Allen and Heath Support Ticket System Observation
Not to complain, but to offer constructive feedback on my experience with AH Support after opening a ticket.
I provided a TON of details in my original ticket, pretty much every number I had ie: serial number, firmware, driver version, OS, and scree shots of I/O page, MADI card status etc…
I tried to be as thorough as possible because as an IT professional who spent 30 years supporting a client base I understand it’s not easy to troubleshooting a problem when you are not physically in front of it.
The first response by AH Support was: “update your firmware, let me know if problem is fixed”
I was off by 0.0.X release (1.5.9 to 1.5.10), I updated and let the support tech know that it did not change anything.
Next response was “make sure sample rate is the same on all device, let me know if problem is fixed”
Yes, sample rate is all set to 48Khz, no, it did not fix the problem.
My issue is, after reading the extremely detailed information I provided, why not have a response like “After reviewing your information, please try the following FIVE potential solutions and let us know” or 3 solutions, or ten… my point is the “try ONE” get back to us, takes forever to resolve anything. Case in point, the main solution was provided by Synthax USA while I was going back and forth over days with AH support. And yes I get it that the problem was not with the SQ per say, but rather a routing configuration on the Pulse. But, perhaps that would have been a suggestion from AH support, given all the info I provided that showed “green across the board”.
If checking firmware and checking sample rate was on the todo list, just tell me up front to check all of that in one go and save days wasted going back and forth.
I understand, in this day and age, support is not what it used to be, can’t just “pick up the phone, get directly to a human who can help / solve problem in 30 min” those days are gone, I get it. But email tag over multiple days with “one offs” is not efficient or timely.
This is not directed at the support agent in any way, I’m sure it’s “operational procedure / company policy” for troubleshooting, but it’s slightly frustrating none the less.
Anyways, I appreciate the assistance here on this forum, and also from the AH support tech, even if it takes longer than I would like, just sharing to maybe improve the process.
My 2 cents, for whatever it’s worth.