Having a customer support staff in the U.S. that is completely by email and offers no phone support is not a successful business model, and time has proven this over and over again.
As a former owner of many Roland and Alesis products over the years, ie; synths, peripherals, recording hardware, etc... I can tell you that their phone support is stellar compared to what we have/are/are not receiving from Arturia.
We want to use your products, and use them successfully. In as much as your job is your livelyhood, so is the case with many of us that the purchase of your product directly affects our livelyhood. Quite frankly, it is turning out that doing business with Arturia is starting to hurt the business, rather than benefit, the business of hard working musicians.
This is what customer service/technical support is all about. The success of your relationship with us, the consumer, can only go on to benefit Arturia and help it to grow and flourish as you like, by helping us to grow and flourish in the successful use of your product. This is a proven model, over and over again, as I have 25 years + of customer service experience, and even on a management level.
It would benefit Arturia, and its customer base to treat these inquiries and provide resolution with a sense of urgency, and vigilance.
We await your prompt, concise, and immediate response.