Subject:To Sonic Foundry: Is anyone in E-mail Tech Support?

Posted by: merlyn60

Date:2/4/2003 12:18:11 PM

I know the company is taking care of serious in house business these days, but I was just wondering if there is anyone fielding E-mail Tech Support questions. I've emailed a few times within the past few weeks about a long running Event Ezbus ASIO driver problem with Acid 4.0, but haven't gotten any reply at all except for the standard automated one. I e-mailed (twice) the Tech Support Representative that was following the problem, as well as Tech Support in general through the page on the Sonic Foundry site. I figured maybe the Tech Representative that was following the problem wasn't employed there anymore or something, but with no reply from general Tech Support, I got on here to ask. Just wondering whats up over there.

Merlyn

Subject:RE: To Sonic Foundry: Is anyone in E-mail Tech Support?

Reply by: SHTUNOT

Date:2/4/2003 12:20:05 PM

Did you try calling them...608-204-7704?

Ed.

Subject:RE: To Sonic Foundry: Is anyone in E-mail Tech Support?

Reply by: merlyn60

Date:2/4/2003 12:27:25 PM

Thanks for the reply Ed. I don't have a support plan and I don't agree with Sonic Foundry's Tech Support rates. I understand that Support Plan members get priority over general e-mail form the web, but we're speaking weeks here and it has never taken this long in the past.

Merlyn

Subject:RE: To Sonic Foundry: Is anyone in E-mail Tech Support?

Reply by: SHTUNOT

Date:2/4/2003 12:33:07 PM

I would still try it anyway because even though the "60 day" period is over you might get lucky and not get charged as long as your questions are well thought out. ie: write down exactly what you want to ask them so that the call won't take toooo long. It's worked for me dude. Good luck.

Ed.

Btw...I think that sofo said that this was a problem on events side and not theirs. I would still be bitchin over at them also to get a fix as well.[I know I know...They say its there fault and the other guys say its the others fault ;) ]

Subject:RE: To Sonic Foundry: Is anyone in E-mail Tech Support?

Reply by: merlyn60

Date:2/4/2003 12:43:35 PM

Again...thanks for the quick reply. I will attempt your call suggestion. As far as the problem goes, the last time I was updated, they weren't sure where the problem was because they were still in the process of trying to get an Ezbus from Event to test with Acid 4. This was back in December though, so Im really hoping that they (SoFo)got their hands on one. Thats why I was writing Tech Support in the first place. I wanted to see what the deal was on fixing the problem and who (SoFo or Event) would be fixing it. This VSTi situation sucks without ASIO!

Merlyn

Subject:RE: To Sonic Foundry: Is anyone in E-mail Tech Support?

Reply by: MyST

Date:2/4/2003 1:34:59 PM

Also, they might not charge you if you mention that it's a follow-up to a problem which hasn't been fixed yet.

M

Subject:RE: To Sonic Foundry: Is anyone in E-mail Tech Support?

Reply by: merlyn60

Date:2/4/2003 1:43:08 PM

Good point. I'll try that as well. Thanks!

Merlyn

Subject:RE: To Sonic Foundry: Is anyone in E-mail Tech Support?

Reply by: pwppch

Date:2/4/2003 1:44:00 PM

We are still trying to get Event to actually respond to our questions. They sent us a unit, but there are problems that we need to discuss with their engineers.

Right now there is no way you can run ACID with the EZBus ASIO drivers because they have a fixed latency of 64 samples. ACID cannot work at that low of a latency currently.

Peter

Subject:RE: To Sonic Foundry: Is anyone in E-mail Tech Support?

Reply by: merlyn60

Date:2/4/2003 1:54:25 PM

Peter,
I appreciate you answering my question. You always seem to come through. Thanks for shining some light on my situatuon. So it seems that, in the meantime, I'm stuck with the windows drivers and weak vsti performance. I'll hang tight. Its good to know you guys are on it though. As long as you guys keep trying, I'm with you.

Merlyn

Subject:RE: To Sonic Foundry: Is anyone in E-mail Tech Support?

Reply by: wcreed

Date:2/4/2003 5:05:59 PM

Wow. That's the first post I've seen from SF in a long time...

Subject:RE: To Sonic Foundry: Is anyone in E-mail Tech Support?

Reply by: pwppch

Date:2/4/2003 5:38:24 PM

Vegas 4 has been in crunch mode. I have - as others here - been hanging in the Vegas Audio forums.

Peter