Markbass (lack of) customer support?

project_c · #1 08-11-2010, 04:32 PM

Has anyone else had dealings with Markbass customer support? I've contacted them twice and heard nothing back. My problem is software related (Mark Studio) as opposed to hardware, but it shouldn't make any difference. I paid for a Markbass product which is not working, and my emails are not being answered. Are they renowned for this or are they usually ok?

JimmyM · #2 08-11-2010, 04:38 PM

i found them to be great in some ways and lacking in other ways. timely email response is one of those things i found lacking, to be quite honest. i've written them a couple times and had to wait a few days for replies.

Joeykun · #3 08-11-2010, 04:44 PM

Quote:

Originally Posted by project_c

Has anyone else had dealings with Markbass customer support? I've contacted them twice and heard nothing back. My problem is software related (Mark Studio) as opposed to hardware, but it shouldn't make any difference. I paid for a Markbass product which is not working, and my emails are not being answered. Are they renowned for this or are they usually ok?

Contact Peter Murray he is on TB. He is great for returning PMs.

project_c · #4 08-11-2010, 04:48 PM

Thanks for the suggestion - I'll give it a few more days and drop him a PM.

rpsands · #5 08-11-2010, 04:56 PM

Never had them answer anything on their website contact form, as far as I can remember.

Morning Beer · #6 08-11-2010, 04:59 PM

I've emailed them twice. Both times they got back to me within a day with answers I needed.

project_c · #7 08-11-2010, 05:13 PM

Quote:

Originally Posted by rpsands

Never had them answer anything on their website contact form, as far as I can remember.

Yep - I tried that as well as a direct email to the email address on my registration documents and got nothing.

babsobass · #8 08-11-2010, 06:28 PM

Did you write your email in Italian? If not, that there's your problem!

Ciao

Jeff Scott · #9 08-11-2010, 06:30 PM

Quote:

Originally Posted by Morning Beer

I've emailed them twice. Both times they got back to me within a day with answers I needed.

+1.

pasta4lnch · #10 08-11-2010, 06:35 PM

Quote:

Originally Posted by Joeykun

Contact Peter Murray he is on TB. He is great for returning PMs.

Peter will get back to you for sure. plus I think all e-mails from their site (from america at least) get routed to him anyway? I could be wrong about that . . .

project_c · #11 08-11-2010, 06:41 PM

hmm, possibly.

How do you say "installation failed, contact support" in Italian?

v-grooves · #12 08-11-2010, 06:43 PM

Software may be something new for these guys, or maybe they outsourced the development. I can see how they could be delayed in getting back to you on something that is new to them, just not in their comfort level yet.

There are plenty of companies who got into this VST game and just paste their logo on someone else's software code, but are not ready to support the product yet. Sales and marketing have the company by the ballz and they want their new product to market yesterday, regardless of what tech support has to say.

Best of luck to you.

V

project_c · #13 08-11-2010, 06:51 PM

Quote:

Originally Posted by v-grooves

Software may be something new for these guys, or maybe they outsourced the development.
V

I agree. The product itself is great, when it works. It worked on my previous machine without any problems whatsoever, so I suspect they - or whoever they employ to develop the software - know exactly what they're doing.
Providing support and regular updates is a major part of selling software, without that it's more or less pointless.

Peter Murray · #14 08-16-2010, 05:55 PM

Quote:

Originally Posted by project_c

Has anyone else had dealings with Markbass customer support? I've contacted them twice and heard nothing back. My problem is software related (Mark Studio) as opposed to hardware, but it shouldn't make any difference. I paid for a Markbass product which is not working, and my emails are not being answered. Are they renowned for this or are they usually ok?

Hi there, sorry to hear you're having problems.
And I don't know why you haven't recieved a reply, generally we are very fast and often respond late at night and on weekends.
Such is the era of the Blackberry.
Please PM me with details of your problem, or email me at peter at markbass dot it. We will take care of you asap.
Best,
Peter

PhiDeck · #15 08-16-2010, 06:02 PM

Quote:

Originally Posted by project_c

hmm, possibly.

How do you say "installation failed, contact support" in Italian?

Are you familiar with Google Translate?

Jeff Scott · #16 08-16-2010, 07:04 PM

Quote:

Originally Posted by PhiDeck

Are you familiar with Google Translate?

I hope it is better than Babel Fish!

Does this look correct?

"l'installazione è venuto a mancare, supporto del contatto"