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

[fisherKing]

i reached out on 13 sept (saturday), and got a response (and some continued response) on 15 sept (monday). pretty good, really. and i love my precision 5s (& exploring the new arc-x software). just mentioning!

[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.

This message was still in my Outbox on Wednesday, so was about a week before it got read.
Nothing from IK Support yet.

[fisherKing]

sadly... altho support was pretty responsive (in terms of time), my specific questions were not being answered. and i had a nightmare 3 days with arc-x. i can't use it, and lost access to my previous calibrations (for my gen 1 precision 5s). can't use the x-monitor either (previous software), as i updated my speakers firmware.

disappointing (but the monitors themselves are really great).

[Teksonik]

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.

Oh I've been a customer of IK for decades and am aware of the support issues in the past. I've had my own encounters with them to the point I won't even bother opening a ticket these days unless it's for something account related. Any technical support request for their software is pretty much futile in my experience and I've often said it seems like their support staff has never even used the software they are supposed to be supporting.

But what happened in the past doesn't mean IK isn't trying to use A.I. now. It's been my experience that the larger the company the more likely they are to try any cost cutting measure.

That might explain the "uninstall/reinstall" canned responses which is the software equivalent of "unplug it and plug it back in" level of support.

The only other options are apathy "we don't care" or incompetence "we simply aren't able to provide competent support".

Anyway I've been a customer of IK long enough to have just learned to accept things the way there are, love the software, hate the lack of support.

I see they have not really addressed the support issue here but are once again running a group buy so that makes their priorities crystal clear to me.......

[UltraByte]

Anyway I've been a customer of IK long enough to have just learned to accept things the way there are, love the software, hate the lack of support.

companies do love docile customers.

[poonna]

I've got exactly the same problem with T-Racks 6. My CSR Inverse and CSR Room don't import from T-Racks 5. Other CSRs do though. Dyna-Mu is another missing one. There are actually more when I tried with T-Racks 6 INTRO, but since I've now got T-Racks 6, some of those missing modules are replaced by the bundled ones. I don't remember which ones though.

I've not opened a ticket yet. Maybe I should. Hearing this story doesn't give me much hope though.

[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.

This message was still in my Outbox on Wednesday, so was about a week before it got read.
Nothing from IK Support yet.

...another week has passed...

[whyterabbyt]

Update : Yesterday I publicly pointed out to Peter in the T-Racks 6 thread that I'd heard nothing in the 3 weeks since I provided him with my ticket number.

Following that I received an email from the Support Manager. As per that email, my account was updated, manually I presume, to restore my missing modules, on the basis that they 'do not port over from T-Racks 3.'
(I am however still sure that some modules that were working were ones I have owned for just as long as the 'missing' ones.)

That's obviously not quite the same situation as the public statement on IK's website that older modules will work. It is however the exact same scenario as happened when T-Racks 5 came out, except that back then IK updated my account manually within a couple of days of reporting the problem, rather than 5 months later.

Ironically, when I raised this ticket for TR-6, I pointed out that this had happened for TR-5 and manual intervention (via a custom serial number) had been the solution for TR-5. I even provided IK with that old ticket number, and specifically asked if the same thing would need done again.

Anyway, I can confirm that the manual intercession has worked, and all the modules I own are now detected properly in Module Manager.

I obviously have no idea what will happen when Tracks-7 comes out, but I have my suspicions so I'll be asking for more of an explanation from the Support Manager.

@Poonna : Since you appear to be in the exact same boat as me, I would suggest you open a ticket, and contact Peter with the ticket if the responses are anything other than the final resolution I received above.

[poonna]

@Poonna : Since you appear to be in the exact same boat as me, I would suggest you open a ticket, and contact Peter with the ticket if the responses are anything other than the final resolution I received above.

Thanks, will do!

[zerocrossing]

Amplitube:

Most wah models have zipper noise when being controlled with MIDI

Transatlantic has weird under-distortion that’s noticeable when using mid gain sounds.

MkIIc+ aliases like a stuck pig.

Many sliders get stuck and you have to click on a neutral spot on the UI to get control of them.

I’ve reported all these, some several times, and not a single one has been addressed.

[CapnLockheed]

And STILL no subfolders in Tonex......LOL!!

[ivanolo]

Just adding my own experience trying to get support from IK Multimedia. I got an automated e-mail, but nobody has responded yet. Meanwhile, the two other companies I reached out to (NUX and EMG) replied within 2 business days and solved my issues. I've been an IKM customer since 2009 (based on my earliest registered product), and I have bought a few instruments/effects from them. Also, their forums are littered with spam. WTH is happening over there?

[Download SOphist]

better to just forget they have support, less grievance that way. I (naively) sent them a support ticket in early November (or was it late October?) and never heard back. same as the previous time I needed them. plus the guy that shows up on forums is keen on hit and run. I do like some of their products a lot, though, so that is that.

[zerocrossing]

better to just forget they have support, less grievance that way. I (naively) sent them a support ticket in early November (or was it late October?) and never heard back. same as the previous time I needed them. plus the guy that shows up on forums is keen on hit and run. I do like some of their products a lot, though, so that is that.

That's my stance on them. My advice is to only buy from them when they're doing a group buy, while the price per plugin is tiny, and don't expect support at all. Peter... he's just a part of their marketing arm, not support. I honestly don't think they have support at all. I've never once had a satisfying experience. If there's a bug, you'd better either be OK with it, or just abandon the software. They have no intention of improving their software beyond the initial release.

It's a shame, really, because the software often has great features and sounds very good. I've yet to find a guitar amp/effects plugin that is better than the Amplitube/Tonex combo. I often use various T-Racks plugins. The Pianoverse models sound very good to me. Oh well, it is what it is.

[keys_au1]

haha, get Rick Beato on their case....millions of followers who will change their minds about buying IK!