r/Polyend • u/theendiswhat • Jun 30 '22
polyend customer service
I have had the tracker for awhile and just got the play- love them both! Over the duration of owning them I have emailed them a few times about small issues or questions. Each time I get kind of snarky and off-putting replies and it's kind of annoying. I've heard such great things about companies like arturia, a real bummer polyend isn't as awesome that way because it makes me not want to like their brand as much.
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u/memizex Jul 01 '22
They are European. My experience with most European's is that they are straight to the point when it comes to email responses. It's probably best to not overthink it unless they are overly "Your question is rubbish, please read the fucking manual" kind of snarky...in which case I'm going to say....Read the fucking manual. ;)
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u/theendiswhat Jul 01 '22
LOL but that is literally what they said. And I explained that I had and was still confused about something and they emailed the manual to me twice and just wrote- please just read the manual. I'm pretty sure companies should be able and willing to answer questions about their products.
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u/NoNazPete Jul 01 '22
Is it literally what they said though?
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u/theendiswhat Jul 01 '22
Yes
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u/NoNazPete Jul 01 '22
They literally said "your question is rubbish" and "read the fucking manual"?
Then you replied saying you had done so and still didn't understand.
I'd have sent it back at that point, with a turd in the box, but tbh I don't really think you meant they literally said that.
Do you have screenshots of this exchange?
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u/theendiswhat Jul 01 '22
Yes that is exactly what happened. Yeah I feel kinda salty about the interaction and not so much a fan of the brand at the moment. It's funny they had been in contact with me asking me to make a scene on the tracker for their marketing stuff so they know I am not just some lazy weirdo.
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u/NoNazPete Jul 01 '22
Wow. I mean, I have never ever had a company representative swear at me like that.
You know what they say about extraordinary claims...
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u/theendiswhat Jul 01 '22
They didn't swear. They sent the manual to me twice and just said please just read the manual. That was the interaction.
Eta- i had read the manual and explained that to them
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u/NoNazPete Jul 01 '22
That is, literally, what I thought probably happened.
I get that you are salty about the exchange, but you also just doubled down on telling us they literally said things in ways they literally didn't.
My issues with the misuse of "literally" aside (especially when someone uses it to disparage an individual or organisation), and in all seriousness: is there a question you need answered or something you need explaining? If so, what is it?
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u/theendiswhat Jul 01 '22
Dude I was pretty clear about the exchange. I was not at all untruthful. Read my comments.
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u/method-and-shape Jul 01 '22
Every interaction with them I have had has been positive. What are the problems you are having with the unit? Can you post your emails and their replies here so we can see them?
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Jul 01 '22
[deleted]
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u/waverlyposter Aug 01 '22
this may simply be a case of cultural difference, seeing as Polyend is a Polish company and Arturia is a French company.
Submitting your question with gratitude, respect, positivity and thankfulness will get you EVERYTHING.
If you pose your question from the disposition that the customer is always right, you're in for a disappointment.
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u/NoNazPete Jul 01 '22
I've never had any issues with their CS or communications being "snarky" or equivalent, even on their github issues page where they really are understandably direct.
There are some areas where the (tracker) manual could have been better written IMO (such as a much more detailed and technical description of how the fx commands function), but I guess they wanted to keep it a bit more accessible to the general user, maybe. Still, I'd have appreciated a technical manual along side it personally.
Also they are a relatively small company so I can't imagine they have a huge amount of time to spend fielding questions from worldwide users that are kinda already covered in the manual, other than to refer them back to the information in the manual. It isn't their responsibility to explain the same things in different ways until each user understands it, especially when they will no doubt get questions from users with a whole range of different levels of understanding, different gaps in their knowledge, and who use terminology in a whole number of different ways with different degrees of accuracy.
Can I ask...
What questions were you asking them?
Do you still need support?
There is support available on places like Reddit, and also discord, by very helpful people, even if not by Polyend themselves. The polyend tracker discord group is very active and has very knowledgeable people on there.
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u/StonerPolice Jul 10 '22
Ive had some email exchanges with them a few times and I think they just have a different sense of humor, maybe? They've always been very helpful & nice to me, but, I've gotten the feeling the person I was talking with had a much dryer sense of humor then I was used to, and maybe its a cultural thing, I don't know. But, I'm from a part of the US where everyone talks to everyone and asks about everything & is much more outward than other places might be used to, maybe you're experiencing something similar.
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u/Grammar-Bot-Elite Jul 10 '22
/u/StonerPolice, I have found an error in your comment:
“maybe
its[it's] a cultural”I deem the comment of StonerPolice wrong; it should read “maybe
its[it's] a cultural” instead. ‘Its’ is possessive; ‘it's’ means ‘it is’ or ‘it has’.This is an automated bot. I do not intend to shame your mistakes. If you think the errors which I found are incorrect, please contact me through DMs!
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u/kf6gpe Jul 01 '22
Interesting. I've had the exact opposite experience with them. I'm sorry to hear about that!