Review Time
Tried to purchase a $40 sound package as a gift. Was unable to share this with the person I wanted to give it to due to an overly complicated process and very slow customer service. I kindly explained and requested a refund as I had to come up with an alternate gift - the holiday passed. Was denied the refund due to rigid adherence to their policies, when obviously I will not use the product and have not or will not downloaded anything. $40 for nothing, in this economy, is rough. Do not recommend.
The customer service experience is quite poor, heavily relying on an ineffective AI chatbot. The technical aspects and website are very disappointing. Unfortunately, they dominate the market for top plugins, making us navigate their flawed purchasing and activation processes. Improvements are needed, it's 2025.
The customer service is abysmal. All you get is an ineffective AI chatbot. The technical side and the website are extremely frustrating. Unfortunately, they control the market for some of the top plugins, forcing us to deal with their broken purchasing and activation systems. It's time to step up, it's 2025.
I added around 10,000 samples in the software. Unfortunately, after testing a couple of kicks, I found that it loops all my samples, forcing me to adjust each one individually in the editor, which is cumbersome. There's no 'one-shot' option when all samples are selected. Even basic functions like 'Save as' are not working properly, requiring a right-click to rename. The only plugins causing my DAW to lag are from this company. They even blocked me on social media for providing feedback.
Last Thursday, I decided to upgrade from one version to another, mainly for a specific library advertised as including 55 instruments. After purchasing and installing, I was shocked to find only 18 instruments included. The package only contains the Essential version, which is very misleading as the product page clearly states otherwise. I opened a support ticket a week ago and still have no response. The company claims to have a refund policy, but it seems unlikely I’ll hear back before that window closes. If you're considering a purchase, please read everything carefully; the product descriptions are deceptive.
It's been about a decade since I last used their products. I had bought some software years ago and couldn't reinstall it on my new computer due to lost serial numbers and forgotten login details. After reaching out to tech support, they were able to locate my old account and transfer my registrations to the new one I created. They went above and beyond to find an email I had forgotten I'd used. Their quick responses led to a successful resolution just in time for a new software release, and I appreciate their attentiveness.
I faced difficulties registering my software to upgrade, and after reaching out to customer service, everything was sorted out in just two days, especially impressive given it was during a busy holiday week. A big thank you to the team for their help and a special shoutout to the representative who handled my case!
I encountered issues with the chatbot but reached out to the admin in the forum, who connected me to customer support. After a few days and several emails, my problem was resolved. I managed to register my secondhand device without contacting the original owner, which was a pleasant surprise. I hope my experience assists others.
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