Not happy with Nemesys-support

[Horst]

Hi,

following up the thread before...

I just like to add that I am also not happy with Nemesys support.

I emailed them a bank-switching problem on the 3rd October, I sent a reminder on the 19th, another one on the 30th.

They simply don´t care for my Email.
This is really, really annoying.

Since living in Germany, I will of course not make phone calls to the US.

Horst.

[Mr. Chance]

Yep, they\'re horrible. I went thru serious pain trying to register Giga and they ignored repeated emails and voicemails.

[Boomer]

My prediction (assuming Nemesys never gets their act together) is that another company (Bitheadz, Steinberg, etc) will buy the technology, develop it, and provide the service that customers deserve. Or, their customers will simply get tired of the hassle (regardless of the great product) and Nemesys will go out of business. This really would be sad, because I believe they have a great product--they just don\'t see how truly valuable their customers really are to the future success of their company!

They may have a great idea/product, but without their customers to back them with $$$, they\'ll never stay afloat.

[cc]

Just a thought for the guys not in the USA (like myself) - has anybody ever tried phoning Nemesys tech support via a free Internet-to-phone service like www.go2call.com (\"http://www.go2call.com\") ?

[Jerry Gerber]

I filled out the Nemesys support form (on their web site/support) and never got a written or phone response.

I also predict Nemesys will be out of business within a year. Their latest build of Gigastudio (2.01.26 I think) is buggy and one of the bugs that I\'ve already described is enough to make me want to dump it--but I\'ve invested over $1700 in libraries so that is not an option for me. All software has bugs, but the difference here is that I have little faith that the company is going to actually do anything about it. I hope I am completely wrong.

Jerry Gerber http://www.jerrygerber.com (\"http://www.jerrygerber.com\")

[leadbelly]

Well guys;

I think you are all on the money. Good product. Lousy support, not unheard of in the software biz. Do you think it is because of a \"skelton crew\" operating the support dept.? I really wish they would take note of some of these comments and try to improve. I suspect that the volume of requests exceeds their ability to answer propmtly. I don\'t want to believe that they \"just don\'t care.\"
They probably know better than that. I hope they get it together, because I would hate to see this company disappear, along with all the sample library support!!

Peace to you all,

leadbelly.

[OH]

Hi!

You probably all know already that there is a Giga-group with egroups. On the list is Joe Bibbo (working for \"or\" at Nemesys). If you address your complain of sluggish support there (mentioning his name in the title), you might get the answers you hope for. As a pre-buyer I\'m also a bit worried about reading your complaints so I hope, somebody of you is going to address it to Joe.

Anybody having experiences with the Emagic\'s EXS24??? Any comparisons???

Horst. IF you are living in Germany (as I do): Have you tried bestservice\'s support (they seem to be very helpful and at least have contact to Nemesys)??? Would you mind letting me know your email, so that I can contact you personally for further pre-buyer questions????

Ahhh, forgot your name:
If you have spend so much for the libraries you should look for the following option:
Bestservice of Germany has the offer that with a little up-price one can get a library for two different formats. Might be possible with the shop you got it from as well!!!

------------------
O.H.

[nkf]

I\'m also located in Germany and I had never a problem with Nemesys support. In fact they answered within hours. The last time this was when I asked for this little tool to stop GigaStudio\'s QuickSound to look for .wav files. It was sent to me within a few hours. All I did was using their web form for support.

Nirto Karsten Fischer

[This message has been edited by nkf (edited 11-24-2000).]

[David Abraham]

<BLOCKQUOTE><font size=\"1\" face=\"Verdana, Arial\">quote:</font><HR>Originally posted by Jerry Gerber:
I filled out the Nemesys support form (on their web site/support) and never got a written or phone response.

I also predict Nemesys will be out of business within a year. Their latest build of Gigastudio (2.01.26 I think) is buggy and one of the bugs that I\'ve already described is enough to make me want to dump it--but I\'ve invested over $1700 in libraries so that is not an option for me. All software has bugs, but the difference here is that I have little faith that the company is going to actually do anything about it. I hope I am completely wrong.

<HR></BLOCKQUOTE>

I only see one solution, Nemesys needs to diversify and create a plugin based sampler that can plug-in to VST and/or Cakewalk 10 or whatever. Cap it at 64 voices and sell thousands upon thousands of units. A plugin version needs little support, and much less can go wrong in a dll that integrates with the host application. Then Nemesys could sell GigaStudio proper as an upgrade to the plug-in version. Use all of this revenue to better support all users..

As a Gigasampler user I halted my support of Nemesys products when I saw GigaStudio. I\'m trying to do more work inside my DAW and Nemesys is pulling me out of it. Thank god I didn\'t invest in too many libraries. Logic has the right idea with their integrated sampler.

-david abraham



[This message has been edited by David Abraham Fenton (edited 11-25-2000).]

[cc]

<BLOCKQUOTE><font size=\"1\" face=\"Verdana, Arial\">quote:</font><HR>Originally posted by David Abraham Fenton:
I only see one solution, Nemesys needs to diversify and create a plugin based sampler that can plug-in to VST and/or Cakewalk 10 or whatever. Cap it at 64 voices and sell thousands upon thousands of units. A plugin version needs little support, and much less can go wrong in a dll that integrates with the host application. <HR></BLOCKQUOTE>

I don\'t agree - what makes Giga unique is the hard-drive streaming, and with this sort of technology, the system is always going to be prone to all sorts of additional problems (like chipsets not having *quite* standard implementations, additional latencies added by certain IDE controller chipsets, Windows driver bugs, etc.) to a much greater extent than any RAM based sampler. Believe me, anybody who has ever compiled a Linux kernel will have seen all the various options to counter the many different bugs in the various IDE controllers out there.

Unfortunately, this is where a lot of the problems arise: Giga is utilizing the PC in a way which the designers did not quite anticipate. Until it gains critical mass in its current form, these types of problems will never be addressed at their lowest level (i.e. in hardware, OS software, etc.)

Making it a plug-in just adds additional complexity, which decreases the chances of reliability.

The thing to do would be to create a few reference hardware / software platforms, which have known performance benchmarks with Giga. Support would then have a much easier time in such a focussed environment.

[elle]

I fully agree. Allthough everybody is free to try GS on any PC, a lot of user frustrations would be avoided if there was a list of \'certified\' systems (and/or) system components.

[Chadwick]

Certified systems, or even components, is a great idea.

[Jerry Gerber]

Well, I am still having this problem even though I deleted my entire hard drive, repartitioned, reformatted, reinstalled Win98 and all necessary drivers, Gigastudio, Sound Forge and Gig files. Whew! Six hours \"wasted\". Problem seems to be bug in Gigastudio. Here it is:

I load Gigastudio after booting up a Pentium III-600 with 512 MB of RAM, Asus motherboard, Darla24 sound card. I open a performance with 102 sounds, sounds from the Miroslav Vitous string ensemble and some from Dan Dean Solo Strings. The sounds load sluggishly, the Dan Dean strings are large wavs and load excrutiatingly slow. I play. A click occurs in the sound every 120 seconds. I reset Gigastudio and reload the performance. Now the sounds load very fast and the glitch is gone. Weird. Happens everytime.

I hope Nemesys looks into this and fixes it. Word is 3 other complaints have come in by users with different sound cards, motherboards and CPUs.

Jerry Gerber http://www.jerrygerber.com (\"http://www.jerrygerber.com\")

[David Abraham]

<BLOCKQUOTE><font size=\"1\" face=\"Verdana, Arial\">quote:</font><HR>Originally posted by cc:


Making it a plug-in just adds additional complexity, which decreases the chances of reliability.

<HR></BLOCKQUOTE>

I think many of the problems occur because people are running it on the same system as a Sequencer and the two are competing for critical resources especially with Giga operating in the kernel mode. A *.dll based approach immediately erase all driver problems, is designed to work along with the host so that kind of testing will more than likely be done correctly - so that an effective product is released.

But I\'ve been fought on this integrated issue by enough people, so I\'ll drop it. There are other vendors now who are seeing the advantage of such an architecture. So thank god now I have a choice. Giga proved low latency was possibility, others will prove that usability/reliability is a possibility.

-david abraham

[Rüdiger]

<BLOCKQUOTE><font size=\"1\" face=\"Verdana, Arial\">quote:</font><HR>Originally posted by cc:
Just a thought for the guys not in the USA (like myself) - has anybody ever tried phoning Nemesys tech support via a free Internet-to-phone service like www.go2call.com (\"http://www.go2call.com\") ?<HR></BLOCKQUOTE>

Yes, I did.
The support was good.

Rüdiger

[Joris Vincken]

I\'m sorry too hear you are all having such a hard time. I had contact with Nemesys (USA) several times and they responded very fast. So I am very happy with their support.
Also I used to work in a music shop, and compared to Steinberg or Emagic, even picking up the phone is already a superb service!!

[nous]

<BLOCKQUOTE><font size=\"1\" face=\"Verdana, Arial\">quote:</font><HR>Originally posted by leadbelly:
Well guys;

I suspect that the volume of requests exceeds their ability to answer propmtly. I don\'t want to believe that they \"just don\'t care.\"

leadbelly.<HR></BLOCKQUOTE>

Agreed. Caring and a bit of time,
2 minutes or so, would be able to write at the very least, an automated responder to incoming e-mail, that could detail their
intention to answer.
I guess there really is lack of intention.
Sad story for a great product.
SK

[avestriel]

That\'s bad news... I just emailed them on Thursday night and have yet to hear back...