Ive been updating a different thread about IK's complete lack of support for a problem Im having with the new version of one of their products in the thread for that product, but its now pretty much got to the 10-week point since I raised my ticket, and Im fed up of it, so more obvious complaining seems appropriate.
So here's a little diary of how they've responded so far. No, its not going to be news to most folk, I think its pretty well understood that a lot of folk have, erm, issues, with IK, but Ive not had issues with them before now.
But their support response has been so absolutely useless that it feels like my only resort is making as big a deal out of this as possible to see if that gets them to get their f**king finger out.
Background : I own a whole load of IK stuff, right back to first version of SampleTank, and pretty much all versions of ST, Amplitube and T-Racks since, plus Mixbox, ARC, some version of Tonex. Like anyone sane, Ive waited for deals and whatever to increment. I have a ton of content as well, including a lot of Amplitube and T-Racks modules.
Note that I havent had much need for their support before now, but when I bought T-Racks 5, some of my oldest T-Racks modules werent recognised for some reason. I contacted them, and fairly quickly, they issued me with a registration code that resolved that.
Then in mid-April I bought T-Racks 6 (note that this is the tier of T-Racks 6 that's just called 'T-Racks 6' rather than with any suffix like 'Intro' or 'Pro' or 'MAX') and some other stuff via another deal, at Humble Bundle, mostly to hoard content but for the TR6 upgrade.
When I bought T-Racks6, some of my oldest T-Racks modules weren't recognised for some reason. I did the 'reinstall old purchases' dance in every possible variation multiple times and nothing changed.
A diary of dealing with IK Support; a farce finally resolved more than 5 months later.
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- Beware the Quoth
- 35449 posts since 4 Sep, 2001 from R'lyeh Oceanic Amusement Park and Funfair
Last edited by whyterabbyt on Sat Sep 27, 2025 3:33 pm, edited 3 times in total.
An idiot on Set Theory:
"In some cases there is an object called red that contains everything that is red. In much the same way a pot is a plate."
"In some cases there is an object called red that contains everything that is red. In much the same way a pot is a plate."
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- Beware the Quoth
- Topic Starter
- 35449 posts since 4 Sep, 2001 from R'lyeh Oceanic Amusement Park and Funfair
On April 17th or 18th, more than 10 weeks ago, I logged a support ticket.
What I said in the support ticket : I told them I had just bought T-Racks 6, but that within T-Racks 6, some of the modules I own were not properly listed as owned. I pointed out that these were listed properly as owned in T-Racks 5.
I listed all the modules which were not being recognised as owned, (which included 2 of the 4-reverb CSR set Ive owned since 2006, for example)
I also mentioned the ticket I'd raised when this happened to me for T-Racks 5 (see above), and asked if they could resolve this the same way.
What I said in the support ticket : I told them I had just bought T-Racks 6, but that within T-Racks 6, some of the modules I own were not properly listed as owned. I pointed out that these were listed properly as owned in T-Racks 5.
I listed all the modules which were not being recognised as owned, (which included 2 of the 4-reverb CSR set Ive owned since 2006, for example)
I also mentioned the ticket I'd raised when this happened to me for T-Racks 5 (see above), and asked if they could resolve this the same way.
An idiot on Set Theory:
"In some cases there is an object called red that contains everything that is red. In much the same way a pot is a plate."
"In some cases there is an object called red that contains everything that is red. In much the same way a pot is a plate."
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- Beware the Quoth
- Topic Starter
- 35449 posts since 4 Sep, 2001 from R'lyeh Oceanic Amusement Park and Funfair
Response 1, on 18/04, 1 day from opening the ticket
I got asked which version of Windows I was using.
I responded the next day.
Over the next two weeks I sent two emails asking for an update.
I got asked which version of Windows I was using.
I responded the next day.
Over the next two weeks I sent two emails asking for an update.
An idiot on Set Theory:
"In some cases there is an object called red that contains everything that is red. In much the same way a pot is a plate."
"In some cases there is an object called red that contains everything that is red. In much the same way a pot is a plate."
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- Beware the Quoth
- Topic Starter
- 35449 posts since 4 Sep, 2001 from R'lyeh Oceanic Amusement Park and Funfair
Response 2, on 30/04 just under 2 weeks from opening the ticket
I received a message apologising for the delay in responding, was told the team was aware of the issue and working on a fix. I was asked to 'please stand by'
I sent an email on 05/06 asking for an update.
I received a message apologising for the delay in responding, was told the team was aware of the issue and working on a fix. I was asked to 'please stand by'
I sent an email on 05/06 asking for an update.
An idiot on Set Theory:
"In some cases there is an object called red that contains everything that is red. In much the same way a pot is a plate."
"In some cases there is an object called red that contains everything that is red. In much the same way a pot is a plate."
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- Beware the Quoth
- Topic Starter
- 35449 posts since 4 Sep, 2001 from R'lyeh Oceanic Amusement Park and Funfair
Response 3, on 05/06, roughly 3 weeks from opening the ticket
I got asked which plugins were not being recognised.
I pointed out that my original ticket listed all the plugins that were not being recognised, and quoted it in full with that information highlighted.
I got asked which plugins were not being recognised.
I pointed out that my original ticket listed all the plugins that were not being recognised, and quoted it in full with that information highlighted.
An idiot on Set Theory:
"In some cases there is an object called red that contains everything that is red. In much the same way a pot is a plate."
"In some cases there is an object called red that contains everything that is red. In much the same way a pot is a plate."
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- Beware the Quoth
- Topic Starter
- 35449 posts since 4 Sep, 2001 from R'lyeh Oceanic Amusement Park and Funfair
Response 4, on 05/06 again
I was told that my missing plugins were missing because they were not in T-Racks 6, because T-Racks 6 only contained 19 modules and those were the modules I owned.
I responded that had already pointed out that I owned all the missing modules, and had already stated that I owned T-Racks 5 and the full CSR set.
I also listed modules I had bought previously that were not included in the 19 in T-Racks 6 but which were showing properly in T-Racks 6.
I also provided screenshots from Custom Shop showing ownership of the modules that were not showing in T-Racks 6 properly as owned.
I was told that my missing plugins were missing because they were not in T-Racks 6, because T-Racks 6 only contained 19 modules and those were the modules I owned.
I responded that had already pointed out that I owned all the missing modules, and had already stated that I owned T-Racks 5 and the full CSR set.
I also listed modules I had bought previously that were not included in the 19 in T-Racks 6 but which were showing properly in T-Racks 6.
I also provided screenshots from Custom Shop showing ownership of the modules that were not showing in T-Racks 6 properly as owned.
An idiot on Set Theory:
"In some cases there is an object called red that contains everything that is red. In much the same way a pot is a plate."
"In some cases there is an object called red that contains everything that is red. In much the same way a pot is a plate."
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- Beware the Quoth
- Topic Starter
- 35449 posts since 4 Sep, 2001 from R'lyeh Oceanic Amusement Park and Funfair
Response 5, on 05/06 again
I was asked to uninstall and reinstall T-Racks 6.
I had already done this, and the version had changed, but I did it anyway, and nothing changed. I did the 'reinstall old purchases' dance in every possible variation multiple times and nothing changed. I reported that back
Over the next 3 weeks, I sent five emails asking for an update
I was asked to uninstall and reinstall T-Racks 6.
I had already done this, and the version had changed, but I did it anyway, and nothing changed. I did the 'reinstall old purchases' dance in every possible variation multiple times and nothing changed. I reported that back
Over the next 3 weeks, I sent five emails asking for an update
An idiot on Set Theory:
"In some cases there is an object called red that contains everything that is red. In much the same way a pot is a plate."
"In some cases there is an object called red that contains everything that is red. In much the same way a pot is a plate."
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- Beware the Quoth
- Topic Starter
- 35449 posts since 4 Sep, 2001 from R'lyeh Oceanic Amusement Park and Funfair
Response 6, on 25/06, roughly 6 weeks from opening the ticket
I was told 'sorry for the delay, looks like you didnt get our responses. Do you have T-Racks 6 Intro installed?"
Note : I run my own domain and have my own mail server, so I know that no responses reached my mail server in the interim.
I pointed out that my original ticket stated that I bought T-Racks 6. I pointed out that I said it was T-Racks 6, because T-Racks 6 was what I bought. I provided the website link to the T-Racks 6 product, as evidence of which product tier it was, ie not Intro, Pro, or MAX.
I was told 'sorry for the delay, looks like you didnt get our responses. Do you have T-Racks 6 Intro installed?"
Note : I run my own domain and have my own mail server, so I know that no responses reached my mail server in the interim.
I pointed out that my original ticket stated that I bought T-Racks 6. I pointed out that I said it was T-Racks 6, because T-Racks 6 was what I bought. I provided the website link to the T-Racks 6 product, as evidence of which product tier it was, ie not Intro, Pro, or MAX.
An idiot on Set Theory:
"In some cases there is an object called red that contains everything that is red. In much the same way a pot is a plate."
"In some cases there is an object called red that contains everything that is red. In much the same way a pot is a plate."
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- Beware the Quoth
- Topic Starter
- 35449 posts since 4 Sep, 2001 from R'lyeh Oceanic Amusement Park and Funfair
I have had no further responses since 25/06.
I have sent one email so far asking for an update.
It is now about 10 weeks from opening the ticket.
I have sent one email so far asking for an update.
It is now about 10 weeks from opening the ticket.
An idiot on Set Theory:
"In some cases there is an object called red that contains everything that is red. In much the same way a pot is a plate."
"In some cases there is an object called red that contains everything that is red. In much the same way a pot is a plate."
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- Beware the Quoth
- Topic Starter
- 35449 posts since 4 Sep, 2001 from R'lyeh Oceanic Amusement Park and Funfair
Status :
In the 10 weeks since I opened my ticket, I have had exactly one suggested fix (as though I hadnt already thought to try reinstalling) and every other single response (except the first one) has asked me for information which was clearly provided in the original ticket, and reiterated over the progression of my responses.
And, (to me) disingenuously, they have recently claimed that I somehow 'wasnt receiving' responses which absolutely never touched my server. But that exact same email was of the same useless type as almost all the others; asking for information that was clearly stated in the ticket.
In the 10 weeks since I opened my ticket, I have had exactly one suggested fix (as though I hadnt already thought to try reinstalling) and every other single response (except the first one) has asked me for information which was clearly provided in the original ticket, and reiterated over the progression of my responses.
And, (to me) disingenuously, they have recently claimed that I somehow 'wasnt receiving' responses which absolutely never touched my server. But that exact same email was of the same useless type as almost all the others; asking for information that was clearly stated in the ticket.
An idiot on Set Theory:
"In some cases there is an object called red that contains everything that is red. In much the same way a pot is a plate."
"In some cases there is an object called red that contains everything that is red. In much the same way a pot is a plate."
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- KVRAF
- 25028 posts since 12 Jul, 2003 from West Caprazumia
*grabs popcorn*
Hi Peter, I guess that's one of these days where you really hate your job, right?
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- Beware the Quoth
- Topic Starter
- 35449 posts since 4 Sep, 2001 from R'lyeh Oceanic Amusement Park and Funfair
There are two particularly egregious elements to the way IK support are responding.
The first is that they are clearly responding without any consultation of the actual contents of the ticket.
The second is that I was told the problem was known and that a fix was being worked on, but noone has ever addressed my subsequent queries about that fix. Instead, responses have included the suggestion that the issue is that I dont even own the products, or have not installed the product I bought.
The first is that they are clearly responding without any consultation of the actual contents of the ticket.
The second is that I was told the problem was known and that a fix was being worked on, but noone has ever addressed my subsequent queries about that fix. Instead, responses have included the suggestion that the issue is that I dont even own the products, or have not installed the product I bought.
An idiot on Set Theory:
"In some cases there is an object called red that contains everything that is red. In much the same way a pot is a plate."
"In some cases there is an object called red that contains everything that is red. In much the same way a pot is a plate."
-
- Beware the Quoth
- Topic Starter
- 35449 posts since 4 Sep, 2001 from R'lyeh Oceanic Amusement Park and Funfair
If it had been ten weeks of 'sorry, that fix isnt ready yet' and without completely ignoring the 'its been 2(* or 3, or 4) weeks of silence, do you have any news yet' emails, then I'd be disappointed, but not utterly fukcing pissed off with this complete streak of laziness and incompetence.jens wrote: Sun Jul 06, 2025 11:28 am
*grabs popcorn*
Hi Peter, I guess that's one of these days where you really hate your job, right?
An idiot on Set Theory:
"In some cases there is an object called red that contains everything that is red. In much the same way a pot is a plate."
"In some cases there is an object called red that contains everything that is red. In much the same way a pot is a plate."
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- Beware the Quoth
- Topic Starter
- 35449 posts since 4 Sep, 2001 from R'lyeh Oceanic Amusement Park and Funfair
'Oh, so you say your Ford Mustang GT isnt working. We have a fix for that, we'll get back to you. What sort of Ford do you have? No, your Ford Mustang GT doesnt work because you have a Ford Capri. So its a Ford Mustang Rally you have? '
An idiot on Set Theory:
"In some cases there is an object called red that contains everything that is red. In much the same way a pot is a plate."
"In some cases there is an object called red that contains everything that is red. In much the same way a pot is a plate."
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- KVRAF
- 19839 posts since 16 Sep, 2001 from Las Vegas,USA
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?
Not trying to defend IK's "support" because I've had horrible luck with it in the past as well to the point I don't even bother trying to use it unless it's an absolute last resort.
The responses I've received from them in the past made me think that whoever is responding has never used any of the IK software.
I generally love all the IK software I own ( full TRacks, Sampletank, Syntronik, etc) but yeah their support system is abysmal.
Not trying to defend IK's "support" because I've had horrible luck with it in the past as well to the point I don't even bother trying to use it unless it's an absolute last resort.
The responses I've received from them in the past made me think that whoever is responding has never used any of the IK software.
I generally love all the IK software I own ( full TRacks, Sampletank, Syntronik, etc) but yeah their support system is abysmal.
None are so hopelessly enslaved as those who falsely believe they are free. Johann Wolfgang von Goethe