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  3. VSL Support? One bad expirience after another!... simply completly unprofessional!!!!

  • VSL Support? One bad expirience after another!... simply completly unprofessional!!!!

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    It is already some month ago when I tried to get support from VSL and they first simply refused, what after a lot of more and more angry E-Mail, phonecalls and Forum posts later suddenly was able to be solved in a few moments based on the information I provided already in the very first Support ticket.

    ( see: https://www.vsl.co.at/community/posts/t48971--Solved-Synchron-Player-Bug--which-VSL-Support--just-refuse-to-take-care-of)

    Now I had another Support request mailed the 20th September.

    But until now no reaction at all except:

    "VSL Support <support@vsl.co.at>
    20.09.2018 11:44
    Thank you for getting in touch with us!
    We have received your request (Case 283753) and will get back to you soon!
    ..."

    For a "professional" support it should be not to much demanded to answer within a week at least once to indicate how and when a support would be able to deal with the request. But absolutly nothing like that ever reached me yet except the automated receive-E-Mail quoted above promising at the 20.9. "we... will get back to you soon!."

    Even that was obviously a Lie!

    For me this is again an example the VSL-Support is simply not doing what a support is meant to do. And I dont want to always open up long Forumdiscussion until anyone of the VSL understands, that Support-requests are meant to be answered.

    If thats all one should expect from VSL-Support, than better be honest and state, we do not offer any support for our products at all!

    Again😠
  • PaulP
    VSL Team
    PaulP

    Oh fahl5. Oh fahl5. 

    Paul Kopf Product Manager VSL
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    @Paul said:

    Oh fahl5. Oh fahl5. 

    That is still neither a support answer, nor an excuse for the missing reaction.

    Sorry this is nothing but just another exsample for a totally inapropriate reaction on a simple support request, still not at all adressed in any way after 8 days! and as such it is nothing but another exsample of total and impertinent ignorance of a simple and founded support-request.

    still simply completly unprofessional! 😠

    Please stop pretending that VSL is willing to provide any support, if in reality you treat your customers as ignorant like that.
  • PaulP
    VSL Team
    PaulP

    Anyone else with a similar experience? Please come forward!

    Paul Kopf Product Manager VSL
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    @Paul said:

    Anyone else with a similar experience? Please come forward!

    OK Do you realy want a "democratic" decision about the fact, that the "VSL-Support" did not answered yet my request for more than a week???? Sorry but you can't change blatant facts with whatever majority!

    Do you believe, if someone else will state he has received an earlier answer, that this will justify the Misbehavior of VSL to continue to treat my requests as ignorant as you and the VSL-Support it obviously does with both Support-request I had in the Last months????

    If this is your idea of Support, sorry than it realy deserves to be called completly ignorant and unprofessional

    😠

    What ever makes it so terribly difficult to just answer honestly a supportrequest ?

    What makes it so much more attractive for thje VSL to be blamed with good reasons for bad Support in a public Forum than to just provide the answer your support is able to.?

    Still I don't have any answer for my supportrequest yet at all!!

    You obviously prefer to exactly demonstrate what you are criticised for with giving publicly one ignorant* answer after another like those two above than just answer the Supportrequest.

    *("ignorant" is not meant as any kind of personal invective, it just describes precisly the fact, that I have posed a supportrequest more than one week ago and instead of just answering, you just post twice things that neither justify or excuse anything nor at least indicate any kind of support to be given, but simply seem to try to get rid of a reasonable request and critic of the missing support in short they completly "ignore" what this thread is about as my support request is still completly ignored),

    And, sorry that is just totally unprofessional!
  • J
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    This is probably due to the fact that the kind of support required here is beyond the scope of the VSL support team.
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    @Paul said:

    Anyone else with a similar experience? Please come forward!

    Absolutely no, until now very professional support, when needed.

    Just my 2C...
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    fahl5, you know you can take meds for bi-polar disorder nowadays😊

    Seriously man, in one thread you're praising VSL for something like Synchron then in the next thread you're bashing the hell out of them for Support.😶

    Yes, I know they're two different topics on the forum but it's like Dr. Jekyll and Mr. Hyde with you.  And it's not just in this thread, it's in some of the other threads you post in as well.

    In all honesty, I don't know what issues you're having and I sincerely hope that you can resolve them in a timely manner.  I also understand how frustrating it is when things just don't want to work but when you decide you need support, and it isn't working to your satisfaction, then why don't you try "killing them with kindness." 

    For anybody else reading this, I can honestly say that for the few times I've needed VSL Support they have always been courteous, professional and have dealt with the issue in a reasonable amount of time.
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    @JimmyHellfire said:

    This is probably due to the fact that the kind of support required here is beyond the scope of the VSL support team.

    Sorry how could you judge that, without any insight in the subject of the supportrequest?

    The simple fact is I send September the 20th my support request and until now except the automatic reveiveanser quotedd above no one answered anything. So since you dont know at all what "kind of support" you are talking about, just stop trying to polarise a existing technical aund supportproblem to something you like to make to a personal problem. This does not correct the mistake of the support not to answer at all in any way.
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    @Another User said:

    In all honesty, I don't know what issues you're having and I sincerely hope that you can resolve them in a timely manner.  I also understand how frustrating it is when things just don't want to work but when you decide you need support, and it isn't working to your satisfaction, then why don't you try "killing them with kindness." 

    You are right you dont know the kind of issue. But this does not matter in any way, whatever it might have been. the VSL-Support could and should have been able to answer at least anything within more than a week. And that they dont is simply a mistake and of course totally unprofessional. It does not change this fact, if they have given other customers perhaps a more immidiate answer.

    Having patience to wait more than a week without any further request was already pretty kind. That was obviously not at all the right way to get an answer.
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    Now I have got finally the answer I was asking for.

    And as I assumed my request was justified and the Supportguy was able to reconstruct the problem. Since my request was more aimed for later product improvements, than for actual personal technical problems just this sign to have read, researched and understand the problem was the professional reaction I was waiting for.

    I still think - even if VSL might be sometimes or even often busy with developing products, - they should at least be able to send a short note to let the customer know if they would need some more days before having time for all necessary research to answer.

    But simply ignoring without any answer at all. is not what a professional customer care should be.

    However the reactions on my justified public reminder about an obviously ignored supportrequest here made things only worser than settle anything at all. So please Paul, (and of course all those members who are just lookinmg for any chance to stir no matter what discussion up) please think twice before answering. A more serious reading would have showed you earlier the legitimacy of my request and that should have been enough for more reasonabla answers than things like

    "Originally Posted by: Paul

    Oh fahl5. Oh fahl5. "

    this was really even worser than to simply forget an open support request.
  • J
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    Well, you found something to grandstand and stage yourself over again, fahl5.

    Having witnessed your aggressive, narcissistic and irrational behavior here numerous times, I can vividly imagine what your support requests looked like. You may think that support people are drones and only exist to serve your whims, but it seems that you were instead confronted with the nature of the fact that what goes around, comes around.

    In my personal experience, VSL support is one of the best in the industry. Always quick, competent and friendly. I was shocked to receive replies from them even on the weekends, which I would never have expected, let alone insisted on. I'm absolutely sure that your strangely contrary experience has a lot to do with yourself.
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    @JimmyHellfire said:

    Well, you found something to grandstand and stage yourself over again, fahl5.

    Having witnessed your aggressive, narcissistic and irrational behavior here numerous times, I can vividly imagine what your support requests looked like. You may think that support people are drones and only exist to serve your whims, but it seems that you were instead confronted with the nature of the fact that what goes around, comes around.

    In my personal experience, VSL support is one of the best in the industry. Always quick, competent and friendly. I was shocked to receive replies from them even on the weekends, which I would never have expected, let alone insisted on. I'm absolutely sure that your strangely contrary experience has a lot to do with yourself.

    You obviously react on your on own weird imagination. Ignoring, that everything necessary to procve the opposite is already said.

    • The subject was concerned with a problem which might improve the existing product and was found justified to be mentioned by the Support so what ever your aggresive fantasy inspired you is simply dumb nonsens
    •  As everybody can see, the Supportrequest was received by VSL Thursday morning the 20th September at 11.09. Nothimg happend until today the 28th neither from my side nor from VSL side. This is obviously far from what you have erxpirienced. Really silly is nevertheless, that you just ignore the fact, that more than a week without any reaction is neither the "soon" answer anounced in the automated receive-Mail nor "the best Supoort in the industry" I have just waited for more than a week. That you nevertheless blame me as "aggressive, narcissistic and irrational" only shows how far you obviuously are away from any rational, reasonable juidgement of the case and presiumabnly are just looking to stir again something up - no matter what  - to get a chance to abreact your own primitive aggressions (as you have done already so often in this Forum) We know you Jimmy (and that is the real pitty, we don't know scarcly anything other than postings like that fron your side....👎)
  • cmC
    VSL Team
    cmC

    dear fahl5, by sheer chance i stumbled across this posting and wonder: what happened that you lose contenance to such an extent? so i looked into the support cases.

    as far as i understand your request this touches product design and i can see actually marnix took the plunge to dig deeper into your suggestion. which understandably did require a period of leisure and so took a while.

    sorry, but i can't find a reason why you'r exaggerating in such a rudeness - neither can i find various reactions appropriate. this should be and remain a valuable and civilized userforum without massive moderation ...

    anyway - thank you marnix for taking the time to look into actually such issues! 

    and remember: only a CRAY can run an endless loop in just three seconds.
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    @cm said:

    dear fahl5, by sheer chance i stumbled across this posting and wonder: what happened that you lose contenance to such an extent? so i looked into the support cases.

    as far as i understand your request this touches product design and i can see actually marnix took the plunge to dig deeper into your suggestion. which understandably did require a period of leisure and so took a while.

    sorry, but i can't find a reason why you'r exaggerating in such a rudeness - neither can i find various reactions appropriate. this should be and remain a valuable and civilized userforum without massive moderation ...

    anyway - thank you marnix for taking the time to look into actually such issues! 

    The fact that the VSL has (after promising to be in touch "soon") completly missed to show any reaction for more than oner week is indisputable. To mention it is neither rude nor any exaggeration at all it is just a matter of fact!

    There is nothing "rude" or inapropriate in stating, that leaving a supportrequest for more than a week without any (!) reaction is unprofessional and infact ignores obviously the support request. To state this is neither rude nor an exaggeration but simply a matter of fact.

    To react on my complains about this for more than a week completly missing reaction of the support like Paul does with:

    Originally Posted by: Paul

    "Oh fahl5. Oh fahl5. "

    Originally Posted by: Paul

    "Anyone else with a similar experience? Please come forward!"

    ....does not react in any way on any of those mentioned irritating  facts about the missing reaction. It simply 'ignores' the fact, that the complain about the missing of reaction was well founded and proved. In so far it is neither "rude" nor in any way an "exaggerration" but simply a matter of indisputable facts to call this reaction "ignorant".

    So when it comes to my contribuitions here there is absolutly absolutly no reason for any moderation since nothing was comunicated from my side which was in any way not based on pure facts.

    BTW. Next time please inform yourself a bit better about the subject of my supportrequest. The way you describe it here completle misses its character. It is hard to imagine that Marnix would realy have described it like that. It was of course not a design-suggestion, but a hint on a severe existing problem of the soundquality and how this might be corrected.
  • cmC
    VSL Team
    cmC

    well, i think i'm very well able to read support requests and their answer including the part mentioning "performing a riot in the forum" which is accurately what happened ... a cultured discussion is what i had expected - sorry.

    and remember: only a CRAY can run an endless loop in just three seconds.
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    @cm said:

    well, i think i'm very well able to read support requests and their answer including the part mentioning "performing a riot in the forum" which is accurately what happened ... a cultured discussion is what i had expected - sorry.

    Neither my support request nor the answer included such an completly exaggerated wording like "performing riot in the forum" which is indeed far from being reasonable or apropriate to be connected with the real and existing problem which is discussed here. (If you rerally are able to read, than you should know better who is responsible for this aggressivly misleading term.)

    So please take action against the one who draws the discussion out of being civilised cultered with completly inapropriate wording like that alledged "riot" for nothing more or less than simply mentioning the facts as they are.

    However if you or the VSL-Support would really have read the support request,:

    • why than was no one able to answer anything at all for more than a week????
    • why than did you talk about "product design" when the problem was an existing soundpronblem.?????

    If you are looking for civilised and cultered discussion the first step to achieve that is to discuss based on serious reading what is realy posted and not discussing emotionalising and missleading exaggerations instead like your completly inapropriate term "performing a riot in the forum". 

    It is really far froim being professional to react with such aggressive "riot" exaggerations instead of simply correcting mistakes without making that much unnecessary noise .
  • bbeliusB
    bbeliusB

    I don't agree with you, fahl...
    Every time I contact support I get quick and perfect response, professional and friendly.
    I asked for manuals, additional demo time, additional information or reported bugs, never had any problems.

    I don't get it... Why wasting your time complaining about others and the support in this forum instead of using this energy to be creative and do something awsome? Sometimes when reading your posts I have to laught, but mostly it is simply anoying...

    Paul suggested a break from the forum some time ago. Why don't give it a try?

    Ben@VSL | IT & Product Specialist
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    @bbelius said:

    I don't agree with you, fahl...
    Every time I contact support I get quick and perfect response, professional and friendly.
    I asked for manuals, additional demo time, additional information or reported bugs, never had any problems.

    I don't get it... Why wasting your time complaining about others and the support in this forum instead of using this energy to be creative and do something awsome? Sometimes when reading your posts I have to laught, but mostly it is simply anoying...

    Paul suggested a break from the forum some time ago. Why don't give it a try?

    It is great if you get support.

    It is simply not great, if one gets no support for more than a week.

    I do not post just for complaining. I complain to get the support VSL promises, since they obviously do not react as "soon" as they promise to do.

    It is not wasting time to state, that a good Support is of course not, to ignore supportrequests for over a week

    It is wasting my time not to react at all in an apropriate time.

    Did you think waiting more than a week for an support answer is not alrewady break enough?

    And for what benefit?

    BTW: dont be afraid for me doing "something awesome" as you can see below I am pretty productive, but this can of course bring up some reasonable and founded supportrequests perhaps even more important than questionsa like where to download the handbooks etc. That must not be a problem for VSL, moreover it is a chance to get a productive feedback from the expierience of an pretty intensive use. In sofar it is also a bit a pitty for them if they tend to ignore it.
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    @fahl5 said:

    Y your on own weird imagination. Ignoring, that everything necessaryyour aggresive fantasy inspired you is simply dumb nonsensReally silly is nevertheless, that you just ignore the fact, I have just waited for more than a week. ou nevertheless blame me as "aggressive, narcissistic and irrational" primitive aggressions 👎 blahblah