Hi, How Can I Help? – Meet Tech Support
When inspiration hits the last thing you need is trouble with your gear.
We’ve been there. That’s why we feel all creatives deserve professional help the moment they need it.
“Often customers think we outsource tech support but actually all incoming chats and emails and are managed here at our Santa Monica office by a few of us. We don’t have scripts, Live Chat is a real connection with like minded music professionals who want to get you running asap.” – Carl H, Tech Support Specialist
Apogee runs on a small diverse team of highly specialized experts in every department.
Our tech support team includes masters in studio and live engineering, software engineers, music educators, and overall talented musicians and producers.
“We have every Apogee product and configuration covered. People are amazed to learn they can still use legacy interfaces like Rosetta and firewire units with newer operating systems and Mac hardware. If it’s still supported we’ll get you recording.” – Greg C, Tech Support Specialist
Support uses a new direct email system instead of having users create an account to receive help.
“This has made a big difference in improving response times and customer satisfaction. When users enter their email before starting a chat all their customer info and chats can be accessed, so it’s easy to continue a support chat if they need to at a later time without having them re-explain their issue” – Amelia M
We all know time is valuable especially when in the studio.
Our goal is to clearly and quickly identify issues so we can provide the best troubleshooting. Even though the majority of issues are not hardware related, we make sure when hardware failures do happen our RMA process is as efficient as possible.
“All products returned for repair go through multiple rounds of audio precision tests to ensure every component is correctly working to spec.” – Carl H
Chat is not done remotely so there’s a lot of team focus.
“We keep each other informed by being in the same room with each other and testing new gear when released, even if not by Apogee. So we’re always up to date with the constant hardware and software changes in the audio community.
Chances are if you have a non-Apogee interface we’re very familiar with it as well. This is really helpful for users who own AVID products and other brands where support is not as easily accessible and also costly.” – Chris G, Tech Support Manager
The Apogee Assure warranty policy provides the most reasonable insurance coverage I’ve seen compared with other companies. 3 years of worry-free no-cost repair is why customers feel secure with Apogee.” – Greg C
Technical support is free globally for all Apogee users 24 hours, 7 days a week.
9 hours of Live Chat service is available daily on our website Monday-Friday from 9am – 6:00 pm PDT.
When Live Chat is offline questions can be submitted by email on our support page and are typically answered within 48 hours. Support service is closed during weekends.
All Apogee repairs are done in our lab in Santa Monica, CA with a normal turnaround time of 7-10 business days.
Read about Apogee’s full warranty and policies
The tech support team currently uses Duet for iPad and Mac, Mic+, Groove, Element 46, Control Remote, Quartet and Ensemble Thunderbolt for their productions.
