KVR Audio

ObsoleteAcc99 · Post by **ObsoleteAcc99** » Tue Oct 23, 2012 1:47 am

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ObsoleteAcc99 · Post by **ObsoleteAcc99** » Fri Feb 15, 2013 10:03 pm

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Peter - IK Multimedia · Fri Feb 15, 2013 10:29 pm

Theo, please send me your ticket number and we'll see what's up. Support will take care of it, and answer any of the connection and driver issues directly and in detail. I will see to it that it is followed up on, I didn't see this thread at all, I apologize.

monkeymanx · Post by **monkeymanx** » Sat Feb 16, 2013 12:22 am

Peter - IK Multimedia wrote:Theo, please send me your ticket number and we'll see what's up. Support will take care of it, and answer any of the connection and driver issues directly and in detail. I will see to it that it is followed up on, I didn't see this thread at all, I apologize.

I see this happening often. Is posting here and then giving you the ticket number the only way to get a response from support. The frequency that it happens looks bad. Maybe there are issues with your support ticket system not delivering to support properly. I'm not trying to bash you guys, it just seems to be a common thing around here.

Peter - IK Multimedia · Sat Feb 16, 2013 12:28 am

I understand and we are looking into improvements on the back end system. Do note, though, that one isn't going to hear "hey that ticket went great!!!" on an internet forum very often. That's just the way things go. I do see your point, however, and wanted to let you know we're always looking at improvements to this system and definitely are doing so. Support handles many hundreds of tickets per week without incident.

ObsoleteAcc99 · Post by **ObsoleteAcc99** » Sat Feb 16, 2013 1:40 am

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ObsoleteAcc99 · Post by **ObsoleteAcc99** » Sat Feb 16, 2013 1:55 am

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FrankT · Post by **FrankT** » Sun Feb 17, 2013 6:53 am

TheoM wrote:Actually i'd like to put it this way:

is there ANYONE here who will never use IK hardware who AGREES with installing drivers on their system to use a plugin?

I only want to install what I use. I have no interest to choke my system with stuff I will never need. So, yes, a installer should give you the option on what to install. I agree that disc space has become precious again with SSDs. On another note: did you get an answer on your question about the sonik1/google analytics issue?

ObsoleteAcc99 · Post by **ObsoleteAcc99** » Sun Feb 17, 2013 7:33 am

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FrankT · Post by **FrankT** » Sun Feb 17, 2013 12:26 pm

TheoM wrote:no.

Too bad! If there is one thing I am allergic to it is plugins that send data to third parties. At least this is my understanding of your first post in this thread. Or did I misinterpret this?

chokehold · Post by **chokehold** » Sun Feb 17, 2013 1:03 pm

There DEFINITELY IS a problem with IK's ticketing system, and there always has been.

I remember from several years back, when I asked my first question using that ticketing system, that opening a ticket occasinally got me a not very helpful first reply in a week or two, and from then on every reply I sent went unanswered.

When one of my tickets went unanswered for weeks again, I sent PMs here with someone at IK, and together we found out that replying to the eMail sent from the ticketing system didn't work - even though the eMail said something like "reply to this eMail to post your answer to the ticket" or words to that effect.

Visiting IKs support ticketing page and adding replies to it via the system would work, the replies would then at least show up.
Still, no answers from IK unless I went through here.

One time, while trying to sort this out for the 2nd or 3rd time or so, someone at IK sent me an eMail that said something like "to avoid this happening again, write to my personal work eMail" ... which I did, and still got no answer without writing PMs over KVR again.

Even back then, IK's last word always came down to "we are looking into improvements on the back end system", just like they're telling you now.

Unfortunately, it's been years since then, so I actually deleted those PMs and eMails and have no written proof of it anymore. I just now looked, and I found one of my desperate posts on the Reaper forums from July 2010, when I had started an IK support ticket and gotten no reply as to why their software started crashing Reaper.

Not a hate post, I love my Amplitube and my IK compressors.
Just saying that there's somethin'strange in the neighborhood, and who you gonna call... no answer.

chokehold · Post by **chokehold** » Sun Feb 17, 2013 1:05 pm

I can't tell you why the standalone, non-plugin Custom Shop app connects to non-IK websites, but the plugins themselves don't. They're just normal, regular audio plugins.

Ah Xoc Kin · Post by **Ah Xoc Kin** » Sun Feb 17, 2013 3:28 pm

chokehold wrote:There DEFINITELY IS a problem with IK's ticketing system, and there always has been.

Maybe that's why they were number 1 in the poll about worst customer support, now deleted.

My experience has been as follows:
1. Create support ticket.
2. Receive answer that does not solve the issue.
3. Ask IK to provide a solution.
4. Wait.
5. Wait some more.
6. Remember that patience is a virtue.
7. Contact one of the IK people at different forums via PM.

In the end, none of my tickets have been resolved in a satisfactory manner, or even resolved at all. Some of their software is OK, but I seldom use it these days.

Peter - IK Multimedia · Sun Feb 17, 2013 4:26 pm

FrankT wrote:
TheoM wrote:no.
Too bad! If there is one thing I am allergic to it is plugins that send data to third parties. At least this is my understanding of your first post in this thread. Or did I misinterpret this?

Previously TheoM states "no ticket opened for this" so this is no surprise. Ticket opened, technical details will be provided by support. Quite simple really.

Peter - IK Multimedia · Sun Feb 17, 2013 4:27 pm

Ah Xoc Kin wrote:
chokehold wrote:There DEFINITELY IS a problem with IK's ticketing system, and there always has been.
Maybe that's why they were number 1 in the poll about worst customer support, now deleted.

My experience has been as follows:
1. Create support ticket.
2. Receive answer that does not solve the issue.
3. Ask IK to provide a solution.
4. Wait.
5. Wait some more.
6. Remember that patience is a virtue.
7. Contact one of the IK people at different forums via PM.

In the end, none of my tickets have been resolved in a satisfactory manner, or even resolved at all. Some of their software is OK, but I seldom use it these days.

One in the many hundreds may follow this pattern, as pointed out by me above. That poll was deleted because it was a specific smear job by a user with a specific thorn in their side from what I could see, but it was a mod's decision not mine. It was slanted from the beginning, and with clear purpose against us. Again, one out of the hundreds may follow the steps above.

KVR Audio

Amplitube force installing drivers unnecessarily? why?

Does it bother you that IK Amplitube Installs Hardware Drivers without any warning or option not to?