Arturia Forums

General => Free Speech => Topic started by: grantlau on August 20, 2013, 04:37:37 pm

Title: How long does it usually take for Arturia support to respond?
Post by: grantlau on August 20, 2013, 04:37:37 pm
I bought a minilab at the weekend and the activation code doesn't work, gives a message about already used.
So I created a ticket and nearly two working days are gone with no response.

How long does it usually take to get a support response?

I really like the sounds in demo mode and I'm seriously tempted to buy the full synths, but if support is always slow to respond that puts me off.

Should I just take the minilab back to the shop?

Thanks,

Grant.
Title: Re: How long does it usually take for Arturia support to respond?
Post by: Dav1d on August 21, 2013, 01:50:52 pm
Usually, outside weekend, you can expect a maximum of 24 hours for "Sales request" or "registration requests"
Anyway, I see that you have activated your product: 2013-07-22 11:33:09
So I will close the ticket,
Get back to me if still a problem

 :)
Title: Re: How long does it usually take for Arturia support to respond?
Post by: grantlau on August 21, 2013, 08:17:35 pm
No, I did not buy the product until 2013-08-17, so I could not register it on 2013-07-22 11:33:09.

Maybe the shop I bought it from sold it once and had it returned, then sold it to me, they didn't tell me anything like that.

Do I need to take it back to the shop or can you give me an activation code?
Title: Re: How long does it usually take for Arturia support to respond?
Post by: Dav1d on August 22, 2013, 09:00:13 am
Ok, so I closed the ticket with the procedure for a new activation code

Sorry for the delay

 :)
Title: Re: How long does it usually take for Arturia support to respond?
Post by: grantlau on August 22, 2013, 02:58:12 pm
Thankyou, all is good now. :)
Title: Re: How long does it usually take for Arturia support to respond?
Post by: Wookiee on September 04, 2013, 03:46:03 pm
Well I am please you got your response.

Personally I am still waiting and it has been over a month since I asked.
Title: Re: How long does it usually take for Arturia support to respond?
Post by: Rebecca@arturia on September 06, 2013, 09:40:41 pm
Hello Wookiee,

The only email I can find from you is from last year and was answered!
Do you have a case number I can track?

Regards,

Rebecca

Title: Re: How long does it usually take for Arturia support to respond?
Post by: Mossbot on September 11, 2013, 04:22:39 pm
I too am having issues with support: http://www.arturia.com/evolution/smf/index.php?topic=13891.0

Bought the product last month, opened a support request over 2 weeks ago, got two messages asking for more information and then nothing for over a week.
Title: Re: How long does it usually take for Arturia support to respond?
Post by: Rebecca@arturia on September 11, 2013, 06:21:51 pm
Hi Mossbot,

I don't have any other emails from you either after the last one I sent.  Things are running a little slow this week as we are updating the system.

Regards,

Rebecca

Title: Re: How long does it usually take for Arturia support to respond?
Post by: Mossbot on September 12, 2013, 11:35:50 am
Hi Mossbot,

I don't have any other emails from you either after the last one I sent.  Things are running a little slow this week as we are updating the system.

Regards,

Rebecca
Ok no problem. I sent them again but here's a copy in case you don't get them again. My support number is 138223.
Code: [Select]
On Tue, Sep 10, 2013 at 12:48 AM, *** <***> wrote:

    Any updates? This process is very slow, and the lack of communication is very worrying. I bought this product over 2 weeks ago and still haven't been able to use it. Please respond.


    On Thu, Sep 5, 2013 at 5:39 PM, *** <***> wrote:

        I am very comfortable with computers and my user account is an administrator. I also have been using "Run as administrator" on Windows 7 to launch both the Analog Lab software and the eLicenser Control Center.


        On Thu, Sep 5, 2013 at 12:51 PM, Technical Support inquiry <technical-inquiry@arturia.com> wrote:

            Hello ***,

            Can you make sure you are running as administrator.  and let me know how comfortable you are with computers?

            Regards,

            Rebecca

            --
            Technical Support inquiry
            technical-inquiry@arturia.com
            ---------------------------------------------------------------------------
            Powered by FogBugz from Fog Creek Software. http://www.fogcreek.com/FogBugz
Title: Re: How long does it usually take for Arturia support to respond?
Post by: Rebecca@arturia on September 13, 2013, 02:20:41 am
Hi Mossbot,

you should have an email from me now!

Regards,

Rebecca

Title: Re: How long does it usually take for Arturia support to respond?
Post by: mboc on September 16, 2013, 06:12:34 pm
Sorry for hijacking the thread, but I am becoming extremely frustrated with Arturia's lack of response. I've been emailing for a week re an issue now three weeks old and still haven't gotten a response. I've had to file a claim with PayPal against Arturia due to the lack of communication re a $399 refund owed me. Extraordinarily unprofessional; and I see I'm not the only one in this position. I've never had to make a claim against any company, and yet all Arturia needs to do is respond to my concerns and acknowledge my existence. And no, there is nothing in my spam folder. I check regularly and made sure to add all Arturia email addresses to my contacts list. Once again I have to take to the forum with the hope that someone will listen. $399 may not be a lot to Arturia but it is to me. IF the refund was in fact sent to my bank then a simple reply with the date and any other info and a general timeframe would go a long way. But as before, nothing but silence. Ridiculous.
Title: Re: How long does it usually take for Arturia support to respond?
Post by: Dav1d on September 18, 2013, 02:29:37 pm
Hi Mboc, this request is related to the sales.
Anyway, I have sent your request to them.
 :-\
Title: Re: How long does it usually take for Arturia support to respond?
Post by: Mikedsm on September 18, 2013, 08:07:22 pm
Checking in on 2 things;

1) I have several times over the past month requested the Arp2600 demo be sent so I can test it out.  I've never received a reply or demo download file.  I tested this from 3 different email addresses to make sure there was not a problem linked to one of them

2) your case's tracking ticket: 131729_INOFSJSU - Purchased Analog Lab 3 months ago.  David was a big help through the process.  I was finally told that the issue "Ableton Live not finding the VST" was a bug issue and would be addressed.  I'm still here a Quarter of a Year later with a product I can not use in any way I need it to.  The stand-alone version is not helpful if I can't record it in my DAW.

I love MiniMgV.  I wanted to test out ARP2600 to be sure it will function before purchasing.

I also 3-4 months ago had tested out one of the Spark VSTs but had  registration issues.  By the time I received a reply, I had to decide on and purchase a Native Instrument Drum VST.

Help me, help you.  You guys appear to be on a Titanic like path and I'm sad to see this happening.
Title: Re: How long does it usually take for Arturia support to respond?
Post by: Dav1d on September 19, 2013, 09:33:17 am
mmm,

1/ All Arturia instruments can run in demo mode.
However we are currently in a transition period between two schemes:
_ old style demo scheme: a demo license must be downloaded on the Soft-eLicenser or USB-eLicenser; the instrument is fully serviceable until the license expires.
You can obtain such demo license here:
==> http://www.arturia.com/demos (http://www.arturia.com/demos)
_ new style demo scheme: the instrument can run without any license, just choose "Demo" at launch; some features may be disabled, a 20 minutes usage limit can apply.
==> http://www.arturia.com/evolution/en/downloads/updates.html (http://www.arturia.com/evolution/en/downloads/updates.html)

2/ The compatibility problem with Ableton Live 6.5, Windows XP and Analog LAB have been reported with a bug ticket number.
You should notice the compatibility on the bottom of the Specs Page:
==> http://www.arturia.com/evolution/en/products/Analog_Lab/specs.html

For the rest, you can PM me, or reply to your ticket: 131729

Thanks

Title: Re: How long does it usually take for Arturia support to respond?
Post by: Mikedsm on September 19, 2013, 05:31:52 pm
Thanks, David.

Had no idea on the demos.  The way it sets up and the way the text reads, it sounds like the demo file will be emailed to you not that the Update files will run in demo mode.

I see that compatibility on Analog Lab, but remember that we also tested it in Live 9 which also failed to find the VST.  My machine is Windows 7.

I spent yesterday afternoon programming sounds in MiniMg V, I'd just like to have a usable version of Analog Lab. I'm sure you understand my frustration over that after 3 months.

But yes.  Thanks again David.  You have been very helpful through this process.
Title: Re: How long does it usually take for Arturia support to respond?
Post by: Dav1d on September 20, 2013, 10:35:37 am
Mikedsm:
1/ Have you tried the Analog Lab 1.0.5:
==> http://www.arturia.com/evolution/en/downloads/updates.html#analoglab

2/ For the vst Plugin not found, that depends of your configuration
a. Make sure you have installed the vst file into your scanned vst folder
b. Make sure you are running the 64bit version and not the 32bit

Let me know
Title: Re: How long does it usually take for Arturia support to respond?
Post by: ilove on October 02, 2013, 02:49:24 pm
I've been waiting 3 weeks without a single word.  ???
Title: Re: How long does it usually take for Arturia support to respond?
Post by: peterkeys on January 11, 2014, 04:04:29 am
I purchased the V collection last night, and installed it on one computer. I am running both Mac and PC platforms, so when I went to authorize the 2nd computer, I had no authorization code. I sent a message to tech support, but have had no response. Please help,
Thanks,
Peter Keys
Title: Re: How long does it usually take for Arturia support to respond?
Post by: Dav1d on January 13, 2014, 09:16:25 am
I have replied you
Let me know if still a problem.

David
Title: Re: How long does it usually take for Arturia support to respond?
Post by: stuey on January 14, 2014, 05:52:19 pm
David, just so you know.

The links sent out by FogBugz, do not work. The links are dead.

For example. A recent tech enquiry I submitted (Which I have now resolved myself). I received the below link.

http://fogbugz.arturia.com/fogbugz/default.asp?153344_03gu5hviedkd3o03

Stuart

Title: Re: How long does it usually take for Arturia support to respond?
Post by: Dav1d on January 15, 2014, 08:53:54 am
Stuey : In fact If I copy/paste the link you have provided, there is no problem on
PC: FireFox, Chrome, explorer
MAC : FireFox, Safari, chrome.
mmm, what is your configuration
Title: Re: How long does it usually take for Arturia support to respond?
Post by: stuey on January 15, 2014, 01:23:41 pm
Safari on mac

Thanks

Stuart