KVR Audio

michael2 · Post by **michael2** » Wed Jul 10, 2013 5:21 pm

I recently got a new computer and had to reload everything. tedious at best, nightmarish at a few points. through no fault of anyone but me, some of my serial numbers and backups had gone unaccounted for. some of them I couldn't even remember what email account I had purchased them under. in light of this (and the fact that a bunch of my plugs were purchased second hand on KVR), a few companies/developers really stood out amongst the pack. some of the companies have yet to respond after 2 weeks (I won't say who), but those listed below were outstanding and I just wanted to praise them to the skies:

Valhalla: I sent Sean a PM on KVR as I couldn't remember where my license key was and what email I had purchased under. within 10 minutes he had sent me an email with a new license key, a download link and some friendly chatter. 10 minutes. and it was 11pm. excellent service.

Sinevibes: not only did he provide new links after I lost everything, but he actually gave me 2 free plugs that were added to a bundle long after I purchased it. outstanding.

Nomad Factory: replied to my questions within an hour, and then helped me work out a problem in a series of emails. I was up and running in an hour and a half.

Camel Audio: quick reply, and gave me a list of everything I had ever downloaded and pointed out the stuff that I had neglected to download.

Esoundz: quick turnaround on the email, and when things got wonky with Ocean Way Drums, we figured it out together over the telephone. Even though they weren't sure what was going on at first, it was nice to have them on the phone giving moral support as we figured it out. ended up working perfectly and they were just really nice guys.

who do you find has the best customer service? I really think that this may be a major selling point for me in the future.

masterhiggins · Post by **masterhiggins** » Wed Jul 10, 2013 5:32 pm

Psp audioware has outstanding customer service as does Fabfilter.

michael2 · Post by **michael2** » Wed Jul 10, 2013 5:34 pm

masterhiggins wrote:Psp audioware has outstanding customer service as does Fabfilter.

ah, I neglected to mention PSP. they got back to me within 2 days when I had an authorization issue.

Gosh · Post by **Gosh** » Wed Jul 10, 2013 5:49 pm

i have had some very nice experiences with peter from linplug, steve from synth magic, dave and chris from gforce, simon from patchpool. simon even sent me new download links for a sample pack which i had lost and two weeks ago when i upgraded my old melodyne cr8 to the full melodyne studio and editor (for a fabulous price) i needed a reset of my authorizations which the guys from celemony did within an hour or so on a sunday (including a friendly reply by email).

FiascoAndretti · Post by **FiascoAndretti** » Wed Jul 10, 2013 6:03 pm

Toontrack is very quick and effective as well

michael2 · Post by **michael2** » Wed Jul 10, 2013 6:10 pm

Gosh wrote:i have had some very nice experiences with peter from linplug, steve from synth magic, dave and chris from gforce, simon from patchpool. simon even sent me new download links for a sample pack which i had lost and two weeks ago when i upgraded my old melodyne cr8 to the full melodyne studio and editor (for a fabulous price) i needed a reset of my authorizations which the guys from celemony did within an hour or so on a sunday (including a friendly reply by email).

new download links for a sample pack? that is pretty nice of him.

Panphobia · Post by **Panphobia** » Wed Jul 10, 2013 7:07 pm

My experiences, because exceptional service is truly a rare thing so lets bring attention to it:

-Jbridge: fast response, and I even got a custom coded release to solve a system specific bug I was having. Now thats great service!

-Big Tick: Fast and helpful

-Native instruments: Not all that fast, but seeing as its a big company I can wait a day or two. Great service.

-Steinberg Cubase: Even though I sold Cubase due to lots of bugs, I have to say that their customer support was reasonably fast and very helpful.

-Imageline (ezgenerator): Custom updates for little ole me? Fast and very in depth support. The devs may be different for their other products such as FL but for EZ the service is great.

-Toontrack: fast to answer questions.

-Hollow sun: Very fast, courteous, perfect service all around.

-Synth Magic: See Hollow sun. The high quality of these products makes me suspect some conspiracy. Are clones of the same people running these two companies?

-Sound Iron: fast and helpful.

OK thats all folks!

Tricky-Loops · Post by **Tricky-Loops** » Wed Jul 10, 2013 7:11 pm

I'm just wondering that you praise Nomad Factory as there were pretty much complaints about their customer service in the past...

Aloysius · Post by **Aloysius** » Wed Jul 10, 2013 7:20 pm

Sally from Burger King

michael2 · Post by **michael2** » Wed Jul 10, 2013 7:50 pm

Tricky-Loops wrote:I'm just wondering that you praise Nomad Factory as there were pretty much complaints about their customer service in the past...

I must have missed that thread. i can only speak from experience. i suppose it is always possible that maybe they saw that there were complaints about their customer service and remedied the situation. in any case, I don't work for them or anything (I work at a syringe exchange program in LA).

tibah · Post by **tibah** » Wed Jul 10, 2013 8:30 pm

Well, there are many great examples, but I can give you one of the worst...

And the winner is... FAW.

Prologue - I requested a new registration code, since they use C/R. After 3 days I got my first reply, which basically was "did you manage it?". Ehm, no, that's why I'm requesting support.

3 more days and I got Circle back up and running.

Reporting a bug and asking about the process of reselling Circle. Another week passed for their approval how to sell Circle, no word on the bug report though.

Now, selling Circle...

Around 35 days ago I sold Circle to someone else, theoretically (Hi Theo

). Well, in fact I never did. Eventually I got an e-mail saying "done", but no license was transferred, no new key received. So we canceled the sale and I refunded the money, writing them another e-mail about the canceled sale. Even now, I never got any e-mail, beside the false mail of executed transfer. No sorry, no "ok, we know now the sale is not going to happen", no "lolcats?", nada.

On the sunny side of developers with good support - Rob Papen, NI, Sugar Bytes and Tone2.

tehlord · Post by **tehlord** » Wed Jul 10, 2013 8:37 pm

I was recently MOST impressed with Focusrite customer support.

Fast, knowledgable and courteous email responses.

PhinkTink · Post by **PhinkTink** » Wed Jul 10, 2013 9:39 pm

emotica wrote:And the winner is... FAW.

+1 for Gavin/FAW, looks like he will set up a new record in not responding or reacting on anything.

i forget to say...

presonus impressed me with very very fast license transfer (i put this into the support area) so, a serious meant +1 for the dudes of presonus.

hibidy · Post by **hibidy** » Fri Jul 12, 2013 5:20 am

Aloysius wrote:Sally from Burger King

+1

Nobody knows onion rings like Sally.

PatchAdamz · Post by **PatchAdamz** » Sun Jul 28, 2013 10:52 am

Gosh wrote:i have had some very nice experiences with peter from linplug....

Good company, great service!

best customer service awards