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Band-in-a-Box for Windows
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Joined: Oct 2011
Posts: 178
Apprentice
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OP
Apprentice
Joined: Oct 2011
Posts: 178 |
I don't know what has happened at PG Music in the tech support area but in all the years I have been buying the program from the very early beginning dialing the support telephone has become a frustrating exercise. Yes I have called during hours of operation but no one answers except the sweet lady with a recorded message. I find this has been happening all too frequently in the past year. I had heard excuses like the new version has just been released and it's Christmas and holidays etc etc. Well those things are long passed and it is still the same problem. Has anyone else had a similar experience of no one answering ?? What's going on PG Music???
Nelson
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Band-in-a-Box for Windows
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Joined: Feb 2015
Posts: 7,954
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Veteran
Joined: Feb 2015
Posts: 7,954 |
They may have to like many other companies, move their call support to Mumbai ???
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Band-in-a-Box for Windows
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Joined: May 2000
Posts: 22,539
Veteran
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Veteran
Joined: May 2000
Posts: 22,539 |
What time are you calling them?
They are in a pacific time zone, so depending on where you live it could make a big difference in success due to time zones.
I usually start with Chat, which can easily escalate to a phone call or remote assistance even.
One other thing I can think of is that the Canadian holidays may be different than yours, again, depending on where you live.
Anyway, chat has seemed pretty reliable to me.
Start a chat and ask them to call you if you prefer.
That may be possible even when the phone support is closed.
Just some ideas. Once you have their attention they are a great support team.
I do not work here, but the benefits are still awesome
Make your sound your own!
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Band-in-a-Box for Windows
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Joined: Oct 2008
Posts: 20,486
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Joined: Oct 2008
Posts: 20,486 |
Nelson, What's the problem? Maybe someone here can help. Also... Kent (from PG Music) has been often popping into the forum lately so chances are favourable that he'll see you post as well. Regards, Noel
MY SONGS...Audiophile BIAB 2026
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Band-in-a-Box for Windows
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Joined: Jul 2000
Posts: 27,505
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Joined: Jul 2000
Posts: 27,505 |
As Noel said, give us a crack at it.
Some of us also can leave a message for the developers if you have found a show-stopper.
BIAB 2025 Win Audiophile. Software: Studio One 7 Pro, Swam horns, Acoustica-7, Notion 6, Song Master Pro, Win 11 Home. Hardware: Intel i9, 32 Gb; Presonus 192 & Faderport 8, Royer 121, Slate VSX, Adam Sub8 & Neumann 120 monitors.
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Band-in-a-Box for Windows
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Joined: Nov 2008
Posts: 1,382
PG Music Staff
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PG Music Staff
Joined: Nov 2008
Posts: 1,382 |
Hi, We haven't stopped answering the phone.  When you can't get through on the tech line during tech support hours, it usually means we're on the line with other customers. You can leave a message, and we'll get back to you as soon as possible, or you can contact us by email, or through the online chat service on our website (we're available through chat right now, and can provide tech support for another 25 minutes). Mondays tend to be busiest, so will be the most difficult days to get through by phone, and earlier in the day tends to be busier than later in the day. Thanks Kent PG Music
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Band-in-a-Box for Windows
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Joined: Oct 2011
Posts: 178
Apprentice
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OP
Apprentice
Joined: Oct 2011
Posts: 178 |
Thank you for the answers. I live in Canada, I know the time difference to Victoria, I know the hours of operation of tech support and I do factor in the excuse were busy with other customers but really. Something tells me that something is going on that never happened before the last year. I always got through mostly on the first try but things have slowly gotten worse especially the last year. OK here is the problem. You have a song say all midi and you want to make or save the midi file with the drums on separate tracks. It gives you the option to do that and when you click on the put drums on separate tracks option BIAB say it made the midi file but you can't see it in the destination folder you told the program to save it to. However if you use the same option and just save it as a midi file with the drums on one track the midi file is visible now in the folder. The program used to work the other way by selecting drums on separate tracks but not now even though the option is there. Is this a bug. After the midi file is made I usually open it in real band and the drums would be on separate tracks. I have found a work around but I would like to know why the method I am discussing here no longer works.
Thanks for the help and suggestions
Nelson
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Band-in-a-Box for Windows
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Joined: Feb 2015
Posts: 7,954
Veteran
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Veteran
Joined: Feb 2015
Posts: 7,954 |
I posted that in the fixit forum after confirming the same problem.
PG have been employing more staff but I think the demand has outgrown the supply as the Mac version is becoming more popular as well as the Win customers growing.
LOL maybe they will end up going for the Mumbai tech support option.
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Band-in-a-Box for Windows
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Joined: Oct 2008
Posts: 20,486
Veteran
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Veteran
Joined: Oct 2008
Posts: 20,486 |
Nelson,
This might be worth testing, too...
I have BIAB (build 516) and RB (build 5)...
1. Open both BIAB and Realband.
2. Use 'File | Save Special | Save song as MIDI file' in BIAB (F6 is the shortcut) to activate MIDI save...
3. When the MIDI save menu appears, click on 'Clipboard' rather than 'File on Disk'. (All information is now on the Clipboard.)
4. Go to Realband.
5. Select 'Edit | Paste' (CTRL+V).
All the MIDI information should be pasted onto individual tracks.
Regards,
Noel
P.S. I just tried this and while the MIDI information was pasted into Realband OK, individual drums were not loaded onto individual tracks (drums were on a collective single track).
Last edited by Noel96; 05/01/18 06:51 PM. Reason: added P.S.
MY SONGS...Audiophile BIAB 2026
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Band-in-a-Box for Windows
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Joined: Oct 2011
Posts: 178
Apprentice
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OP
Apprentice
Joined: Oct 2011
Posts: 178 |
Thanks for the replies, hopefully PG music will address this problem in an update
Nelson
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Band-in-a-Box for Windows
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Joined: Dec 2003
Posts: 8,987
Veteran
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Veteran
Joined: Dec 2003
Posts: 8,987 |
All of my Support requests have been wonderful experiences with polite, friendly, and knowledgeable folks. In fact, one of the programmers, Andrew, even remoted my computer to rectify a system problem that wasn't PG's responsibility.
Caveat: They tend to talk funny, eh? You shouldn't have a problem though. Just mention hockey, ice fishing, or Labatt's Blue if the conversion hits a lull.
Seriously, I, being mute, usually start by clicking "Live Help" and list a brief summary of my problem. The clock icon will tell you your place in the queue and the expected wait.
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Band-in-a-Box for Windows
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Joined: Nov 2008
Posts: 1,382
PG Music Staff
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PG Music Staff
Joined: Nov 2008
Posts: 1,382 |
You're right, the "Drums on separate tracks" option isn't working correctly. I'm adding that to the bug list now.
Thanks
Kent
PG Music
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Band-in-a-Box for Windows
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Joined: Oct 2011
Posts: 178
Apprentice
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OP
Apprentice
Joined: Oct 2011
Posts: 178 |
Thank you Kent, look forward to the fix
Nelson
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Band-in-a-Box for Windows
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Joined: Nov 2008
Posts: 1,382
PG Music Staff
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PG Music Staff
Joined: Nov 2008
Posts: 1,382 |
Hi Nelson,
You're welcome, and thanks for pointing it out.
I should point out though, if you're just moving the song to RealBand, you don't need to make a MIDI file, and probably shouldn't. I'd just save the song as an SGU or MGU, open that in RealBand, highlight the Drums track, and hit Edit - MIDI - Split MIDI Drums.
Unless you're also moving the MIDI file to a non-PG program, that should save some time, even after the MIDI export feature is fixed.
Cheers
Kent
PG Music
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Ask sales and support questions about Band-in-a-Box using natural language.
ChatPG's knowledge base includes the full Band-in-a-Box User Manual and sales information from the website.
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Happy New Year!
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Season's Greetings!
Wishing everyone a happy, healthy holiday season—thanks for being part of our community!
The office will be closed for Christmas Day, but we will be back on Boxing Day (Dec 26th) at 6:00am PST.
Team PG
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