8DIO - My experience

[mgw38]

I just don't want the file on my drive. It's full.

I am absolutely going to use that phrase in some of my emails.

[dandezebra]

[GearNostalgia]

Before I make any purchase from any company, I try to understand their politi...eh, policy behind the product. All companies have to have a policy. We can like it or not. It is quite frustrating when you are spending this kind of money knowing that if the product is not what you want/need/like etc. that there is zero recourse. Unless a product is clearly broken as a whole there is not much we can do.

Totally agree with you here. What we can do is to act before entering a deal. I did not see the signs of warnings in time. So what I am doing now is to make this as clear as possible for future customers, there are some companies that have better policies. I made another thread to list the terms viewtopic.php?f=42&t=507014 .

That is why, when faced with this issue, and no demo is available, I listen to every example I can get my hands on, or simply steer clear of it.

Agree, and that is also reflected in above mentioned list. If you can try it in full before paying full price it is fair enough on the customer.

In no way am I excusing 8DIO's policies. But software, especially expensive software, cannot be viewed the way we view getting a bad meal and expecting it to be comped or replaced. There are many issues from piracy to fraud to expenses that cause a policy to be in place that doesn't exist in a standard consumers market. And from what I read, you were offered a refund. If that is what you wanted, you should take it and drop this.

Well you are sort of excusing it with the piracy tradition (which is an agrument that was posted a lot on VI buy other devs). As I have stated before, shifting the blame over on me for not mailing them ASAP and swiftly retracting from it has not changed the situation. For over a week I mailed them and tried to connect with them on said mail. It was just like hitting my head to the wall. I gave them several days to reconsider if they really did not want to offer me any kind of solution. Then I posted my experience about this treatment. The threads was up for some weeks and the discussion was stale moste of the time and heated on some days. I know now that they had contact with the Admin of forums and stated their case do get the threads removed.

In all this time they did not approach me. If they really were sympathetic and cared for their customers. Why on earth did they pick up any of my mail cases to their customer service and say something like "We have reviewed your case and we have an offer for you..."

No, they don't want to solve it, they just employ any new ways to state case closed.

Actually I never wanted a refund from the start. I wanted to become a happy customer and find the right vocal instrument for my hobby. My first discussions with them was about how they could help me to get another product after that bad choice, but they did not want to swap it out or give some some discount on another product or anything. So it escalated into something else. I have accepted it as a fact that the money is lost for me, but I would hate to see this happen to others over and over again - after all there are brands with better terms.

The error of this library does not merit this much drama considering professionals around the world use it every day and it works in their (and my) conditions without ever a notice of the few short-comings. That goes for most of my libraries. That is why I have dozens of different libraries that do the same thing: to use what works in a given scenario. Dominus is fantastic, but would never fit when I needed an epic screaming choir. Lacrimosa is great but would not be useful for a children's choir or softer passages. Olympus is good for longer droning situations, but lacks good syllable building...which EWQL covers but the sound is not as rich, etc. etc. etc.

Yes, I agree. It is not about the error in the product, but about how it has been handled that cause the drama. They could have settled this in so many ways. Some stated that it could have been easily fixed with some editing/filtering in the library to fix it. Seems to me like adding an update like that to a 600 dollar premium library could have been a way to go. Or offer some swap/trade/discount... All drama free

That is why so many have told you that we have to work to the strengths of the choirs. Tony Banks said he wrote the intro to Watcher of the Skies working around the notes on his Mellotron that were out of key. Instead of taking that Mellotron back and demanding his money and telling everyone to avoid them, we are blessed with an epic opening to the Foxtrot album. Something to think about.

No offence mate, but I really don't care if a pro can tiptoe around the problem areas. I did not expect to have to work that way. This is a bit like saying that you can sell a guitar with one string missing cause Santana can make wonderful music playing the other strings and if you want to play that missing string you are just not good enough. It is a bit insulting.

[GearNostalgia]

I don't buy anything you argue because of the tactics you use to try and make yourself seem authoritative (which appears to require making others seem ignorant if not plain stupid).
Someone reported a whistling sound and made a demonstration of something they found using what seemed to me a hasty method, but on certain notes in the middle range there is a pronounced, to me very ugly sound.
Then you decided that because you don't much like what that guy did at another whole forum, not being very responsive to you practically in real time there, there's this whole top-down assessment from you of what other people perceive wrongly, there can't have been a problem because you know better.

Actually Paoling has come across as one of the most reasonable guys in this debate, but you are right it comes across as tactics to belittle us as customers.

[Armagibbon]

Hey man you got some consumer law bout software refunds where you live?
Hell if I got some wack software from a guy who just wont take it back and give a refund Id call the bank and stop the charge on the card. Way I see it... never gonna do business with the guy again so its no loss and I aint gonna take a loss to learn it.

[zyzygis]

I am having problems getting through to them concerning being changed twice for the same product.
I sent a message to support but got no reply. Now trying to login and my password is rejected. Trying to reset my password is not working, I get sent a response with the link to reset missing.
I am not sure what is going on here.
Are they unprofessional or just being evasive?
I will keep trying and report back.

[GearNostalgia]

Hey man you got some consumer law bout software refunds where you live?
Hell if I got some wack software from a guy who just wont take it back and give a refund Id call the bank and stop the charge on the card. Way I see it... never gonna do business with the guy again so its no loss and I aint gonna take a loss to learn it.

Well of course we have, but I am not sure if european law applies here. And I am not sure what Paypal thinks about it.

[dandezebra]

I am having problems getting through to them concerning being changed twice for the same product.
I sent a message to support but got no reply. Now trying to login and my password is rejected. Trying to reset my password is not working, I get sent a response with the link to reset missing.
I am not sure what is going on here.
Are they unprofessional or just being evasive?
I will keep trying and report back.

Did you try chat?

[GearNostalgia]

I am having problems getting through to them concerning being changed twice for the same product.
I sent a message to support but got no reply. Now trying to login and my password is rejected. Trying to reset my password is not working, I get sent a response with the link to reset missing.
I am not sure what is going on here.
Are they unprofessional or just being evasive?
I will keep trying and report back.

Did you pay twice for the same product?

It seems like a thing that they would sort out fast. Suprice me that they have not given you a response. They answered all my attempts to discuss my case really fast with short firm rejections.

Let us see how they respond. I guess your chances of getting the double fee back it pretty good now that you have voiced it in this thread. Just wait for their response.

[GearNostalgia]

Did you try chat?

The chat guys told me they are not allowed to solve issues so they will point to mail support. But it can't hurt to try chat to bump it up for attention.

[zyzygis]

I was told by chat to use support but I was unable to log in and the email to reset my password was missing the link to reset.
So it’s a bit ‘catch 22’ at the moment.

[GearNostalgia]

I was told by chat to use support but I was unable to log in and the email to reset my password was missing the link to reset.
So it’s a bit ‘catch 22’ at the moment.

You don't need to log in to mail them. It is just plain support@8dio.com .

I am sure thy will fix this. Not even I with my sad experience with them expect that they will not pay you back for the double. Unless if you have downloaded both. After all this "drama" I have strirred up it would seem beyond stupid of them to insist upon you paying double for one product.

So I would not be worried about that overspend if I were you.

[JonSolo]

No insult intended... just offering a point of view. It is hard to feel anything good after getting poor customer service, and that much I DO agree with, all other issues aside. I am sure that is the drive behind your posts.

There are many places I will not do business with, on both sides of the coin (as client or vendor) because of attitude. I really hate that because I think there are some good to these products.

Frustrating indeed.

[GearNostalgia]

No insult intended... just offering a point of view. It is hard to feel anything good after getting poor customer service, and that much I DO agree with, all other issues aside. I am sure that is the drive behind your posts.

There are many places I will not do business with, on both sides of the coin (as client or vendor) because of attitude. I really hate that because I think there are some good to these products.

Frustrating indeed.

No problem. It has been my motivation to do for others that I wish other could have done for me before. To make it absolutely clear that getting a product without any resale/refund option is a total gamble and pretty stupid if you are used to buying and selling products that you don't like, can't use or get tired of eventually.

Yes, it is a loose - loose situation. This was not the only 8Dio product that I was attracted to. Their other products may very well have been just right for me, but we will never know now. After this experience I will only buy from companies that clearly state that they assist in handling refunds/license transfers or make it easy and cheap to fully test their products.

[Jedinhopy]

Sorry for hijacking this thread:
But did Lacrimosa work for Kontakt versions below v5.4?

Even if the 8dio product page said:
(Full Retail Version of Kontakt 5.5 (or later) Required) .

Btw. I am a bit curious why you can not update to current Kontakt. Incompatibility issues?

(Operating System) Incompatibility, is due to (Native Instruments) , and not 8DIO's fault.