Wavelore ...Mark Belbin??

[Sequent]

So, I guess you aren't going to be getting something to take advantage of the Winter Sale?


I really like the Wavelore libraries that I own. I was kind of worried about Mark and hoping he was alright, but I noticed the other day that he is obviously well enough to arrange the announcement of a sale (I'm assuming that Ben just doesn't post these things himself out of the blue!). You probably did the right thing and at this point it's most likely time for the rest of us to move along. Nothing to see here.

After nearly a month of not getting a download code nor any responses to my e-mails, phone call and Paypal dispute, I finally filed a Paypal claim against Wavelore. I felt I had to do it before time ran out on the opportunity to do so. Even after filing the dispute and claim I didn't hear from Wavelore. Paypal ruled in my favor, so I will be getting a refund. It's too bad because I would love to use the instruments. It's befuddling because it seems so easy to send a download link. I don't get it. I wish I understood what was going on. Anyway, if you order from them make sure you're in a gambling mood.

[don1thedon]

After nearly a month of not getting a download code nor any responses to my e-mails, phone call and Paypal dispute, I finally filed a Paypal claim against Wavelore. I felt I had to do it before time ran out on the opportunity to do so. Even after filing the dispute and claim I didn't hear from Wavelore. Paypal ruled in my favor, so I will be getting a refund. It's too bad because I would love to use the instruments. It's befuddling because it seems so easy to send a download link. I don't get it. I wish I understood what was going on. Anyway, if you order from them make sure you're in a gambling mood.

I can relate to that perry45, and fully understand why you would take that course. It's such a shame that Mark appears to be struggling with potential customers when we know the quality he is able to deliver (eventually!).

[rrichard63]

Does anybody have any recent (October-November 2013) experience with Wavelore's customer service? I want to buy their Pedal Steel library, but won't send them the money unless I know I will actually get the software and that support will be available.

Thanks in advance.

--Bob Richard

[jancivil]

Yeah, I got this on Nov 13:

Hi Wavelore Customers,

Apologies for a repeated e-mail, and the flawed login info sent out yesterday, if you received it. I have fixed the problem, and am sending again with fingers crossed! I'd also like to thank everyone who sent me descriptions of the problems they encounters - that was invaluable to the process of fixing the issue.

Many of you have followed up with me for one reason or another over the past year - It's time for a follow-up from me.

First of all, my sincerest apologies for any delays in the delivery of orders. Last year when GLIDE II was released, the success of the product caused some problems at Wavelore - most notably the difficulty of managing mail lists for efficient communication with customers in the midst of order processing and enquiry management. This difficulty prompted me to delay completion for the pursuit of a better system; While there are turn-key solutions out there, none really matched my needs, as I also (desperately) needed a robust and secure auto-delivery system. So I ended up researching how to implement such a system myself. Well, it's over a year later, and this e-mail is brought to you by the fruits of those labors.
Another outcome of this work is the much-too-long-needed auto-delivery system that we now finally have. Unfortunately, many of you have had to wait inordinately long periods of time for your products, where earlier implemetation of this solution would have saved us all some significant pains. Please believe me that a satisfactory fix to this problem was a very difficult task (despite electronic delivery being so common all over the web).

Now let me draw your attention to another positive outcome of the last year's web-development efforts: The Wavelore Instruments User Area! At the bottom of this message is your personal login information for the User Area, where you can go to download your instruments anytime. Anyone who has an outstanding order should also find the product(s) hosted there. Please go have a look, and let me know if any of your Wavelore Instruments are missing; The system, despite being rigorously tested, is new, afterall!

I've also, as recompense for the poor communication during the interim, add a free copy of our latest instrument (The Wavelore Brush Kit) to everyone's account. I hope you enjoy it.

Finally, past customers will probably know that we've offered significant loyalty discounts on new products to existing customers as of release time. Many times, folks have lost or not received the notification e-mails containing their exclusive PayPal links to these deals. If you have qualified in the past for any of these offers, they have not expired, and will always be available in your user area.

If you choose to continue giving us your support in future, our new system will send your links and update your User Area to include any new products immediately!
You can log into the User Area by visiting This Page. Your login e-mail address is the one to whom this message is addressed xxxx, and your arbitrary password is []. In addition to access to your products, the User Area also contains instructions on how to change your password or e-mail address.

Warm Regards,

Mark Belbin
Wavelore Instruments

[murnau]

i got that email also recently.

[rrichard63]

I bought Pedal Steel today and got my download links in a few minutes. The new automated response system and user download area appear to be working, with a few minor rough edges (every customer's first name is "Invalid" and passwords are shown as plain text on the screen).

[eDrummist]

I just received an email from Mark a few days ago. He was just checking in to make sure everything was all right with my downloads and that I had the latest update for Glide, as his system didn't indicate I had it. In my experience, Mark has always been a really solid, honest and helpful developer.

If I was having a problem with a download and he wasn't responding, I would, in order, try (1) sending an email from another account and reference the email address I used in my registration, (2) try emailing the message to ALL the various Wavelore email addresses and finally, (3) hunt down his phone number and call him. But again, my experience with Mark/Wavelore is that he is a decent and trustworthy person, so I have confidence if I experienced any issues, they would be resolved fairly. I also realize it's a one man operation.

[TheSteven]

As a customer I have no complaint with the product.
But the customer service is non-existent.
I'm having an issue and haven't got a response to any of the 3 emails I sent spanning of a couple of weeks.

I purchased a bundle package a couple of years back.
And when I got the email for the new promotion I thought I'd redownload the bonus item mentioned in the email and 2 of the items that I own but never used because they got lost/misplaced/forgot about.

One of the libraries, Clavichord - I'm having problems with downloading from the User Area
* The download link is bad
It's not too hard to figure out the correct link based on the other products I own but when using the correct link the download is corrupt.
No matter what browser I use - only the first 170 meg of the file downloads and I don't have an issue with the downloading the much larger libraries.

Have tried to contact Wavelore but haven't gotten any response to any of the emails listed on their web's Contact Area.
One of the 4 email listed is just invalid - info@wavelore.com bounces back as 'failed permanently' - "No Such User Here".

I bought the library bundle for Pedal Steel, so for me the Clavichord was a bonus and as such its not worth my time to spend any more effort on this.

I not saying don't buy Wavelore products, just don't count on getting vendor support if you have issues.

BTW I am fully sympathetic to Wavelore being a one man operation but it doesn't take weeks to respond to an email with a simple "got your email checking it out" or something similar.

[brazilian_samba]

I tried to be cool about that, but i must admit: i failed.
I need to ask:

- Could anyone here answer me how "Glide II" is on sale right now (announced at Wavelore's website) as a finished product, with all the 8 RR available?

Is it true? Is this fair???

Because I bought my copy in 8/14/2012 and never received the full product. Nor a reasonable developer's statement.
26 months. A world's record here?

And despite I have the right to complaint about it, my expectation to receive what I've paid for is fading away.
But i'm not comfortable to see such a bizarre add and stay quiet. I wouldn't like to see anybody else in the same position as I am.

I don't get that, really...

[Sequent]

I don't know what is going on in Mark's personal life. I hope he's okay. He seemed like a really nice person. The individual accounts was a good effort at providing better "self service" to existing users. Mark had/has some really nice libraries... some incredible libraries, but speaking strictly as a consumer I think it's fair to say that I would not recommend making any purchases from Wavelore at this time.

[rrichard63]

I wish Mark would add a short paragraph to his website about Glide II. Not an explanation or excuse, just a statement to the effect that what you are buying doesn't have round robins yet but might get them someday.

Having said that, I decided a while ago that I would rather support the great work Mark has done, than complain about what he hasn't finished yet. Since they are perpetually on sale (including two-for-the-price-of-one most of the time), his libraries are a good value for the money even without much hope of support.

I also hope Mark is okay and that we will hear from him soon.

[Sequent]

Communication is the key. A short message about Glide II (so that you know exactly what you are purchasing) as well as some sort of message about limited support is probably a good idea.

The libraries themselves ARE really nice.

[brazilian_samba]

Please, let me clarify what i'm trying to say.

We all humans here, right?
And we all do struggle with some kind of trouble in everyday life.
Eventually, we run out of money, we lose our jobs, we divorced, crash our cars, we get sick, we lost someone who we love...
Those are kind of troubles that everyone has.
But how many time is necessary to write an email in a period of two years? 5 min? 3 min? 10min???

I don't know Mark Belbin.
What i know: he is a super talented guy, who made some of the most incredible virtual instruments around. Period. I got 3 of them. Well, 2 and a half...
And I also know: he is a very bad businessman. Unfortunately.

If Mark is really sick, who uptaded his website announcing the sales? And who is the person that started two facebook's friendship in 10/01/2014 for him?
And most importantly: why the very same person who did that didn't write to us, Wavelore's customers, explaining what's going on? Is it too difficult? I guess not.
And please, don't tell me that it's necessary more then two years to fix a problem with an email account, this is ridiculous.

I will tell you again: I don't have the intention nor the time to start a a campaign against Mark.
I prefer to spend my free time (which is very little) to hang out with my 15 years old kid, my wife and my dog.

But i will never be comfortable with that kind of situation. Sorry about that.
What i want, is a word or two. That's all!
I am positive that it is not too much to ask.

P.S. Mark, if you're there, you have to show up man!
And if you really sick, I wish you get better, ok? From the heart.