KVR Audio

aMUSEd · Post by **aMUSEd** » Tue Feb 01, 2005 8:08 pm

I'm getting a bit fed up with not getting replies to support requests from AAS. I posted a bug report on the forum over a month ago and have bumped (I think patiently and politely - no griping - just asking for help) it several times. I also emailed them (tried two different addresses) a week later. I have had not even an acknowledgement of my emails or thread in the forum.

Just as a contrast I found a bug in Ultran and reported that on the Synapse forum. Rich had released a patch to fix it well within a day.

So Synapse win hands down

I love Tassman but it's frustrating when the company that makes it doesn't seem to care about it's customers the same way. I had to send off several emails before they even noticed I'd bought it in the first place and sent me a serial and download link.

Why do you get such huge diifferences between the responsiveness of developers?

cptgone · Post by **cptgone** » Tue Feb 01, 2005 8:14 pm

AAS isn't the most costumer friendly dev around.

All the other small devs are great IME.

shamann · Post by **shamann** » Tue Feb 01, 2005 8:17 pm

aMUSEd wrote:Why do you get such huge diifferences between the responsiveness of developers?

Tough call really. Could be how things are prioritized in company, what the company structure is like, where they're from, how many messages they get a day, etc.

There's no excuse for bad customer support if any company is actually interested in growing their business.

One note on AAS, I've noticed they are usually pretty quick to respond to negative posts here on KVR, so very likely this gambit will pay off in no time and you should hear back from them.

Cheers,
Steve

aMUSEd · Post by **aMUSEd** » Tue Feb 01, 2005 8:19 pm

shamann wrote:
aMUSEd wrote:Why do you get such huge diifferences between the responsiveness of developers?
One note on AAS, I've noticed they are usually pretty quick to respond to negative posts here on KVR, so very likely this gambit will pay off in no time and you should hear back from them.

Cheers,
Steve

So have I

VitaminD · Post by **VitaminD** » Tue Feb 01, 2005 8:20 pm

is the effects version of the vst crashing on you by chance?

liars&ashes · Post by **liars&ashes** » Tue Feb 01, 2005 8:20 pm

----I had a minor problem with Tassman,and got a response from Eric (eric@applied-acoustics.com) within 48 hours,that seems pretty quick,give him a try if you haven't already.

jffe

VitaminD · Post by **VitaminD** » Tue Feb 01, 2005 8:26 pm

yeah, I agree, eric is the one to email

aMUSEd · Post by **aMUSEd** » Tue Feb 01, 2005 9:04 pm

VitaminD wrote:yeah, I agree, eric is the one to email

The first time when I didn't get my serial I sent several emails to support and got no reply so I sent one to Eric and he got back to me and sorted it out (so kudos to Eric there). This time however I've sent mails to support and Eric and brought it up in the forum but nothing.

The problem is one I've been corresponding with Harm Visser over. Unfortunately he's on a MAC so suggested I take it to AAS. A few of the patches he's made using the Player module seem to create huge CPU spikes - the worst is his Classical Guitar patch. Even on my shiny new 3.6 P4 it's unplayable, even if I reduce voices to 2. If the player is set to "loop" mode it plays normally (but obviously with changed sound) but in the other modes I get spikes when the sample triggers. I'm not sure if this is a P4 problem or not - I get spikes on my other system too which is an Athlon but then its only a 500 so can't play a lot of stuff anyway. Compare this to Reaktor though where even the biggest ens like Kaleidon I can run happliy at the highest sample rate (176400++) and still just hit 15-20% CPU. Tassman is understandably CPU intensive but I wouldn't have expected a fast PC with a powerful audio interface like Creamware Scope (and I've tried all the drivers for it - 16 bit to 32 bit and with oir without XTC mode on) like mine to balk at 2 voices of one instrument! - it's almost certainly a bug. And I'm not the only one to report problems with the player module.

(btw - I haven't really tested out the effects modules yet so don't know about crashes - it hasn't crashed on me at all come to think of it)

BONES · Post by **BONES** » Wed Feb 02, 2005 12:25 pm

Eric is probably on holidays.

spaceman · Post by **spaceman** » Wed Feb 02, 2005 12:36 pm

I never had any problems with AAS
and Eric is always very fast in answering my emails

as bones said, maybe he or someone else in the company is on holiday

ObsoleteAcc99 · Post by **ObsoleteAcc99** » Wed Feb 02, 2005 12:38 pm

[DELETED]

mayan · Post by **mayan** » Wed Feb 02, 2005 12:38 pm

Truth be said, I've never had an issue getting quick and courteous replies to AAS support emails. Not saying that others may not have radically different experience - just hasn't been my experience.

aMUSEd · Post by **aMUSEd** » Wed Feb 02, 2005 4:16 pm

Ah well - I'll keep trying - I'll send another email when I get home.

Steven West · Post by **Steven West** » Wed Feb 02, 2005 7:44 pm

Rich is a quiet guy, but he's damn cool IMHO. If you're in a rut, he somehow can sense it and help you out personally in like 2 seconds!

aMUSEd · Post by **aMUSEd** » Tue Feb 08, 2005 8:47 am

Still waiting - another week

10 points to Synapse - 5 and a half points to AAS