KVR Audio

darsho · Post by **darsho** » Wed Sep 21, 2011 7:43 am

Magix is a rather large company (by comparison), at least in Germany. Their 'Magix Music Maker' is probably the only 'DAW' that is available at all kind of electronic shops in the shelf where you buy your usual copies of Windows and Nero and Games and such stuff.

So they surely have support team that is larger than the whole staff of most other music software manufacturers

rlawrentz · Post by **rlawrentz** » Wed Sep 21, 2011 12:35 pm

OK - I emailed Best Service to see if they can help.

I emailed YT 4 times - no response. Tried calling them - no luck.

If Best Service can't help - I am going to ditch the YT tools. Way too much hassle.

Thanks for the suggestions. I'll let you know if I get the YT issues resolved.

Robert

Neon Breath · Post by **Neon Breath** » Wed Sep 21, 2011 2:09 pm

What a sad way tot treat costumers. They really shoot themselves in the foot

rlawrentz · Post by **rlawrentz** » Wed Sep 21, 2011 3:23 pm

The Best Service guys already replied!!! (Great service!)

I have to get some information to them - hopefully they can help.

I ma really disappointed in Yellow Tools - but if the Best Service folks can
help I'll be very happy.

Considering the $$$ I spent on the Yellow tools.

(I actually like some of there Libraries)

Cheers - Robert

TabSel · Post by **TabSel** » Wed Sep 21, 2011 3:49 pm

Afaik independance includes candy? How is it nowadays? Considering buying a wind controller and looking for good sax/brass sounds. Might go through all these support hassles for a good sax emulation...

noiseboyuk · Post by **noiseboyuk** » Wed Sep 21, 2011 3:51 pm

I'm so pleased that this situation has turned around - good on Best Service. I think the worst thing a company can do in terms of customer relations is simply to say nothing at all, which is what ended up happening at Yellow Tools. It's not a good sign when correspondence dries up and there are obvious problems with a product or company - at best its arrogant or shoddy, at worst its a sign that company is in trouble (which I can only presume was the case at YT).

Does anyone know if there will be any new products from Yellow Tools, out of interest? Or is it just legacy support from here on? I have to say I haven't had a great experience with Engine (never could make it work), but I know others have had more luck.

Neon Breath · Post by **Neon Breath** » Wed Sep 21, 2011 5:21 pm

Seriously, this kind of situation (forums, word of mouth, etc) can really hurt a company. Exemple: me! I was very interested in some Yellow Tools products and then saw this thread a while ago. And after reading all the posts and people's replies, I've simply decided to not risk the invest and not buy their products because of the zero support. Multiply this case by 10, 50 or even 100 over a year... Ouch

noiseboyuk · Post by **noiseboyuk** » Wed Sep 21, 2011 5:24 pm

Neon Breath wrote:Seriously, this kind of situation (forums, word of mouth, etc) can really hurt a company. Exemple: me! I was very interested in some Yellow Tools products and then saw this thread a while ago. And after reading all the posts and people's replies, I've simply decided to not risk the invest and not buy their products because of the zero support. Multiply this by couple hundreds lost sales, over a year... Ouch

Absolutely. If someone from YT had dealt with the situation (as opposed to saying nothing to anyone), they'd have an awful lot more customers now.

rlawrentz · Post by **rlawrentz** » Wed Sep 21, 2011 11:00 pm

I'd have to say - YT has some nice stuff - and it seems to work well - and is stable. And many
other vendors use their Engine.

But customer / tech support for me has been non-existent. I was really disappointed
by having to write the 4th email - and getting no response.

Most vendors have been very responsive. e.g. Best Service replying the same day they would try to
help me out with the YT issue. Arturia responding within a day on tech issues. etc.

I agree - YT really needs to fix there support model - or lack thereof. Hopefully the new
owners we do some thing. Maybe we should send them this thread!

Regards - Robert

whitecat.tv · Post by **whitecat.tv** » Sat Sep 24, 2011 10:56 pm

I got a really cheap brand-new sealed copy of YT IP 2.5... sent an email to YT support 11 days ago asking for the free update to v3 that they specify I'm entitled to quite clearly on their website (I have registered 2.5).

No reply yet. How long should I wait? What do I do if they don't reply? Can Best Service bully them into helping me?

Are things REALLY better with Magix ownership or is anyone else running into issues still?

taoyoyo · Post by **taoyoyo** » Sun Sep 25, 2011 2:13 am

whitecat.tv wrote:I got a really cheap brand-new sealed copy of YT IP 2.5... sent an email to YT support 11 days ago asking for the free update to v3 that they specify I'm entitled to quite clearly on their website (I have registered 2.5).

No reply yet. How long should I wait? What do I do if they don't reply? Can Best Service bully them into helping me?

Are things REALLY better with Magix ownership or is anyone else running into issues still?

I would drop Best Service an email, see what they can do for you. (They've been very helpful to many here).

I don't know if Magix / YT is up and running yet but BS had been handling support for a while.

P.T. · Post by **P.T.** » Tue Sep 27, 2011 12:01 pm

I'll repeat what I said on page 8.
I just submitted a help request on the Yellow Tools website, not a generic email, asking to have my licenses reset and they replied the next business day and reset the licenses.
I business day response and action on my request.

rlawrentz · Post by **rlawrentz** » Tue Sep 27, 2011 2:14 pm

hmmm,.. maybe the acquisition is complete. I have been working with Best Service and they have been great!! We found the issue - I just need
YT to reset one of my licenses. Turns out it is a license error issue - but without any help I would have never known it.

I am glad to hear YT is getting back on track.

I'll try and email today and see what I get back.

Regards - Robert

rlawrentz · Post by **rlawrentz** » Tue Sep 27, 2011 2:28 pm

Ok it is Sept 27, 2011 at 10:25 am EDT USA.

Email sent to Yellow Tools via their Support Page to request a license reset to solve my issue. (Issue
was found by the Best Service folks - not YT)

Let's see if Yellow Tools responds (this year).

R.

whitecat.tv · Post by **whitecat.tv** » Tue Sep 27, 2011 2:30 pm

Have done the same just a couple hours ago - asked for my YT 3.0 amnesty upgrade via the form rather than direct email (even though I was simply following instructions in the first instance!)

Fingers crossed!

YellowTools - support??????