The story I’m about to tell you is such a great lesson in how NOT to take care of (or manage) your customers, I had to share it with you. Take from this what you will, but there are such obvious lessons here for all of us that it might be as informative for you as this experience has been for me.
Four months ago I wrote a post entitled, “My Digidesign Paper Weight…” ranting about my experience with the MBoxPro2 I purchased to drive a new, more powerful Shure SM7B microphone — and record client interviews, do voiceovers and other work — and at the time (more than two months after Apple had shipped Leopard), Digidesign couldn’t even hint at when they’d support this new operating system.
Since that post, this MBoxPro2 has been worthless to me since it no longer functions with any of my machines and, of course, imagine how agitated I am with a total investment of approximately $1,500 now gathering dust for months and months.
Over the last five months, I’ve been to their site dozens of times to check on the status of a Leopard upgrade. Never obvious and tough to find, I nonetheless did but found nothing. Since so much time had elapsed — and terribly unusual in today’s marketplace — I reached out to Digidesign Customer Support who twice responded to my queries with recommendations:
1) To downgrade to Apple’s old Tiger OS (but you know the cascading effect of upgrading an OS and all your applications which also would need to be ‘downgraded’) and I only have a Tiger upgrade disk in my office closet and Apple no longer sells it…making this ‘fix’ not an option.
2) After pointing this out, a few days later they then recommended I go out and buy a Tiger install disk and install the old OS on a bootable hard drive, reinstall all the relevant applications, Digidesign’s non-Leopard-compatible version of ProTools as well as all the ProTools-compatible plugins I purchased OR go out and buy an old Mac. If both of these options weren’t so ludicrous in putting the burden of additional investment and the time-to-install effort on me, the customer, I’d laugh.
Here’s where the obvious lessons come in from the unbelievably bad customer service job they’ve done — and are doing — and why you should NEVER give Digidesign any of your money…ever:

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