sharke
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Well, the Groove3 customer service seems to be non existent [RESOLVED]
Figured I'd post it here because it was due to the Cakewalk Groove3 promotion announced on this forum that I ended up buying a year's all-access pass. All of a sudden I'm having a lot of their videos refuse to play. I just get a blank screen. Meanwhile, others in the same course work fine. I've tried 4 different browsers and the same result every time. Fine, I thought, I'll email customer service. That was almost a week ago, no reply. No "sorry to hear you are having difficulties," nothing. So then I called their helpline. No answer, so I left a voicemail asking them to call me back (like the message said they would). Again, that was a week ago and I've had no call so far. So just in case you were thinking of buying a subscription, be aware that they have the worst customer service and if you're not getting what you paid for, they'll just ignore you.
post edited by sharke - 2013/07/24 19:39:47
JamesWindows 10, Sonar SPlat (64-bit), Intel i7-4930K, 32GB RAM, RME Babyface, AKAI MPK Mini, Roland A-800 Pro, Focusrite VRM Box, Komplete 10 Ultimate, 2012 American Telecaster!
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ston
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Re: Well, the Groove3 customer service seems to be non existent.
2013/07/20 04:37:33
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That's a pity; I was considering buying a month's subscription from them after buying the X1 Mixing Groove 3 video from the Cakewalk store and they got back to me really quickly in response to an email I sent them, with lots of information. I asked them whether they kept any financial information on their servers (as their monthly subscriptions are auto-repeating). They actually use a 3rd party for that, but I'm so circumspect about have any financial details held on servers these days that I decided not to go for it.
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mmorgan
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Re: Well, the Groove3 customer service seems to be non existent.
2013/07/20 07:58:11
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FWIW: I had excellent response from G3 support (Asa). I would try resubmitting the trouble ticket, sometimes things do get lost in the cracks.
Regards,
Mike Win8(64), Sonar X3e(64) w/ RME Fireface UFX.
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chuckebaby
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Re: Well, the Groove3 customer service seems to be non existent.
2013/07/20 09:20:04
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I had some issues with the 30 day pass cake gave us a while back, asa was very quick to reply and she's also very nice.
they will make sure you get your year, so need to worry about losing time.
try firefox?
though it sounds like you've already tried 4 different ones, possible a flash update?
with me it was using ie 10.
good luck, I hope it all gets worked out for you.
Windows 8.1 X64 Sonar Platinum x64 Custom built: Asrock z97 1150 - Intel I7 4790k - 16GB corsair DDR3 1600 - PNY SSD 220GBFocusrite Saffire 18I8 - Mackie Control
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sharke
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Re: Well, the Groove3 customer service seems to be non existent.
2013/07/20 13:00:55
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chuckebaby
I had some issues with the 30 day pass cake gave us a while back, asa was very quick to reply and she's also very nice.
they will make sure you get your year, so need to worry about losing time.
try firefox?
though it sounds like you've already tried 4 different ones, possible a flash update?
with me it was using ie 10.
good luck, I hope it all gets worked out for you.
Yep tried all that, tried Firefox, Chrome, IE and Opera, the same thing. Also deleted all cookies and temporary files etc. No joy. I always update Flash when Adobe prompts me to so I don't think it's that either. I figure it can't be the video player because most of their videos work. It's just select ones that don't. For instance I got halfway through Eli Krantzberg's course on reverb and then they just stopped playing. Trying a few at random from the mixing category I found that in a lot of the courses there would be one or two that didn't work. It's really baffling. Anyway I'll resubmit the inquiry as suggested above. I do find it strange that I didn't get a reply from either the email (sent via their website's support form) or the phone call.
JamesWindows 10, Sonar SPlat (64-bit), Intel i7-4930K, 32GB RAM, RME Babyface, AKAI MPK Mini, Roland A-800 Pro, Focusrite VRM Box, Komplete 10 Ultimate, 2012 American Telecaster!
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robbyk
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Re: Well, the Groove3 customer service seems to be non existent.
2013/07/20 13:11:07
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sharke
So just in case you were thinking of buying a subscription, be aware that they have the worst customer service and if you're not getting what you paid for, they'll just ignore you.
I had the unfortunate experience of becoming extremely ill (terminal salivary cancer) in January and, due to dealing with the illness and radiation, missed out on the month free Cakewalk promotion that followed. I was hoping to watch videos on recording after Easter in part to ease my rehabilitation and strengthening time. I contacted customer support to see if I could apply my "pass" after the fact since I had been unable to view a pc (virtually blind) during that promotional period. Tony Laughlin got right back to me and said he saw I was in a difficult way and verified I had not logged into my account. Rather than re-apply the month promo, he SERIOUSLY extended the promo for me. Unbelievable!!! I wasn't able view a pc monitor until June, but I began watching videos and am now back to recording for what time I have left. But I am exceedingly grateful to Tony Laughlin for his extreme generosity and kindness. I will be renewing my subscription over and over should the Good Lord give me the time to do so.
"I'm just workin' on a good life, the way it is." Best, Robby K PC Specs: Dell XPS Tower, Intel Core i5 7400 CPU 3 GHz @, 8 GB RAMHardware: Focusrite Scarlett 2i4, Line 6 TonePort UX1, ART Tube MP, JBL LSR2325P 5" Bi-Amped MonitorsSoftware: Windows 10 Home, Sonar 8.5.3 Producer, Sonar Producer X1, Sonar Producer X2 expanded, Sonar Producer X3, Ableton Live 8.3.4, Ozone, Alloy, Toontrack, Podfarm, IK Multimedia, Garritan, Melodyne, Antares, Bias, Rob Papen, OhmForce, Don't Crack... Music Studio
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sharke
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Re: Well, the Groove3 customer service seems to be non existent.
2013/07/20 15:19:44
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robbyk
sharke
So just in case you were thinking of buying a subscription, be aware that they have the worst customer service and if you're not getting what you paid for, they'll just ignore you.
I had the unfortunate experience of becoming extremely ill (terminal salivary cancer) in January and, due to dealing with the illness and radiation, missed out on the month free Cakewalk promotion that followed. I was hoping to watch videos on recording after Easter in part to ease my rehabilitation and strengthening time. I contacted customer support to see if I could apply my "pass" after the fact since I had been unable to view a pc (virtually blind) during that promotional period.
Tony Laughlin got right back to me and said he saw I was in a difficult way and verified I had not logged into my account. Rather than re-apply the month promo, he SERIOUSLY extended the promo for me. Unbelievable!!!
I wasn't able view a pc monitor until June, but I began watching videos and am now back to recording for what time I have left. But I am exceedingly grateful to Tony Laughlin for his extreme generosity and kindness. I will be renewing my subscription over and over should the Good Lord give me the time to do so.
Sorry to hear about your troubles, I wish you all the best! I hope you can focus on the many, many people who have defied the odds (and the predictions of doctors) throughout history. Sounds like Mr. Laughlin is indeed a very kind and generous man, and I hope my experience was an anomaly.
JamesWindows 10, Sonar SPlat (64-bit), Intel i7-4930K, 32GB RAM, RME Babyface, AKAI MPK Mini, Roland A-800 Pro, Focusrite VRM Box, Komplete 10 Ultimate, 2012 American Telecaster!
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dmbaer
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Re: Well, the Groove3 customer service seems to be non existent.
2013/07/20 18:03:44
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I could be wrong, but I suspect groove3 customer support is a guy and his dog. If he's on vacation or under the weather, there may not be a lot of support forthcoming. I've had two issues which required my contacting them. The first of these was dealt with nicely. As to the second, I emailed them about a problem with their new iPad viewer app and heard zip back.
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musec03
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Re: Well, the Groove3 customer service seems to be non existent.
2013/07/20 18:52:47
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I"ll give Groove 3 a good nod also... there's no accounting for the situations individuals encounter...
SO...my words aren't to debate the OP ...mere;y to lend whatever energy I can to help get you a response...
robbyk ... here's a toast to your intrepid forward, positive thinking ...I'm sure all who read your post will wish you well
ASUS G10AJ, WIN 8.1 Home Premium 64 bit, Intel Core i73610QM, 32gb RAM, NVIDIA GeForce GTX 660M, Presonus Studio 192
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robbyk
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Re: Well, the Groove3 customer service seems to be non existent.
2013/07/20 22:55:05
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musec03
All the best back at you and thanks :)
This life of recording and music we live is a good life. I'm going out in a good way with it, thanks be to God!
And thanks to Sonar and these forums and all these posters like yourself who are helping make the ride a pleasant journey, indeed, everyday.
"I'm just workin' on a good life, the way it is." Best, Robby K PC Specs: Dell XPS Tower, Intel Core i5 7400 CPU 3 GHz @, 8 GB RAMHardware: Focusrite Scarlett 2i4, Line 6 TonePort UX1, ART Tube MP, JBL LSR2325P 5" Bi-Amped MonitorsSoftware: Windows 10 Home, Sonar 8.5.3 Producer, Sonar Producer X1, Sonar Producer X2 expanded, Sonar Producer X3, Ableton Live 8.3.4, Ozone, Alloy, Toontrack, Podfarm, IK Multimedia, Garritan, Melodyne, Antares, Bias, Rob Papen, OhmForce, Don't Crack... Music Studio
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chuckebaby
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Re: Well, the Groove3 customer service seems to be non existent.
2013/07/20 23:53:13
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robbyk
musec03
All the best back at you and thanks :)
This life of recording and music we live is a good life. I'm going out in a good way with it, thanks be to God!
And thanks to Sonar and these forums and all these posters like yourself who are helping make the ride a pleasant journey, indeed, everyday.
those are words of wisdom. my best to you as well / G,bless.
Windows 8.1 X64 Sonar Platinum x64 Custom built: Asrock z97 1150 - Intel I7 4790k - 16GB corsair DDR3 1600 - PNY SSD 220GBFocusrite Saffire 18I8 - Mackie Control
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The Maillard Reaction
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Re: Well, the Groove3 customer service seems to be non existent.
2013/07/21 08:57:34
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Hi Robby, I want to offer my best wishes. mike. robbyk
This life of recording and music we live is a good life. I'm going out in a good way with it, thanks be to God!
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musicroom
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Re: Well, the Groove3 customer service seems to be non existent.
2013/07/21 09:28:46
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robbyk
musec03 All the best back at you and thanks :) This life of recording and music we live is a good life. I'm going out in a good way with it, thanks be to God! And thanks to Sonar and these forums and all these posters like yourself who are helping make the ride a pleasant journey, indeed, everyday.
All the best to you! Your story touched my heart this morning. It puts things into perspective. To the OP, Groove3 has called me, emailed me and in general been great. I do think it's a under 10 person business. Who knows, could be on vacation. They are great to work with though. Don't give up or bash them yet.
post edited by musicroom - 2013/07/21 10:24:21
Dave Songs___________________________________ Desktop: Platinum / RME Multiface II / Purrfect Audio DAW I7-3770 / 16 GB RAM / Win 10 Pro / Remote Laptop i7 6500U / 12GB RAM / RME Babyface
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asadoyle
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Re: Well, the Groove3 customer service seems to be non existent.
2013/07/24 10:58:44
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Hello All,
Asa Doyle here from Groove3... to the OP, I sincerely apologize for any oversight or inconvenience on our part... Customer service is something we truly pride ourselves on and something we try to deliver on to a high standard. I am sorry that this has not been your experience. Though I am not sure where in the process the problem occurred, it is on us to ensure a great experience, so I am sorry that is not what you have gotten.
Please feel free to email me directly should you have any problems with communication in the future are the best avenues for quick assistance generally and we always aim to respond in a timely manner.
With respect to the problems you are having... my guess is that it is related to the videos being cached to the nearest CDN node to your geographic location, as we are not having system wide reports of this problem. The way the system works is that videos are cached from our media server, to a CDN node located nearest to you, so they are delivered as quickly as possible. It sounds like there was an issue in that process and that is why certain videos are not working. Can you perhaps try switching to the HTML5 player or if you were already using that, switch to the Flash Player and try to load the same videos. This should force a resend of the suspected videos in question.
You can select the different players by logging in, then clicking the "Play" triangle icon located at the top of the site.
To everyone else who has posted support or kind words about Groove3 on this thread, thank you very much for the support and recommendations, it really means a lot to us.
Kind regards,
Asa Doyle
CEO
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sharke
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Re: Well, the Groove3 customer service seems to be non existent.
2013/07/24 11:47:15
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asadoyle
Hello All,
Asa Doyle here from Groove3... to the OP, I sincerely apologize for any oversight or inconvenience on our part... Customer service is something we truly pride ourselves on and something we try to deliver on to a high standard. I am sorry that this has not been your experience. Though I am not sure where in the process the problem occurred, it is on us to ensure a great experience, so I am sorry that is not what you have gotten.
Please feel free to email me directly should you have any problems with communication in the future are the best avenues for quick assistance generally and we always aim to respond in a timely manner.
With respect to the problems you are having... my guess is that it is related to the videos being cached to the nearest CDN node to your geographic location, as we are not having system wide reports of this problem. The way the system works is that videos are cached from our media server, to a CDN node located nearest to you, so they are delivered as quickly as possible. It sounds like there was an issue in that process and that is why certain videos are not working. Can you perhaps try switching to the HTML5 player or if you were already using that, switch to the Flash Player and try to load the same videos. This should force a resend of the suspected videos in question.
You can select the different players by logging in, then clicking the "Play" triangle icon located at the top of the site.
To everyone else who has posted support or kind words about Groove3 on this thread, thank you very much for the support and recommendations, it really means a lot to us.
Kind regards,
Asa Doyle
CEO
Hi Asa, Thanks for the reply. Yeah I'll admit I was a bit miffed not to get a reply from either of two support requests that I made, but hey these things happen. Can't say I haven't made mistakes in my own business before (heck I make them on a daily basis  ). Should have updated this thread a couple of days ago really, because I did find the solution. It was to play them in the HTML 5 player like you said. Previously I had been clicking through to the videos directly via the "Training Videos" link, which I presume was loading them in the Flash player by default. When I selected the HTML 5 player through the Play icon, the videos in question loaded fine. Thanks!
JamesWindows 10, Sonar SPlat (64-bit), Intel i7-4930K, 32GB RAM, RME Babyface, AKAI MPK Mini, Roland A-800 Pro, Focusrite VRM Box, Komplete 10 Ultimate, 2012 American Telecaster!
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asadoyle
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Re: Well, the Groove3 customer service seems to be non existent.
2013/07/24 12:11:01
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I can understand that was frustrating, but for what it's worth, it's not how we choose to run our business and certainly wasn't intended or from us lacking a desire to have great service. If you wouldnt mind emailing me with the email address you used to submit the request, that would be great, I would like to see where the ball fell through the cracks so we can address the issue. With that said and in large part due to this thread, we have decided to start implementing a ticketing system for support requests so it is easier for customers to know exactly when a ticket was submitted to us and for us to have a better log of when a customer was (or was not) correctly responded to. This has not been an issue for us, but we want to do everything we can to ensure great service going forward.
Im glad that the problem was resolved for you by switching players. We are actively working on what we can do to minimize this CDN issue from happening in the future, in either player. Please let us know if you have any further problems and thanks for your business.
All the best,
Asa
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dmbaer
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Re: Well, the Groove3 customer service seems to be non existent.
2013/07/24 12:43:02
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asadoyle
Hello All,
Asa Doyle here from Groove3... Hi Asa. Thanks for checking in. While you're here, allow me to go a little OT. I reported a problem with your (fairly) new iPad app. Videos up to about eight minutes play fine. Longer ones freeze at eight or nine minutes in. Is this something you're aware of and working on? I love the app, by the way. Totally convenient to view the videos away from my computer.
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asadoyle
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Re: Well, the Groove3 customer service seems to be non existent.
2013/07/24 13:14:33
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Hi Dmbaer,
Can you please try updating to the latest version of the app and see if the problem persists. We did address this with an update and it should be resolved, but let me know if you continue to have any issues. We are currently in process of updating for improved AppleTV support and external AV connecter through the data port, along with some other minor tweaks, so if you are experiencing issue with longer play videos still, I would like to address that as well before we submit.
sharke, I got your PM, but I am unable to respond via PM until my account has been open on the forums for 3 days... We are looking into this right now and will respond via email to you.
All the best,
Asa
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dmbaer
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Re: Well, the Groove3 customer service seems to be non existent.
2013/07/24 19:35:44
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asadoyle
Can you please try updating to the latest version of the app and see if the problem persists. We did address this with an update and it should be resolved, but let me know if you continue to have any issues.
Last weekend I ran the app store to see if there was an update and none was indicated, implying I had the latest version installed. However, I'll try again this weekend and report back via your normal customer support channel. Thanks for the reply.
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2:43AM
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Re: Well, the Groove3 customer service seems to be non existent.
2013/07/24 20:19:49
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asadoyle
Hello All,
Asa Doyle here from Groove3...
Kind regards,
Asa Doyle
CEO
Now how's THAT for good customer service?!? She signs up on Cakewalk forums just to remedy your situation!!! So Groove3 looks like a gal and her dog...haha! 
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chuckebaby
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Re: Well, the Groove3 customer service seems to be non existent.
2013/07/25 00:12:32
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2:43AM
asadoyle
Hello All,
Asa Doyle here from Groove3...
Kind regards,
Asa Doyle
CEO
Now how's THAT for good customer service?!? She signs up on Cakewalk forums just to remedy your situation!!! So Groove3 looks like a gal and her dog...haha!
I agree, she has helped me out before in the past. good support like this goes a long way with folks. and a lot of they're prices are very fair.
Windows 8.1 X64 Sonar Platinum x64 Custom built: Asrock z97 1150 - Intel I7 4790k - 16GB corsair DDR3 1600 - PNY SSD 220GBFocusrite Saffire 18I8 - Mackie Control
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asadoyle
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Re: Well, the Groove3 customer service seems to be non existent.
2013/07/25 09:45:22
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dmbaer
Last weekend I ran the app store to see if there was an update and none was indicated, implying I had the latest version installed. However, I'll try again this weekend and report back via your normal customer support channel.
Thanks for the reply.
Thanks for the update, please keep us posted on the results. Thanks for the kind words everyone else as well :) Also, just for clarity sake... I am male... I know the name can be a bit confusing... but I would hate to demean the female gender with my very unfemale physique haha. We are a small team of less than 10 full timers, but we still try to handle everything with a lot of accessibility and efficiency, so try to avoid using that as an excuse, especially when it comes to taken care of our customers who support us so generously with their business. Thanks again for the kind words and support. All the best, Asa
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2:43AM
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Re: Well, the Groove3 customer service seems to be non existent.
2013/07/25 09:53:43
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 Oops! Sorry, Mr. Doyle!
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The Maillard Reaction
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Groove3 customer service seems personalized and sincere.
2013/07/25 09:56:25
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I'm looking forward to the Musicians Friend Groove 3 trial period that has been advertised this month.
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asadoyle
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Re: Groove3 customer service seems personalized and sincere.
2013/07/25 09:57:28
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2:43AM
Oops! Sorry, Mr. Doyle!
hahaha, no worries at all! :) mike_mccue
I'm looking forward to the Musicians Friend Groove 3 trial period that has been advertised this month.
We're excited about this too... if anyone else hasn't entered... go check it out on their site
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sharke
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Re: Groove3 customer service seems personalized and sincere.
2013/07/25 11:04:19
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Got your email Asa, thanks for looking into it. No worries, these things happen! Anyway my videos are all up and running again so I'm a happy camper.
JamesWindows 10, Sonar SPlat (64-bit), Intel i7-4930K, 32GB RAM, RME Babyface, AKAI MPK Mini, Roland A-800 Pro, Focusrite VRM Box, Komplete 10 Ultimate, 2012 American Telecaster!
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