Cavadge

Having had to deal with Presonus CS a couple of times, I have mixed feelings. The first time was when I got my first Firepod about three years ago. Couldn't get it to sync. Called them, waited on hold about 10 minutes, spoke with a tech who was patient and walked through a bunch of stuff with me. It turned out the problem was with the Firewire chipset on the motherboard. Scored an Adaptec external card and was in business. The tech I spoke with left me his name and direct number. Cool. Was impressed and pleased. Fast forward to earlier this year. Added a 3rd Firepod, and the 2nd died. Wouldn't sync anymore. (It had been getting flaky for awhile.) Getting this resolved required shipping it back to them. To make a long story short, six phone calls and three sent emails happened. The emails were never answered. As to the phone calls, the shortest wait time was 50 minutes. The longest was just over two hours, at which point I was cut off. There are no words to describe the rage I felt that moment. The unit was fixed, though, within the two weeks they said. So - yeah, you have to call them. And be prepared to wait a LONG time on hold, listening to that one muzak song over and over and over and over... until you're ready to scream and leap off of a tall building. My conclusions based on what I experienced, and what was said over the phone, was that their CS is understaffed and overworked. They also seem to have people screaming at them all day. Gee - you think that it might be because people are having problems with their gear, and don't get responses to their emails, and have to wait on the phone for an hour or longer? They could do a hell of a lot better. Do like the product, though. Steve