Wacom support not responding

Benjamin Morard

• 31/07/2023 07:55

Context:
I contacted the Wacom support 12 days ago with a technical issue related to Mac OS Ventura and their Driver/Wacom Center. (Surprise: It's not working). I told them that it is a very important issue, because most of the time there is a stupid workaround that you figure out with Wacom devices. (Mac users will know what I am talking about, with driver not waking up after sleep mode or something like that. And then you figure out a special way to turn things on so that it works. aNd you deal with it, because you are already used to it.)

But this time. there is just nothing that works. No secret workaround, nothing.

Now for my problem:
I haven't heard a thing since I opened my ticket. The only answer I got was an automated message after one week, that they will send my problem to the right department for "immediate help". Haven't heard anything since then. Furthermore the phone support is not available. they just say "everyone is occupied" and then you'd expect to end up in a long music filled waiting line - which I was totally prepared to wait for. But no, the machine just hangs up! Well why don't you use the support chat on their website you might ask? Well it is not a chat at all. It is just a link to the "help yourself" videos. And those obviously don't work in my case, because guess what: I already tried those.

I am really disappointed to say the least, that this company appears to not have a real system for technical support. I own multiple products from this brand and I don't think this is an acceptable way to treat your costumers. To be completely honest, for a PRO and Premium price i expect PRO and PREMIUM After-Sale Service. Otherwise there is just no justification for the extra in the price to the competitors.

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  João

  • 31/07/2023 10:11

  Hi Benjamin Morard, 

  I answered the technical question in the other thread (https://support.wacom.com/hc/en-us/community/posts/14704492301719-tablet-not-working-Mac-OS-Ventura) so I will address the issues with Support here. 

  First and foremost, we are very sorry that it is taking so long to answer your initial request. Although it doesn't appear, we have been working on your request but due to the complexity of your specific situation we haven't been able to formulate a complete answer. I have raised the urgency of your issue with the team and I would expect a that you get an answer within the next few hours. 

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