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Last post Sat, Feb 13 2016 by Dietz, 5 replies.
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Posted on Thu, Feb 11 2016 22:21
by Paul Cristo
Joined on Wed, Jan 27 2010, Posts 22
I'd like to broach an issue regarding a behavioral trend slowly emerging from the bigger sampling/sampler companies. 

There seems to be this culture of support teams skirting responsibility of some technical issues by passing the buck to the other guy. If you call EastWest, they say it's Logic. If you call NI, they say it's VEP. And so on. I've never really had the experience of any support team truly having the knowledge or inclination to resolve an issue beyond "try reinstalling it" or "have you deleted your prefs". 

As complicated as the modern professional DAW and its software peripherals have become, I believe it's incumbent upon these companies to acknowledge some awareness of each other to better facilitate troubleshooting problems. I'm spending more of my time each year tech-shooting issues instead of making music which cancels out any progress made by more sophisticated technology. 

I know with greater specialization I should expect a proportionate amount of complexity, but not in the absence of a support system incentivized to solve complex problems. 

Am I off the mark here?
Mac Pro 4,1 2.26GHz 8-core - 32GB RAM - SSDs only - Mac OS 10.10.5

Logic 10.2.1 - Vienna Ensemble Pro 5 - installed locally
Kontakt 5
Posted on Fri, Feb 12 2016 10:20
by MS
Joined on Wed, Feb 19 2003, Liechtenstein, Posts 1714

We try hard to provide the best possible support at VSL.

*Every* crash report that gets sent to VSL gets examined by a developer, and we try to do this in under 24h.  If we can clearly see a fault in an offending plugin (which is the case with 99% of VEPro crash reports sent to us), we ask the user to contact the manufacturer of the offending plugin. This happens quite a lot, so I hope you can understand that we cannot handle these contacts ourselves, just as Microsoft doesn't handle cases of applications crashing in their operating system.

In case we are not sure whether there is an issue with our software or with a hosted plugin, we usually try to arrange an NFR exchange with the plugin developer, so we can examine the situation.

May I ask if you could point me to any support tickets where you feel that an adequate solution has not been provided?


Cheers,
Martin

--
Martin Saleteg
Software Developer
Vienna Symphonic Library GmbH
Posted on Fri, Feb 12 2016 22:37
by Paul Cristo
Joined on Wed, Jan 27 2010, Posts 22

Originally Posted by: MS Go to Quoted Post

We try hard to provide the best possible support at VSL.

*Every* crash report that gets sent to VSL gets examined by a developer, and we try to do this in under 24h.  If we can clearly see a fault in an offending plugin (which is the case with 99% of VEPro crash reports sent to us), we ask the user to contact the manufacturer of the offending plugin. This happens quite a lot, so I hope you can understand that we cannot handle these contacts ourselves, just as Microsoft doesn't handle cases of applications crashing in their operating system.

In case we are not sure whether there is an issue with our software or with a hosted plugin, we usually try to arrange an NFR exchange with the plugin developer, so we can examine the situation.

May I ask if you could point me to any support tickets where you feel that an adequate solution has not been provided?


Cheers,
Martin

 

Thank you for your considerate response, Martin.

I'm very glad to hear VSL is active about communicating with other developers.

You mentioned support tickets, but I am unaware of any way to officially open a support ticket with VSL.  I was under the impression the only way to obtain support was in the Forums, which I have attemped to use to solve my problems with little success.  

There are currently three threads from which I have not received any respose from a VSL representative.  It seems a bit arbitrary which threads the VSL representatives choose to respond to.  Here are the links to those threads:

https://www.vsl.co.at/community/posts/t40656-Ivory-II--Slow-Disk--dropouts-in-Vienna-Ensemble-Pro-5#post244580

 

https://www.vsl.co.at/community/posts/t40468-VEPRO-5-CPU-Dropouts#post243775

 

[I am the last post in this thread]   https://www.vsl.co.at/co...1-available?=#post237879

 

 

Any help you can give would be greatly appreciated.

 

Thank you for your time.

 

Paul

Mac Pro 4,1 2.26GHz 8-core - 32GB RAM - SSDs only - Mac OS 10.10.5

Logic 10.2.1 - Vienna Ensemble Pro 5 - installed locally
Kontakt 5
Posted on Fri, Feb 12 2016 23:56
by DG
Joined on Wed, May 12 2004, Posts 8608

Official support is obtained by emailing

DG

Nuendo 6.03, 4.3
2 x Intel Xeon x5675 3.07GHz Hex Core
48GB RAM
Windows 7 (x64)Pro
RME Multiface II
Intensity
ATI HD5400 series graphics card
Posted on Sat, Feb 13 2016 21:52
by Dietz
Joined on Tue, Aug 06 2002, Vienna / Europe, Posts 7223

Originally Posted by: Paul Cristo Go to Quoted Post
[...] I am unaware of any way to officially open a support ticket with VSL.  I was under the impression the only way to obtain support was in the Forums [...]

Hi Paul,

We always try to improve our work and the way we communicate with VSL Users and Forum Members - so please let us know what kind of information you were missing from this forum's "Welcome"-message:

-> https://www.vsl.co.at/community/posts/t34433-WELCOME#post214864

... maybe it's just a language thing, as English is not our native tounge.

Thanks a lot in advance & kind regards,

/Dietz - Vienna Symphonic Library
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