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Joined: Jan 2013
Posts: 1,333
Expert
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OP
Expert
Joined: Jan 2013
Posts: 1,333 |
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: 10,823
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Veteran
Joined: Apr 2009
Posts: 10,823 |
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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Joined: May 2001
Posts: 2,273
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Veteran
Joined: May 2001
Posts: 2,273 |
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
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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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