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Where Is The Official "non-user" Forum?


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#1 gunpointmetal

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Posted 03 March 2014 - 07:12 AM

So, in contact with L6, its apparent that these forums are basically left to the Users to determine and answer almost any and all questions posted, even in regards to technical inquiries like things regarding processing, latency, DSP managment, mixer functions, etc.....

 

so head off the the black hole (IdeaScale) and Vote for It!

 

Technical Questions Forum on IdeaScale.


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#2 silverhead

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Posted 03 March 2014 - 07:16 AM

Would users be expected to participate in this official non-users forum? If so, what's the difference between that and this? If not, who would participate?


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#3 gunpointmetal

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Posted 03 March 2014 - 10:43 AM

Yeah they would, but not by answering questions with "self-acquired" technical data. I would think it work something like these except users could only create a question in an area that only official people could respond to. So it wouldn't be a discussion like here, and I'm sure plenty of topics could be linked back and forth were users interested in discussing a topic or response, but that way the answers aren't mired down by people guessing at values or stating opinions, which they can already do here. 


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#4 toneman2121

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Posted 03 March 2014 - 11:54 AM

does submitting a support ticket not work?


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#5 gunpointmetal

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Posted 03 March 2014 - 01:30 PM

Not reliably, or when you have a question regarding something that isn't a malfunction, like wanting to know how the levels are spread out/panned, what the headroom of the various inputs are, things of that nature. I haven't had too many experience with support tickets, but usually when people need help with guitar gear there isn't time to wait 2-3 business days for an answer, which is usually like calling customer support for your internet... 

 

"Did you cycle the power?"-Yeah, didn't you see where I mentioned that in my support ticket?

 

"Did you do a hard reset?"-Yeah, did you even read past the title of the support ticket?

 

"Did you try recalibrating the expression pedal?"-What? I'm having issues with the effects loop?! WTF does re calibrating the expression pedal have to do with anything?

 

 

Somewhere there is the last guitarist on earth that doesn't go to Google (or your favorite search engine) to look for free answers to possibly expensive questions.


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#6 toneman2121

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Posted 03 March 2014 - 01:32 PM

Not reliably, or when you have a question regarding something that isn't a malfunction, like wanting to know how the levels are spread out/panned, what the headroom of the various inputs are, things of that nature. I haven't had too many experience with support tickets, but usually when people need help with guitar gear there isn't time to wait 2-3 business days for an answer, which is usually like calling customer support for your internet... 

 

"Did you cycle the power?"-Yeah, didn't you see where I mentioned that in my support ticket?

 

"Did you do a hard reset?"-Yeah, did you even read past the title of the support ticket?

 

"Did you try recalibrating the expression pedal?"-What? I'm having issues with the effects loop?! WTF does re calibrating the expression pedal have to do with anything?

 

 

Somewhere there is the last guitarist on earth that doesn't go to Google (or your favorite search engine) to look for free answers to possibly expensive questions.

got it


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#7 radatats

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Posted 03 March 2014 - 02:06 PM

great idea, but sadly, I expect there would be a ton of unanswered questions...  even worse, and we are to blame for this, a million duplicate questions from users too (dumb/lazy/inexperienced/technically challenged) to actually read the manuals or search or read the forums/knowledge base for an answer before vowing never to by another Line 6 product unless someone immediately answers their question...


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#8 gunpointmetal

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Posted 03 March 2014 - 02:29 PM

There's got to be something better than a bunch of basement electricians "testing" and speculating on things.... If you they woult take some initiative and actually show up here and answer questions, then archive that information, that would be that. But, as explained to me by an official Line 6 representative, these forums are for users to assist each other, and thats it.


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#9 radatats

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Posted 03 March 2014 - 02:41 PM

yeah, last week some time I actually got my hopes up when an actual "Product Specialist" started posting and answered a couple of noob questions... however, nothing followed and that seems to have died a quick and silent death...


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#10 smrybacki

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Posted 03 March 2014 - 04:33 PM

That this and so many other similar discussions are so prevalent on these boards is not a good sign, says I.


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#11 radatats

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Posted 03 March 2014 - 05:23 PM

at least we have a strong active community of users willing to contribute and help each other... check out the Digitech, Zoom, Boss forums and be glad you are here...  and don't think their gear doesn't have issues either...


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#12 TheRealZap

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Posted 03 March 2014 - 05:48 PM

Step into my office.

 

:rolleyes:


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#13 chuckewheat

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Posted 03 May 2014 - 01:33 PM

There's got to be something better than a bunch of basement electricians "testing" and speculating on things.... If you they woult take some initiative and actually show up here and answer questions, then archive that information, that would be that. But, as explained to me by an official Line 6 representative, these forums are for users to assist each other, and thats it.

The worst part is, the "experts" are the forum....with no supervision from Line6 so they do and say what they want.

The first thing they need to change in my opinion.

Customer support is POOR at best.

More bad votes for me I'd expect......


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#14 gunpointmetal

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Posted 03 May 2014 - 04:52 PM

So, I log on and see I have a PM in regards to this thread, as well as a quoted post from this thread....... where are they now?

 

I can only assume a moderator is blocking or deleting posts.

 

Not cool.


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#15 TheRealZap

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Posted 03 May 2014 - 05:01 PM

Chuckewheat has been warned previously that posts attacking users of the forum is against the terms of use: http://line6.com/termsofuse.html

 

Reference:

  • You will not post any threatening, harassing, libelous, false, misleading, defamatory, insulting or offensive text, whether directed towards Line 6, Line 6's products, Line 6's employees, or another Website user.

 

His offending posts have been hidden and he will risk his ability to post if he continues to post in this manner.

 

Attacking users, whether they be "experts" line6 official, or any other forum member is "not cool".


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#16 gunpointmetal

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Posted 03 May 2014 - 05:08 PM

So are you a moderator? I was under the impression "experts" aren't running the forums...


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#17 TheRealZap

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Posted 03 May 2014 - 05:11 PM

We aren't running the forum, we simply point out anything we see of concern and it gets reviewed/acted upon.


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#18 gunpointmetal

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Posted 05 May 2014 - 07:01 AM

Well, you're either a liar or the site is run by bots who delete any complained-on post. I really do not believe that a company that can't even get a tech on their support forums to answer questions is gonna review and delete "offending" posts immediately, on a weekend, in the late afternoon.......yeah right... and, if thats a priority- Company's Head is WAAAAAY Up It's Own lollipop.


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#19 Line6Tony

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Posted 05 May 2014 - 08:30 AM

great idea, but sadly, I expect there would be a ton of unanswered questions...  even worse, and we are to blame for this, a million duplicate questions from users too (dumb/lazy/inexperienced/technically challenged) to actually read the manuals or search or read the forums/knowledge base for an answer before vowing never to by another Line 6 product unless someone immediately answers their question...

Direct support in the forums proved not to work for us for the reasons above among other things.

 

The forums exists for users to talk to each other. The "Welcome to the Forums" announcement reflects Line 6 staff's and the Expert's roles in our forums. Direct support is provided by phone or by ticket. If you've had a negative experience with either the Experts or my support team, I encourage you to PM me to discuss. 


Tony Reese
Line 6 Customer Support Manager


#20 radatats

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Posted 05 May 2014 - 08:42 AM

I've never had a bad experience.  All the Experts are knowledgeable, helpful and have far more patience than I do! 

 

I really do wish though that on occasion where there are serious technical questions being discussed and the answer is not available in the manuals or any other text that a Product Specialist could be brought in to provide the correct answer.  It would seriously enhance product loyalty...


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#21 gunpointmetal

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Posted 05 May 2014 - 09:14 AM

I can't say too many of the experts have been really "negative", but certainly condescending at times and full of automatic responses in threads where they are basically providing an opinion, which is usually along the lines of "If it wasn't like that when you bought it, why should it be now?" or just straight up fanboyism (not all experts! don't get your panties in a bunch) where anyone who thinks anything bad about the product must not be able to use it, or doesn't understand some part of the technology. Which sometimes is the case, no lie, but a lot of times it comes off as more of a "Chill out, don't worry about it, keep your voice down and don't attract any attention. You're just kinda slow with the technology, but don't make it anyone else's problem, and certainly don't look to the hardware for issues."

 

 

 

 

go vote, as if it matters http://line6.ideasca...508?submitted=1


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#22 chuckewheat

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Posted 05 May 2014 - 11:08 AM

Direct support in the forums proved not to work for us for the reasons above among other things.

 

The forums exists for users to talk to each other. The "Welcome to the Forums" announcement reflects Line 6 staff's and the Expert's roles in our forums. Direct support is provided by phone or by ticket. If you've had a negative experience with either the Experts or my support team, I encourage you to PM me to discuss. 

We aren't being allowed to talk to each other. That's the issue here. We are monitored and censored so that anything that isn't a glowing review

is being deleted and or removed. We don't need or want a response from an "Expert" every time. Sometimes we want to talk as users or fellow musicans or maybe just to blow off a little frustration. Nope, Mom shows up and sends us all to our rooms or spanks us in public.

Maybe you should include some training in with the requirement to become an "Expert"? Like customer relations? Respect for your customers? A civil tone would go a long way....so would some free space to use the forum as intended.

 

Chuckewheat


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#23 gunpointmetal

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Posted 05 May 2014 - 02:19 PM

So, officially, Experts are the forum moderators, and that comes from Line 6. So, previously when asked about it, they've been dishonest. I seem to remember another thread where an expert flat-out said they have nothing to do with forum moderation.

 

From now on if we have questions about technical data, don't even bother here. Make a support ticket and post the results.


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#24 TheRealZap

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Posted 05 May 2014 - 02:31 PM

actually, i only said that we weren't running the forums... and whatever moderation we do is reviewed.

I can't speak precisely about the other instance, but we didn't always have moderation capabilities.

 

 

So, officially, Experts are the forum moderators, and that comes from Line 6. So, previously when asked about it, they've been dishonest. I seem to remember another thread where an expert flat-out said they have nothing to do with forum moderation.

 

From now on if we have questions about technical data, don't even bother here. Make a support ticket and post the results.


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#25 phil_m

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Posted 05 May 2014 - 02:32 PM

So, officially, Experts are the forum moderators, and that comes from Line 6. So, previously when asked about it, they've been dishonest. I seem to remember another thread where an expert flat-out said they have nothing to do with forum moderation.

 

From now on if we have questions about technical data, don't even bother here. Make a support ticket and post the results.

 

What Zap said was that "we don't run the forums", so really he didn't answer your question. We do have access to some moderation tools, but we typically don't do a lot of actual moderation. Ideally, things don't need moderated that much.

 

Prior to the new software rollout six months or so ago, there were no other moderators besides the relative handful of Line 6 staff. If you remember correctly, the old forums were overrun with spambots, and by the time an actually employee could get to them, there were so many spam posts, the forums were saturated. I think Line 6 wanted to mainly make it so there was at least more eyes on the forums that could do something. And, really, that's the bulk of the moderation duties I've ever done - delete spam postings and approve new memberships to make sure it's a real person. I'm not interested in censoring anyone, but there are some posts that clearly go over the line sometimes.


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#26 toneman2121

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Posted 06 May 2014 - 02:54 PM

some people's children


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#27 chuckewheat

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Posted 07 May 2014 - 09:38 AM

TheRealZap, on 03 May 2014 - 6:01 PM, said:

Chuckewheat has been warned previously that posts attacking users of the forum is against the terms of use: http://line6.com/termsofuse.html

 

Reference:

  • You will not post any threatening, harassing, libelous, false, misleading, defamatory, insulting or offensive text, whether directed towards Line 6, Line 6's products, Line 6's employees, or another Website user.

 

His offending posts have been hidden and he will risk his ability to post if he continues to post in this manner.

 

Attacking users, whether they be "experts" line6 official, or any other forum member is "not cool".

 

This reply is for Tony Reese,Line6 Customer Service Manager :

 

 

 This is the post that attempts to hummiliate one of your customers on-line.  I find this type of behaviour totaly unacceptable and a misuse

of ones privledge to be an "Expert" on this site. If, and I repeat IF, it was warranted all all, it should have been approched by Personal Message or private E-Mail and attended to by yourself personally. I am offended by this seemingly public flailing by one of your Company Representitives.

 

                                                                    Chuckewheat


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#28 TheRealZap

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Posted 07 May 2014 - 09:43 AM

there is no humiliation there. It was simply a reminder of the rules that apply to all users.

You've asked me via PM, to not PM you anymore, which i can produce if Tony would care to see.

 

This reply is for Tony Reese,Line6 Customer Service Manager :

 

 

 This is the post that attempts to hummiliate one of your customers on-line.  I find this type of behaviour totaly unacceptable and a misuse

of ones privledge to be an "Expert" on this site. If, and I repeat IF, it was warranted all all, it should have been approched by Personal Message or private E-Mail and attended to by yourself personally. I am offended by this seemingly public flailing by one of your Company Representitives.

 

                                                                    Chuckewheat


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#29 Line6Tony

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Posted 07 May 2014 - 01:35 PM

Discussion started going off-topic. The post includes a link to vote on this in IdeaScale.


Tony Reese
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