Has anyone received a response from the Support Team?

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Maxsu
Posts: 111
Joined: 15 Oct 2016
Location: Vienna

30 Sep 2019

How the title says,

has anyone received a response since the R11 launch from the support team? I am sitting on a normal R11 Update which I don´t need because I bought the Suite. At the Launch day the site was a little bit unstable but in the end it was my fault also.... :cool:

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Loque
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Posts: 11359
Joined: 28 Dec 2015

30 Sep 2019

Yea, i created a bug report and got an answer the next day.

I guess your problem needs a bigger solution and need to be discussed before they reply. That is pretty bad for you and everyone else with the same problem. Try to keep calm and please do not open 1000 threads with the same problem.
Reason13, Win10

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chimp_spanner
Posts: 3016
Joined: 06 Mar 2015

30 Sep 2019

Yup support appears to be working (had a ticket response this morning from approx 2-3 days ago).

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way2cool
Posts: 61
Joined: 29 Aug 2019

30 Sep 2019

reason team never respond me after 3rd weeks now

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Maxsu
Posts: 111
Joined: 15 Oct 2016
Location: Vienna

30 Sep 2019

I am very calm but scared to lose 129 Euros ^^ I know it must be very intense for them after the update so I hope they will find some time to work something out.

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KarmaFunkarma
Posts: 37
Joined: 20 Jul 2018

30 Sep 2019

I logged a support request two weeks ago. No response. Three days ago, I pinged them on Twitter and asked if someone could take a look. This morning on Twitter they said "Thanks for your patience". My problem is with an Authorizer and Ignition Key failure that stops me from working off-line and an error code that said "contact support".

One of the many reasons why I stopped using Reason for any actual writing/composing years ago. Used to be the single most bullet-proof piece of software I owned. Now I simply do not trust it. :thumbs_down:

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Loque
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30 Sep 2019

Maxsu wrote:
30 Sep 2019
I am very calm but scared to lose 129 Euros ^^ I know it must be very intense for them after the update so I hope they will find some time to work something out.
I can understand this. Some ppl spent there last money on the upgrade and if something went wrong, this can be critical to them. As i wrote in an other thread, they should fix this IN THE SHOP, so it wont happen again, ever. As soon as they respond, feel free to give this as a feedback to the customer support. And in the meantime, try to relax, Reason Studios will find a solution.
Reason13, Win10

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Skimrok
Posts: 628
Joined: 12 Jun 2018
Location: U.K.

30 Sep 2019

i have in the last half hour
12 with 11 Suite :reason:/ Akai Mini Mk3 / MPD218 /Eve SC207 Monitors / Mrs10 Sub / Motu M2 / Zen Can

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Maxsu
Posts: 111
Joined: 15 Oct 2016
Location: Vienna

02 Oct 2019

Hmm, hoping for an answer. Still no sign for me :( after tomorrow it would be 7 days without a response.

Reminiscence
Posts: 314
Joined: 31 May 2016
Location: Earth
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02 Oct 2019

I'm having issues authorizing my PC after claiming it as lost by mistake, and it says I have to contact support. 3 days and still awaiting a response, even though another ticket I've submitted got responded within 3 days.

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Maxsu
Posts: 111
Joined: 15 Oct 2016
Location: Vienna

02 Oct 2019

The Support messaged me today and now all is good :) really fast help and very easy.

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Last Alternative
Posts: 1372
Joined: 20 Jan 2015
Location: the lost desert

02 Oct 2019

Last week I sent a very detailed email to them. What was their response? A few words on settings with zero explanation of the root issue or ETA on resolution like I asked for. It took 3 separate emails to get more information and they still never answered when the bug is expected to be fixed. So now my resolution is dumbed down to blurry text and graphics which hurts my eyes, just to run their software without major video lag with no idea on when it will be fixed.
I just love how they expect us to be happy and buy the new stuff when they don’t even care about long-standing bugs. They’re losing me more and more in the last few years.
https://lastalternative.bandcamp.com
:reason: 13 | MacBook Pro (16”, 2021), OS Sequoia, M1 Max, 4TB SSD, 64GB RAM | quality instruments & gear

reggie1979
Posts: 1181
Joined: 11 Apr 2019

02 Oct 2019

Maxsu wrote:
02 Oct 2019
The Support messaged me today and now all is good :) really fast help and very easy.

This is normal. They don't respond "PRONTO" but do after a while. Similar for me, seems to be the norm, let's not overreact.............

Proboscis
Posts: 1004
Joined: 28 Aug 2019

03 Oct 2019

For a business not to have a 7-days-a-week support desk, work only in their local time, and take holidays and completely shut down, is pretty lame in 2019. It will all be sorted eventually, once the Investment company owner's accountants review the cost impact and they move the Reason Studio helpdesk support to Bangalore in order to maximize profits.

Why pay each staff member $700/week when they can get the same service for $250/month using the same Knowledge Base for reference

Proboscis
Posts: 1004
Joined: 28 Aug 2019

03 Oct 2019

reggie1979 wrote:
02 Oct 2019
Maxsu wrote:
02 Oct 2019
The Support messaged me today and now all is good :) really fast help and very easy.

This is normal. They don't respond "PRONTO" but do after a while. Similar for me, seems to be the norm, let's not overreact.............
Yes, overreactions indeed. At this very moment I'm reading through a particular KVR Reason post regarding support. No over-reacting there :roll:

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Loque
Moderator
Posts: 11359
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03 Oct 2019

Proboscis wrote:
03 Oct 2019
... the same service for $250/month using the same Knowledge Base for reference
🤣 YOU GET WHAT YOU PAY!
Reason13, Win10

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TritoneAddiction
Competition Winner
Posts: 4316
Joined: 29 Aug 2015
Location: Sweden

03 Oct 2019

So far no response over here. Sent them a message 4 days ago.

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Last Alternative
Posts: 1372
Joined: 20 Jan 2015
Location: the lost desert

03 Oct 2019

Someone else said they still haven’t heard back in a month! 😂
https://lastalternative.bandcamp.com
:reason: 13 | MacBook Pro (16”, 2021), OS Sequoia, M1 Max, 4TB SSD, 64GB RAM | quality instruments & gear

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Last Alternative
Posts: 1372
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Location: the lost desert

03 Oct 2019

way2cool wrote:
30 Sep 2019
reason team never respond me after 3rd weeks now
Yeah WTF yo 😬 been a month now!
https://lastalternative.bandcamp.com
:reason: 13 | MacBook Pro (16”, 2021), OS Sequoia, M1 Max, 4TB SSD, 64GB RAM | quality instruments & gear

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way2cool
Posts: 61
Joined: 29 Aug 2019

05 Oct 2019

and still nothing yet for my email 2 time in now

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TritoneAddiction
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Posts: 4316
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Location: Sweden

05 Oct 2019

TritoneAddiction wrote:
03 Oct 2019
So far no response over here. Sent them a message 4 days ago.
I actually got a response later the same day i posted this.

bigguy1
Posts: 134
Joined: 28 Sep 2018

05 Oct 2019

I had to wait for about 4 days. Then they answered and I wrote them back with a follwo up question. For the second answer I waited 2 days.

future-bit
Posts: 167
Joined: 07 May 2017

05 Oct 2019

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Last edited by future-bit on 07 Dec 2020, edited 3 times in total.

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WillyOD
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Location: Left of stardust
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06 Oct 2019

Just noticed this:
https://help.reasonstudios.com/hc/en-us ... 11-release

Fredrik
5 days ago Updated (01.10.2019)

Due to the high interest in Reason 11, our Support Department has a lot of requests to handle right now.

Please, expect slightly longer response time at the moment. Your request has not been forgotten - it will be handled as soon as possible.

We're very sorry for any inconvenience!
I used to make music but now I just cry on these forums. @diippii.com

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miscend
Posts: 1956
Joined: 09 Feb 2015

06 Oct 2019

High interest = high sales

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