I recently reached out to NeuralDSP for help with an audio problem I’m having involving their plugins. I was very detailed in my outlining of the issue, as well as providing of relevant audio files. The first response from them was very generic, but it did relate to my issue. I continued the conversation, and the second response I received from them ignored everything previous in the convo.
What is your experience, if any, with their customer support? TIA
Sounds like AI customer service
I have heard nothing but praise regarding the support team and their efforts to resolving issues. What audio problem are you having?
my experience (I’ve chatted with them a LOT, for info gathering, not so much problem solving) is they’ve always been very fast to respond. Sometimes I think there may be a communication gap though; I’ll have to re-explain things several times.
Usually they’re going to run you thru a standard script to troubleshoot. If that hits a snag, a response may take longer.
I’d imagine right now they are SWAMPED since we’re only a week out from the biggest update ever. Overall though, I’d say their crew is some of the best in the biz, response-wise (usually)
I’m having muddy resonance/noise that is integrated into any note/chords that I play. It is mostly noticeable by palm muting. Without going into extreme detail of everything I’ve tried, I have tried multiple interfaces, guitars with active/passive pickups, replaced cables, and messed with gains/leveling. I’ve uninstalled/reinstalled DAWs and plugins. I’ve tried a multitude of procedural/physical solutions, such as turning the guitar away from the setup.
Here are links to other people on the forum who have had the same problem:
None of these threads have turned up a solution to this issue.
Best support i ever encountred… they have very high standarts.
They continue to regurgitate the same youtube videos and articles that they already referenced. It doesn’t feel like I’m talking to a human. They will ask me a question, I’ll answer it, and the next message from them completely ignores my response. I am failing to see how this is the best customer service with very high standards.
Any suggestions based on my reply?
All I can suggest is to follow their support process. As a volunteer mod for this forum, I don’t monitor it frequently. All I can do is escalate these threads to support which I have done.
Your clip sounds a lot like what I am hearing.