was the most interesting hardware in a long time. But company quality and support is bad. I hate vsts but no one can make a new sounding board anymore maybe the prophet 12 but it still has limitations. Soft synths seem to be the future. Good thing I have a powerful computer. Omnisphere is cool too. Looks like the end of hardware. Just soft synths and controllers.  Voyager is cool well made but only one voice at a time.
Title: Re: Poor Technical Support - Case 89865
Post by: tonea on May 16, 2013, 09:00:28 pm
I really think we need to look at these so called  based on there opinion orbeta testers surely all these products were beta tested. Or lack of. Arturia should look to see what credentials they have experience In the music game before unleashing products to the public half cocked.
Title: Re: Poor Technical Support - Case 89865
Post by: tonea on May 16, 2013, 09:37:06 pm
I did not know that they were allso having problems with their software . wow
Title: Re: Poor Technical Support - Case 89865
Post by: tonea on May 16, 2013, 10:11:23 pm
Ok arturians and beta testers. Guitar center has given me another origin I would like the beta testers to guide me on the proper way to approach this awesome beast. Should I talk to it first. Slowly walk up to it and pet it. Or should I just run. You did say I was the problem.or is the sheer complexity of origin just to much for a mere mortal like my self.
Title: Re: Poor Technical Support - Case 89865
Post by: tonea on May 16, 2013, 10:13:43 pm
Fourth origin evaluation forth coming. I will aproach it with gentleness and patience.
Title: Re: Poor Technical Support - Case 89865
Post by: tonea on May 19, 2013, 08:19:58 am
Ok. Fourth origin keyboard. This one seems to have no issues so far. And all I can say is awesome board. A great achievement.  To arturia add a touch screen and a sampler and this truly would be one of the great modern synths of all times.  As for the way it is its one of the best and most entertaining boards I have played. Hopefully reliability wont be a problem. But I got a extended waranty just in case.  Long live hardware.
Title: Re: Poor Technical Support - Case 89865
Post by: tonea on May 21, 2013, 08:13:24 am
Well in two days I have had only one lockup. And when you try to duplicate the lock up it does not lock up. So I guess i will just have to deal with it. Hopefully arturia will continue to update.
Title: Re: Poor Technical Support - Case 89865
Post by: tonea on May 24, 2013, 06:40:03 pm
Well I have talked to arturia's david and I have come to the conclusion that they have no idea what customer service is. They seem to think I was just extremely unlucky. But in actuality.  I was pretty much given the origin by guitar center with a free 3 year extended warranty. So maybe I will be unlucky in the long run but in short i got it for a fraction of the regular cost and free warranty. And thats the main reason I am keeping the origin. And I just ordered a prophet 12 so when this thing flops I wount loose any sleep. Hopefully it wont.
Title: Re: Poor Technical Support - Case 89865
Post by: tonea on May 24, 2013, 06:51:47 pm
Good thing guitar center knows what customer service is. Hail to guitar center.
Title: Re: Poor Technical Support - Case 89865
Post by: tonea on June 05, 2013, 06:09:46 am
Ok . I want to thank dave in customer support for making sure I had a working origin. Customer service at arturia seems to be getting better he apologized and gave me a free copy of wurlitzer. Which I think was really nice. I think thats fair. I have spent about 4 grand on arturia stuff in the last few months. so its back to work.