No contact info huh?
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I have several questions about the rack product but cannot find a phone number, email address or any way (other than a forum) to interact with PosGrid.... doesnt inspire purchase incentive.
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I agree but in my experience they reply to emails very promptly.
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I emailed the support saturday, finding the email adress in the support section..
they must have updated the official site web recently and removed the contact info's...don't know why though :\ -
@alderre email address?
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@alderre Thx!!
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If you search for an issue in the 'Support' area on the main web site, there will be a 'Contact Us' button at the bottom under the 'Was this article helpful? Yes/No' Box. It will let you enter an issue report (US URL https://help.positivegrid.com/hc/en-us/requests/new).
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@elric That's a hidden form, not an email address or contact info. Why is it so hidden/buried? These are things that are immediate RED FLAGS for me with any new company or product. Ducking support or making it even remotely difficult doesn't inspire confidence. Also sounds like a lot of the support is getting "dumped" on their retail vendors....
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Its funny in that the way PG handles this sort of thing puts them head and shoulders above most in the iOS world, but the exact same behaviour seems to put them in the lower rungs in the VST world.
The desktop DAW community has a much stricter standard for openness and transparency than the iStuff.
Some of it is perception though. I also had a hard time finding how to contact PG, but once I did, they have been pretty quick, and not really any worse than most on the VST end.
Its funny that you say "red flags" though. As "cryptic" is almost always a giant red flag for me as well.
PG is in a weird place because, though they are definitely making products that are SOLIDLY in the "studio grade" category, so many of the users are performers and not hammering the recording forums all day. In the recording/mixing VST world, the community is so vocal about this or that product and for the most part, the various communities handle 99.99999% of anything you would call tech support so that the company itself can focus on their products instead. It seems like, on the communication end, PG is focusing on people that performers will hear about, as they should be, but that may make a lot of this info hard to spread or be easily searchable.
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@pipelineaudio When I finally got thru to someone on email, I asked if we could do a call for me to ask questions and was told email only. I said that was a deal breaker and they wished me luck and sent me on my way ... guess I WONT be a customer anytime soon.
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@drew-peterson I always assumed it was to ensure people would search the knowledge base before entering a ticket for something that is likely solved. The button is quite big. Hardly hidden.
See where it says:
Need More Help? Contact Us
in nice big friendly letters at the bottom of the page:
It even highlights Red when you roll over it with the mouse. Doesn't really meet my personal standards for a hidden form.
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@drew-peterson
Phone support is hard nowadays, and in some cases, I would daresay , dangerous. I don't fault them for not having phone support. -
@pipelineaudio Really? Mesa Boogie, Rocktron ... even SKB have no problems picking up the phone. Ever.
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Software is weird. I guess today it could be hardware as well, but there's a very long software tradition of forums exploding over a misperception in words used over the phone where neither party can actually point to what was said.
Another thing, for software phone support can be extremely inefficient. Manufacturers and especially tech support usually appreciate giving the answers where everyone can see them, because for the vast majority of problems, more than one person is going to have that same problem.
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This forum really needs to be open to the public then. Yesterday. I wonder what the delay is?
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@drew-peterson please PM or write to us at
https://help.positivegrid.com/hc/en-us/requests/new -
@felix Heard from of both Joe C and Mike L ... they both wanna stick to just email. Its not that I cant get questions answered in email, its that I want to have a conversation with someone, not wait 24 hrs between each ask, and then have them be crafted "support responses" whether the issue is mine or the companies. It says A LOT about the current status of the product/company if you hide your contact info and hide behind email/forums. You dont have to be held to any standard. (again look at - Mesa, Rocktron, SKB, Furman, Peterson, etc... my rack is full of companies willing to help me figure stuff out) Thx.
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Sorry but we don't have phone support at the moment, we do have live chat service, 6PM - 9PM PST, Mon - Thu. We'll evaluate and see if we can extend the hours in the future.
