Communication with Creamware?

[Scotty]

I gather that Creamware are getting back up to speed after the holidays. Do they have a good history of responding to key requests in a timely manner?

[Scotty]

Quick response indeed, Ralf sent me the login password and an allkeys file this morning.

[Dfunkd]

Hello Scotty,


I'm a beginner customer into the Scope platform world ...since I have purchased the Luna 2 board, I didn't get the allkeysfiles.skf from the seller ,which gives me only the hardware serial number.Yesterday I've tried to send an e-mail to Ralf address at rb@creamware.de, to get the account registration and allkeysfiles.skf necessary to install plug-in packages, but today i didn' t yet receive any reply from him about my registration.
I' ll wait anymore......hopefully Ralf could replies me quickly as soon as possible...so i'll be able to get geeking moments with my midi keyboard..... .


Cheers!! D'funk'd

[kylie]

Quick response indeed, Ralf sent me the login password and an allkeys file this morning.

he sent you the login password for what? you're not talking, by any chance, about My Page? (which is still down)
I still wonder if it will be back soon or even back at all...?!

-greetings, markus-

[endre70]

Yeah...what's up (or in this case down..) with my page?????

Endre

[kylie]

Yeah...what's up (or in this case down..) with my page?????

last thing I heard was "ralf is busy getting it back working".
they could a least set a hint on the website that it's down instead of letting people wait for the connection timeout message...

-greetings, markus-

[Dfunkd]

last thing I heard was "ralf is busy getting it back working".
they could a least set a hint on the website that it's down instead of letting people wait for the connection timeout message...

-greetings, markus-[/quote]



Hello Markus,

Since few weeks, I have just purchased an old used Luna card likes scope home board, but the seller provided me only the hardware S/N nothing else. After installing the hardware and the related drivers on WinXP home edition(media center); I' ve successfully run the Luna 2.5 software filling the hardware S/N and following the installation procedures.
Anyway, since 2th January, I' ve sending many e-mail at creamware support address(rb@creamware.de, support@creamware.de),to get my account registration, but nowadays I never yet received your reply about this matter (login,allkeysfiles). ....However, Creamware web site pages:"user registration" and "my page",back again, so I'll try furthermore hopefully u'll reply me as soon as possible .I would appreciate it if someone could explain what I need to do.Thanks in advance !!!!

Greetings D'funkd

[garyb]

you may have gotten filtered by the antispam software. try writing again from a non-freebie email.

all registration issues are being handled via email.

[kylie]

However, Creamware web site pages:"user registration" and "my page",back again, so I'll try furthermore hopefully u'll reply me as soon as possible .I would appreciate it if someone could explain what I need to do.Thanks in advance !!!!

the pages were back, yes (this very moment it's down again, but this could be due to overwhelming requests). but the function "get me my allkeys file" and "generate my downloads" were not working as they did before. so we still have to wait, I think.
issuses concerning your allkeys file are better sorted out by mailing to ralf. I, too, once sent an email to support@... but never got an answer (and I did not sent from one of those freeemailers that are suspected to be routed to the spamfilters directly ).

so ralf is your man.

-greetings, markus-

[kyunghwee]

you may have gotten filtered by the antispam software. try writing again from a non-freebie email.

all registration issues are being handled via email.

It seems I need to send a few messages before he's able to get to it.

I just hope they got my PowerPulsar & A16 Ultra I sent out at the beginning of the year...Anyone have any idea if repair inquiries are also handled by Ralf?

[endre70]

Did you receive a RMA number from Ralf before posting your board and A16?

Endre70

[kyunghwee]

Did you receive a RMA number from Ralf before posting your board and A16?

Yup yup, and I've sent a couple of emails to ask about the status since hyperlink associated with the RMA in the email does not seem to work...and still no answers yet.

[garyb]

it'll get handled.
i'd imagione that the 20 or 30 people working there have little time to reply to such a request seeing as they need to build new product, fix your stuff, complete whatever other repairs that have been sent in, and deal with registration and key generation issues.

as long as ups or whatever carrier you shipped with shows the package arriving at CWA, you're good. be patient.(sorry, i know this is not much help....)

[endre70]

it'll get handled.
i'd imagione that the 20 or 30 people working there have little time to reply to such a request seeing as they need to build new product, fix your stuff, complete whatever other repairs that have been sent in, and deal with registration and key generation issues.

as long as ups or whatever carrier you shipped with shows the package arriving at CWA, you're good. be patient.(sorry, i know this is not much help....)

Sorry Garyb but in a way that's really not good enough.... I know we all love our stuff when it works...We wish the CW guys the best....and we're faithfull as hell.. ...I know that they develope new stuff...and need to give out keys via email...and have a lot of work...BUT; there are proffesional people here having problem with their CW stuff and got clients breathing down their neck and loosing money (and clients) while waiting for CW respons, my page that works, people picking up the phone and all other system related hot fixes....So the story got two sides...we're not babies waiting for dad to fix our toys! And for a company in 2007 not having a "hotline" being hot at all (read Cold as hell in periods) is really not good enough.

When that's said... I managed to get all necessary details for returning my card to CW after a small week on the phone/email and YES - RF is really supportive, proffesional and helpfull once the contact is up and running.

I suggest they hire another person only dealing with the hotline/customer support. Keep the customers happy - make them buy CW products again - refer CW products to other people - U know.... what a company should do in 2007.

I need to think about investing in another system (read; the dreaded and boring, but stable Pro tools) if I I continue having problems with my CW setup/Hardware issues....

Don't want to, but cant work like this anymore...

Endre70

[garyb]

pro tools?
sure, if you have an extra $40,000 go for it. there's no pro tools le system that's comparable, you'll have to move to pro tools hd. believe me, if everyone wants to spend $10,000 for a card instead of $1000, customer support will improve by leaps and bounds!

[astroman]

...BUT; there are proffesional people here having problem with their CW stuff and got clients breathing down their neck and loosing money (and clients) while waiting for CW respons, my page that works, people picking up the phone and all other system related hot fixes....So the story got two sides...we're not babies waiting for dad to fix our toys! ...

well, I disagree that the attribute 'professional' describes anyone, who isn't able to make at least 2 backup copies of his keyfiles on different media and a printout
I really don't understand the fuzz I frequently read here in this 'allkeys-context'...

cheers, Tom

[kyunghwee]

Garyb, I understand your point about ProTools. ProTools HD system is a completely different ball game and certainly would take up a lot more space in my little house even if I could afford it.
With that said, there's gotta be a better balance in a business that does have to deal with customer complaints & repair problems as well as product research & development.
For a small fry like myself, Creamware system is a huge investment & when it needs to be serviced, it would be nice to have someone that can respect that request. I'm not saying that Creamware does not care, since I really don't know, but it's the perception that comes across.
In general, it seems to take more than a single e-mail to get through with Creamware and that is a frustrating factor for any customers. I must admit you have to be a pretty patient person to deal with Creamware and patience is a rare commodity in this world.

And after all that said, I'm still sticking with Creamware...or am I stuck with Creamware? Looking forward to get my gear back...hopefully soon!

[astroman]

Digidesign would simply answer that 'this hardware' isn't supported anymore since 'this or that date', but you can upgrade to the current version for a meager $ k amount...

you're correct with the 'impression' some comments may leave, but noone knows how many 'well serviced' are on the other side of the balance.
Imho most 'technical defects' seem all to appear (if at all) rather late in the product's (supposed) lifetime - and anyone may guess the cards often had to work under extreme conditions. In that context it's a very good product.

their original server system ran pretty well - it's not CWA's fault if people start hacking that stuff (and the registration server), as the spam flood isn't their fault either.

I don't know for sure, but I guess they run their own mail server.
It can be extremely annoying if your system makes it onto a 'blacklist', effectively meaning that no(!) mail to or from that system is routed anymore by servers who subscribed to that list (there are lots of btw).
What makes it even harder is that you're not immediately aware about the situation as a company...

not that I have any reason to 'defend' CWA, just for a balanced view

cheers, Tom

[garyb]

Looking forward to get my gear back...hopefully soon!

i hope so too!

fwiw, i usually receive a reply to emails within a day. sometimes it takes two. i'm surprised at the trouble some have getting through. on the other hand, i'm surprised by the problems some have with their computers in general...

[endre70]

fwiw, i usually receive a reply to emails within a day. sometimes it takes two.

...good for you....

on the other hand, i'm surprised by the problems some have with their computers in general...

...yeah yeah....