Blackmagic, please take care of your professional users

Do you have questions about Desktop Video, Converters, Routers and Monitoring?
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Robin Erard

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Blackmagic, please take care of your professional users

PostWed Apr 14, 2021 2:44 pm

Hi,

You creat great products for sure, but your helpdesk is very disappointing.

I have been a Blackmagic user since 2005. I work as profesionnal colorist in Switzerand and when I buy one of your product and ask for help, I would like to get answer. I would be totaly agree to pay a customer service to get this, but you don't propose that.

For now, I have issue with Teranex SDI to HDMI 8K and Ultrastudio 4k and wrote you several messages abour this. Without success.

Please could you make an effort for your business users who use your products and need them to earn their living.

Best

Robin
Last edited by Robin Erard on Wed Apr 14, 2021 4:20 pm, edited 1 time in total.
Robin Erard
www.rougegorge-postproduction.ch
http://www.imdb.com/name/nm2831668/
Colorist, director, editor
Nord 13, 2300 La Chaux-de-Fonds
Switzerland
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Ivanturas

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Re: Blackmagic, please take care of your proffessional users

PostWed Apr 14, 2021 3:23 pm

That's odd... I've always had terrific support. Timely replies, suggestions, etc.
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Uli Plank

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Re: Blackmagic, please take care of your professional users

PostThu Apr 15, 2021 11:32 am

Did you write to support or only post here? I can only confirm that paying customers get good support in Europe.
Don't know how complicated it'll be regarding hardware after the Brexit.
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Robin Erard

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Re: Blackmagic, please take care of your professional users

PostThu Apr 15, 2021 6:14 pm

Uli Plank wrote:Did you write to support or only post here? I can only confirm that paying customers get good support in Europe.
Don't know how complicated it'll be regarding hardware after the Brexit.


Yes I did write to support. Of course, after 7-10 days you get an aswer... but it's to slow for professional users.

What do you mean by "I can only confirm that paying customers get good support in Europe." ? Is there a way to pay Blackmagic to have a better service in Europe ? (I'm based in Europe)

Best

Robin
Robin Erard
www.rougegorge-postproduction.ch
http://www.imdb.com/name/nm2831668/
Colorist, director, editor
Nord 13, 2300 La Chaux-de-Fonds
Switzerland
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Ivanturas

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Re: Blackmagic, please take care of your professional users

PostFri Apr 16, 2021 1:07 am

Uli Plank wrote:Did you write to support or only post here? I can only confirm that paying customers get good support in Europe.

Actually, although I'm currenly a Studio user, I had great support when I started w/free.
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Marc Wielage

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Re: Blackmagic, please take care of your professional users

PostTue Apr 20, 2021 4:50 am

Robin Erard wrote:Yes I did write to support. Of course, after 7-10 days you get an aswer... but it's to slow for professional users.

If it's really urgent, you should call the closest office to you and talk to them via voice. They can try to diagnose your situation over the phone and suggest possible solutions.
marc wielage, csi • VP/color & workflow • chroma | hollywood
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QuickSand

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Re: Blackmagic, please take care of your professional users

PostTue Apr 20, 2021 8:06 am

Problem is that phone support can't help you if you uncover bugs and hardware products not working as intended. On a certin DI facility level the phone support doesn't help you at all, so why bother in the first place. Maybe the US support is better, so I can't really say anything about them.
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Marc Wielage

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Re: Blackmagic, please take care of your professional users

PostWed Apr 21, 2021 1:50 am

QuickSand wrote:Problem is that phone support can't help you if you uncover bugs and hardware products not working as intended.

I'd have to know the details. It works for us, and generally the support is very good. One of the purposes of the forum is to get help for specific issues, and at the very least, find a workaround or other method to get the results you're looking for.
marc wielage, csi • VP/color & workflow • chroma | hollywood
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QuickSand

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Re: Blackmagic, please take care of your professional users

PostWed Apr 21, 2021 7:27 am

Go through every thread I opened and look at the non-existent solutions. Support writes back after 6-7 days and the tickets are closed a couple of days later because support can't help me.
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Robin Erard

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Re: Blackmagic, please take care of your professional users

PostWed Apr 21, 2021 7:46 am

Most of the time, for technical issues, engineers are the only one who can help us. But it’s impossible to get an answer from them. Neither by phone nor by forum.

In my opinion, blackmagic should launch a program to help professional users. And I would be agree to pay for that. Even if it’s a “pay per issue”. Because for now they make us believe there is a support but it’s not the case.

Robin
Robin Erard
www.rougegorge-postproduction.ch
http://www.imdb.com/name/nm2831668/
Colorist, director, editor
Nord 13, 2300 La Chaux-de-Fonds
Switzerland
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Ivanturas

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Re: Blackmagic, please take care of your professional users

PostThu Apr 22, 2021 12:54 am

I knew I had this somewhere!
Screenshot 2021-04-21 205129.png
Screenshot 2021-04-21 205129.png (36.02 KiB) Viewed 528 times


This was an inquiry when teaching at the equivalent of community college in my country. They had super low budgets, hence really slow machines, so I started benchmarking & testing them, and also wrote to BMD. Reply took no time.
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QuickSand

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Re: Blackmagic, please take care of your professional users

PostFri Apr 23, 2021 8:50 am

Note the difference here: community college or a DI facility. I think that people who operate at a HighEnd DI level have 120% of the skills required from the very basic stuff support gives via mail. If I would ask what system I needed for Resolve work I would be out of a job.
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beachboybry

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Re: Blackmagic, please take care of your professional users

PostSat Apr 24, 2021 1:50 pm

+1 on the lack of urgency from BM Support. I created a Support Ticket for a Critical Error Rendering over a week ago with still no reply.
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Ivanturas

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Re: Blackmagic, please take care of your professional users

PostSat Apr 24, 2021 4:03 pm

QuickSand wrote:Note the difference here: community college or a DI facility. I think that people who operate at a HighEnd DI level have 120% of the skills required from the very basic stuff support gives via mail. If I would ask what system I needed for Resolve work I would be out of a job.

I was not asking what system I needed. As you may see, it's just a matter of evaluating the scope of what a set of underpowered machines can do.

I'm not saying it's the same as if you wrote a more complex, technical inquiry, but I am stating that, at least some years ago, their responses were quick, even when working with just the free version.
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robertferanec

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Re: Blackmagic, please take care of your professional users

PostMon Apr 26, 2021 11:46 am

I agree. I have the same experience - very frustrating. I have number of their products and I really need to solve a problem ... and after 5 days, still no answer.

So big company should be able to react to a question sent to their support within 24 hours.

PS: I love blackmagic's products.

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