IK support question

[stephenpaulharper]

Hey, anybody know what's going on at IK? I've submitted 2 support requests, along with two voice mails and heard nothing back.

I'm having volume and importing issues with ST2.1, and can't seem to get any assistance. I know they
took a hit during the hurricane, so maybe that's the problem. I've always found them to be very responsive in the past,so I'm a bit puzzled.

Anybody else had issues?

[bduffy]

I just wrote IK support about about some problems I'm having with their SonikSynth 2 Free, and I got incredibly fast responses, so I know they're alive! If that's of any assurance...

[A3ntar]

the hurricane? isn't IKMM an italian company?

[autodafe]

yes...

[A3ntar]

I think they are too buisy preparing for NAMM and the release of Amplitube2

[Mr. Tunes]

the hurricane? isn't IKMM an italian company?

IK's US office is in Florida. I believe this is where most tech support is done, and I guess if you're request is filed in Italian it would be fielded by the Modena headquarters.

however i'd say NAMM preparations would be the culprit at this time of year, for any audio software company.

[stephenpaulharper]

Hmm. My first request for help was several weeks
back, so they should be very well prepared for NAMM
indeed.

[Squids]

I would resend it. Maybe it didn't get through or maybe they are backed up. That would have nothing to do with NAMM because the support team doesn't work on NAMM prep. Maybe it got lost in the shuffle somehow or maybe they did get back to you but it didn't reach you (spam filter? or who knows?).

I had to change the thread title (moderator duty) because since this is an SR forum (not IK forum) I didn't want it to appear as a message saying "IK Having Problems?" which would we can't be liable for that impression being made with companies SR works with. That is explained in our company forum rules thread sticky.

Please just try again with IK support.

[stephenpaulharper]

Understood. Sorry for breaking etiquette. I just thought this would be the place most likely for someone to have insight as to what might be going on.

Thanks.

Stephen

[Squids]

Understood. Sorry for breaking etiquette. I just thought this would be the place most likely for someone to have insight as to what might be going on.

Thanks.

Stephen

That's okay Stephen. A lot of people do. As it is, for being a sound developer's forum we do a lot of interesting discussion here of formats SR specializes in and companies we work with closely. But, the delicate balance and minor rules we have for that are explained in the sticky threads which I know not everyone reads.

No worries. Good luck!

Oh, by the way, I forgot to mention, one thing esoundz.com does for its customers is follow up on customer support issues with the products we sell. So, for instance, you can email IK and CC support@esoundz.com and they will also contact IK support to help find out the answers for you or at least be there to help you get an answer. So, if you bought it from esoundz you have an extra level of support.

[stephenpaulharper]

Whew, I thought I was gonna be banned or something.
Thanks for being so gracious. I've followed your
advice and contacted IK again via e-mail. Hopefully,
this will get through.

BTW, the Genesis thing is way cool. You're right,
it sounds like a jam from the Lamb sessions.
I hear a little bit of Trick as well, I think - maybe the organ?

Thanks again.

S

[Kim Lajoie]

Did you submit your support request via your IK User Area (where you log in to register your plugins, download updates etc)? IK are quite fast in responding to requests placed via the user area.

-Kim.

[stephenpaulharper]

Kim,

Thanks. Yeah, I tried again and they responded right away. Don't know what was wrong before. Unfortunately, I'm havin' a hard time getting through to them what my problems are. My communication skills must be fading - Oh, well... I would ask you guys, but I didn't buy ST from you so I'm kinda in a difficult position.

Thanks anyway.

Stephen