KVR Audio

kgdrum · Post by **kgdrum** » Thu May 24, 2012 6:31 pm

Hi,
I have had a problem with the Wavelore Glide update that I've been unable to resolve with Mark @ Wavelore.
I eagerly tried to update & have not been able to get Glide to load into Kontakt 5.02 since the update.
I might have done something wrong or something might have been corrupted I'm really not sure
I emailed Mark @ Wavelore explaining the problem through back and forth emails between May 15th -May 18th.
After a several attempts at fixing the update by following all of Marks suggestions I realized this approach was not working.
I then asked Mark if it wouldn't be simpler if I just trashed the old Glide and simply dl'd the new updated instrument as all of the attempts at updating Glide were not working.
Marks response was to dl a 6 gig library would be very time consuming.
My answer was it would be less time consuming than the various attempts of fixing that obviously were not working over 3 or 4 days.
I have had my own business's and I understand and sympathize with developers and want to see them succeed!
I pay for ALL of my software,VI's and do beta testing for major software developers as well so I'm not a total ignoramus with software and update procedures & yes I probably should not have trashed the resource folder Wavelore said to trash.
I've asked in 2 emails if this missing resource folder was the problem and have never received an answer from Wavelore if this was the source of the problem.
Having unfortunately trashed files from the original Glide as Wavelore's instructions,I don't have any way to fix this with out help from Wavelore.
I have not received any emails since my last email I sent on 5/18 and now have a broken VI from a developer that I payed $$ for.
I have bought other VI's from Wavelore as well,when Mark had the fundraiser for his mentor I was happy to give him support for a worthy cause.
Later I bought Glide ,I never used it too much as I thought the design was not very intuitive & now I suspect it it was brought to market a bit early.
I shared in a friendly email correspondence with Mark a month or 2 previous to the update my issues with Glide and I was thrilled when this update was released!
I was hoping the new update would make Glide more useable for me and I was very excited about this.
Now almost 2 weeks later I have a broken VI that I can't get to work,a developer that will not answer my non- contentious emails asking for help and I'm starting to get a really bad feeling regarding the associated risks in dealing with smaller boutique manufactures who can stop helping legitimate clients at will with no recourse available to the client.
Does anyone have any suggestions how I can get this working or explain to me why a developer would be so reluctant to allow a client to dl the working updated product if the update attempts are unsuccessful?
Over the years I've had lots of products from various companies, if I've ever had a problem thankfully rarely
I usually have found developers eager to assist a client get back up and running.
Suggestions?
Perspective ?
Thanks
KG

EvilDragon · Post by **EvilDragon** » Thu May 24, 2012 8:42 pm

Missing Resources folder is NOT a problem. Kontakt falls back to NKR in case it doesn't find the Resources folder.

kgdrum · Post by **kgdrum** » Thu May 24, 2012 9:50 pm

Hi EvilDragon,
Thanks for the info

it's strange as I asked this in 2 different emails and Wavelore never answered the question.
As someone who has worked with many different developers, can you understand or explain to me why a developer wouldn't want to assist a paid client of several products that has an unsuccessful update?
I swapped files as instructed , now the VI will not load.
When I realized the process was not working and requested access to a dl of the updated product,his response was it would be too time consuming!
Now almost 2 weeks later still no working VI & could have been fixed with a 15 minute dl and reinstall.
I just don't understand the logic,lack of customer service and must admit this experience will make more wary of buying from smaller developers.
Strange stuff,again thanks for the info.

kingo · Post by **kingo** » Thu Sep 12, 2013 5:11 pm

Shoulda read these posts before I ordered...
...still waiting!

don1thedon · Post by **don1thedon** » Thu Sep 12, 2013 7:26 pm

I suspect if you look around you may well find a few similar experiences unfortunately ....
http://www.native-instruments.com/forum ... nstruments

Kevin63101 · Post by **Kevin63101** » Thu Sep 12, 2013 8:04 pm

Fantastic products if you can get a response or delivery. Company must still be active, the website periodically has had minor updates this past year.

Keep emailing Mark at the Wavelore contacts until you get an answer. This past year customer service response time has been unacceptably slow -- sometimes many months. However, when I have gotten responses Mark has always been more than kind and helpful. Sorry to say that's not a good reference for a company - but once you get the libraries you ordered, most people are impressed with the quality. I consider them among my favorites - I own all of his libraries.

As of this writing, I'm still waiting on Glide 2 update with 8x round robins (I have Glide 2 1x robin update from Oct 2012). I guess the upside is I got it on the pre-release price and it's still incredible as is.

All I can say is keep trying. Here's Wavelore contact info listed on his site:

General inquiries: info@wavelore.com
Order related: orders@wavelore.com
Technical support: support@wavelore.com

rrichard63 · Post by **rrichard63** » Sun Nov 17, 2013 1:48 pm

Does anybody have any recent (October-November 2013) experience with Wavelore's customer service? I want to buy their Pedal Steel library, but won't send them the money unless I know I will actually get the software and that support will be available.

Thanks in advance.

--Bob Richard

ObsoleteAcc99 · Post by **ObsoleteAcc99** » Sun Nov 17, 2013 4:24 pm

[DELETED]

jancivil · Post by **jancivil** » Sun Nov 17, 2013 8:08 pm

I just got an email I think yesterday from Belbin so he's up and around at least for the moment. I get the impression he's gravely ill.

rrichard63 · Post by **rrichard63** » Sun Nov 17, 2013 11:00 pm

I bought Pedal Steel today and got my download links in a few minutes. The new automated response system and user download area appear to be working, with a few minor rough edges (every customer's first name is "Invalid" and passwords are shown as plain text on the screen).

don1thedon · Post by **don1thedon** » Mon Nov 18, 2013 7:05 pm

Good to hear you got a positive result with Wavelore.
I am really hopeful that Mark (Belbin) pulls this around and starts to deliver the quality and support he had done in the past. Before this 'glitch' all my previous experiences had been excellent but I guess he may have had a few problems in the last 12 months (don't we all). Here's hoping he continues this recent positive trend over the coming months and re-establishes Wavelore as a quality sample library provider once again.

kgdrum · Post by **kgdrum** » Mon Nov 18, 2013 7:51 pm

don1thedon wrote:Good to hear you got a positive result with Wavelore.
I am really hopeful that Mark (Belbin) pulls this around and starts to deliver the quality and support he had done in the past. Before this 'glitch' all my previous experiences had been excellent but I guess he may have had a few problems in the last 12 months (don't we all). Here's hoping he continues this recent positive trend over the coming months and re-establishes Wavelore as a quality sample library provider once again.

+1
I'd like to get Glide2,I hope to see more positive signs that users are having better experiences with Wavelore now.
Mark is very talented,I hope he moves forward and rededicates his energy, becomes more responsive to clients and their support issues to make Wavelore the quality company it should be.

alexakaalex · Post by **alexakaalex** » Sat Nov 23, 2013 1:12 am

A positive experience:

I had a transaction processing issue with Wavelore yesterday. The email address linked with my paypal account didn't match the one linked with my Wavelore user account. I was buying Ether-Phone at a reduced price from the loyalty offers section of my existing user account but the mis-match with paypal generated a new user account and, thus, an invalid purchase price.

However, Mark was very quick to respond and resolved the issue overnight placing Ether-Phone in the 'My Products' section of my usual user account. Brilliant personal service and I couldn't be happier with the Wavelore products I've bought so far.

I know some folks have reported bad experiences which is fair enough. But I think good experiences should get a mention too

I'm thoroughly impressed by the instruments from Wavelore and would rather support and encourage developers through the rough times than lose them altogether.

rrichard63 · Post by **rrichard63** » Sat Nov 23, 2013 1:23 am

alexakaalex wrote:I know some folks have reported bad experiences which is fair enough. But I think good experiences should get a mention too I'm thoroughly impressed by the instruments from Wavelore and would rather support and encourage developers through the rough times than lose them altogether.

+1

--Bob Richard

barnettart50 · Post by **barnettart50** » Fri Mar 13, 2015 8:56 pm

I've been waiting for two years+ for the remainder of Glide II®. There was a long time during which I sent the same pleas for help in getting Glide II in its entirety because when I bought the bundle of both Glide I and II, and received no responses at all.

Frustrated, I installed what I had of Glide II and realized that the wait is for the last 7 Round Robins, so in fact Glide II is functional but incomplete, flatter than it should sound, because when the we play the notes, Glide II SHOULD be choosing from among the various intonations and plectrum vs finger picking among all needed to create the most realistic electric slide guitar…

The eventually forthcoming Round Robins should provide alternate samples of how the notes are played, and I sense that WaveLore is a tiny company that is working on creating the remaining sets of samples, albeit at an unusually slow pace.

Just a guess, since I have never been involved in such an undertaking. In the meantime, I may try doubling, micro-delays, eqs and perhaps combining Glide II with other available electric and slide guitars, resonators, using sends and busses perhaps to aid in automation to vary the combination of effects and instruments as we wait for the Robins, which may not arrive until next spring. Let us pray...

Wavelore Glide update problems & lack of support,how to resolve?