How long does it usually take for Arturia support to respond?

[grantlau]

I bought a minilab at the weekend and the activation code doesn't work, gives a message about already used.
So I created a ticket and nearly two working days are gone with no response.

How long does it usually take to get a support response?

I really like the sounds in demo mode and I'm seriously tempted to buy the full synths, but if support is always slow to respond that puts me off.

Should I just take the minilab back to the shop?

Thanks,

Grant.

[Dav1d]

Usually, outside weekend, you can expect a maximum of 24 hours for "Sales request" or "registration requests"
Anyway, I see that you have activated your product: 2013-07-22 11:33:09
So I will close the ticket,
Get back to me if still a problem

 

[grantlau]

No, I did not buy the product until 2013-08-17, so I could not register it on 2013-07-22 11:33:09.

Maybe the shop I bought it from sold it once and had it returned, then sold it to me, they didn't tell me anything like that.

Do I need to take it back to the shop or can you give me an activation code?

[Dav1d]

Ok, so I closed the ticket with the procedure for a new activation code

Sorry for the delay

 

[grantlau]

Thankyou, all is good now.

[Wookiee]

Well I am please you got your response.

Personally I am still waiting and it has been over a month since I asked.

[Rebecca@arturia]

Hello Wookiee,

The only email I can find from you is from last year and was answered!
Do you have a case number I can track?

Regards,

Rebecca

[Mossbot]

I too am having issues with support: http://www.arturia.com/evolution/smf/index.php?topic=13891.0

Bought the product last month, opened a support request over 2 weeks ago, got two messages asking for more information and then nothing for over a week.

[Rebecca@arturia]

Hi Mossbot,

I don't have any other emails from you either after the last one I sent.  Things are running a little slow this week as we are updating the system.

Regards,

Rebecca

[Mossbot]

Hi Mossbot,

I don't have any other emails from you either after the last one I sent.  Things are running a little slow this week as we are updating the system.

Regards,

Rebecca

Ok no problem. I sent them again but here's a copy in case you don't get them again. My support number is 138223.

Code: [Select]

On Tue, Sep 10, 2013 at 12:48 AM, *** <***> wrote:

    Any updates? This process is very slow, and the lack of communication is very worrying. I bought this product over 2 weeks ago and still haven't been able to use it. Please respond.


    On Thu, Sep 5, 2013 at 5:39 PM, *** <***> wrote:

        I am very comfortable with computers and my user account is an administrator. I also have been using "Run as administrator" on Windows 7 to launch both the Analog Lab software and the eLicenser Control Center.


        On Thu, Sep 5, 2013 at 12:51 PM, Technical Support inquiry <technical-inquiry@arturia.com> wrote:

            Hello ***,

            Can you make sure you are running as administrator.  and let me know how comfortable you are with computers?

            Regards,

            Rebecca

            --
            Technical Support inquiry
            technical-inquiry@arturia.com
            ---------------------------------------------------------------------------
            Powered by FogBugz from Fog Creek Software. http://www.fogcreek.com/FogBugz

[Rebecca@arturia]

Hi Mossbot,

you should have an email from me now!

Regards,

Rebecca

[mboc]

Sorry for hijacking the thread, but I am becoming extremely frustrated with Arturia's lack of response. I've been emailing for a week re an issue now three weeks old and still haven't gotten a response. I've had to file a claim with PayPal against Arturia due to the lack of communication re a $399 refund owed me. Extraordinarily unprofessional; and I see I'm not the only one in this position. I've never had to make a claim against any company, and yet all Arturia needs to do is respond to my concerns and acknowledge my existence. And no, there is nothing in my spam folder. I check regularly and made sure to add all Arturia email addresses to my contacts list. Once again I have to take to the forum with the hope that someone will listen. $399 may not be a lot to Arturia but it is to me. IF the refund was in fact sent to my bank then a simple reply with the date and any other info and a general timeframe would go a long way. But as before, nothing but silence. Ridiculous.

[Dav1d]

Hi Mboc, this request is related to the sales.
Anyway, I have sent your request to them.
 

[Mikedsm]

Checking in on 2 things;

1) I have several times over the past month requested the Arp2600 demo be sent so I can test it out.  I've never received a reply or demo download file.  I tested this from 3 different email addresses to make sure there was not a problem linked to one of them

2) your case's tracking ticket: 131729_INOFSJSU - Purchased Analog Lab 3 months ago.  David was a big help through the process.  I was finally told that the issue "Ableton Live not finding the VST" was a bug issue and would be addressed.  I'm still here a Quarter of a Year later with a product I can not use in any way I need it to.  The stand-alone version is not helpful if I can't record it in my DAW.

I love MiniMgV.  I wanted to test out ARP2600 to be sure it will function before purchasing.

I also 3-4 months ago had tested out one of the Spark VSTs but had  registration issues.  By the time I received a reply, I had to decide on and purchase a Native Instrument Drum VST.

Help me, help you.  You guys appear to be on a Titanic like path and I'm sad to see this happening.

[Dav1d]

mmm,

1/ All Arturia instruments can run in demo mode.
However we are currently in a transition period between two schemes:
_ old style demo scheme: a demo license must be downloaded on the Soft-eLicenser or USB-eLicenser; the instrument is fully serviceable until the license expires.
You can obtain such demo license here:
==> http://www.arturia.com/demos
_ new style demo scheme: the instrument can run without any license, just choose "Demo" at launch; some features may be disabled, a 20 minutes usage limit can apply.
==> http://www.arturia.com/evolution/en/downloads/updates.html

2/ The compatibility problem with Ableton Live 6.5, Windows XP and Analog LAB have been reported with a bug ticket number.
You should notice the compatibility on the bottom of the Specs Page:
==> http://www.arturia.com/evolution/en/products/Analog_Lab/specs.html

For the rest, you can PM me, or reply to your ticket: 131729

Thanks