PG Music Home Forums PG Music Product Forums Band-in-a-Box for Windows support

I started using Band in a Box a while back and just recently upgraded to 2009-5 and was given the download links and am waiting for discs, when downloading they all worked except two of them and when I asked for help was and am still being given a run around, I have worked as a tech and have never seen such poor tech service as I have gotten from pg music their live chat is even more useless I have spoken to about 4 others that have had the same problem when asking for help it is nevr pg music fault only the users and thagt is the help I have gotten what a waste of my time

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Votes accepted starting: 11/11/09 12:16 PM
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I'm not going to bother with this vote. So far (two years and counting) I have nothing but a heck of a support and response from the live chat (slow at times), but I think it is kind of normal for that type of service. In other words, compare to other software support I give PG a 10. I'm just saying.

Mike B.

PGMusic has a 10 from me also!!! I also check the forum several times each day for fantastic info.

cchallum

A 10 for me also for online support at PG Music.

10 here as well.
Now that said if you want to start over and be a little kinder I think you'll find some very good support from the extended PG Music Family right here.

Mixed support here. One tech couldn't help and just asked if I wanted my money back.
I do love the program though. I use it regularly on gigs.

Since you were in Tech Support, you probably had an idea what was the matter. You certainly must understand what it is like working with 'users'. From your description, you just said two of the links didn't work. Having worked in IT in the past, that is a pretty vague description and I'm hoping you worded it better with Tech Support. It sounds like your downloads were corrupted. Either try downloading the 'bad' links again or simply ask them for new links. They have been helpful for most of the times I have used them and usually go out of their way to help you solve a problem. The few times they could not assist were due to 'bugs' I reported - many of which were fixed within a very short time in the form of a patch.

And, of course, use this forum for help. I think a lot of these guys have been around longer than some in Tech Support.

Good luck,
Rachael

Can't help wondering why I'm reminded of the Three Billy Goats Gruff..?

A first post and givin a firing discourse about support? what a positive sense of sharing. Can anyone read there a "Hi" or minimally cordial greeting ? this night I am going to comment of this with grandma!

At least it isn't spam, trying to sell us something.

How have PGMusic given you the run around?

I live in Australia - probably about as far away from Canada as possible - and I have found PGMusic absolutely brilliant to deal with. I always get electronic delivery and the couple of times that the links haven't worked, it's been because too many people were trying to use the download server at the time I tried. I waited a bit, tried again, and all was fine.

In all honesty, I have not found a better company to deal with on the internet. PGMusic gets A+++++++ here from me

I ran tech support for Unix systems for several LONG years. I told more than one organization that the person who was to be their admin did not have what it takes to do the job. That was almost never popular. Most software requires a lot of linear thinking. Do A then B, and C happens.

I admire people who start to use this product, and take the time to learn, ask questions, and expand their horizons. The last I looked this is a users forum, and we really don't do tech support per se. The sharing of experiences and observations has lead me to buy the Ketron SD2, a Bose L1 Model 2, and neither would have happened without the reviews and comments from other forum members.

Things that really bug me include, people who do not post what gear they have, type of internet connection, where in the world they live, and what instruments and expectations they have. In fact, if one were to come on here before purchasing, describe their set up, their goals, and give a realistic evaluation of their capabilities, well they would get all the help needed to have a potentially positive experience.

The disgruntled usually show up in various categories. Lack of any musical background, lack of savvy with computers (like where is my on switch dude?), and those with no patience with the inevitable learning curve, which is very steep with any software worth more than 200 bucks.

Lots of us even help what appear to be people who pulled the software from some feed and want to figure it out, and can't contact support.

Then there is the odd few who do not understand that Victoria Canada is like calling California, it's in a weird time zone, and they are apt to be golfing in January then going snowboarding in the mountains after lunch. Live help is fine, but they get to work around noon EST, and are still there after supper.

If you are stressed, lack patience, have learning problems, and are looking for a fast way to get a back up band shop for music minus one books, there are lots. Just stick the CD in the player and jam away. No need to understand midi, interfaces, evaluate swing or straight styles.

Welcome to the forum, magicspyder.

I have never had a single problem with tech support from PG Music. Yes, sometimes the online facility takes a little time to get through but it does work. While you are waiting for the connection, you could always take the time to read the manual. You know, that is what it is there for.

To Magicspyder,

A sincere welcome to the PG music forums. I will do my best to show you why this is THE friendliest forum on the net that I know of.

On a side note, I did work in a Tech support job for over 2 years. During that time, I was cussed at and called every name in the book more times than I can count, and still gave stellar service without being rude or unprofessional in return.
I have been using PG music products since version 1 of BIAB on the Atari. Many times I would call them for support. Since 1990, I have called or emailed them well over 100 times. In EVERY case, I was treated with respect and my issues were resolved in a timely manner. In fact, there have been times when I've been sent new disks for free when I had a problem, and this includes my latest disks which were shipped to Mexico FREE of charge.
I compare this with the support I should have received from other music Software companies, there is no comparison.

Then there is the forum here at PG music. A more friendly helpful group of people you just won't find ANYWHERE else on the net. There's no rudeness, insults, or bickering, just thoughtful tips, and problem solving. Sure, people disagree on certain points at times and that's a good thing, what 's different here is the TONE of the posts.

If you don't mind a positive suggestion, I would ask you to call or use live help again, explain your issues and ask for the team lead if you do not get your issue resolved. And as always, there are lots of people here, including Peter Gannon himself, who take the time to help and seem to really care.

I understand your frustration, but give my suggestion a shot and see if it can't be resolved!

Hope this helps you,
Ed

Amen, Ed!!!

Support couldn't be better! Perfect 10!

Cheers,
Mike

No problems yet, but it's only been 5 or so years. However I am sure they will get you fixed up in the not too distant future. Also it can't hurt to ask a question or two here on the forum.

Oh yes, welcome aboard.

Later,

Magicspyder don't be afraid you can come out. We won't hurt you.