Hi all,
I tried to reach support for an urgent problem where my project has a bad file format error and is unable to be opened after a reason crash. It's been days since my request, but I haven't got any response. I had a previous issue a few weeks ago and never got an answer from support for my ticket.... Is anyone reading our tickets ? Cause right now I lost weeks of work because of an error from a software I paid for, and no one from the company even cares to answer me, it's very frustrating.
Anyone knows how to contact the team ?
Theo
Is anyone reading the support tickets ?
It's summer vacation month in Sweden, so their support is most likely even more under-staffed at the moment.
I can understand, but when you provide a professional tool at a premium price, you can't just say "the tool doesn't work ? Sorry, we're on holidays."
I like reason and I like to support a smaller company, but not even having an automatic reply telling me to wait a few days, or having someone look at the ticket is unacceptable.
It's very hard to rely on a tool that can delete weeks of work because of a bug, but it can happen. It's impossible to rely on a company that doesn't even provide an answer when such bugs happen and ruin weeks of hard work.
I like reason and I like to support a smaller company, but not even having an automatic reply telling me to wait a few days, or having someone look at the ticket is unacceptable.
It's very hard to rely on a tool that can delete weeks of work because of a bug, but it can happen. It's impossible to rely on a company that doesn't even provide an answer when such bugs happen and ruin weeks of hard work.
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- Posts: 44
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Well...that's their game. They behave like that. They will willingly pay to (or focus on) unknown Youtube posers which no one ever heard of (or their music) - instead of paying for more resources in the support channel.stapizo wrote: ↑07 Aug 2022I can understand, but when you provide a professional tool at a premium price, you can't just say "the tool doesn't work ? Sorry, we're on holidays."
I like reason and I like to support a smaller company, but not even having an automatic reply telling me to wait a few days, or having someone look at the ticket is unacceptable.
It's very hard to rely on a tool that can delete weeks of work because of a bug, but it can happen. It's impossible to rely on a company that doesn't even provide an answer when such bugs happen and ruin weeks of hard work.
The old CEO needs to be back or at least that guy with a cool beard (Reason staff member). I imagine even him being drunk would have much more "tact" and focus on steering the wheels of Reason "experience".
A tip: I am assuming by name that they are girls (or women) working at their support. I always had a super nice experience with their female support while (perhaps it was a silly coincidence) males were super lethargic and nonfocused. My point is - to ask for girls to be assigned to your problems/tickets. And of course, it goes without saying - be gentlemen and polite. They are doing the finer job when compared to vikings there - imho. I know I sound silly but that was my experience.
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I'm getting responses back when I've raised support tickets (which have been flagging bugs rather than asking for help). Super friendly and polite, too. Got a reply this morning in fact. So they are working. The problem (I suspect) is backlog.
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