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Toontrack has terrible support

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  • Toontrack has terrible support

    I bought S 2.0 and it will not load. They did not respond in 24 hrs. I received an automated reply saying that they will get back to me, and you cannot abuse their employees?!

    I know that fxpansion's support is superb, and I regret buying this toontrack software.

    I chose toontrack because you do not need another harddrive to run it. I will now sell this software to get bfd because their support is so bad.

    I was debating between bfd and s 2 anyway,because all the sounds are generic rock sounds. The music samples on their website are painful sounding 80's tracks.

    If anyone wants it,contact me at [email protected] .

  • #2
    Peter,

    I have S2.0 and it "loads" fine for me. Have you tried the forum? Their customer support is great. Besides most people will admit the TT products run smoother than BFD1 and 2. Not taking anything away from the quality of BFD, but S2.0 can be very satisfying.

    Instead of complaining here, you should go to the forum where you'd probably get the help you need.

    Also, include your computer and hardware specs so that they can get an idea of what may be happening.

    I hope you get things worked out soon. Tech issues can be a real creativity killer.

    Comment


    • #3
      I'm guessing there might be some degree of user error involved here. But giving up on a piece of software because you're having problems with it and can't get it totally resolved in 24 hours is kind of silly, IMO. It's an awesome drum sample software and you should give it (and Toontrack's support) a bit more of a chance.

      Gear: TD-12 module, CY-14C crash, Yamaha PCY-135 crash, CY-12R/C crash, CY-15R/C ride, CY-12C & FD-7 hi-hat setup, MDS-12 rack, PD-125 snare, PD-85 rack toms, PD-105 floor tom, Presonus FP10, MacBook Pro 13", Superior Drummer 2.3, Logic 9 Studio, JH Audio JH-5 Pro IEM, Sennheiser HD-280 Pro cans, Gretsch Renown maple acoustic kit (Zildjian cymbals, Remo heads, Gibraltar/DW hardware)

      Comment


      • #4
        toontrack

        I have the Waves mercury bundle,Cubase,URS EQ's and compressors. These all loaded fine and are professional level software that were expensive. One person did make a suggestion of copying the installer file to a hard drive. Hopefully that will work.

        Apparently I have to create another email other than my standard login to get on their support forum. This is just a sign to me of problems.

        I am not a computer expert,but any other installer I have used has worked. Please let me know if you have any other suggestions other than double clicking the installation file.

        Thanks,Peter

        Comment


        • #5
          Unless you have been advised otherwise you should use the same email as your account is registered to register on the forum....this will give you access to the the support sections.

          I can fully understand your frustration but Toontrack are a small company and 24hr support whilst desireable is probably not realistic. When I have used Waves support....who are a much bigger company....I usually get a response within 48-72hrs.
          Damian Blunt
          Toontrack Quality Assurance Manager
          TD-20 RMP-12 (Snare) PD-125, 2 x PD-105, 1 x KD-120, VH-12, CY-15R, CY-14, CY-12R/C, 2 x CY-8, CY-5, MDS-12C

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          • #6
            Originally posted by Peter W View Post
            Apparently I have to create another email other than my standard login to get on their support forum. This is just a sign to me of problems.
            Just to clarify, when you register the software online using the Serial Number, you are giving access through that same account (based on email) to the Technical Support forums. You are a paying customer, so should you register the software, you will have access to the forum (and perhaps make a new assessment of their support).

            As for the install issue itself, I've taken the liberty of responding to your other thread and hope to have some feedback soon from Toontrack Tech:

            http://www.vdrums.com/forum/showpost...0&postcount=11

            | Argos | Your Cloud | Lost In Germany | Life Wasted | Identity Crisis
            | The Xerophyte | Red Barchetta | Subdivisions or Drums Only |

            Superior Drummer w/ Metal Foundry, dfhS samples and Platinum Samples Evil Drums.

            Comment


            • #7
              macdrive

              I had to uninstall a demo version of macdrive. Now it works. Thanks to Rail for figuring that out.

              For the person who said it was "user error" and it was " silly' to give up on a piece of software this quickly:
              If I am working with people or products that I think are going to be trouble,I make the decision whether to end things quickly or try to solve the problem. Sometimes it is worth the trouble and sometimes it is not. I am glad this is resolved. If it went on for a couple of weeks I would have sold it.

              Comment


              • #8
                since i have been working in tech support answers can take some time.
                for example you are located in california, Toontrack in sweden. It will take some time before anybody will even read your email/post due to time difference.
                secondly if this is an unknown issue the helpdesk will try to recreate your set up and reproduce the problem.
                and in your case it is due to a third party issue. hopefully things like "incompatible with x-software" go into a knowledge base for the next user.
                It has nothing to do with the professional level of a software if it runs smoothly or not. If there is a third party issue which is unknown, well, then it is unknown and not predictable.
                and in most cases it is a user error.
                TD-9KW

                Comment


                • #9
                  I don't think you can blame MacDrive for this.. there's a preference to always mount DVD's as either Mac or Windows... if you install a DVD which is formatted for both systems, it'll show a small Apple icon on the drive to indicate the drive is mounted as an Apple drive. You can either change the preference in MacDrive to default to Windows when mounting a DVD, disable MacDrive or right click on the drive to switch it to remount as the alternate platform.

                  I think I've run into this a few times.

                  Rail
                  Platinum Samples
                  www.platinumsamples.comsigpic

                  Comment


                  • #10
                    i agree. it's a preference made by the user.
                    TD-9KW

                    Comment


                    • #11
                      just wanted to say:
                      Kudos to Rail for helping fix an issue on a competitor's product.
                      Alesis DM10 & Trigger IO, 5 8" single input DIY shells; 2 18" DIY Bass drums, 1 13" DIY eSnare, PinTech 14" Visulaite Hi-Hats, 2 PinTech 14" choke-able crashes & 18" dual-zone ride; Steven Slate Drums EX. Mounted on Superstrut custom rack.
                      sigpichttp://vdrums.com/forum/album.php?albumid=353

                      Comment


                      • #12
                        Originally posted by ghostman View Post
                        just wanted to say:
                        Kudos to Rail for helping fix an issue on a competitor's product.
                        Yes kudos to Rail for helping out...but there was no issue with a competitors product
                        Damian Blunt
                        Toontrack Quality Assurance Manager
                        TD-20 RMP-12 (Snare) PD-125, 2 x PD-105, 1 x KD-120, VH-12, CY-15R, CY-14, CY-12R/C, 2 x CY-8, CY-5, MDS-12C

                        Comment


                        • #13
                          Toontrack support

                          We probably should remove this thread to avoid the bad publicity for Toontrack.

                          I think a software company should respond within 24hrs,at least to try to solve the problem. Fxpansion is in England,and they respond in less than 24 hrs. Steinberg and Waves have responded to me in 24hrs.

                          I own a small business,and people start to get upset if you do not contact them in 24 hrs.

                          Peter

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