Sonic Reality

funkychickendance · Post by **funkychickendance** » Mon Aug 24, 2009 9:27 pm

Have any other GB folks had the same experience with Submersible's customer support?

They've ignored consecutive e-mails about a very irritating failing of their software: namely, that if you accidentally zap a database file, all (and I mean all) of the files become inaccessible. And there's no way to restore the file concerned. Short of, I suppose, re-installing the app, and then all 30GB of sounds.

If anyone has a secret way of getting them to answer any questions at all, pls let me know what it is.

=fn<x>

syntropique · Post by **syntropique** » Tue Aug 25, 2009 12:43 am

Hi,

Kord from Submersible here.

Are you saying that we did not respond to your email or that you did not like the answer that you needed to reinstall content? It would help to know.

If you have a bad database file then you might need to reinstall the app and content. The current version of DrumCore does make a backup of your database file when importing new content. However, you would need to do some file deleting and renaming and that won't always fix everything always.

Please send an email to support@submersiblemusic.com and we can look at your situation again and sorry if things were unsatisfactory.

--kT

Squids · Post by **Squids** » Tue Aug 25, 2009 12:58 am

How's that for an instant reply?

hibidy · Post by **hibidy** » Tue Aug 25, 2009 1:37 am

I was just going to say, I got kitcore over the weekend and they took care of my questions as soon as the morning came today

heks · Post by **heks** » Tue Aug 25, 2009 8:14 am

I have had trouble importing kits into kitcore this weekend and Brad at submersible emailed me right back with some useful suggestions. @ funkchicken did you get an automated reply from submersible? A bit back filled in the support page stuff and nothing happened after submitting, on the second attempt I received an automated reply, quickly followed but a real person. I love kitcore, but I must say I'm not a fan of the database system in it, if you import a new kit it wont show up in older saved traks, which means allot of copying of events and things into a new instance of kitcore to use the new kit. Some thing to improve for V3

hibidy · Post by **hibidy** » Tue Aug 25, 2009 8:17 am

heks wrote:I have had trouble importing kits into kitcore this weekend and Brad at submersible emailed me right back with some useful suggestions. @ funkchicken did you get an automated reply from submersible? A bit back filled in the support page stuff and nothing happened after submitting, on the second attempt I received an automated reply, quickly followed but a real person. I love kitcore, but I must say I'm not a fan of the database system in it, if you import a new kit it wont show up in older saved traks, which means allot of copying of events and things into a new instance of kitcore to use the new kit. Some thing to improve for V3

I'm not sure what that means? Are you saying I have to close/reopen kitcore every time I load a new kit in?

heks · Post by **heks** » Tue Aug 25, 2009 8:36 am

Basically you have to load a new instance of kitcore to use the new kit in a saved song/track. The new kits don't show up in the list for use in saved instances of kitcore.

hibidy · Post by **hibidy** » Tue Aug 25, 2009 8:56 am

heks wrote:Basically you have to load a new instance of kitcore to use the new kit in a saved song/track. The new kits don't show up in the list for use in saved instances of kitcore.

I'll be damned

, that does kinda suck. Has that been discussed on the forums? They seem REALLY dead

heks · Post by **heks** » Tue Aug 25, 2009 9:14 am

Don't think so, its mentioned somewhere in the kitcore paperwork though. I only found out when trying to make templates to open kitcore with a limited amount of channels and found I could not see my new kits in the templates. I emailed submersible about it they said that

Old instances of KitCore will continue to use/refer to the database that was present at the time of the save. This is mostly due to DrumCore and the ability to manipulate the database by removing files and was to prevent an inadvertent lose of a custom kit or modified kit.

So its a safety thing,,, programmers can't win, but I think their looking into how they can improve it,,,,hope so

funkychickendance · Post by **funkychickendance** » Tue Aug 25, 2009 9:12 pm

Squids wrote:How's that for an instant reply?

Yes, instinct told me this was the right place.

=fn<x>

funkychickendance · Post by **funkychickendance** » Tue Aug 25, 2009 9:24 pm

syntropique wrote:Hi,

Kord from Submersible here.

Are you saying that we did not respond to your email or that you did not like the answer that you needed to reinstall content? It would help to know.

If you have a bad database file then you might need to reinstall the app and content. The current version of DrumCore does make a backup of your database file when importing new content. However, you would need to do some file deleting and renaming and that won't always fix everything always.

Please send an email to support@submersiblemusic.com and we can look at your situation again and sorry if things were unsatisfactory.

--kT

No response to e-mail is the story. Oh, and that's to both the fill-in-the-form and to general mail.

The "reinstall" is my own interpolation, based on common sense. And I think that's what you're implying here. Yes, there are back-ups -- twenty or so -- but they're all blank. I only have myself to blame, of course.

But some sort of response -- here -- is better than no response at all, so thank you for picking up.

I will put together another e-mail this evening, and include some details so you get a better measure of what the problem is. You sure you wouldn't prefer a PM?

{EDIT: I did both. Ball's in your court <g>}

What bothers me at this stage is that while I can lay my hands on my registration number for the 3.0 upgrade, the original 2.5 is since lost in limbo. {EDIT: I may have found it <doh>]. And when I installed 3.0 it certainly did challenge me for the 2.5 registration. I have all the disks (2.5 and 3.0) plus a large number of downloads bought thru Sonic Reality. So, there's the problem. I have about 97% of what I need to proceed, but I want to be sure that you're aware of the complete situation. If there's someway to avoid wasting my time....great. The hassle of having to reload the whole damned thing...well, that's my own silly fault.

And so I'm not just crabbing at you, I have to say this is pretty good software (other than this hypersensitivity to one tiny, vulnerable file's existence).

=fn<x>

Sonic Reality

KVR Audio

Experiences With Submersible "Customer Support"