KVR Audio

Tomarkus · Post by **Tomarkus** » Wed Nov 03, 2021 5:08 pm

Here are my 3 cents to the discussion about the Hornet support.

After watching one of the Polarity Music about The Normalizer, I've instantly bought it. The old version 1.2.x was working great on Bitwig and Ableton, but after introducing the update to version 1.3 is basically stopped working on Bitwig version 4. The plugin loads up, but in most cases, UI is not loading up correctly, sometimes the text is corrupted, like this:
https://drive.google.com/file/d/12NdalA ... sp=sharing

Of course, I have tried to reinstall the plugin, use vst2, change bitwig settings, etc. For some who have spent the last 12 yeast in software quality assurance, this is a clear example of a CRITICAL/BLOCKER issue due to its severity and reproducibility. On September 29th I have created a support ticket about this with a lot of details explaining what is going on. I've also mentioned that I'm happy to help here and join for a zoom/meets session, share my desktop, and help to debug it since this is still happening on my machine. Since the 29th of September, I've sent 6 messages and 2 emails. Full (one-sided) conversation:

HoRNetTheNormalizer doesn't work well with Bitwig.jpg

Till today I've not received any reply. Don't get me wrong - I don't expect superb support after paying 15 EUR for 2 VST plugins, but I don't know if ignoring your userbase is a great business strategy, especially those, who are willing to spend a considerable amount of time providing more details and help out here as much as possible.

kPere · Post by **kPere** » Thu Nov 04, 2021 11:43 pm

Shortly after Saverio replied in this topic, we contacted through email with my issue. Exchanged like 2 messages, where he admitted that its a strange issue indeed and basically thats it.

Nice example of how customer support (which I usually dont care about that much) destroys good opinion about a dev. Good job! There are free tools that are better, more stable and have better support, so Hornet is out of the market for me.

HoRNet · Post by **HoRNet** » Tue Nov 09, 2021 12:20 pm

kPere wrote: Thu Nov 04, 2021 11:43 pm Shortly after Saverio replied in this topic, we contacted through email with my issue. Exchanged like 2 messages, where he admitted that its a strange issue indeed and basically thats it.

Nice example of how customer support (which I usually dont care about that much) destroys good opinion about a dev. Good job! There are free tools that are better, more stable and have better support, so Hornet is out of the market for me.

Well, honestly not every issue can be fixed easily without being able to reproduce it, and in this case, you are the only one having it, also is not reproducible on the three machine I used for testing, so I've nothing else to say. Of course you can ask for a refund since it's your right.

Saverio

kPere · Post by **kPere** » Tue Nov 09, 2021 1:31 pm

HoRNet wrote: Tue Nov 09, 2021 12:20 pm
kPere wrote: Thu Nov 04, 2021 11:43 pm Shortly after Saverio replied in this topic, we contacted through email with my issue. Exchanged like 2 messages, where he admitted that its a strange issue indeed and basically thats it.

Nice example of how customer support (which I usually dont care about that much) destroys good opinion about a dev. Good job! There are free tools that are better, more stable and have better support, so Hornet is out of the market for me.
Well, honestly not every issue can be fixed easily without being able to reproduce it, and in this case, you are the only one having it, also is not reproducible on the three machine I used for testing, so I've nothing else to say. Of course you can ask for a refund since it's your right.

Saverio

Its more about the contact with a customer. I didnt even get an answer that its unfixable. Matter of respect for us, I felt like an unpolite intruder when trying to get any help from you.

Tomarkus · Post by **Tomarkus** » Fri Nov 12, 2021 10:17 am

I wanted to share an update about my story with The Normalizer VST mentioned a couple of posts above - the story has the happy end:

Screenshot 2021-11-12 at 11.13.37.jpg

It seems that mentioned Support issues were temporary. Thank you Saverio for your hard work!

yzcoruhT · Post by **yzcoruhT** » Thu Jan 06, 2022 2:02 pm

I bought a Hornet plugin during December sale (Dec24) - there's no demo, 15 days money back guarantee.

Just 3minutes after installing plugin I asked for refund, since "simple" metering plugin is CPU hungry. No answer.

I send another message few days ago using "Contact Us" form on website. No answer.

Is there any other way how to contact anyone from Hornet?

kPere · Post by **kPere** » Thu Jan 06, 2022 4:45 pm

Keep bragging on forums, maybe one day Saverio will respond. Even then success is not guaranteed. But you are not the only one waiting.

kidslow · Post by **kidslow** » Sat Jan 08, 2022 11:22 pm

In my experience, best way to contact them would be to login to your account on the website and use the contact link there, selecting from the various pulldowns related to your issue. I've not had any problems with support using that method. YMMV

kPere · Post by **kPere** » Sun Jan 09, 2022 12:13 pm

kidslow wrote: Sat Jan 08, 2022 11:22 pm In my experience, best way to contact them would be to login to your account on the website and use the contact link there, selecting from the various pulldowns related to your issue. I've not had any problems with support using that method. YMMV

Yeah it used to work like that in the past. Long gone.

yzcoruhT · Post by **yzcoruhT** » Sun Jan 09, 2022 1:02 pm

I don't know why, but in past I always got a reply in few days and I never had an account or own a single plugin. Now I bought one plugin, in 5 minutes after purchase I asked for refund (since there's no demo and CPU was really funny), but no answer. I just hope that Saverio and Hornet team is OK. F**k my 5€!

kidslow · Post by **kidslow** » Sun Jan 09, 2022 6:57 pm

My request to transfer a plugin to another user less than 2 weeks ago went through, so someone was minding the support queue there ... or was as recently as the last week of 2021.

MogwaiBoy · Post by **MogwaiBoy** » Sun Jan 09, 2022 10:17 pm

License management/transferring must be a fulltime job for some of these developers. Spare a thought for small ones like HoRNet. He's allowed to take a Christmas break too, right?

But it also reminds me of Voxengo's clever 100% automated transfer process. Goto your account, transfer licenses section, check which ones to transfer, enter receiver's email or username, get a verification email, click the verification link - done. No fees and no wait times. The developer doesn't need to lift a finger!

robindrieghe · Post by **robindrieghe** » Mon Jan 10, 2022 8:42 am

i fell out of the 15 day period, bought something out of gas and just didnt try it quick enough so i am stuck with a totally non working plugin in my host.
recently bought an update but once again, totally not working in my host.
got a refund from the update but i am still stuck with the old version.

not alot of money, but will never buy hornet again.

briefcasemanx · Post by **briefcasemanx** » Mon Jan 10, 2022 9:32 am

I'm not a huge fan but only because I bought a ton of expensive plugins. If I had a low budget they'd be amazing value plugins, maybe unbeatable as a whole, but I don't have a low budget.

31 is really, really good though regardless of budget IMO.

HoRNet · Post by **HoRNet** » Tue Jan 11, 2022 9:46 am

MogwaiBoy wrote: Sun Jan 09, 2022 10:17 pm License management/transferring must be a fulltime job for some of these developers. Spare a thought for small ones like HoRNet. He's allowed to take a Christmas break too, right?

But it also reminds me of Voxengo's clever 100% automated transfer process. Goto your account, transfer licenses section, check which ones to transfer, enter receiver's email or username, get a verification email, click the verification link - done. No fees and no wait times. The developer doesn't need to lift a finger!

I've thought about creating something like that in the past but to be honest we don't receive the amount of transfer request to justify the time investment to build such system.

Saverio

Hornet Opinions?