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  • Hey all, just changed over the backend after 15 years I figured time to give it a bit of an update, its probably gonna be a bit weird for most of you and i am sure there is a few bugs to work out but it should kinda work the same as before... hopefully :)

RESOLVE TECH SUPPORT NOT AVAILABLE? REALLY?

A

Anson Fogel

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Hey all. I'm a long time fairly frequent resolve user, the paid kind. I've got a single project within an otherwise sound database that crashes resolve on load, despite going to backups, optimizing, importing into a new DB, etc. - Mac OSX, Resolve 9.1.6, etc - I appear to have lost about 12 hours (1 day) of work, as my prior evenings backup works fine...but I'm on a nasty deadline and would love to recover it...so...I called support after trying every known, forums suggested trick.

So I have tried calling Resolve support now all day, the first person in BM support said I needed DaVinci specific support. I went into that new Queu. Caller #7, 6, 5, then voice mail. Left clear voice mail. Emailed them. No call back. Called again 6 hours later. Caller 5, 4, 3, 2, voice mail. Left message again. Called just now and was told "DaVinci Support us Not Available This Week. They'll be back Monday, Maybe." I tried to confirm. Same thing - nope. They are gone. Well sir, will they reply to my emails? No. No why? They are not available until Monday. We have very limited Resolve staff and support, I was told.

Its Wednesday.

Apparently, Resolve is only a quasi supported product. Sometimes. Maybe.

I've given them a lot of money over the years. A lot less lately, not that it only costs 1 grand.

But...this scares me to death.

If you invest in using Resolve, apparently its not reliably supported.

AutoDesk anyone?
 
I've had mixed results with their product support. Unfortunately I think this is a byproduct of cheaper prices. Making cheap products, very possible. Offering world class support with decently paid human beings, another story.

And just to be clear, I can't speak directly to the Resolve support. It might be great. Just making a general statement abut support.
 
It is unheard of to provide this kind of support for a product at this price. Actually, the support is exactly the same for the free version. Said that, it is clear, that lack of support is a result of IBC show. Both Dwaine and Mark are there. Comparing BM support, which is completely free to outrageously expensive autodesk makes no sense. As far as you issue, I afraid you may be hosed. I highly recommend ditching the DB and use Disk based set up instead.
 
Actually Dwaine has been very helpful, and I'm sure most of the people in the Resolve side of things are great. It's probably a question of resources.
 
Hi Anson, i'm sorry you have been disappointed with our support team response time. We have a number of DaVinci support specialists based in the USA, more in Europe, and also in Asia. They follow up on support requests from our web site support page and direct telephone calls into the local regional support line. They also review the BMD and other forums and assist when they can. They are hard working guys and gals who do care and help our customers daily. I don't think its quite accurate to say Resolve is not reliably supported. We just don't claim to offer same day return of your call/email which appears to be what you were looking for.

The forum communities are quite helpful. They often have experienced similar issues and we do monitor them to see if there is a trend on a particular issue and how we can improved the product to reduce or eliminate the issue. For urgent items, if you don't get a BMD support guy on the phone give the this or BMD forum a try.

For your particular issue. Using the 'CaptureLogs' application, we install with Resolve on your Mac in HD/Library/Application Support/Blackmagic Design/DaVinci Resolve, immediately after the crash and before you restart the app will be valuable for the engineers to look at if they are not able to solve your issue with the regular operational checks. It can be emailed to the support email but again, while we don't promise same day analysis, someone will look into it and get back to you.

Peter
 
Hi Peter,

Our system has been in fairly heavy use now for a few years and we rarely run into issues. Resolve is incredibly stable. I know it has to be a monumental task to support what has become such a large user base due to Resolve Lite and the full version only costing $1k. That being said, it would be nice if there was some sort of dedicated or speedier service for those of us that have stepped up and dropped the money on the DaVinci panels. Don't get me wrong, the cost of a full blown resolve with panels is still a steal when you compare it to the cost of getting into it's main competitors, but it's still a significant investment and I think warrants a different support structure. That's just my few cents from a very satisfied customer.

Cheers,
jeremy
 
Peter -

Thanks for the reply - I hold you in high regard, as I do you Jake. Peter, I appreciate that same day support may be too much to ask for a product at this price point. However, multiple staff have said that support is not available for Resolve until Monday. I have, of course, combed the forums at great length and applied multiple suggested fixes from those sources to the problem well before contacting support - a last resort. I really do appreciate the response - and I have been a huge fan of Resolve for quite some time - this is the first time in 3 years, and thousands of hours of use, that I have ever had to contact support. Its a great product. But being told that support is simply not available for the next 5 days raises questions for anyone working with a product in a professional environment, with real deadlines and clients. I would happily go back to paying significantly more for the product and returning to the prior levels of support.

In the meantime, the problem persists. I would send the crash logs and database as you suggest, but if they are not going to respond for 5 days as reported, there is not point - I will have to recreate the work due to a deadline by then.
 
jake blackstone said:
It is unheard of to provide this kind of support for a product at this price. Actually, the support is exactly the same for the free version. Said that, it is clear, that lack of support is a result of IBC show. Both Dwaine and Mark are there.
Click to expand...
You know, I think what Blackmagic should do is just take the Avid route and charge money for support. If they make it $20 per call (or something relatively reasonable like that), then they could actually afford to have five or six trained support people sitting in cubicles for 12 hours a day, answering questions from users.
 
Strange--Dwaine and Mark are the most helpful guys in the world, and usually always available.... maybe it's just a bad week. Regardless, you have reduser which is filled with a ton of Resolve users who can probably help you.

What's the issue?
 
All -

I'd like to happily report that the REsolve Team apparently saw this post and have really stepped up to help. I love RedUser. Of course, its helpful for those of us that know how to reach out - the normal support channels at BMD still leave something to be desired, but in fairness, they stepped it up and have been awesome.

Also, amazing support from this community - Paul Provost went to great length, even though we've never met and he probably has a billion better things to do with his time - to help me as well. Thanks Paul.
 
Anson Fogel said:
Hey all. I'm a long time fairly frequent resolve user, the paid kind. I've got a single project within an otherwise sound database that crashes resolve on load, despite going to backups, optimizing, importing into a new DB, etc. - Mac OSX, Resolve 9.1.6, etc - I appear to have lost about 12 hours (1 day) of work, as my prior evenings backup works fine...but I'm on a nasty deadline and would love to recover it...so...I called support after trying every known, forums suggested trick.

So I have tried calling Resolve support now all day, the first person in BM support said I needed DaVinci specific support. I went into that new Queu. Caller #7, 6, 5, then voice mail. Left clear voice mail. Emailed them. No call back. Called again 6 hours later. Caller 5, 4, 3, 2, voice mail. Left message again. Called just now and was told "DaVinci Support us Not Available This Week. They'll be back Monday, Maybe." I tried to confirm. Same thing - nope. They are gone. Well sir, will they reply to my emails? No. No why? They are not available until Monday. We have very limited Resolve staff and support, I was told.

Its Wednesday.

Apparently, Resolve is only a quasi supported product. Sometimes. Maybe.

I've given them a lot of money over the years. A lot less lately, not that it only costs 1 grand.

But...this scares me to death.

If you invest in using Resolve, apparently its not reliably supported.

AutoDesk anyone?
Click to expand...

Have you tried colortracing from the bad project into a new project? Does this crash Resolve as well? If not, this could save you.
 
Do you want great support, get Scratch...it's $1000/year for ScratchLAB and $5000/year for full version of Scratch (or it was when I was using it). That gets you 24/7 support. I had a problem at 2am Eastern time and received an reply with a fix in about 10 minutes. When I found a bug that required an update to be written into their support pack it was sent out within a week. The support contract is mandatory and it is over and above the cost of the software.

Count me in as someone who would play a yearly premium for 'professional tier' support beyond standard hours Pacific time.
 
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