SampleTank 4 on the way

[chili beans]

Honestly, I’ve got nothing but good things to say about IK support. True, sometimes it may take them a few days or a week to respond but they always solved whichever problem I had.

Yes. IK Multimedia are beautiful and i love them..........

[VitaminD]

Still awaiting a response from the last contact with IK Multimedia Customer Support on June 18th.

[Saukar30]

My 2 cents (and only cause this is in a public forum):

IK (Peter or Ryan): Yall should really have someone from cust support talk to Vitamin D personally regarding this issue. If its an issue that IK hasnt accounted for (DPI mode in windows) be outright with it. Atleast tell him that it's being looked at and there should be a response at an UNDISCLOSED time when they figure it out. A month is a long time for anybody to hold out for a simple reply. Maybe a refund is an order at this point if it's an unresolved issue.

Vitamin D: After a month, Im not sure what steps you've tried to troubleshoot it yourself. Maybe trying to turn off that mode or reinstalling. Maybe reporting those steps & the results in the forum & back to IK support may help along the process. I understand its not really your issue and you shouldnt have to, (especially if its for your work) but at this point it seems you are determined to keep ST4. Why not help out the process?

[VitaminD]

My 2 cents (and only cause this is in a public forum):

IK (Peter or Ryan): Yall should really have someone from cust support talk to Vitamin D personally regarding this issue. If its an issue that IK hasnt accounted for (DPI mode in windows) be outright with it. Atleast tell him that it's being looked at and there should be a response at an UNDISCLOSED time when they figure it out. A month is a long time for anybody to hold out for a simple reply. Maybe a refund is an order at this point if it's an unresolved issue.

Vitamin D: After a month, Im not sure what steps you've tried to troubleshoot it yourself. Maybe trying to turn off that mode or reinstalling. Maybe reporting those steps & the results in the forum & back to IK support may help along the process. I understand its not really your issue and you shouldnt have to, (especially if its for your work) but at this point it seems you are determined to keep ST4. Why not help out the process?

They have talked to me via email about this.

May 30th I submitted the initial ticket

I waited..

June 6th they finally responded they were unable to reproduce the issue and asked for more information. I responded back within 20 minutes of their email with a screenshot and a licecap gif of the issue and mentioned it was DPI scaling related.

June 7th -- They promptly responded back and said since it was DPI Scaling related, told me to disable dpi scaling in windows and left it at that (their words 'this should resolve the concern.'). I responded back immediately that wasn't a solution and would like them to either fix the issue in their software or refund me the money I paid for ST4. Disabling a part of windows because your software doesn't interact well with it isn't a solution.

June 18th -- They finally respond thanking me for my patience and claiming "I am checking with my Dev team on this and will have some feedback for you this week. " The week ended on the 21st with no communication back from IKM.

It is now June 29th still with nothing... radio silence.. crickets chirping.. I feel they could have at least reached out and let me know they are still working on it. Especially after they directly stated they would get back with me last week, which they never did fulfill.

I've spent more time trying to get IKM to support their product than it cost me to buy at this point. It is frustrating. It is like they really don't care.

I was hoping they would get to it one way or the other (be it through an actual solution or tell me to pound sand) earlier on just because I was within a window to chargeback and force a refund. But now I'm beyond this time and at the mercy of a very apathetic IK Multimedia it seems.

I've been a customer for over a decade and never had an issue with support until now. It could be an issue related with Cubase, but even so Fabfilter fixed a very similar issue graciously in working with me on a software patch. U-he software scales fine without issue. And even IKM's own T-Racks 5 scale properly. So I really think there is an issue with Sampletank. Either way, they don't seem too ready to help and having to spend time repeatedly poking them to remind them I'm still here isn't really helpful... and this is only on a public forum because I feel it is my only recourse to getting a working solution since IKM representatives visit kvr regularly and IKM via email is not responsive at all.

[Fleer]

Definitely not cricket, VitaminD

[Fleer]

Honestly, I’ve got nothing but good things to say about IK support. True, sometimes it may take them a few days or a week to respond but they always solved whichever problem I had.

Yes. IK Multimedia are beautiful and i love them..........

Cool beans

[Saukar30]

My 2 cents (and only cause this is in a public forum):

IK (Peter or Ryan): Yall should really have someone from cust support talk to Vitamin D personally regarding this issue. If its an issue that IK hasnt accounted for (DPI mode in windows) be outright with it. Atleast tell him that it's being looked at and there should be a response at an UNDISCLOSED time when they figure it out. A month is a long time for anybody to hold out for a simple reply. Maybe a refund is an order at this point if it's an unresolved issue.

Vitamin D: After a month, Im not sure what steps you've tried to troubleshoot it yourself. Maybe trying to turn off that mode or reinstalling. Maybe reporting those steps & the results in the forum & back to IK support may help along the process. I understand its not really your issue and you shouldnt have to, (especially if its for your work) but at this point it seems you are determined to keep ST4. Why not help out the process?

They have talked to me via email about this.

May 30th I submitted the initial ticket

I waited..

June 6th they finally responded they were unable to reproduce the issue and asked for more information. I responded back within 20 minutes of their email with a screenshot and a licecap gif of the issue and mentioned it was DPI scaling related.

June 7th -- They promptly responded back and said since it was DPI Scaling related, told me to disable dpi scaling in windows and left it at that (their words 'this should resolve the concern.'). I responded back immediately that wasn't a solution and would like them to either fix the issue in their software or refund me the money I paid for ST4. Disabling a part of windows because your software doesn't interact well with it isn't a solution.

June 18th -- They finally respond thanking me for my patience and claiming "I am checking with my Dev team on this and will have some feedback for you this week. " The week ended on the 21st with no communication back from IKM.

It is now June 29th still with nothing... radio silence.. crickets chirping.. I feel they could have at least reached out and let me know they are still working on it. Especially after they directly stated they would get back with me last week, which they never did fulfill.

I've spent more time trying to get IKM to support their product than it cost me to buy at this point. It is frustrating. It is like they really don't care.

I was hoping they would get to it one way or the other (be it through an actual solution or tell me to pound sand) earlier on just because I was within a window to chargeback and force a refund. But now I'm beyond this time and at the mercy of a very apathetic IK Multimedia it seems.

I've been a customer for over a decade and never had an issue with support until now. It could be an issue related with Cubase, but even so Fabfilter fixed a very similar issue graciously in working with me on a software patch. U-he software scales fine without issue. And even IKM's own T-Racks 5 scale properly. So I really think there is an issue with Sampletank. Either way, they don't seem too ready to help and having to spend time repeatedly poking them to remind them I'm still here isn't really helpful... and this is only on a public forum because I feel it is my only recourse to getting a working solution since IKM representatives visit kvr regularly and IKM via email is not responsive at all.

Hope you can get this resolved. Its very unlike them to respond like this.

[dandezebra]

Peter, I've been paying attention to this situation with VitaminD. It sounds really similar to my situation a month ago. Can't someone send him an E-mail?

[Peter - IK Multimedia]

Peter, I've been paying attention to this situation with VitaminD. It sounds really similar to my situation a month ago. Can't someone send him an E-mail?

Our Support Manager is in direct contact with VitaminD

[VitaminD]

Peter, I've been paying attention to this situation with VitaminD. It sounds really similar to my situation a month ago. Can't someone send him an E-mail?

Our Support Manager is in direct contact with VitaminD

As of this writing, no one from IK Multimedia support has been in contact with me for two weeks.

When the Support Manager stated (on June 18th) he would be in contact with me by end of the week (on or before June 21st).

It is July 1st. Not that I really care anymore, but to say support is currently in direct contact with me is not what I'd consider accurate.

Two weeks is too long not to chime in via email and simply say 'were still looking into this' even if there is no news at this point, which no one has done. Actually, that message should have been relayed to me on June 21st instead of the silence I received. Service seems to be lacking in the IKM offices right now. I hope, for future customers, it improves back to what I remember from years ago.

Years ago, when I had an issue, support was prompt and thoroughly supportive at IKM. The past month it has been anything but supportive. Yet it is too exhausting to keep on you guys though, I shouldn't have to go through all these hoops. So I don't know if I really care anymore. Find a solution or not.. does it really matter?

[ravasb]

Edit-Deleted post.

[VitaminD]

FYI for anyone playing at home:

IKM Support finally responded back, said they were out of the office (thus why they didnt respond for 2 weeks). A lot of questions on the delay, but I didn't get into it and regardless they claim a code fix is coming near the end of the month.

[Fleer]

Sure hope it gets solved VD.

[telecharge]

SampleTank has been updated to v4.05
https://www.ikmultimedia.com/news/?item_id=7998

Changes from version 4.0.4:

• Added Tooltip display when hovering over the main bar icons

• Added assigned note info for instruments with multiple articulations

• Improved smooth scrolling in Library browser

• Selecting “Load Instrument” now focuses on the corresponding Part number

• Optimized character limit for Part/Note value input in virtual pads

• Loading Syntronik Multis now remove previously loaded instruments on Parts 5-16

• Fixed built-in Mod Wheel not sending MIDI CC values to assigned MIDI correctly

• Fixed an issue with Pads Mode not reacting properly after recalling saved project

• Fixed an issue with Auto Pan potentially affecting audio when depth set to 0

• A Sound Library Update 1.4 is available. This adds new Brass and Woodwind instruments with key-switchable articulations and fixes an issue with Trombone 2 Staccato not installed properly (available for ST4 MAX and Standard only)

• Added a new key switch articulation instrument: Cuban Trumpet (available for ST4 MAX and Standard only)

[Burillo]

no crash fixes? those still happen...