• Registered: 2009-05-30
  • Posts: 1

Topic: Support is a joke?

Hi there,
I´m a Studio owner/Guitar player/Singer/Songwriter from germany and i really wanted to buy a VW+ until........

I´ve read in this forum so much about not supporting customers!!!

It seems that TC Helicon is very big in promoting their Stuff with cool Videos
of People using the different units but non present with tutorials for their
customers!!!

We use in our Studios a lot of Steinberg and Diggidesign Stuff and we´re good at it thanks to good education DVD´s and Tutorials!

So this leads me to think that WE (the customers) only are important to TC as long as we have NOT spend our money for their products!

Right now i´m pending of buying helicon Stuff because 1000€ are very much Value for a Rack unit with flashy lights!

Please do something to cahnge my mind

greetz from Germany

  • Registered: 2009-02-27
  • Posts: 3

Re: Support is a joke?

I'm waiting for a great tutorial for Voice Works Plus sad sad

It seems so complicated to obtain a great sound effect, casue there are a lot of parameters to program.....

It's a pity...

  • From: Italy
  • Registered: 2009-06-03
  • Posts: 1

Re: Support is a joke?

In fact at TC-Helicon they produce very powerful gear, but seems that they can't put user in condition of deploying all that power. The more one can do with their effects, the less is described how to in their manuals...

  • uJiya
  • VC Member
  • Offline
  • From: MADEIRA BEACH, FL
  • Registered: 2009-04-19
  • Posts: 16

Re: Support is a joke?

I haven't experienced this at all.  I just finished a 3 month Beta Test with the Voice Live 2, and they email me pretty much every day that I email them.  Perhaps they're more geeky than they are phone savvy, but I'm not much for phones either. 

Yes, I feel the manual is a bit limp and even expressed that in my Beta Test.  They've communicated that it will be updated in the online application.  In fact they're gearing all updates, builds, manuals toward the online application, and I do notice it's regularly updated with new builds, and tutorial videos.

I also use Digidesign, Steinberg, and Waves and yes there are lots of great tutorials provided by the companies, but mostly by users that I find most helpful.  I really believe in TC-Helicon and they've been very responsive with me.  Once I get some free time in the coming weeks, I'll begin to design some tutorials that might help everyone out, with TC's permission of course.

The Voice Live 1 manual was quite descript and perhaps they just need a bit more time to develop this as they are still working out bugs with the unit.  For an in depth view of my Beta Test check this out, as it may help a little:

http://blogs.myspace.com/ujiya

010101,

Brian

To utter (something) or cry out loudly and vehemently, especially in protest.  Sing with your last breath!!!

uJiya's Website

  • Registered: 2009-06-19
  • Posts: 610

Re: Support is a joke?

Hi there,

Thanks for bringing up this subject!

We always welcome constructive feedback. Your thoughts are very important to us.

If you visit the support site you’ll notice that many questions are now addressed as video answers. We’ll take your feedback into consideration as we continue to film...

Here is the link for the support pages where you can find the videos:-

http://tcsupport.custhelp.com/cgi-bin/t … tn_submit=   

If you visit the support pages as listed above and still can't find the information you need - Please write back!

We are listening.

Best wishes,

Joey

Last edited by Joey @ TC Helicon (2009-06-19 13:42:29)

  • From: Victoria BC Canada
  • Registered: 2006-11-17
  • Posts: 113

Re: Support is a joke?

I'm not saying this is the case with everyone, but perhaps people want to have the learning experience with a product done for them. There's no way to document every process and feature in a product to suit everyone's learning style.

Also, everyone's applications will be slightly different.

My experience with TC-Helicon products is that they are with out a doubt useful, and worth the money. In perspective, broadcast and quality studio gear cost significantly more, and do less in terms of function. You're getting cutting edge research, and musician influenced utility in the same product.

Customer support. This is an important aspect, and difficult to execute. The forums are in place on TC Support for common issues, and in theory if there is a larger issue that is undocumented or beyond the scope of a manual (provided you are the type of person that uses them).

I can't speak much for direct contact with TC support - I've only had a couple of incidents to get help with since 2001, and the experience was timely and helpful.

As has been stated before, know that TC Support takes its job seriously, and they need to learn about who the customers are and why they call support.

We're all human - we all drop the ball. Keep the feedback coming - direct it at TC Support - support can't monitor every forum.

I know a lot of this is obvious, but there are many TC-Helicon users. If you feel support is a 'Joke', then be sure to direct your concerns to support first.

Best wishes!

Stewart

Forum Moderator

VoiceWorks Plus / Harmony G / TC Powercore / VoiceOne2.0 / VoicePrism Plus / Konnekt 24D / Harmony M /
Harmony Control - Guitar / VSM-300/200XT

smclellan's Website