Akai Customer Support

I was just attempting to request support on a bug I've been having. I realized that Akai is not only asking for the serial number of your device but they REQUIRE an attached file with your PROOF OF PURCHASE. Who the **** has their proof of purchase stored as a file on their computer?! Not only is this a required field before you can submit your request, but I tried to attach two file types. One was .txt and another was a .jpg of the screen shot from the order history on the website I purchased it. NEITHER FILE TYPES WERE ALLOWED. What in the actual **** is this shit? They are intentionally making it near impossible to submit a support request. What a piece of shit company dude, So here I sit, can't even get a support request from these ****. I blame InMusic for bringing Akai to this level of shit.

Don’t worry. They wouldn’t have responded anyways.

Proof of purchase l am so glad l got rid of my MPC Live....
But everything l have bought l keep the receipts in my fire proof file cabinet. Back in the early 2000s l had a lot of equipment and l had protection insurance on it. Fire, flood and theft with Allstate. Just in case something happened l can show how much everything cost without speculation in case Allstate paid out to me.

It's a good practice to keep your receipts though.

That is ridiculous! Akai shouldn't ask you that. They are the ones that has the bugs. That is full of crap with Akai. This the type of crap l was telling peeps. I don't like the road Akai is going. I would sell that ish once you get it right.

Eightysix69 wrote:I was just attempting to request support on a bug I've been having. I realized that Akai is not only asking for the serial number of your device but they REQUIRE an attached file with your PROOF OF PURCHASE. Who the **** has their proof of purchase stored as a file on their computer?! Not only is this a required field before you can submit your request, but I tried to attach two file types. One was .txt and another was a .jpg of the screen shot from the order history on the website I purchased it. NEITHER FILE TYPES WERE ALLOWED. What in the actual **** is this ****? They are intentionally making it near impossible to submit a support request. What a piece of **** company dude, So here I sit, can't even get a support request from these ****. I blame InMusic for bringing Akai to this level of ****.

To be fair, most manufacturers ask for proof of purchase before providing support, this way they can ensure they are providing support within the warranty period (plus avoid supporting second hand purchasers etc).

Typically though, this is something you would configure in your customer account when registering the product on their site, that way you don't have to find it each time you need help.

Actually Its Good Business Practice. The Unit may be under Manufacturers Warranty.

I wrote Akai some presales messages but they never answered , thats decrease my motivation to buy a MPC

AnSolas wrote:I wrote Akai some presales messages but they never answered , thats decrease my motivation to buy a MPC

What is a 'presales message' ?

Tabletop wrote:What is a 'presales message' ?

Questions about a product you are thinking of buying. Normally most companies are falling over themselves to answer pre-sales questions as quickly as possible so they can catch you while you are still in the 'buying mood'.

i thought that's why we have guys like cuckoo and looppop on youtube...

MPC-Tutor wrote:Questions about a product you are thinking of buying. Normally most companies are falling over themselves to answer pre-sales questions as quickly as possible so they can catch you while you are still in the 'buying mood'.

Yeah, they also answer them as optimistic & vaguely as legally allowed!

Danoc wrote:Proof of purchase l am so glad l got rid of my MPC Live....
But everything l have bought l keep the receipts in my fire proof file cabinet. Back in the early 2000s l had a lot of equipment and l had protection insurance on it. Fire, flood and theft with Allstate. Just in case something happened l can show how much everything cost without speculation in case Allstate paid out to me.

It's a good practice to keep your receipts though.

That is ridiculous! Akai shouldn't ask you that. They are the ones that has the bugs. That is full of **** with Akai. This the type of **** l was telling peeps. I don't like the road Akai is going. I would sell that ish once you get it right.

Eightysix69 wrote:I was just attempting to request support on a bug I've been having. I realized that Akai is not only asking for the serial number of your device but they REQUIRE an attached file with your PROOF OF PURCHASE. Who the **** has their proof of purchase stored as a file on their computer?! Not only is this a required field before you can submit your request, but I tried to attach two file types. One was .txt and another was a .jpg of the screen shot from the order history on the website I purchased it. NEITHER FILE TYPES WERE ALLOWED. What in the actual **** is this ****? They are intentionally making it near impossible to submit a support request. What a piece of **** company dude, So here I sit, can't even get a support request from these ****. I blame InMusic for bringing Akai to this level of ****.

I keep all my receipts as well, especially for expensive music equipment, but that's not the point. The point is who the f**k has their receipts uploaded on their computer into some mystery file format that only Akai knows and will accept? I tried to send them a photo of the order receipt from a website. Their site wouldn't accept it.

MPC-Tutor wrote:To be fair, most manufacturers ask for proof of purchase before providing support, this way they can ensure they are providing support within the warranty period (plus avoid supporting second hand purchasers etc).

Typically though, this is something you would configure in your customer account when registering the product on their site, that way you don't have to find it each time you need help.

I don't recall ever providing a proof of purchase in a file format while registering on a manufacturer website. I gave the serial number as they requested when I registered the Live, also probably answered a question about where I bought it. They never ask for proof of purchase. Even with the fact that they are asking for it now, I can provide, but they. did. not. accept. the. file..........

bees80 wrote:i thought that's why we have guys like cuckoo and looppop on youtube...

Great, but they don't get paid to give customers support on Akai products, nor do they have the technical point of view that Akai reps do.

Eightysix69 wrote:I was just attempting to request support on a bug I've been having. I realized that Akai is not only asking for the serial number of your device but they REQUIRE an attached file with your PROOF OF PURCHASE.

This is pretty common for technical support/warranty claims. Some companies even require you to create a user account as well.

Who the **** has their proof of purchase stored as a file on their computer?!

If you ordered a product online from a retailer, such as Guitar Center or Amazon, you'd have an email with a receipt.

For brick and mortar locations, that annoying step "paper copy or email copy" actually ends up being relevant.

If you have a paper receipt, you can take a picture of your physical copy.

I tried to attach two file types. One was .txt and another was a .jpg of the screen shot from the order history on the website I purchased it. NEITHER FILE TYPES WERE ALLOWED.

Try .png. Also make sure that the file doesn't exceed the size limit.

What in the actual **** is this ****? They are intentionally making it near impossible to submit a support request. What a piece of **** company dude, So here I sit, can't even get a support request from these ****. I blame InMusic for bringing Akai to this level of ****.

Providing a serial number fast tracks a response from a company. The website uses a generic form for a plethora of communication, much of which isn't a high priority for them. But when you give them a serial number, you show that your communication is of high priority.

I filed a warranty claim for a pair of Sennheiser headphones that I purchased from a Best Buy location and went through the same process. I took a picture of the paper receipt I had and attached it to an online form. The next day they sent me a shipping label.

MPC-Tutor wrote:Typically though, this is something you would configure in your customer account when registering the product on their site, that way you don't have to find it each time you need help.

I agree about the registering part but l can count on one hand how many companies ask for proof of purchases even in that. Especially dealing with ilok item purchases.

Only time l got that was upgrading a product to a newer version, never for support. Support would ask for the serial number.
Peace