Arturia Forums
General => Free Speech => Topic started by: Oscurio on February 19, 2012, 08:51:21 am
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I´m soy fed up!!!! Everytime I have a technical issue is the same. No one answering, or just take ages to respond.
I never experienced such a deficient technical service.
And, I work with lot of companys.
Image-Line
Native Instruments
Fxpansion
G-force
Novation
Tc Electronic
Sonic Charge
And I ´m just naming a few...
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I could not track any open case in our tracker, at least based on your email address; if you have a case number, please send it to me via private message.
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Hi, i must agree, i recently purchased the V2 Collection and from install to to present i have had nothing but issues. Case numbers: 105558 and 105349. The first being raised in the 29/02/12 and then again on the 05/03/12. I have had no response and can't find the answers on the knowledge base or the forums. After paying so much money i expect good customer service, I'm a musician not a computer programmer. I mean no dis-respect, but if your going to advertise the fact you have won awards for the quality of your instruments you could at least back this up by giving the people who matter (The end user) The service they desreve. Come on guys, this is very frustrating. >:(
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Hi,
I purchased Analog Laboratory and raised the case 105354.
No reply at all.
Spark was on my list for future purchase. But now, I don't know anymore. If I have any trouble, I feel I will be alone to solve it.
I browsed the forum for less than I minute, and found a guy with a similar issue :
http://www.arturia.com/evolution/smf/index.php?topic=4675.0
Again, no reply from Arturia.
It's a shame.
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All above cases have been processed so far.
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All above cases have been processed so far.
Yes, 10 minutes ago.
AnalogLab being only 32 bits is no problem. But the fact appears nowhere in the manual, in spec or detailed spec (I read them on the web before the purchase), or during the install process. It's my first VSTi, I had to find out about jBridge by myself (I want to thank the audiofanzine forum !) and spend another 15 euros.
A software not working out of the box ? I already experienced such a thing, but it is so old I can't remember when.
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I have to agree as well.
I bought Spark because auf the Hybrid madness but I did not get my V collection.
Needles to say that I did not get response to my ticket.
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Still no answer from support
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Hi,
Kevin has helped me and everything is fine now.
Thanks.
Alex
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Hi,
Kevin has helped me and everything is fine now.
Thanks.
Alex
folkfreak, did you try to download and the file was corrupted? That's what happened to me. I issued a ticket and I'm waiting for a reply. Not only that, but my Spark is also faulty. I issued another ticket for that :(
so, the result of my hybrid madness purchase so far is a faulty Spark controller and a failed V-Collection download (which I cannot restart because the link to download the V-Collection appears only once >:(). Given the comments on this forum I fear this is could be the beginning of a very poor relationship with Arturia. I hope to be proven wrong of course. I own nearly everything that NI has put out so far and I thought it was time to add some French flair to my productions... was it a bad idea?
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was it a bad idea?
From my personal experience, it was a good idea :)
I think the Hybrid Madness promo and the fact that the Minibrute release date is approaching fast, Arturia may have had a huge spike in tech support requests which may explain some of the delays handling these.
So... I guess you'll need to wait a bit longer.
btw, I just registered my Spark and Factory32 this week and all went smoothly, got the V-Collection and the other 2 product serials minutes later, no issues, all is working as expected :) ...erm, maybe that's why I've been and still am a very satisfied (lucky!?) customer and can't think of anything bad to say about Arturia (on the contrary).
I know there's an issue with users typing one of the codes in small caps when they should type them in Capital letters. Doing that, avoids the natural error msg complaining about the wrong code being used. But it could be something else.
I hope you have your issue solved soon so you can have the fun you deserve with Spark and the V-Collection :)
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@Koshudkai,
haha ha! I guess you're just joking around here, because it's not true that they can't answer support requests. The truth is, they just don't want to answer some requests, because they know that there are bugs and they don't want to concede that.
If they got what they want from you (mostly your money), they don't care about you as a costumer anymore. If you have issues or question, ask somebody else or handle it yourself! That's what Arturia support means! If your unhappy (dissatisfied) with the product, resell it! Arturia will still be happy, because they have your money and thats all that counts for them!
I guess they even add bugs to the software and laugh about the stupid users that struggle with them!
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I think the Hybrid Madness promo and the fact that the Minibrute release date is approaching fast, Arturia may have had a huge spike in tech support requests which may explain some of the delays handling these.
So... I guess you'll need to wait a bit longer.
Thanks Koshdukai, good to hear of some satisfied customers. Nevertheless I think anyone reading this should understand that I currently feel seriously let down and my ability to express sympathy for tech support's workload is somewhat limited. I paid good money for what I got and expect it to work as advertized. My Spark's FX pad doesn't track my finger and often generates seemingly random, erratic values. How difficult is it to build a two-dimensional trackpad nowadays, when every laptop comes with one? My V-Collection also didn't download properly and I cannot install. Why isn't it possible to attempt the download again? Doubly disappointed :(
To be fair, being an NI customer for years, I was also unlucky with Maschine when I ordered it, it arrived with one of the two displays dead. But NI support was very quick and professional, and sent me a new one before I even shipped the faulty one back, to minimize any disruption to my enjoyment of their product. Inevitably I will compare Arturia to the high standard that some other companies in the field have set. I live in Singapore and there's no good dealers here, so I'm often forced to order online and any issue like this may mean several days delay, if not weeks. Arturia better be able to fix this somehow... I'm sure there's happy customers, Arturia has been in this business for a long time, they wouldn't be around if they sucked as much as some people claim. But the longer I wait, the more I begin to sympathize with some of the upset posters on the forum.
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My V-Collection also didn't download properly and I cannot install. Why isn't it possible to attempt the download again? Doubly disappointed :(
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Hi gcheliotis,
You can download all the latest updates here (http://www.arturia.com/evolution/en/downloads/updates.html) and install them right away. If you have finished the registration for the V-Collection 2 successful, you'll be able to use all the software-products you've purchased with your SPARK controller. Just make sure your eLicenses are okay.
Hope this is helping,
Manuel
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Not having things work at all is just bad. No argument there.
However very few things work perfectly as advertised. Even if you are one of the most powerful and profitable companies in the world with manufacturing practices that are so low cost and brutal it makes employees commit suicide.
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My V-Collection also didn't download properly and I cannot install. Why isn't it possible to attempt the download again? Doubly disappointed :(
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Hi gcheliotis,
You can download all the latest updates here (http://www.arturia.com/evolution/en/downloads/updates.html) and install them right away. If you have finished the registration for the V-Collection 2 successful, you'll be able to use all the software-products you've purchased with your SPARK controller. Just make sure your eLicenses are okay.
Hope this is helping,
Manuel
Thanks Manuel, but I wasn't even able to install the V-Collection to begin with, so I didn't register it. I don't have a serial number, or an activation number anyway. All I have is my Spark registered and activated. A V-Collection download button for 'hybrid madness' appears once only, when you register Spark. That download failed, so I'm stuck. I also don't know if there's a separate serial number I need to use for the V-Collection because I also don't have that. I thought it'd be sent to me via email, but that does not seem to be the case. So, I seem to be a long way from enjoying the V-Collection, or the Spark. If only tech support were as fast as some of you guys are on the forum!
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Thanks Manuel, but I wasn't even able to install the V-Collection to begin with, so I didn't register it. I don't have a serial number, or an activation number anyway. ....
Anyways, I don't know if you'll need another serial to use the V-Collection 2, but you can still download and install all the latest versions here (http://www.arturia.com/evolution/en/downloads/updates.html). The V-Collection 2 contains CS-80 V, Jupiter-8V, MiniMg V, Mg Modular V and Prophet V. You can also download and install The Laboratory + The Laboratory MIDI Control Center update (It's not yet included in the 1.3.1 version and has to be placed inside the program folder). When you've finished all the setups and you start one of the applications you'll see if you need another serial to run them. I guess so, because the Spark controller and software is using another protection system and not the eLicenser.
Check the registrations under your account (http://www.arturia.com/evolution/en/community/my-account.html) and if you can't find a eLicense (serial) for your V-Collection 2 conntact Tech-Support (http://www.arturia.com/evolution/en/support/faq.html) again.
In the meantime, I recommend to visit www.beat.de/arturia (http://www.beat.de/arturia) and request a 60 day trial serial from there site. ;) This promo-campaign is still running and you can use all the previously named synths + the Oberheim SEM V with this one serial (eLicense).
Enjoy and Good luck!
Manuel
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Check the registrations under your account (http://www.arturia.com/evolution/en/community/my-account.html) and if you can't find a eLicense (serial) for your V-Collection 2 conntact Tech-Support (http://www.arturia.com/evolution/en/support/faq.html) again.
In the meantime, I recommend to visit www.beat.de/arturia (http://www.beat.de/arturia) and request a 60 day trial serial from there site. ;) This promo-campaign is still running and you can use all the previously named synths + the Oberheim SEM V with this one serial (eLicense).
Enjoy and Good luck!
Manuel
Thanks Manuel, I hope to hear from tech support soon about my faulty Spark controller issue and about the V-Collection. If I don't hear from them in the next few days I will maybe try the trial license you mention, though that's not a long-term solution. Good to know though! Btw, I don't have the V-Collection listed under my registrations because I didn't register it. I tried to install it and when that failed I looked again for the download link, not being able to find it anymore - note to arturia: let us download the products we are entitled to more than once please! Sometimes downloads fail.
To be honest, if my Spark controller didn't have a faulty fx pad I wouldn't be so disappointed, I'd play with Spark until I get my V-Collection link working again form tech support. It's the double whammy of faulty spark + failed download that really let me down. Anyway, enough complaining for now, let's see what tech support will do. For now the only thing they did is they closed my V-Collection ticket! Without solving the problem or contacting me even.... don't know what to make of that, I guess a mistake on their part.
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Anyway, enough complaining for now, let's see what tech support will do. For now the only thing they did is they closed my V-Collection ticket! Without solving the problem or contacting me even.... don't know what to make of that, I guess a mistake on their part.
Another issue I already know! :D Sometimes tickets are closed but not yet processed, sometimes tickets are open but already finished and sometimes they are no longer shown under your account and nobody can tell you why. ;D
Once I've changed my registered e-mail adress and all my previous tickets just disappeared from my account! I was asking the Admins and the Tech-Support why, and if this is normal, or if I should change my e-mail back to the previous one, but I didn't get a reply. ???
So, make sure you save all your notification e-mails if you may change yours in the future!
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hi there....
i am waiting for support too....
in the email i received it said they´d reply in 48hours or so....
too bad this takes so long.....
i really desperatly hope to get an answer at all^^
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@gcheliotis,
according to this post by Koshdukai (http://www.arturia.com/evolution/smf/index.php?topic=6269.msg21175#msg21175), you should find the serial (eLicense) for your V-Collection 2 under your registered products. According to his statement, the V-Collection 2 is automatically added to your account, after registering SPARK!
Make sure your SPARK registration is successfully finished!
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@mood75,
whats your problem?
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@mood75,
whats your problem?
some authorization/licensing things....but thats not the issue here...
i cant believe it that they dont answer!
it never took any company (i contacted) THAT long to give support....
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ok....finally the problem was solved....
thanks for the support...
regards,
mood
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i cant believe it that they dont answer!
it never took any company (i contacted) THAT long to give support....
Try contacting Cakewalk or Steinberg! ;)
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Hey Arturia guys,
How about writting manuals that can explain things (i.e. the use of your products) and answering support requests, so that costumers and users can actually work with your products?!?
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@gcheliotis,
according to this post by Koshdukai (http://www.arturia.com/evolution/smf/index.php?topic=6269.msg21175#msg21175), you should find the serial (eLicense) for your V-Collection 2 under your registered products. According to his statement, the V-Collection 2 is automatically added to your account, after registering SPARK!
Make sure your SPARK registration is successfully finished!
I've fallen ill the past week, still fighting it... but I felt better so I was checking now again to see what's going on and I can't believe my eyes... still no reply to any of my tickets !!!!!!!!!!!!!!!!!!!!!!!!!!
V-Collection wasn't automatically added to my account, don't know why, a glitch perhaps. Spark seems to be registered properly. Manuel thanks for your kind efforts but if I don't get some practical help from Arturia soon I will literally explode from indignation. I would never ever ever get that kind of treatment from NI. Why Arturia why?
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Btw, if anyone knows a telephone number to get support on (or to get anyone from Arturia) please let me know. I searched all over the site and didn't find anything.
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gcheliotis, sorry to hear about the delay in processing your tickets.
For the missing V-Collectioin2 serial, did you use the Contact form here?
http://www.arturia.com/evolution/en/company/contact2.html (http://www.arturia.com/evolution/en/company/contact2.html)
This inquiry should go to Website Feedback and/or Sales.
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I bought a "analog the factory" keyboard-controller over a month ago.
It has worked 2 times and since then i wrote everyday to the customer department,
Sometimes they replied, many many times they did not.
The few times they did reply, they were not able to fix the problem, so i thought they were going to replace it.
But they didn't .
Last mail, over two weeks ago, they asked proof of purchase, which i regularly sent to them
since then, NOTHING, SILENCE.
I ask myself, why such bad service? is this the way customers are treated at arturia?
I really would like to see if they answer to this, or simply delete this from the forum...
Settimio Di Castro Case 109209
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Replied here (http://www.arturia.com/evolution/smf/index.php?topic=6254.msg22024#msg22024). Please stop cross-posting.
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My two cents, or pence as i'm from the UK would be...
Confining technical issues through the correct channels, chasing with polite emails or using a telephone to follow up a ticket. Thankfully I have only had two issues, one was that
my e-licenser stopped working, and another I figured out myself.
Although at first I did feel that my ticket was not being looked at, I chased the guys with a call and a few emails and they sent me a new dongle and I was back up and working in a few days.
In my opinion, posting threads from disgruntled users just makes it more difficult for support to track progress of an issue as they cannot reference a conversation you had in a forum back to a ticket number, and for them to add these notes to a ticket just isn't viable for them, baring in mind support is free.
It might be worth posting a poll on how many users would want to pay for technical support, it's fair enough to say if users have purchased new products there should be a grace priority tech service available, but after this we should appreciate the work that is being put in.
Stuart