Questions & Answers

why presonus support does not exist after 6 days trying to contact them by many ways ?

–2 votes
asked Sep 12, 2016 in Notion by gregdelsavio (300 points)
why presonus support does not exist after 6 days trying to contact them by many ways ?

I have an issue with a product, but the support did not give me any answer or a sign of life for 6 days... what can I do ???

I asked them to give my money back, but I can not expect to have an answer for that too... buying my software, I think I also paid for the support isn't it ?

1 Answer

–1 vote
answered Sep 15, 2016 by TechSupport77 (195,970 points)
selected Oct 12, 2016 by AlexTinsley
Best answer

Hi Greg,

Thanks for all of your patience.  We found your ticket in our system and will write you back immediately.  Just an FYI, each time that you reply to a ticket, your ticket is moved back to the end of the line.  We usually try to keep an eye out for this situation, but at times of high ticket volume, it is near impossible.  You would have received a reply last week had you not written us back so many times.  Your patience is greatly appreciated.  Hopefully this will help move things along faster in the future for you.

To address the issue, I see that you are in France.  I connected to a vpn server in France and was able to see that the downloads that you were having a problem were not cache'd in the DNS in your area.  I have since primed the cache in Paris, France and it should be working for you now.  We use a powerful customer delivery network, but the cache must be primed across the world.  There was not an issue with the Windows installers in France, but there was with the Mac versions.  

I'm writing you back in your ticket with instructions for manually installing the sounds should you continue to have an issue.  More than likely, the downloads should work for you now.  Please reply to your ticket if you are still having any problems.

Thanks again for all of your patience and feedback.