YellowTools - support??????

[Kraznet]

Well I recieved a reply on Friday 29th Oct from Yellow Tools support via Best Service and they reset my activations. So using the Best Service route seemed to get things moving.

Regards
Kraznet

[Phil Greens]

Beware of the trap!
Well I don't want to be particularly negative here, but talking about support or the lack of it, I wanted to add my personal experience to the yet long list of complaints as I recently became another victim of this rather unscrupulous dev.
Despite several personal emails sent to Christian (or whoever is in charge of the boat there, if anyone at all) all my messages and requests for assistance with installation problems remained unanswered so far after my initial purchase of Independence Basic2 following the p.m. promotional message I had received from YT.
I think I definitely learnt a lesson here and I really should have seriously considered the warnings on this site.
I can also confirm that after registration and without apparent reason, I was denied access to their users forum to post a thread concerning my problem.
I'd be glad to gain any information if someone experienced similar problems/solution with the installation of the actual layers software that comes with the Independence Basic2 package (layers.exe).
So, as far as I'm concerned, no more from those guys!

Phil

[Guenon]

Yellow tools is the bottom of the bottom, my yellow tools independence wont even play my yellow tools pure basses libraries

Ah crap, your story does sound really bad

So far, I've been one of the lucky ones to emerge from the fire sale: I got my product in an orderly fashion, installed and activated with no trouble, and it really does function well. I like the sound, and have used it in multiple projects already.

Reading all these negative experiences definitely makes me wary of learning to rely too much on this library, though. I think at the very least, it's a good precaution to bounce the individual Independence tracks to audio after you're done with the project, so that they are at least archived in some kind of re-mixable form if/when you hit a dead end with the software.

To sum up, I'm not counting on getting adequate support if I have problems down the road, and that's a shame.

[blue monk]

It worked for me:
I got Culture at the reduced price.
I had a problem installing because I used a different user account for installing and activating.
That did not work.

When I used their sales backend provider to cancel the purchase, I got in contact with the developer.
The counter for the allowed number of registration was reset - twice - and I was able to activate Culture and use it.

While I was in contact I made a few more remarks but did not get a reply.
Of course I was no longer in need of support to get the product running.

[fizzicist]

I've had no problems with Candy or the Independence 2.5 player or Independence Basic instruments since I became a Yellow Tools user. I've needed to contact support a couple of times since then, and I've always received a prompt reply from Christian that fully answered my questions.

I did have a problem when I purchased the Independence 3.0 Software Suite update last week. It was my fault, though; I bought the software update, but I should have bought the full-blown Independence Pro, with the 70 GB library.

Nevertheless, I didn't want to pay for the software update twice, so I used the Yellow Tools online support form to ask whether I could just pay the difference and get the whole package. After two days there was no reply, so I sent the request again, but this time I also copied it to info@yellowtools.com.

Within ~90 minutes I received an e-mail reply from Christian at support@yellowtools.com, apologizing for the delay in responding. He said it would be cumbersome to try to fix it through their U.S. payments service provider, but we could do it if I used PayPal. I was happy to do it that way, so I replied as follows:

Hi Christian:

Thanks for getting back to me. Yes, I can easily pay with PayPal. Please let me know the amount and where to send payment, and I will do so immediately.

I'm very excited about getting the Independence Pro library. Thanks for helping to make it possible.

Next thing I knew, here comes another e-mail from Christian:

Well, Christmas is coming soon so I decided for another option.

Here is a free serial number of the Independence Pro sound library...(serial number)
You already paid 99 EUR for our products, so: Merry Christmas

Best regards

Christian

True, I have paid more than 99 EUR for Yellow Tools stuff, but not since July 2010. I didn't qualify for a free library under the terms of the Christmas deal, but he gave it to me anyway. Whatever else you might say about Yellow Tools, it's difficult for me to believe that they care only about the money, or that they don't care about customer good will.

I can't naysay anyone else's experiences with Yellow Tools support. I'm genuinely sorry to hear that others are having problems—both for their sake and for Yellow Tools' sake. But for whatever it's worth, I can't fault Yellow Tools support. I feel justified in bitching when a company screws up, but the flip-side of that process is that I feel obligated to pay credit where it's due when they do the right thing.

I agree that Yellow Tools should be more responsive. In fact, in my experience responsiveness is probably the single greatest indicator of a developer's integrity. But I'm inclined to give Yellow Tools the benefit of the doubt and assume that they're just having a tough time these days, as is most everyone else...by which I mean, I suspect that they're understaffed, overworked, and struggling to make ends meet.

If so, that might explain why they're not always as responsive as one might like them to be. It's not an excuse for being unresponsive, mind you—not by any means. But it does help me keep in perspective the fact that I'm not the only one with problems, and that having a little more understanding and patience can work a lot better than having less.

Anyhow, I do NOT mean to say that any of the legitimate complaints reported here and elsewhere are unjustified. I really only want to say that, for whatever reason, I have not had any problems with Yellow Tools support. What's more, I hope that whatever problems other users have had can be sorted out to everyone's satisfaction. Yellow Tools software is good stuff, and I'd like to see them prosper.

[MountainKing]

I didn't qualify for a free library under the terms of the Christmas deal, but he gave it to me anyway. Whatever else you might say about Yellow Tools, it's difficult for me to believe that they care only about the money, or that they don't care about customer good will.

Nice! That's good to read. Congrats!

[TristezaOrange]

I ordered Independence Pro and got an e-mail confirming my order but I never received an e-mail stating that my order has been shipped. Does that mean that it hasn't been shipped or is this just the way it works?

[fizzicist]

I ordered Independence Pro and got an e-mail confirming my order but I never received an e-mail stating that my order has been shipped. Does that mean that it hasn't been shipped or is this just the way it works?

Forgive my asking this, but are you certain you ordered the physical disks? It's available as a download only version—at least, mine was.

If you did order the packaged version, I think it depends on where you live as to whether you get a shipping confirmation. I just checked my mail archives and found that when I ordered Yellow Tools Candy (which was only available as a physical product at that time), I received an order confirmation from the U.S. payment processor (Cleverbridge), but I did NOT receive a shipping notification. The package just showed up a few days later.

I hope that's of some help.

[TristezaOrange]

I ordered Independence Pro and got an e-mail confirming my order but I never received an e-mail stating that my order has been shipped. Does that mean that it hasn't been shipped or is this just the way it works?

Forgive my asking this, but are you certain you ordered the physical disks? It's available as a download only version—at least, mine was.

If you did order the packaged version, I think it depends on where you live as to whether you get a shipping confirmation. I just checked my mail archives and found that when I ordered Yellow Tools Candy (which was only available as a physical product at that time), I received an order confirmation from the U.S. payment processor (Cleverbridge), but I did NOT receive a shipping notification. The package just showed up a few days later.

I hope that's of some help.

Yeah, I'm pretty sure - I got charged with shipping fees so I hope I'm right!

Thank you for the info! I also got the Cleverbridge e-mail so I guess it must be (or at least is going to be) shipped. Can't wait for it (and especially Candy!).

BTW I also have to links to download but 70gbs on my puny line is going to take forever.

[duclon]

It looks like they are DOA. I've tried to use the e-license in 2009 with version 2.5. I used all three activations trying to get it working and then went back to the hardware key after Christian said it worked better.
Originally in 2009 I asked Christian to clear my activations with no reply or results. the sampler performed so poorly I really never used it.
So I made the mistake in ordering the version 3 upgrade in Dec 2010, thinking they may have fixed the multitude of issues with the product and found it only uses the e-activation. I also paid for the freaking dvd set of samples. I've now sent dozens of emails and requests to clear my activation so I can try and use the product(version 3 with the 2.5 samples) and got no reply. So i wasted more money on this this company. Live and learn, I must be a slow learner as I've given them hundreds of dollars and never used their useless software.

i wholeheartedly recommend anyone considering purchasing any products from this company run the other way. Don't let the cheap prices fool you into ordering from them. You will regret you purchase sooner or later.
Save up a little extra and do what I did and get Kontakt.

[cevin]

When I updated from Independence Pro 2.5 to 3 I had some little problems too. The sampler doesnt find the layers etc. but I found somewhere here help. At the end it was very easy. Since then I never had problems with IndependencePro 3.

The sounds load so quick! Sound is great....so!

In comparison I use Cubase 6 and tried the Trial version of HalionSonic.
More sounds as in Independence but its stil a workstation and the sounds are worth than in IndependencePro. I did some songs and compared both. Also IndependencePro load much bigger samples und much less time.
In HalionSonic it takes time.... and eat a lot of CPU.

With the free ChickenTranslator I converted some multisamples to Independence format. Only some tuning and these patches work fine.

So Im very happy with IndependencePro.

[P.T.]

When I updated from Independence Pro 2.5 to 3 I had some little problems too. The sampler doesnt find the layers etc. but I found somewhere here help. At the end it was very easy. Since then I never had problems with IndependencePro 3.

The sounds load so quick! Sound is great....so!

In comparison I use Cubase 6 and tried the Trial version of HalionSonic.
More sounds as in Independence but its stil a workstation and the sounds are worth than in IndependencePro. I did some songs and compared both. Also IndependencePro load much bigger samples und much less time.
In HalionSonic it takes time.... and eat a lot of CPU.

With the free ChickenTranslator I converted some multisamples to Independence format. Only some tuning and these patches work fine.

So Im very happy with IndependencePro.

I have been trying to install the 3.0 upgrade.
I already have 2.5 installed and am having no luck getting 3.0 to work.

If you remember where you went for help to get this working could you tell me here so that I can try?

I have gotten as far as the interface showing. The samples show up in the browser, but when I try to load one I get a message that Ind Pro 3 needs to be authorized.
So, I try to start the authorization manager and get an error that it can't start because it is not configured properly and that reinstalling may fix it.

I reinstalled many times and it still won't work.

[cevin]

.

I have been trying to install the 3.0 upgrade.
I already have 2.5 installed and am having no luck getting 3.0 to work.

If you remember where you went for help to get this working could you tell me here so that I can try?

I have gotten as far as the interface showing. The samples show up in the browser, but when I try to load one I get a message that Ind Pro 3 needs to be authorized.
So, I try to start the authorization manager and get an error that it can't start because it is not configured properly and that reinstalling may fix it.

I reinstalled many times and it still won't work.

It worked for me with the folowing tip from KVR forum:

"You can't use the existing layers from 2.54. So you need to go to your user account then where it says downloads and click there. This will give you a list of all your registered products and available downloads.
(IMPORTANT!! If you've bought version 3 you need to register it first before it becomes available in your download section.)

At the bottom should be the installer for the version 3 update. Just above that there is a download link:
Quote:
Independence Pro Product Folder for Independence Pro Software Suite 3.0 Mac OS X & Windows
Independence Pro Product Folder for Mac OS X & Windows
This Independence Pro Product Folder is required for the Independence Pro Software Suite 3.0.
Included are the Independence Pro Instrument Layers and documents for the installation and activation.
The Independence Pro image files has to get copied into the "image files" folder inside the Independence Pro Product Folder.

Independence Pro Product Folder for Independence Pro Software Suite 3.0 (Mac OS X & Windows) (Größe: 67.90 MB)

So that needs to be downloaded. When you up unzip this folder it gives you the layers for version 3 and a choice of Mac OSX or Windows. The mistake I made was putting my image files into that folder which didn't seem to work. What you need to do is to create a brand-new folder on your samples drive call it "Independence Sounds" or something. Next copy the layers folder from the newly downloaded product folder into that new folder. There is also an "Image files" folder but thats empty. You can either copy that folder to the newly created "Independence Sounds" folder or create a new one with the same name . Whatever - then copy the image files into that folder. You should then have two folders one named layers and the other named image files.

Next open Independence V3 either standalone or VSTi and click on the preferences tab and navigate through the library tab. Make sure you choose the newly created "Independence sounds" for folder for your library. Click on "Save Preferences" button and re-start Independence Pro.

Now when you click on the load instrument section and try to load an instrument a window should pop up asking you to authorise the library. So it's a case of logging onto your account and copying the product code and then waiting for the response to be generated. Then copy and paste that response code into your authorisation window and hopefully everything will be working."

greetings Cevin

[markuc]

Yellow Tools support works not for me ... i wrote 4 mails and many support forms - no answer ... and forum works not to ...
I need only my Independence Pro license transfer to new computer ... can you help me please ?

Thanks ... and sorry my English

[ZombyWoof]

After complaining on this and other forums for many months, I finally received a satisfactory response from Yellow Tools and my software is now authorized. For the sake of fairness, I wanted to write here that my problem has now been solved.