Toontracks Support (or lack of) is a joke.

[laystay]

Hello,

First off, sorry for this little rant but I believe some of you will understand my plight. I love the sounds of Superior Drummer and I also like the interface, ability to edit etc... However their support(as they loosely call it) is sorely lacking! I updated all of my Toontrack software to 64 bit last weekend and am having a problem updating the Avatar library. I first searched all the FAQ's then posted in the forum and have not had an answer in over a week. However other people who posted yesterday had Toontrack reply to their problem in one day. I also sent an email to their customer service 2 days ago and nothing. On the other hand Steven Slates customer service rocks! I sent them a question yesterday and lo and behold had an answer within 2 hours. I was going to update my EZdrummer to EZdrummer 2 but after this I am going to buy SSD 4.0 instead. I'll still wait for an answer to my problem from Toontrack but am not holding much faith.

[perceval]

If it is like most of the world, they just came back from Xmas holidays... so things might be a little slow on their front.

Also, email support is great, but sometimes, it falls through the cracks. Spam filters may have deleted your email. If it didn't succeed the first time, try again... or use another email.

It is sometimes due to laziness. Or problems within the company. I've had the experience with Presonus.

Hang in there. We've all been there at one point or the other.

[jpsquared482]

Hello,
On the other hand Steven Slates customer service rocks! I sent them a question yesterday and lo and behold had an answer within 2 hours. I was going to update my EZdrummer to EZdrummer 2 but after this I am going to buy SSD 4.0 instead. I'll still wait for an answer to my problem from Toontrack but am not holding much faith.

I will say this, the guys at SSD do rock! They were totally on top of two questions I had for them and completely solved my initial install issue.

JP

[laystay]

Hey,

So I did get the problem resolved. Again, I love Superior Drummer but Toontrack should step up their customer service. I'm old school and believe that service after the sale keeps 'em coming back.