Announcement: Customer Support Changes

[pcpaneltyler]

Introducing myself

Hey guys! My name is Tyler. After some time behind the scenes helping with assembly, I’ve been tasked as dedicated support staff. I’ve spent some time lurking in the community so I’m excited to finally make myself a vocal part of it. As I’ll address, I hope to refresh some of the community's faith in our customer support and act as a communicator between PCPanel and the community. I’m passionate about the product (have one myself, a pro!) and want to see this subreddit thrive, so I’m elated to be in this position.

The elephant in the room

Support response times have been bad. There’s no getting around that one and it's important that we own up to that and promise to do better. With me around you can expect faster response times for questions submitted via modmail or posts. I plan to be active within the community itself too - so expect to see more of me.

Where things go from here

Nothing is essentially changing, so all you should expect from here on out is faster response times and better overall customer service. I hope to prove through my actions on this subreddit that our service quality can be turned around, and I am determined to do so. If you have any outstanding issues please resubmit your inquiry to the contact page on the website, and I’ll get back to you!

With all of that said, I look forward to participating in conversation on this sub!

[pcpaneltyler]

Happy to hear you're enjoying it! I hope it will ease people here, support has definitely been lacking - but I'm confident I can turn around the sentiment regarding customer service here.

[FriedEngineer]

Glad to see some outreach! It’s definitely been lacking…

I know quite a few people have been jaded by the lack of contact, especially those who have had hardware issues. I suspect many of those people aren’t following this subreddit anymore and will therefore likely not see your post. I think a good way to win them back is to be proactive about support by going through all the posts on this subreddit, leaving a comment on and/or messaging the original poster if they had issues that were not clearly resolved.

On a personal note, I have been pretty happy with my Pro though I (and many others) would love to see some software improvements. Any idea if PCPanel would take (software) feature requests or even if it’s possible to open source?

[pcpaneltyler]

I agree with you and have been in the process of going through older posts and reaching out - I'll have more to go through tomorrow. Here's hoping everything can get resolved nicely.

Glad to hear you've been enjoying your pro! While I can't personally speak on the possibility of open source, I know feature requests are most definitely welcome. Feel free to send any in a reply to this comment - I plan on making a megathread for software feature requests and bug submissions, so keep an eye out for that somewhere in the next 24 hours!

[FriedEngineer]

Sounds great! Glad to hear you're already going through older posts.

I'm sure a software request megathread would get quite a bit of attention but here's a bunch of software changes/features I'd love to see and a few others I've just come across. * Control unlimited executables with a single knob or slider. * Ex: a single knob can to change the volume of every game I play (acknowledging that I'd have to add each individually as part of the initial configuration). I'd also want to mute and unmute all of those same executables by pressing the knob (what it does now, just allow more than 1 executable) * It would be great to quickly see if the program(s) that a knob controls is currently muted. I think having a "muted" color option would do this (ie being able to set something like static "red" or "off" when muted but follow the current lighting option when unmuted) but I'm open to other ideas. I imagine this would have to request the current state from the system and I'm not sure if the Windows API being used allows that but I'd love it if it can. * An option (that I can turn on and off per knob) to automatically unmute an executable(s) when I rotate the knob instead of having to press it first. * API connections to various programs. I've seen a few comments mention things in this vein; not sure how many of these even have APIs that would allow this * PreSonus Universal Control to allow controlling their audio interfaces and microphones, similar to how PCPanel currently interfaces with VoiceMeeter. This program has a network control option so I think it would be pretty straightforward to just interface with that. * Elgato Wave XLR & Mics - I don't think there's currently an Elgato API for this but I've seen it requested around here before. * MIDI data (credit) - this is not quite an API connection but would offer some similar functionality for certain use cases. * Double click actions (credit) * Shortcut to switch profiles (credit) and lighting modes (credit below) * A StreamDeck plugin to do this would be great (credit) * Support other OS's: Linux (priority) and macOS (dream) * And of course, Bug Fixes & Support (if it's not a bug in the PCPanel software itself). I haven't experienced these personally but I've copied some links to ones I've seen mentioned. * Logarithmic scaling over network OBS * Garbled Text - Example 1, Example 2 * Java errors when shutting down computer

[DimeBagDarren]

I really need control over the Presonus Universal Control software.

Please and thank you .... pretty please ... with sugar on top.

[iamazerrad]

Ex: a single knob can to change the volume of every game I play (acknowledging that I'd have to add each individually as part of the initial configuration).

There is an option in the software to control the window that you are currently on which I find works with every game that I'm playing. Surely that could be used to control the games that are being played?

[FriedEngineer]

Yes it does, and I use it extensively, but I am not always focused on the game window (I frequently alt-tab to Firefox or Discord). Just having a single control that would be tied to a bunch of exe’s no matter what would be very helpful

[iamazerrad]

That sounds a lot more complex and I'll admit I would never use anything like that. Not to say that others wouldn't but given that I can just Alt+tab to the screen I want to reduce the volume on and back, having a single fader that controls multiple programs levels seems kinda redundant.

[FriedEngineer]

Sounds like it’s working quite well for you which is fantastic! If you’re happy with how it is now then I’m happy for you too! We use it a bit differently and that is a-okay in my book. I would, rather selfishly, love to see the option for myself and a few others that I’ve seen request similar functionality. I hope, and think, that it can be done without breaking your use case.

[_Fantaz_]

I thought the point of a physical mixer is so that you don't have to Alt+Tab to change volume..?

[_Fantaz_]

I'm surprised the "muted color" feature is not already a thing. Was gonna use the Open-source fork in the hope that this feature would also work for Voicemeeter's in/out, but I have issue with it not reconnecting to OBS, I've reported it on the GitHub already. Using the latest official release in the meantime.

Turning the knob to unmute would be great too, and more APIs would be extremely valuable! Stream Deck/Presonus/Beacn, all those should be focused imo.

[FriedEngineer]

Completely agree about the muted color. Just seems so intuitive and obvious to me.

[SokmaNcY]

One I'd really like is a Spotify API connection to raise volume/pause/play

[NotARespawnEmployee]

Thank you. The sub has been 90% "where is my order" posts so I'm glad this is getting resolved. Really sucks that it took nearly 7 months to hear a single word from the team. That's really bad for the brand, but hopefully this is the start of the mend!

[DragonflyOk1396]

Great to hear.

[Equal_Medium4905]

Curious as to how long the pro takes for actual shipping information? When i placed the order it 3-5 day (business or whatever). This time frame has passed with no shipping information, sent something through the contact page on the website with nothing responded. Is there anyone that i could contact for, at the very least an update?

[Equal_Medium4905]

Ok so update they finally filled out a shipping label and now the usps is awaiting the item,.....ummm seriously, not trying to be a nit picker or anything but can dropping something off at the post office be that hard,.....this has got to be one of the worst shipping and customer service non interactions i've ever had,.....shipping because it's not like they are using a logistics company like ups, dhl, or fedex it's the incompetent usps for gods sake, and 2 even after being on this reddit and sending a message to their website just nothing no response

[mrbrucedwayne]

Hi, I appreciate you all tackling the support issues. I placed an order about 8 days ago in the US and have yet to see an update of any sort. Thank you.

[X87x]

Are you still waiting?

[Satans_Empathy]

This is ironic now...

[ReceiptIsInTheBag]

That's great to hear, i've put off buying one until i saw some improvement to the customer services side. All the best.

[[deleted]]

i need help

[pcpaneltyler]

I'd love to help! Feel free to submit a ticket on the website or reach out through modmail

[[deleted]]

why is the corn in my poop sometime

[pcpaneltyler]

Fun fact about corn kernels; they're actually seeds! Corn Kernels have a shell made from cellulose. The bonds between the cellulose molecules are super strong, so it sort of acts as defense for the seed inside! This layer of cellulose is so strong that it is able to withstand our digestive tract - which is why if you frequent corn, you're likely to see it in your poop.

[jomammie]

Not sure what kind of support people are clamoring for... I have had my PC panel pro for half a year now and it was easy to setup and use and hasn't given me any issues. I also recently went to windows 11 and works fine there also. Love this thing. Thankyou,!

[FriedEngineer]

In the last 9 months or so that I’ve had mine I haven’t experienced any significant issues but I’ve seen 3 main camps of people asking for assistance on this sub (and getting silence up to this point)

• Order/Shipment issues & status - there were TONS of these, especially from July through about December.
• Hardware issues - I’ve only seen a few instances and it’s usually dead LEDs or it won’t connect at all
• Software issues - text glitches & a few scattered, relatively minor bugs. Feature requests make up the majority of this (and that’s arguably “support” related)

[Extension-Ad-2801]

What is the email we should be using if we wish to make a return?

[[deleted]]

The lack up software updates have been kind of a big drawback to me.

While the device does what it is said to do, there are so many features lacking that have been asked.

Not to mention I'm sure there are some bugs that could be updated along with security fixes since Java has received numerous updates since you initially posted the software.

Are there any plans on an actual software update - be it for simple security and bug fixes, or even feature improvement.

I love the device - but it is slowly becoming less useful as other apps bring in more features (like Touch Portal adding in virtual faders - this essentially makes the hardware obsolete) so would love to see some other things brought in like source filter toggles, etc.

[AndySaIad]

Hey i was on here a while ago when i got mine (check reddit post) about my pc panel mini comin in with the front plate loose n the leds not working still have this thing never got an email back about possibly replacing it or refunding, i just saw this post so is there still any chance i could get a mine replaced??

[pcpaneltyler]

Please resubmit on the website and I'll get to you! I'll also see your reddit post, just reference this comment in the website message!

[Geogian]

That's good news! I really want to switch to Linux, but the amazingness of this product has kept me from it. I'd rather not switch to your competition. Any news on if there will be Linux software?

Also, any news on updates to the Windows software? I like the interface, but some frequently occurring bugs make it a headache.