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Forum: General Discussion

Topic: Support surprise surprise

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So this is the second time i have made a ticket on an issue with still no responce after days.
The last time i had an issue ( last week) surprise again, it took a post like this to even get an answer

It is really sad to see that some of us have to come on the general board and complain to get answers

Why cant the support team just step up and help us!!!

I am seriously going to have to find a new software if this crap presists which is a shame because i love VDJ but this is out of hand



Heres the original ticket

Message: So i was useing 5.2 native with my 4500 and a mac book 2gig and an External drive

Worked fine for like two hours then after that, forget it.

The left deck frooze in the middle and luckily had an ipod to switch over to, to play a song and reboot VDJ

I have noticed that when you switch from the CD drawer 4500 source back to the PC source you loose some character in the display and this is when it starts to throw a fit!


I did a wedding the next day and did not switch to CD at all and it wokred fine

What is the solution?
 
geposted Fri 19 Sep 08 @ 10:07 am
Well the Team is all on route to, or in Paris....if they are slow responding that is why....all of the VirtualDJ Team (and that is who answers the e-service tickets) is there to celebrate the tenth anniversary of VDJ and to take place in the Techno Parade....please be patient....
 
With todays technology Companies that send all(or most) of support staff away to a trade show or event should electronically advise people through an email or PM that they are out of the office until a specified date when a client send an e-ticket or e-mail(especially a new customer that wants personal service from the company he purchased from - warranty period for example). When I travel out of the office and a client sends me an email they automatically receive a response from my email program stating that I'm away and when I'll be back... I'm 100% positive that VDJ team can do exactly that instead of a Moderator having to explain after the fact. Where's the professionalism? Why does a moderator have to explain why the company does't reply??
 
funkmasterfrank wrote :
Why does a moderator have to explain why the company does't reply??


I don't have too...I was just trying to be helpful...if my help is not needed......
 
automagp68 wrote :
So this is the second time i have made a ticket on an issue with still no responce after days.
The last time i had an issue ( last week) surprise again, it took a post like this to even get an answer

It is really sad to see that some of us have to come on the general board and complain to get answers

Why cant the support team just step up and help us!!!

I am seriously going to have to find a new software if this crap presists which is a shame because i love VDJ but this is out of hand



Heres the original ticket

Message: So i was useing 5.2 native with my 4500 and a mac book 2gig and an External drive

Worked fine for like two hours then after that, forget it.

The left deck frooze in the middle and luckily had an ipod to switch over to, to play a song and reboot VDJ

I have noticed that when you switch from the CD drawer 4500 source back to the PC source you loose some character in the display and this is when it starts to throw a fit!


I did a wedding the next day and did not switch to CD at all and it wokred fine

What is the solution?


Have you ensured you are using the latest firmware for this unit as this is required for smooth operation on any software it sounds that you have not.
 
funkmasterfrank wrote :
With todays technology Companies that send all(or most) of support staff away to a trade show or event should electronically advise people through an email or PM that they are out of the office until a specified date when a client send an e-ticket or e-mail(especially a new customer that wants personal service from the company he purchased from - warranty period for example). When I travel out of the office and a client sends me an email they automatically receive a response from my email program stating that I'm away and when I'll be back... I'm 100% positive that VDJ team can do exactly that instead of a Moderator having to explain after the fact. Where's the professionalism? Why does a moderator have to explain why the company does't reply??


I cant speak for Atomix but having been around a bit;

Bare in mind that the quickest way for most issues is just to ask on the forum , or to check the issue with the hardware manufacturer.

Please also bare in mind that many of the team are volunteers from the user base trying to help others out.

If you contacted a company on a public holiday you would not expect a response unfortunately this circumstance is similar.

People in this age have come to come to expect an immediate 24/7 365 days a year support from any service which is not possible in reality.

They are away from their computers for one day , the web FAQ states that they will aim to come back within two business days so in fairness they have not broken their promise on this.

I would check the status of your ticket it may have been assigned to a developer.

Any ways my two cent on the issue.
 
Come on guys, even if we are all in Paris for the 10th birthday of Atomix Productions during 1 week, we go on following with Wifi connexion at the hotel as soon as we can. So you still have support but currently limited contrary to other days.
 
skyfxl wrote :


People in this age have come to come to expect an immediate 24/7 365 days a year support from any service which is not possible in reality.

They are away from their computers for one day , the web FAQ states that they will aim to come back within two business days so in fairness they have not broken their promise on this.



MY RESPONSE IS IN NO WAY DIRECTED AT VDJ, JUST THE INDUSTRY IN GENERAL!!!!

The reason people expect immediate service now a days is because in today's modern world A LOT of companies market and sell their software under the exclamation of 24/7 technical support by email or by phone (mostly email cause everybody wants to hide anonomously behind it rather that picking up a stinking phone and talking to someone live). I am using a product I was told when I bought it that it will work and I am trying to use it NOW so I want tech support NOW so I can use the product I paid for.

The other reason people want fast technicall support is because they reach an unbearable frustration level because an exceedingly high percentage of software and hardware simply does not work properly when installed per the instructions that come with it or when it was installed it changed other things in my computer which in turn caused other programs to malfunction. Usually these problems seem to occur mostly with very specialized programs (liike Dj programs). You never seem to hear installation or crashing complaints about off-the -shelf programs like CorelDraw, PhotoShop, NeroBurn, Vegas, Adobe Audition, Microsoft Office, Etc.

If you needed as much technical support to get your car to start the first day or your air conditioner or your "pick any product", you would take it back, get your money back and go buy from someone else.....you can't do that with software because of the no-return policy. When it doesn't work as advertised and you feel like you have just flushed hundreds of dollars on something and got screwed so you get PISSED and you feel helpless so you want satisfaction NOW.

We all know it is the nature of the beast that software is released WAY to soon before they are fully tested and bug fixed so the companies can start generating revenue immediatley, the hardware changes WAY to fast for the software to keep up, there aren't really any kind of controls in place in the industry to make sure that if you advertise it as compatible it really will be so alot of programmers take "shortcuts" becasue they think the are smarter than the folks at Windows and they need to "get around something" and then this "modification" interferes with other programs, and then there are the programs that are "smarter than you" and want to change all your default settings in the computer that screws up other programs, association and changes the way I wanted to work....we all know this and there is NOTHING we can do about it but continually take it in the short hairs.

That is why the frustration level is so high with what appears to be a lack of technical support from many. many, many, many, many companies. I paid good money for it (which worked for them as soon as they got it) so I expect the product I purchased to work out of the box too...really I don't think I'm asking too much. If you want to put it out for sale then make it work right the first time!
 
I also want to give the Dev team and everyone on this board props because even though on some posts we sometimes give sarcastic responses for amusement, give contrary view responses to non technical related posts to simply elicite intellectual debate or sometimes just flat out post a entertainign posts.........

........The fact of the matter is I have NEVER seen a question go unanswered with a possible solution to any problem. The solution may not work the first time, but eventually there seems to always be a solution forthcoming and many times it has lead to the Dev Team correcting something with a new update on a problem brought to their attention on the boards.

This board has some pretty smart people with all kinds of varied backgrounds outside of the Dj world and working together it really is one great big Dj / computer / software brain begging to be challenged!
 
By the way the reason I am up on the boards at this hour is because I got no audio feed on my Discover Channel and can't reach anybody at the cable company tech support to fix it!....I'm sure it is just something stupid like someone at the cable company accidently TURNED OFF THE AUDIO, but they can't find anybody with the technical expertiece to flip the switche in the opposit direction to turn it back on!
 
I apprecaites everyones answers and opinions

I just wish DEV teams would consider the fact alot of us using the 4500 with MAC and still have no reliable software. I bought my 4500 last year and still have not been able to use it natively with MAC correctly and stabliy. I love VDJ and they used to be ok answering questions. It seems i can never get an answer on the board which i did post about this problem before writeing a ticket and still have not heard back from. Its a shame cuz i love the program and the layout but i can see im going to be forced to look at alternative options.
 
TEAREMUP,

I wasn't aiming that remark to you personally... This is common problem everywhere. Like I originally said, every company should be able to have an email automatically generated when they leave the office advising clients when they will return and that their request will be followed up at that time. It's simple. In this case the customer waited for a response from the company he purchased his product from and he thought it took longer than usual so he then came to the user forum to complain about the delay. I'll bet their phone aswering machines are advising their clients that they are out of the office... Maybe the Canadain Distributer of DJ/ Pro Audio /Lighting I am employed with really trained me well to do things like that. Even when I'm on vacation and I get an email from a potential client Outlook automatically generates an email so they know when I'll get back to them.

Funkmasterfrank



funkmasterfrank wrote :
Why does a moderator have to explain why the company does't reply??


I don't have too...I was just trying to be helpful...if my help is not needed......
 
automagp68 wrote :
I apprecaites everyones answers and opinions

I just wish DEV teams would consider the fact alot of us using the 4500 with MAC and still have no reliable software. I bought my 4500 last year and still have not been able to use it natively with MAC correctly and stabliy. I love VDJ and they used to be ok answering questions. It seems i can never get an answer on the board which i did post about this problem before writeing a ticket and still have not heard back from. Its a shame cuz i love the program and the layout but i can see im going to be forced to look at alternative options.



Have you tried the update? if so what happened?
 
Ok, so yes the corporate staff and several teamers are in Paris to celebrate 10yrs of Atomix Productions and eService/Support has been limited.

automagp68 - you post a problem here in the General Forum because no response to the eService, I understand and apologize for that. However, you post in the General forum ??? When there are several discussion of the HC4500 and MAC version in the MAC Forum? And the majority of MAC users post there. Also, you have a question asked by skyfxl, which was "Have you downloaded the firmware upgrade for the HC-4500? If not, then your problem starts there not with VDJ. If you have then you should read the MAC forum and ensure you have setup you HC-4500 as described there ... if not, then try those suggestions.



*** ALL ***

Please remember even though we do offer a 'support' service, your best source of information for 'immediate' troubleshooting or configuring is always going to be the forums. This environment has YEARS of VirtualDJ experience and knowledge. I understand that people want to go after their questions or issues with a direct one-on-one through posting a ticket, but I think you are doing a greater disservice to yourself by not taking advantage of the experience here in the forums.

*** NOW BACK ON TOPIC ***
[ If you wish to respond to the above all post then make another thread. But lets get back to the HC-4500 + MAC issue]
 
The topic here was "Support surprise surprise" and not about his problem so why start another post about "support from within the company"? He only explained his e-ticket under his complaint...

BTW- This post probably would have never started if VDJ was setup to send an email as I describe above when they are out of the office...
 
I have posted this issue in the MAC forum

I am not that stupid, please give me some credit

https://virtualdj.com/forums/96436/MAC_Version_Technical_Support/5_2_Crahses_again.html


I made this post in the general forum after i had no reply in the Mac Forum


And what is the latest update to the firmware on the 4500?

i was not notified by email that there was one. I think the last one i did was 1005 maybe it was several months ago. I am not aware of a new one.
If so please let me know.

The Mac forum has a thread saying titled 5.2 Crashe again
 
What update do you speak of?

I just looked its still the 1005.
 
Still no answer and still no answer to the ticket.

Great Service guys!
 
Hi,
i wouldn't get too disappointed mate,
i raised a ticket on the 11th of August and all i am getting is '' in processing '' !
Ridiculous !
 
Going on almost 3 weeks
 


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