Contact Support

[Drew Hallenbeck]

Hey Guys,

Just a suggestion. Maybe it would be a good idea to also put the “Contact Support” button everywhere in the “Contact Support/FAQ”. I get the idea that you want people to check to see if their issue is covered in a FAQ but if a question I have is not even listed I would not even click a question to know to find the button at the bottom. Seems counter intuitive. I see that you now have a “Note” at the top of the FAQ but that just means after searching to see if my question is in the FAQ I still have to click a random question to contact support.

Though I understand you are likely trying to avoid being inundated with support emails for things answered in the FAQ, contacting you directly should be the easiest thing you find on the web site. For having almost $1000 in your product, I should have speed dial access!

Thanks

Drew

Topic

[Scott]

You could always click this FAQ if you can’t find a relevant one:

http://www.toontrack.com/faq/my-issue-is-not-covered-in-this-faq-what-next/

Scott Sibley - Toontrack
Technical Advisor

[Drew Hallenbeck]

Still too difficult for the average software company to get a hold of support directly with out weeding through the questions. Sorry.

Maybe you should rename the section in the drop down “FAQ/Contact Support”

Not to be a smart a$$, but I went to the section thinking I was going to be able to contact someone but was left confused at a bunch of questions.

Any way, just thought amongst the few other learning curve and nuances of the changes, that would be one that would curb some of the frustration that I’ve seen people have on the sites forum as of late.

[Scott]

Well, that’s kind of the point I think.

Toontrack would like the customers to look and find their answers from the FAQ if there question and answer is there. If not, they can contact support.

As someone that answers both forum questions and email tech support questions, the vast amount answers to those questions are found in the FAQ. A vast amount.

I’m not trying to convince you, I’m just telling you like it is from a support side of things. I’m also a producer and engineer and owner of a large amount of software from many manufactures, so I also understand the frustrations from a customer side of things.

Scott Sibley - Toontrack
Technical Advisor

[micwalt]

What I’d like is a phone number.
My issues aren’t covered in the FAQs, and I’d prefer to talk to a human being.

[Scott Eshleman]

@Drew said:
For having almost $1000 in your product, I should have speed dial access!

@micwalt said:
What I’d like is a phone number.
My issues aren’t covered in the FAQs, and I’d prefer to talk to a human being.

I’ll bet that if you can’t find your issue covered in the FAQs, you’ll find it by using the [Search] function of the forum.
There seems to be so many posts repeating so few of the same issues.
Sadly, some of them are covered in the Operation Manual as well.

Plus, forget the phone number (unnecessary) … I’d like a cap & T-shirt.

[kewidge]

[athar bhatti]

@Drew said:

Hey Guys,

Just a suggestion. Maybe it would be a good idea to also put the “Contact Support” button everywhere in the “Contact Support/FAQ”. I get the idea that you want people to check to see if their issue is covered in a FAQ but if a question I have is not even listed I would not even click a question to know to find the button at the bottom. Seems counter intuitive. I see that you now have a “Note” at the top of the FAQ but that just means after searching to see if my question is in the FAQ I still have to click a random question to contact support.

Though I understand you are likely trying to avoid being inundated with support emails for things answered in the FAQ, contacting you directly should be the easiest thing you find on the web site. For having almost $1000 in your product, I should have speed dial access!

Thanks

Drew

[Fleece]

I have a great example.

I can barely see EZDrummer’s interface on my 27″ monitor.

I explored all the programs settings, scoured the web, searched the forum and FAQ.

After over a half hour, I try to contact support. Not possible, apparently (why did I spend $200 on software with no support).

So I post in the forums. Scott the Admin strolls by and tells me to look in the &^*#@ FAQ.

Is it possible to make the GUI larger on this software or did I just throw $200 down the drain on Abandonware???

[Scott]

@Fleece said:

I have a great example.

I can barely see EZDrummer’s interface on my 27″ monitor.

I explored all the programs settings, scoured the web, searched the forum and FAQ.

After over a half hour, I try to contact support. Not possible, apparently (why did I spend $200 on software with no support).

So I post in the forums. Scott the Admin strolls by and tells me to look in the &^*#@ FAQ.

Is it possible to make the GUI larger on this software or did I just throw $200 down the drain on Abandonware???

No. S2 doesn’t have a resizeable GUI.

I told you to look at the ‘&^*#@ FAQ’ because you accused Toontrack of hiding our support. The FAQ has a ‘Contact Support’ button at the bottom of each FAQ. If you’d like to discuss your issue with Toontrack directly, please follow the link to the FAQ and contact them directly via a FAQ.

Scott Sibley - Toontrack
Technical Advisor

[Peer Baierlein]

Man, I searched 30 minutes for the ‘support button’ ….at the button of the FAQ…hahaha…bad joke…no button…how can you know that you FIRST have to click any FAQ listed to get this button ??!!
Come on guys…that’s a bad joke !!!
If you tell us that there is a button at the button then please put the button there and not hidden behind one of the FAQ…..

Bad, bad, bad

[Scott]

@jazzisfaction said:

Man, I searched 30 minutes for the ‘support button’ ….at the button of the FAQ…hahaha…bad joke…no button…how can you know that you FIRST have to click any FAQ listed to get this button ??!!
Come on guys…that’s a bad joke !!!
If you tell us that there is a button at the button then please put the button there and not hidden behind one of the FAQ…..

Bad, bad, bad

The directions to contact support is at the top of the FAQ page. It says ‘The “contact support” button can be found at the bottom of each FAQ answer’.

Scott Sibley - Toontrack
Technical Advisor

[kevin]

Over the weekend I purchased progressive drums the money was taken out but there is no product on my managers page and no email sent with serial number

[Scott]

@kevin said:
Over the weekend I purchased progressive drums the money was taken out but there is no product on my managers page and no email sent with serial number  

I’ve registered your product to your account. I don’t know why you didn’t receive an email invoice. Perhaps it was seen as spam?

Scott Sibley - Toontrack
Technical Advisor

[lawrence bertschinger]

Ordered EZ-Keys Last night, but did not receive email or anything containing serial code for installation. Also does not show up in my account.

[Scott]

lawrence bertschinger wrote:

Ordered EZ-Keys Last night, but did not receive email or anything containing serial code for installation. Also does not show up in my account.

Please contact Toontrack Support directly via the Contact Support button in the FAQ below.

https://www.toontrack.com/faq/how-do-i-contact-support/

Scott Sibley - Toontrack
Technical Advisor

[Author]

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