Post by doubledog on Mar 27, 2024 14:13:57 GMT -6
yeah, I'm posting over here because I'm obviously annoyed with them and venting. I pay for the updates and support (or at least I have been). Going forward I may skip that and then try to wait and do the reinstatement (although I honestly don't trust them - it has been a moving target for the last 5, maybe 10 years).
Anyway, I was reporting a bug. I found a workaround for it, but I figured I would report - I mean why not make the product better? They asked me to send a system profile report, videos, Pro Tools logs, etc. I did, as well as describing the problem in detail. I also sent them a small PT session where I saved 3 different states showing before and after the problem occurs (all they have to do is open the sessions files and they would see it clear as day). I made it easy for them.
But apparently all that did was get me past the first level of "let's ask for a bunch of crap and see if they go away" to "let's ask the same questions and make it obvious that we did not look at the stuff you just sent". I mean WTF? Asking me for "the exact version of the operating system" when I know (and they know too) that the system profile they asked me for captures this (mine is a Windows system but I don't think they discriminate on this level of BS). And then "please describe the issue in detail". Made me look back in the history of the support ticket several times to make sure that was there and all of my attachments. Yep, still there.
but annoyed as I am, I'm playing along and sending them the information (over and over). I'm just waiting for one of those surveys that asks if I feel like a "valued customer". ha, right.
oh right, and this was the same way it went a couple years ago. That one took about a year (of support asking me to try new builds) and then suddenly it was fixed. I updated the case saying it was fixed, and they were bewildered because nothing showed them it was fixed (but it has remained fixed ever since - thankfully). The worst kind of fix - the one they don't know how or why it got fixed...
Anyway, I was reporting a bug. I found a workaround for it, but I figured I would report - I mean why not make the product better? They asked me to send a system profile report, videos, Pro Tools logs, etc. I did, as well as describing the problem in detail. I also sent them a small PT session where I saved 3 different states showing before and after the problem occurs (all they have to do is open the sessions files and they would see it clear as day). I made it easy for them.
But apparently all that did was get me past the first level of "let's ask for a bunch of crap and see if they go away" to "let's ask the same questions and make it obvious that we did not look at the stuff you just sent". I mean WTF? Asking me for "the exact version of the operating system" when I know (and they know too) that the system profile they asked me for captures this (mine is a Windows system but I don't think they discriminate on this level of BS). And then "please describe the issue in detail". Made me look back in the history of the support ticket several times to make sure that was there and all of my attachments. Yep, still there.
but annoyed as I am, I'm playing along and sending them the information (over and over). I'm just waiting for one of those surveys that asks if I feel like a "valued customer". ha, right.
oh right, and this was the same way it went a couple years ago. That one took about a year (of support asking me to try new builds) and then suddenly it was fixed. I updated the case saying it was fixed, and they were bewildered because nothing showed them it was fixed (but it has remained fixed ever since - thankfully). The worst kind of fix - the one they don't know how or why it got fixed...
