|
Avid Pro Audio CommunityHow to Join & Post • Community Terms of Use • Help Us Help YouKnowledge Base Search • Community Search • Learn & Support |
|
|
Thread Tools | Search this Thread | Display Modes |
|
#1
|
|||
|
|||
Digidesign (or Dodgydesign as we call them in England) rant.
I am fuming with rage, incandescent with anger, and shaking with a cold and unmeasurable fury.
I recently upgraded to PTLE, with a Digi 003+, Logic Pro 9, and an Octopre MkII Dynamic. Guess which product took me an afternoon on the phone to Tech Support to install and configure? Yes, the Dodgy one. (And I'm not a novice: I used to demonstrate PT at trade shows.) Guess which product had the authorisation keys in places other than where the instructions said they would be? Yes, the Dodgy one. (And yes, I ALWAYS RTFM.) So having done that (which is OK; I accept that a new installation always has its technical issues) I set out to to a test session by remixing a recent project. The first 8 outputs from the 003+ worked fine, but no ADAT outputs worked (although they appear in the I/O setup,) and yes, I did RTFM and connect and configure everything properly. Phone call to Focusrite Tech Support (and I used to do Tech Support, so I wasn't rude or angry with them, or Dodgy for that matter) and we established that the Octopre was fine. Swapped cables, jiggered and poked, still no luck. Phone call to Dodgy Tech Support (may their name be forever damned) who advised me that the best thing to do was strip everything out of my rack again and (get this!!!!) TAKE THE UNIT TO MY LOCAL DEALER AND ASK THEM TO TEST IT!!!!!!!!!!!! (And the Tech Support person sounded as though they couldn't give a damn. OK, I'm not expecting counselling, but some expression of sympathy would not have been out of place.) What kind of shameless abdication of responsibility is this? What kind of help is this? I just paid nearly £1000 to Dodgy and they can't even be bothered to offer me a replacement while the unit is checked?????? If the software wasn't my preferred solution (and all my legacy material relies on my having a version of PT) , I would have binned the damned lot and switched to Logic. As it is, I was amazed and inspired by what Logic Pro 9 can do (including 32ms latency; twice the best performance PT LE can manage) and will be using it to start my next project while I wait for Dodgydesign to use one of their dealers to do their own work for them and provide me with a working system for my £1000. You at Dodgy should hang your heads in shame. What do you tell your kids you did at work today? "Oh, I shifted responsibility for helping a busy and long-term customer onto a busy dealer. Another buck passed." Sorry; rant over. |
#2
|
||||
|
||||
Re: Digidesign (or Dodgydesign as we call them in England) rant.
Have you checked the other thread of yours lately?
PT LE 8.0.3, Digi 003+, Octopre MKII ADAT connection Darney established the fact that your problem doesn't come from a fault in the Digi hardware: Quote:
Other than that, your frustration with a bad support experience might be justified.
__________________
Mac mini M2 16GB RAM macOS 13.4.1. PT Studio 2023.6. Topping E30 II DAC, Dynaudio BM6, 2 x Artist Mix, SSL UC1, Control on iPad. |
#3
|
|||
|
|||
Re: Digidesign (or Dodgydesign as we call them in England) rant.
Thanks Barry, Yes I checked that thread and as a result went out and swapped the octopre for the MKII Dynamic.
Dodgy's own tech support people said that the fault must be in the Dodgy hardware. |
#4
|
|||
|
|||
From Bad To Worse (if that were possible!)
OK, I got a support email from Avid success telling me that if I didn't respond within 5 days they would assume that the case was closed.
I replied to it..... and got a new email telling me that "You cannot create a new case via email...." WHAT??????????????????????? All I want to do is get a working version of the box I paid a grand for and get on with some f*****g work... I have 3 projects to deliver by the end of the month: I've spent 2 days p****g about with Dodgy tech suppport, will spend another day having my local dealer check the unit, and then what???? At what point does the faded TV celebrity leap out of the bushes with the hidden camera, rip off the false beard and sunglasses and chortle "Well, Jay, we certainly had you going there, didn't we? My favourite moment was when your house and car were repossessed because you'd missed your deadlines. Let's have a look at your best moments, shall we?" How about the following as a suggestion for Dodgy Tech Support personel: "I'm sorry to hear you're having difficulties with your Digidesign hardware. We'll courier you a replacement unit while we investigate the problem." You are about to lose a customer: I was intending to upgrade to HD later this year (The LE system I bought as a temporary measure, having run PT version 5 for over ten years) but having observed a colleague of mine working on Logic with a third-party interface, achieving latency times of 32ms as opposed to your best offer of 64ms, I think I'll save myself the trouble of spending hours on the phone to your tech support department trying to fix several thousand pounds worth of equipment only to be told that Digidesign are not really interested and would rather palm the problem off to one of their dealers. Last edited by Jay_dammit; 03-18-2010 at 08:19 AM. Reason: Additional information |
#5
|
|||
|
|||
Re: Digidesign (or Dodgydesign as we call them in England) rant.
K, see ya.
Enjoy troubleshooting Logic, it's a real blast. |
#6
|
|||
|
|||
Re: Digidesign (or Dodgydesign as we call them in England) rant.
""Guess which product took me an afternoon on the phone to Tech Support to install and configure? Yes, the Dodgy one. (And I'm not a novice: I used to demonstrate PT at trade shows.)""
What's with this "Dodgy" word? Hey.... Don't let the door hit you on the way out! |
#7
|
|||
|
|||
Re: Digidesign (or Dodgydesign as we call them in England) rant.
Is that how much you care about your customers?
And I'm already up and running with Logic while Dodgy offer me a unit that has been repaired (and therefore was faulty) and will take a week to arrive. Incidentally, I have to leave my old unit with the dealer while the swap is done, so for a week I have no system that I paid a grand for, and when i get a system, it will be used and possibly unreliable..... Jesus. |
|
|
Similar Threads | ||||
Thread | Thread Starter | Forum | Replies | Last Post |
Drin Drin call Digidesign , i/we need more DSP | Paul S-Tone | Pro Tools TDM Systems (Mac) | 1 | 12-11-2006 06:22 PM |
England/Yam CDR's? | antlife | Digidesign Hardware & Software | 0 | 08-23-2000 07:08 AM |
CDR's In England? | antlife | 003, Mbox 2, Digi 002, original Mbox, Digi 001 (Win) | 0 | 08-23-2000 07:07 AM |
Buying CDR England? | antlife | 003, Mbox 2, Digi 002, original Mbox, Digi 001 (Mac) | 0 | 08-23-2000 07:04 AM |
CDR'S England | antlife | General Discussion | 0 | 08-23-2000 07:02 AM |