Support response time
holmberg2066 last edited by
Are you happy with the support you're getting from Positive Grid?
I filed a support request September 4, 2019. I got an immediate response from their computers.
Two months later, no human being has responded. I've pinged them several times.
As nice as their products might be, I can't see purchasing anything from them if this is the kind of support they provide.
What's been your experience with PG support?
rgelhorn last edited by
@holmberg2066 This wasn't my experience when dealing with support. I was having trouble getting the demo version going, and got responses within 24 hours.
I have also troubles getting my demo going. I got an immediate response and promise to get back within 24 h. Since then I've got two auto responses to come back ASAP, but I am still waiting after two and a half days.
This is annoying since I purchased BIAS FW mobile for current rehearsals, but I just have a useless demo version. Redeem keeps on saying I have all my products installed. I have removed the app and renewed the guided process, but nothing seems to help. Only demo version available. Does anyone have any hint/solution?
@docti To clarify my message: I should have said in the beginning "I have troubles to activate BIAS FX from demo to purchased ultimate version.
It seems that not only response time but response quality also matters. Now, after some 70 hours since my support request I have received 8 responses and one of them looks like a non-robot message. That one is suggesting me to do what I already in my request stated to have done - I repeated the action without a success. I still assume that my problem of getting my Ultimate license opened would be easy and fast to solve if somebody would just look at my message. I really hope that I could conclude my story by saying that finally I am a happy Bias user instead of opening a dispute of my Paypal purchase. This waiting and discussing with a robot is quite frustrating.
@docti Now, I got my problem solved. Being stuck to discussion loop with email robots for several days I filed a new support request. That was replied within 21 min, which also solved my problem. Instead of unsuccessfully using my account, I received a redeem code which allowed me to finally open the purchased Ultimate license. Thus, after frustrating days I am now a happy Bias FX user. Thanks to Mike, who quickly and simply responded. Naturally, I wonder how this very simple solution was not possible several days ago when I filed my first request.