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Joined: Jan 2013
Posts: 1,335
Expert
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OP
Expert
Joined: Jan 2013
Posts: 1,335 |
Good day all....
My first attempt at using the 'live chat' customer support went pretty well.
I had to replace the HD on my laptop last week. (surprisingly, that went pretty smooth)
Plugged in my UltrPlusPak USB drive to get back to some music and it wouldn't let me "activate" stating I had reached my limit of "activations" and then gave me a prompt to "call PG music support if this is a new computer".
I expected a merry-go-round of "re-activation" hurdles but decided to try the customer support "live chat" thing to get this resolved.
Clicked "live chat".....someone will be with me shortly....spoke with Kent....provided him my serial # from the back of the USB drive....Kent comes back shortly and says "it should work now" (he added activations to my license)....opened BIAB and there you go.
I'm up and running.
Just a complimentary endorsement and kind words for the good assistance I received from PGmusic/Kent and thought I'd recommend the "live chat support" option....just may go quicker than one thinks.
Carry on....mas cafe para mi.
Last edited by chulaivet1966; 05/01/18 02:42 AM.
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Off-Topic
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Joined: Apr 2009
Posts: 10,994
Veteran
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Veteran
Joined: Apr 2009
Posts: 10,994 |
Yep... they have resolved my issues and questions in a very expedient manner. Kudo's to the best support on the internet.
You can find my music at: www.herbhartley.comAdd nothing that adds nothing to the music. You can make excuses or you can make progress but not both. The magic you are looking for is in the work you are avoiding.
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Off-Topic
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Joined: May 2001
Posts: 2,275
Veteran
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Veteran
Joined: May 2001
Posts: 2,275 |
I too have had great success over the years with "Live Help" so I hesitate to "throw cold water" on the subject but I have a suggestion that could make it better.
Depending on either who's minding the "help desk" or perhaps who you get when you click the button, I've discovered that I may or may not get what I need. If you get someone like Kent, as the OP did, you're in luck.
However, if you get someone less experienced, and you have even a mildly technical question, you may get shuffled off to "technical support".
Now I don't mind that at all, and I've certainly had great help there. What I think could be improved is the "Live Help" button. If it's help for "sales" questions only and not technical questions, why not make it a "Live Help - sales" button and add a "Live Help - tech" button? Then simply make each of them "greyed out" during times when they're not being "manned".
Just a thought.
LLOYD S
P.S. what is the "gender equity" equivalent of "manned"??!!?
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Off-Topic
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eddie1261
Unregistered
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eddie1261
Unregistered
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Hands down the best I have ever seen, and those of you who know me just from the forums probably have a pretty good idea that I am going to call EVERY TIME something is amiss.
I once dealt with an issue where I was trying to use 2 MOTU interfaces. The forum people continued to tell me about drivers. Everybody said i didn't have the latest drivers, likely some who have no idea what a driver is or does, but it's a popular buzzword. The issue was that I could use one of them or the other but not both. PG actually remoted in to me and stayed on the phone as I swapped hardware in and out and rebooted many times, only to find that it was indeed a coding problem that the software did not then allow multiple interfaces. The moral of the story is that they fixed the on the NEXT update. So whatever they had going on in the way of patching, they dropped what they were doing and fixed that bug. That is red-letter level customer support. Having been on their end of that kind of phone support role I can tell you how difficult it can be. Fortunately here most of the user base is rather intelligent so when someone reports a bug they really have a bug, though I am sure some percentage is user error, but education is part of support and they are always happy to educate.
I used live support last week when I upgraded. I used to dread being on live support duty at the internet provider because of the level of questions I would get. I had one woman
open a chat because she was on Facebook and Farmville wasn't working. I typed in "Okay. Take a second and think about that. You are ON Facebook. Thus you are ON the internet. That's what we do. We provide internet. We have no control over a Facebook game like Farmville." And she said "Oh yeah. That makes sense. bye." and was gone. The other favorite was "I can't print my email." "Well, if you can GET your email, we are doing what we are supposed to do. We don't have a computer repair division that can fix your printer." That one threatened to cancel his account and change to someone else. To which I said "Well, there are options and you certainly have a choice, but I guarantee you that if your printer won't print your email now it won't print then either. You need to talk to a computer technician, not your internet provider. That's a hardware problem."
But yes. these guys are the best.
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Off-Topic
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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 |
Thanks for the kind words guys, much appreciated!
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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Last Chance! The Band-in-a-Box® 2026 for Mac® Special Ends Today (May 31, 2026) at 11:59pm PDT!
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Holiday Weekend Hours
It's Victoria Day Long Weekend in Canada. Our Customer Service hours are:
Saturday, May 16: Closed
Sunday, May 17: Closed
Monday, May 18: 8:00am - 4:00pm
Regular hours resume Tuesday, May 19th!
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With Band-in-a-Box® 2026, we've released 202 incredible new RealTracks (in sets 468-488) in a variety of genres—featuring your most requested styles!
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Our new jazz, funk & blues RealTracks include a groovin’ collection of RealTracks and RealDrums! These include more requested “soul jazz” RealTracks featuring artists Neil Swainson (bass), Charles Treadway (organ), Brent Mason (guitar), and Wes Little (drums). There are new “smooth jazz” styles (4), which include a RealTracks first: muted trumpet, as well as slick new smooth jazz brushes options for drums. Blues lovers will be thrilled—there are more “classic acoustic blues” styles, including guitar (5), bass (4), and drums (10) with blues master Colin Linden, featuring understated and tasty background acoustic soloing, plus brushes drums and acoustic bass. There are also new electric blues RealTracks, including electric blues with PG favorite Johnny Hiland (3) and soulful electric slide guitar from Colin Linden (4). If you love funk & gospel, there are great new options this year, including gospel organ (3) from Charles Treadway, as well as new funk, tango, and rock ’n’ roll drums (3) and bass (1). And for big, bold arrangements, we have uptempo soul horns (4) featuring a three-part hip horn section with options for a full mix or stems of each individual horn — plus an accompanying rhythm section (4) of drums, bass, guitar, and electric piano!
Rock & Pop (Sets 476–482):
Our new rock & pop RealTracks bring a powerful mix of requested favorites, fresh genres, and modern chart-inspired styles! We have more of our popular “Producer Layered Acoustic Guitars (15)” featuring Band-in-a-Box favorite Brent Mason. We’ve continued our much-requested disco styles (10), and added new Celtic guitar (5) with a more basic, accessible approach than our previous Drop-D or DADGAD offerings. There are also highly requested yacht rock styles (17), inspired by the smooth, polished soft-rock sound of the late ’70s and early ’80s — laid-back grooves, silky electric pianos, warm textures, elegant harmonic movement, and pristine production aesthetics. Fans of heavier styles will love our new glam metal (13), capturing the flashy, high-energy sound of ’80s arena-ready guitar rock. We also have a set of rootsy modern-folk rock (18), with a warm, organic sound combining contemporary folk textures and driving acoustic strumming. And we’ve added lots of new modern pop styles (16) — the kinds of sounds you’re hearing on the radio today, featuring exciting new drums, synths, and cutting-edge RealTracks arrangements.
Country, & Americana (Sets 483–488):
Our new country & Americana RealTracks deliver a rich collection of acoustic, electric, and roots-inspired styles! We have new country pop (9) with legendary guitarist Brent Mason. There is also a potpourri (14) of bouzouki, guitars, banjo, and more, perfect for adding texture and character to contemporary acoustic arrangements. We’ve added funky country guitar (5) with PG favorite Brent Mason, along with classic pedal steel styles (5) featuring steel great Doug Jernigan. There are more country songwriter styles (8) that provide intimate, rootsy foundations for storytelling and modern Americana writing. Finally, we have “background soloing” acoustic guitar (12) with Brent Mason — simpler, but still very tasty acoustic lines designed to sit beautifully behind vocals or act as a subtle standalone solo part.
Check out all the 202 new RealTracks (in sets 468-488)!
And, if you are looking for more, the 2026 49-PAK (for $49) includes an impressive collection of 20 bonus RealTracks, featuring exciting and inspiring additions to add to your RealTracks library. You'll get new country-rhythm guitar styles from PG Music favorites Johnny Hiland and Brent Mason, along with modern-pop grooves that capture today’s radio-ready sound! There are also new indie-folk styles with guitar, bass, 6-string bass used as a high-chording instrument, acoustic guitar, and banjo. Plus, dedicated "cymbal fills" RealDrums provide an added layer that work very well with low-key folky styles with other percussion.
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-For UltraPAK customers, this includes 12 new RealStyles.
- MIDI Styles Set 92: Look Ma! More MIDI 15: Latin Jazz
- MIDI SuperTracks Set 46: Piano & Organ
- Instrumental Studies Set 24: Groovin' Blues Soloing
- Artist Performance Set 19: Songs with Vocals 9
- Playable RealTracks Set 5
- RealDrums Stems Set 9: Cool Brushes
- SynthMaster Sounds Set 1 (with audio demos)
- iOS Android Band-in-a-Box® App
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- FLAC Files (lossless audio files) for the 20 Bonus Unreleased RealTracks and RealDrums
- MIDI Styles Set 93: Look Ma! More MIDI 16: SynthMaster
- MIDI SuperTracks Set 47: More SynthMaster
- Instrumental Studies 25 - Soul Jazz Guitar Soloing
- Artist Performance Set 20: Songs with Vocals 10
- RealDrums Stems Set 10: Groovin' Sticks
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Learn more about the Bonus PAK and 49-PAK for Band-in-a-Box® 2026 for Mac®!
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