Technical Support

[digiplex]

Dear Digidesign ,


Thanks for the lack of support ! I've had my M-box for less than 1 year and needed some help today with some of the errors I've been experiencing. After calling long distance and waiting for over an hour to speak with a technician I was advised that he was not able to assist me. Do you not support your products ? This was my first call to your company and my last. I plan to go with another company that provides technical support for their customers. What is the point of purchasing a product from someone that does not support it ? I can't recall contacting any audio manufacturer and being treated in the manner in which you treat your customers.
Fee based support for products less than a year old ?? YOU MUST BE JOKING !


ps. I asked for a member of management to assist me and naturally they are not in during business hours. Must be a good day for golf.

[Rail Jon Rogut]

It's far too cold for golf today... so why did they say they couldn't help you?

BTW the MBox is not exactly a "high end product"

Rail

[BrettB]

That's pretty bad to hear! You have the right to complain.

I personally asked for support twice through email and I got a response pretty quick.

[digiplex]

Yeah is really a boat anchor with an audio cable to hear the sounds of the sea.
He stated that tech support is not available and told me it required a credit card and sent me to the wonderful answer base. I had been there and still it did not solved my problem.
The website also states that products are supported for a year by phone and email which is not
what was stated on the call.

[Rail Jon Rogut]

Actually, it's an entry level Pro Tools solution.

Here's the details re 'phone support:

http://www.digidesign.com/support/ts/policy/

I believe the time is different for hardware and software support. Was your call related to a hardware failure or to do with the Pro Tools software?

Rail

[lemix]

digiplex ,

So..what exactly seems to be your problem with the Mbox ??

[swayne]

It's far too cold for golf today... so why did they say they couldn't help you?

BTW the MBox is not exactly a "high end product"

Rail

But you you can get high results. You are talking DIGIDESIGN the leader in this industry. It is STILL Pro Tools even if it is LE. What do you consider high end ? Digi 002 ? or TDM ?

I would think they would offer support less then a year old. Is the product correctly registered? In my experience of the 7-8 times I called only twice did I have to wait on hold for 15 minutes and only once did I speak to someone a bit lacking in knowledge. Otherwise DIGI offers great support. Give them another chance. And I cannot think of anything in this price range that can give near the results of the MBOX/Pro Tools LE package.

[digiplex]

3 day response time ...yeah that's awesome

[Rail Jon Rogut]

I consider an HD Accel system "High End".. the MBox, is an entry level solution, while the the 002 is a mid level solution. You can make a professional recording with a wire recorder.. doesn't make it high end or state of the art.

If memory serves me right - hardware has a 1 year warranty, software is something like 90 days.. which is standard for the industry. You'd have to check your MBox warranty card for exact details.

Rail

[tele_player]

Maybe it's a consolation that support probably wouldn't have been able to do anything but rattle off a list of things that are known to have maybe possibly helped in a somewhat similar situation at some time in the past few years, maybe.
In my 20 years in Silicon Valley high tech companies, first line support has been, with few exceptions, an embarassing joke.