Blackmagic Forum

Hello, have Blackmagic completely abandoned support?

I have both messaged BM support (here in the UK, I assume) about a control surface issue and other BM issues (Videohub, Davinci Resolve) and written forum posts, and both have gone unanswered for months now.

I know you can't monitor every single forum thread but this has been an issue for me for months.

I have *many* BM products (like all of us here, I imagine), from cameras to studio converter kit, switchers to control surfaces.

To be completely ignored like this feels very odd. At one point, Blackmagic was a very responsive company, but for whatever reason this has totally fallen away.

Have you tried calling? I've always found them helpful here in the States.

My recent experience was about 2-4 days from submitting a support ticket to getting the initial response...and then 3-5 more days for a dialog response.

I did call for another support issue a few days ago and I waited about 20 minutes before I was helped. While the question was answered I could tell the person on the other end was working hard to look up the answer and really did not "know" the information off the top of their head.

I do think support could be better and, like you, I own a multitude of Blackmagic products. Would I pay for support? Yes, especially if I could be assured that Blackmagic would then create action items / fixes on the most requested support issues.

support@blackmagicdesign.com - I’ve heard back within 48 hrs on low priority requests when submitting full system specs/drivers and logs.


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This begs me to ask a question on support and the forums. And, it’s entirely possible I’ve just overlooked the answer.

When posting to the forums, one is likely to post hoping for help from either BMD or seasoned users.

If one is looking more for an answer, within the forums, and not the regular support ticket route, are there any title or posting guidelines for posting with hashtags or some other method to make it easier for BMD to sift out the chaff?

It’s hard to imagine with all their products, and all the questions being posted, it would be easy to sift ‘bug’ questions from ‘hardware’ questions from ‘software’ questions from ‘software version’ questions from ‘operational’ questions, without some type of tagging mechanism. I know the forums are broken up within very top categories, but there seems to be usefulness in further definitiveness within the top separations.

Like I’ve stated, maybe I’ve overlooked something already in place, but it not, it seems like a good thing to standardize on.

For example, it would seem this would make it much easier to identify questions from within the ‘Davinci Resolve’ forum, and farm out questions only pertaining to specific versions to different people with BMD.

Does this even make sense?


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les.warden wrote:Does this even make sense?

Not to me.

davo_me wrote:Hello, have Blackmagic completely abandoned support?

I have both messaged BM support (here in the UK, I assume) about a control surface issue and other BM issues (Videohub, Davinci Resolve) and written forum posts, and both have gone unanswered for months now.

I know you can't monitor every single forum thread but this has been an issue for me for months.

I have *many* BM products (like all of us here, I imagine), from cameras to studio converter kit, switchers to control surfaces.

To be completely ignored like this feels very odd. At one point, Blackmagic was a very responsive company, but for whatever reason this has totally fallen away.

I guess it may depend on where you are. I'm in New Zealand so our support is from Australia. Each time I have emailed support I have heard back within 24hrs. Last week it was less then 3 hours till I had a response - it went back and forth while we tried a variety of things (non urgent so didn't need a ph call) and each response was within hours

I know it doesn't help you other then to show they haven't fallen off the edge of the planet - not here anyway.

Dave, please phone the UK support office. They are all working from home but are still providing support. Have your product serial number ready.

Peter Chamberlain wrote:Dave, please phone the UK support office. They are all working from home but are still providing support. Have your product serial number ready.

Thank you Peter, but my last two calls took a long time to answer, and the person I spoke to did not have the answers I was looking for.

There seems to be something fundamentally broken in the way my support requests - submitted through the website – have gone. I haven't heard back on any of them, and it's been weeks / months.

Should I try the support@blackmagic email?