Se Connecter:     

Forum: General Discussion

Sujet: Tech/Customer Support

Ce topic est ancien et peut contenir des informations obselètes ou incorrectes.

Has anyone gotten any response from submitting questions to Tech Support or does everyone basically rely on the community boards for information? I'm a new user and have found it alarming that there appears to be no real response from the company. I sent a Tech question back on Sept 21, 2008 and that ticket still has not been replied to. Does anyone have any information why there are no karaoke plugins for mac and why the mac side is lacking in effects and other plug-ins? Why no telephone support?
 
Posté Thu 16 Oct 08 @ 12:57 pm
My ticket was answered in a matter of days, but no follow up to say which release the bug will be fixed in or when. To be honest if you are a mac user then SSL is the only way to go. I feel that the VDJ implementation on the mac is beta and a lot of the plugins, skins etc. simply don't work.

I had 8 years of crap support from Alcatech and I had hoped VDJ would be better.

Bad support is the single easiest way to lose your user base. I believe the support from Serato is second to none, so if the forums are full of negative comments about support it will put people off buying, especially since there are so many other good programs out there.

VDJ take note!
 
I hate reading this, and its making my decision not to BUY it, even tho I like it and it does what I want to do (simple stuff)..

Lots of ppl posting support not answering problems....

For now at least I can say " Good thing I did not buy the program yet"...
 
Your answers could have been just as easily found by reading the forums or the User Guide

MAC Plug-ins and Effects -- discussed numerous times in the forums. 99% of the PC effects and plug-ins are written by users. If they do not convert them to MAC then what is delivered with the product is the current limitation.

"is there anyway to load songs so they are scanned for BPM other than putting them in a playlist and letting it play" -- Yes, that is a right-click (shift-click on MAC) and select the Analyze option. You can select multiple tracks or do the same to a folder in the left panel. (Covered in the Users Manual)


"I get song errors when i try to load some songs. I can play them in itunes and other software just not yours" -- What other software ? They are most likely DRM protected files which are not supported. Also, if you are using a MAC you might want to change the codec for MP3 files to QuickTime instead of the internal decoder. (Also, discussed in the MAC forum).


"Why no telephone support?" -- Because we have a great community of users that can 90% of the time give you an answer to what you are having problems with. And the forums are a long running source of information from the very beginning.
 
thenasty wrote :
I hate reading this, and its making my decision not to BUY it, even tho I like it and it does what I want to do (simple stuff)..

Lots of ppl posting support not answering problems....

For now at least I can say " Good thing I did not buy the program yet"...





Well it's all in how you look at where you can get the most information from .... a community of thousands of users OR a smaller staff answering the same questions that with a little research one could have gotten the answers right here in the forums.
 
cstoll, seems like you have time and knowledge about vdj. Maybe you could answer this cause no one can and it's not in the error DB yet.


This is the result of the crashguard text file.
What is this, whats caused it then we know how to fix it :)

Thanks.

Crash ID=122ba400 (date=810141351, version=5.2 Trial, build=520, thread=Main, dump=ffdd0000, excode=c000001d)
 
Well a bit more information about what was being done at the time when the error happened might be useful. And effect being used? Video transition? etc.
 
This is all I was doing.
My setup is all set to default but I unchecked the safe mode.


I have only KARAOKE files to show, music, videos are uncheck.
I was playing some karoaokes, then when i decided to show me the music as well (while karoake song is still palying), right after I check the MUSIC, bang, the SMILEY comes up.
 
Ok, are your karaoke files zipped together (MP3+CDG) or are they separate files?

Also, go into the Config->Browser tab and Disable the Automatically add to Search and the Search for Cover features. Try it again.
 
Customer service is slipping somewhere, i have two tickets pending, one to logistics and one to sales/accounting and ive yet to receive an answer, the one to logistics was sent on monday and still nothing...
 
djrasza wrote :
Customer service is slipping somewhere, i have two tickets pending, one to logistics and one to sales/accounting and ive yet to receive an answer, the one to logistics was sent on monday and still nothing...


Yes and you also have been given a tracking number and even posted about this once before in the forums.

We can only tell you the same information that you have access to with the tracking number. And if you would check that number you would see it left the states yesterday.


It's tickets like these guys, where you have the information in your hands to do the research is what slows us down in answering those that there are no obvious answers to.
 
@ cstoll: A PM has been sent to you with regards to this matter. But just so you know, i have read a lot on these forums, and yes i do as much research as possible before i ask questions. Thanks.
 
Maybe VDJ should re-word the ticket info. I see this topic very frequently now in the forum. When a company offers person to person technical support clients will use it especially when support says they will try to answer your request within an hour. I've been answered wrongly myself in this user forum and other product user forums when I needed help and got info from other users. I read it every single day, sometimes 3 times a day and I see people pointed in the wrong direction on a regular basis. In most cases they are given the right answer from VDJ experts but ussually when it's too late. Eg: I've seen guys delete there complete music on their harddrive because another user told them what to do. An hour later a moderator told him what to really do but it was too late.

VDJ TICKET INFO
"If you couldn't find an appropriate answer to your question, you can open a new ticket and submit it to our support staff.
We will try our best to answer your question within the hour, unless your question is too technical and requires a little longer."

BTW - As I mentioned before the "new search" SUCKS now also....

Funkmasterfrank
 
i agree...but i guess the attitude is to do the research yourself
 
Maybe the tickets need to be split between support/help and bug reports. I agree more people can help themselves, but although i have dj'd from a PC since 2000 any new program does need indepth explanation now & again!
 


(Les anciens sujets et forums sont automatiquement fermés)