KVR Audio

Scotty Ellis · Post by **Scotty Ellis** » Wed Jul 09, 2025 2:28 am

Just when you think IK couldn't possibly treat their customers with more contempt. Peter won't do shit.

elxsound · Post by **elxsound** » Wed Jul 09, 2025 5:49 am

True. Interesting how there’s no response.

ROTMetro · Post by **ROTMetro** » Wed Jul 09, 2025 11:40 pm

Companies don't really do support via random internet comments anymore. It's not 2012.

Personally if you want a chance of getting it fixed I'd close the ticket and re-open and hope you get assigned to someone else. I'd write up your description and run it through AI and ask the AI to ask you any questions needed to make sure your submission description is complete and try with that.

whyterabbyt · Post by **whyterabbyt** » Thu Jul 10, 2025 7:58 am

ROTMetro wrote: Wed Jul 09, 2025 11:40 pm Companies don't really do support via random internet comments anymore. It's not 2012.

Which is why Im using via their trouble ticket system for support. I did mention that.

Personally if you want a chance of getting it fixed I'd close the ticket and re-open and hope you get assigned to someone else.

Every single one of their email responses includes boilerplate saying not to open a new ticket.Given that, Im not keen on giving them an excuse to not respond, nor am I wanting to reset the ticket from scratch again, given that its 10 weeks Ive been waiting so far.

I'd write up your description and run it through AI and ask the AI to ask you any questions needed to make sure your submission description is complete and try with that.

Thank you for your suggestion, but as detailed, Ive been asked multiple questions over the past 10 weeks, and answers to all but the first one (my OS) were already in the original email.
So I do think that my 'submission description is sufficiently complete. Ive done/do various levels of tech support for a living, so believe I understand how to provide proper detail when raising a support call.
I also dont have the faith in AI that you seem to, as I find them far too prone to being inherently suspect in their logic and assertions.
More relevantly, though, a more complete submission description wont change the fact that IK support are very clearly not paying any attention to the submission description.

Update : Its now 14 days since I last had a response from them.

jamcat · Post by **jamcat** » Thu Jul 10, 2025 8:17 am

IK would actually improve their tech support considerably if they switched to AI.

ROTMetro · Post by **ROTMetro** » Thu Jul 10, 2025 3:24 pm

whyterabbyt wrote: Thu Jul 10, 2025 7:58 am
ROTMetro wrote: Wed Jul 09, 2025 11:40 pm Companies don't really do support via random internet comments anymore. It's not 2012.
Which is why Im using via their trouble ticket system for support. I did mention that.

That was more in response to

Scotty Ellis wrote: Wed Jul 09, 2025 2:28 am Just when you think IK couldn't possibly treat their customers with more contempt. Peter won't do shit.

But not sure why you felt the need to be passive aggressive to a suggestion but ok.

Scotty Ellis · Post by **Scotty Ellis** » Thu Jul 10, 2025 4:07 pm

and I'm not sure why you feel the need to defend a dev with the history that IK has.

whyterabbyt · Post by **whyterabbyt** » Thu Jul 10, 2025 4:46 pm

ROTMetro wrote: Thu Jul 10, 2025 3:24 pm But not sure why you felt the need to be passive aggressive to a suggestion but ok.

Not sure why you need to passive-aggressively categorise a simple explanatory response as passive aggressive, but ok.

morelia · Post by **morelia** » Thu Jul 10, 2025 9:31 pm

That's a horror show. Been through similar myself. IK used to (maybe still do) have someone randomly popping up here and there to offer support or come to the defense of IK. I guess that is no more? Anyway, this is very shite, for a company that pretends to be so quality everything focused. It's the new way from my POV, every company seems to be going with a ("we are there for you" pro public face, but it's just a western movie set.

elxsound · Post by **elxsound** » Thu Jul 10, 2025 10:13 pm

morelia wrote: Thu Jul 10, 2025 9:31 pm That's a horror show. Been through similar myself. IK used to (maybe still do) have someone randomly popping up here and there to offer support or come to the defense of IK. I guess that is no more? Anyway, this is very shite, for a company that pretends to be so quality everything focused. It's the new way from my POV, every company seems to be going with a ("we are there for you" pro public face, but it's just a western movie set.

I think Peter still does do this. Maybe he’s on vacation?

CrystalWizard · Post by **CrystalWizard** » Thu Jul 10, 2025 11:15 pm

morelia wrote: Thu Jul 10, 2025 9:31 pm ("we are there for you" pro public face, but it's just a western movie set.

Westworld movie set.

Scotty Ellis · Post by **Scotty Ellis** » Thu Jul 10, 2025 11:34 pm

whyterabbyt wrote: Thu Jul 10, 2025 4:46 pm
ROTMetro wrote: Thu Jul 10, 2025 3:24 pm But not sure why you felt the need to be passive aggressive to a suggestion but ok.
Not sure why you need to passive-aggressively categorise a simple explanatory response as passive aggressive, but ok.

Here's a hint, it wasn't passive aggressive.

whyterabbyt · Post by **whyterabbyt** » Fri Jul 11, 2025 8:09 am

elxsound wrote: Thu Jul 10, 2025 10:13 pm I think Peter still does do this. Maybe he’s on vacation?

doesnt look like it.
memberlist.php?mode=viewprofile&u=217907 ??

hotmitts · Post by **hotmitts** » Fri Jul 11, 2025 5:40 pm

I had problems trying to use earlier Sampletank libraries, the IK guy on the forum just basically said 'too old, can't be bothered'. Turns out there was a way to use the earlier stuff, another user gave me the solution, not IK.
I've had a few other problems with IK stuff and had similar experiences each time.

I have issues with the IK installer on my clean new PC , everything else works apart from IK. I just can't see any point in asking IK on their forum anymore, I googled a workaround but shouldn't have had to.

I'm the least complainy guy on the Internet, but IK and IK alone have been the single most problematic software, which is crazy given how long they've been in the business. Couple the attitude towards customers with the problematic software and you have a sour experience

jancivil · Post by **jancivil** » Fri Jul 11, 2025 10:33 pm

I gave up on IK some years ago. I have not experienced solvable issues, but one issue that cropped up twice and the response was a last straw. When a x64 version of t-racks came out, the internal ID (the only occasion I've had to see the term) was changed. So, in VE Pro where I use plugins usually, all of the plugins in that line were broken, so if I didn't remember or store my changes they were gone. I mentioned it here, and on their forum. I _was_ complaining but strictly fact based; but the post on the forum was deleted tut suite and all anybody said here was "They're doing it wrong", implication being regular DAW hosts which one supposes were [most of them?] tested, there wasn't this problem. Fact is they didn't check their product in VEP (I tend to doubt they had any awareness) but oc it's their fault. Again, I had no occasion anywhere else in 22 yrs to see the term "Internal ID" as pertains to an audio plugin.

Exact same thing a decade or so later when an Apple Silicon version was released.

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