KVR Audio

tlvid · Post by **tlvid** » Sun Jul 06, 2025 3:05 pm

They were incredibly rude and condescending to me. No more business for them.

whyterabbyt · Post by **whyterabbyt** » Sun Jul 06, 2025 3:57 pm

Teksonik wrote: Sun Jul 06, 2025 1:40 pm Is it possible that they're trying to use some form of A.I. now to handle support and it's just asking mindless questions?

Its possible, but the responses just seemed too simplistic ie a canned support script, cut-and-paste at random by someone who didnt read the ticket.
(And it would take an absolute bellend to set up an AI support bot that left gaps of 2-3 weeks or more before replying.)

Bombadil · Post by **Bombadil** » Sun Jul 06, 2025 4:13 pm

My experience with them has been mixed. While attempting to fix an issue with Sampletank, they ended up NOT fixing that issue (had to wait for update for that), but the guy did fix another issue (sound source paths were all over the place, don't ask me). A couple of other times, I got the runaround, and gave up.
My Missus once worked in customer support. She hated it because she had to lie on a regular basis. It was company policy. My Missus is the most honest person I've ever met. When her contract was up, she quit.

Maybe do a YT video?

Bombadil · Post by **Bombadil** » Sun Jul 06, 2025 4:14 pm

And companies with shitty support should be called out LOUDLY on forums like this.

revvy · Post by **revvy** » Sun Jul 06, 2025 4:31 pm

Bombadil wrote: Sun Jul 06, 2025 4:13 pm Maybe do a YT video?

Everyone who's been a member of KVR for 10+ years should have to make a YT video, face included.

Bombadil · Post by **Bombadil** » Sun Jul 06, 2025 4:40 pm

revvy · Post by **revvy** » Sun Jul 06, 2025 4:41 pm

Be good to see familiar names' faces and hear their voices.

I'll do mine for sure when I've been here 10 years. I might even make it about IK.

zerocrossing · Post by **zerocrossing** » Sun Jul 06, 2025 4:48 pm

They are terrible. Truly awful. Every time I submit a ticket, they come back a week later, asking me to tell them the steps needed to recreate the bug, as if I didn’t clearly outline them in the initial report.

Maybe it’s because I use Amplitube so much, that I come across a lot of bugs, but it sure seems buggy compared to most other plugins. Simple stuff too, that shouldn’t have made it past QA. Try adjusting the input level and watch it get stuck until you click off it. The Transatlantic amp has a weird high gain sound on the dirt channel that you can hear under everything. The tap delay freezes if you have the feedback too high.

But it honestly sounds great. There’s not another amp modeler that offers as much variety at a high quality for a low price point. So I put up with it, bad support and all. I just wish they had a QA team that went through things before they released them.

Bombadil · Post by **Bombadil** » Sun Jul 06, 2025 4:52 pm

revvy wrote: Sun Jul 06, 2025 4:41 pm Be good to see familiar names' faces and hear their voices.

I'll do mine for sure when I've been here 10 years. I might even make it about IK.

Welp,
My mug has been seen here a few times. As for seeing and hearing, I'm kinda glad I'm not out there. I'm careful/paranoid enough to conclude that having my face and voice out there together is a bad idea, given AI tools to mimic them.

elxsound · Post by **elxsound** » Sun Jul 06, 2025 5:04 pm

f**k. That’s a horribly disconnected support service.

Hopefully Peter can escalate this to the right people, but as I’ve seen the same comments in the other threads, I’m guessing they know there’s an issue?

Still, need a better support response.

*and I stopped using IK just to simplify things.

seangm · Post by **seangm** » Sun Jul 06, 2025 5:16 pm

whyterabbyt · Post by **whyterabbyt** » Sun Jul 06, 2025 5:17 pm

Bombadil wrote: Sun Jul 06, 2025 4:13 pm Maybe do a YT video?

I think it'll get more attention here, tbh.

jamcat · Post by **jamcat** » Sun Jul 06, 2025 6:57 pm

IKs internal job performance metrics for tech support staff is based on tickets responded to, not issues resolved. That’s the problem right there.

CapnLockheed · Post by **CapnLockheed** » Sun Jul 06, 2025 9:00 pm

Careful.....last time I went on an IK rant the mods suspended me.

Rabid · Post by **Rabid** » Tue Jul 08, 2025 12:31 am

This is a lot like the support I got from Native Instruments recently, and the difficulty in getting past the AI and getting an actual person to read my ticket. Issue, Kontakt was installing as DEMO on my new computer. Everything else in Komplete installed fine. What I noticed is that I had a voided Kontakt SN in my account from buying a S49 MK3 and then returning it because of issues. Kontakt comes with the S49 MK3. In my original ticket I told them that this could be the cause of my issues. After 4 weeks of dealing with AI responses telling me to check settings, change permissions, and reinstall software I finally got an email from a real person saying "We deleted the voided Kontakt SN. This should fix your issue. Please try now and let us know."

4 weeks to get a real, knowledgeable person to read my ticket and acknowledge that I was probably right, and then delete the voided SN from my account. And yes, that did fix the issue.

A diary of dealing with IK Support; a farce finally resolved more than 5 months later.