Does the quality of support depend on your location?
I have only submitted 3-4 “tickets” in the past few years and I think USA support solved 2 of 4. The other 2 the guy agreed and confirmed the bug and wrote “we will send that to Germany.”
I believe in some countries the user gets immediate phone support. In the USA you have to submit a request, then you will get a written reply within a couple business days. If the problem is simple then maybe it’s resolved, but for my situations the written reply was worthless and I had to ask for a phone contact…more down time. Then a day or two they set up an actual phone time to speak with a human.
I understand the reasoning for the above. Too often, most of their time is spent with issues where the user needs to simply RTFM. After all, who wants to read a manual when you can make a quick call and get it resolved in minutes?
This is another reason I support a genuinely professional DAW. Charge a high price, which prevents prosumers from even considering purchasing the software. Offer live phone support, focus on core DAW functions, workflow, bug elimination, and not VST’s, or things 3rd parties usually do better.
As it stands now, I think every DAW is hoked in an endless cycle of appealing to new users, being forced to add more “features” with every release because that is where the money is at…the prosumer market. Just look at that “open plea” thread. If you break free of being forced to market toward prosumers then professional support along with the concept of better functionality, less bugs, better workflow would happen.
But yes, they would have to charge the user much more. Someday I hope that happens.