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

[whyterabbyt]

I'm starting to think the lower tier versions are designed to break and not work. The IK plan is to get you to buy the lower tier, have it not work as promised, then make you feel like you HAVE to buy the Max tier just to get what you wanted in the first place.

you could be right. I was trying to compare the plugins shipped with 'ordinary' T-Racks 6 versus T-Racks 6 MAX, to confirm which plugins I have that did continue to work in 6, when I realised that the 'ordinary' version no longer seems to be available or mentioned on their website. There's a page for intro and the 'ordinary' page now seems to actually be MAX (see https://www.ikmultimedia.com/products/t ... php?p=info)

Its not coming up in their search for me (ie https://www.ikmultimedia.com/products/? ... &Q=T-Racks)

[skyman88882002]

Just to make everything even more confusing. Way back before I bought T-Racks 6 Max, I was curious if my T5 modules would work in INTRO. Surprisingly, everything I had bought for T-Racks 5 worked in T-Racks6 INTRO. This was before I had bought any of the T6 packages. So that is exactly the opposite of what they're saying in the FAQs. Here is the link to my old post about it:
viewtopic.php?p=9058702#p9058702
!

[whyterabbyt]

Update : after posting the 'you dont get to keep your old plugins in T-Racks 6' response from support in the T-Racks 6 thread (as a warning) Peter from IK replied to say that that was incorrect, and asked for my ticket number.

Maybe that means the response time will get faster than once a month.

[whassup]

Update : after posting the 'you dont get to keep your old plugins in T-Racks 6' response from support in the T-Racks 6 thread (as a warning) Peter from IK replied to say that that was incorrect, and asked for my ticket number.

Maybe that means the response time will get faster than once a month.

Well, Let me hold your beer. Not my breath.

[whyterabbyt]

Its been almost exactly 36 hours since I PM'd Peter my ticket number. The message has not yet been opened.

[elxsound]

Its been almost exactly 36 hours since I PM'd Peter my ticket number. The message has not yet been opened.

Anyone want to guess when he’ll open the PM?

I’m betting Wednesday next week on the 3rd of next month.

[whyterabbyt]

Update : Peter responded to my PM on the 2nd, saying he'd escalated my ticket number to their Support Manager.

As of yesterday, ie the 4th, though I had had no new update from IK support.

[Michael L]

Cliffhanger!

[Examigan]

I had an issue with Sampletank where I couldn’t figure out an easy way to add vibrato to a certain guitar preset. I already told them I was trying to use an LFO, but it was a bit difficult as it wasn’t a simple patch to begin with. I know synth design, but this turned out to be overly complicated. So I suggested that they add a simple built-in vibrato, like some synth plugins have.

When they wrote back, they basically said to add an LFO.

Gee, thanks.

[whyterabbyt]

Update : Ive reached out to Peter again, as Ive heard nothing from IK in the 9 days since he told me he'd passed on my ticket info to the Support Manager.
In a week my ticket will have been open for 5 months.

[UltraByte]

simply amazing. nothing changed in IK land it seems.

i gave up trying to sell my remaining IK software (different to other software i phased out, there was absolutely 0 interest on any platform i tried) and didnt bothered to install it in the studio and production room after the last computer upgrades. Similar to waves i had plenty of alternatives readily available.

After having had my own share of issues and back and forth with the "support" its one of the companies on my blacklist sharing the spot with the likes of Acustica Audio, SKnote etc

[Teksonik]

I don't understand. Clearly there are numerous customer complaints about IK's support or lack thereof. Peter has certainly seen those complaints.

So has he passed them on to higher management and the corporate suits just don't care or ? Is there no money in the budget for proper support? Are the support personnel not properly trained or are they trying to use A.I. that is not able to handle the task yet?

I currently don't have any issues with any IK software I own so don't need support at this minute but there's always a chance that an issue or bug will pop up at any moment and the thought of dealing with their support department gives me anxiety.

I love the IK software I own and I use much of it on a consistent basis so am willing to put up with the wonky support but really let's be honest, it shouldn't be like this. It's not the way to run a business....if you care about your customers.

[jancivil]

I tend to be obstinate about things I paid good money for working on my systems if at all possible. So I've been through some stuff with IK plugins. At this point I don't care, nothing I have of theirs is hard to replace.

[Michael L]

This thread is like one of those True Crime podcasts where they take on unsolved cases that have foiled the world's most dogged detectives, and every week reveal new clues in their investigation as they seek to unravel one of the Great Mysteries of the Criminal Underworld!!!

[CapnLockheed]

are they trying to use A.I.

No. IK support, (or rather lack thereof), has been awful for decades. Long before AI
was a twinkle in Elon's pants. And if you think their support of software is bad, be glad you haven't had to deal with hardware issues.