Customer support… ??? where?

[Timothyjn]

Most of the products seem awesome.  I was just getting ready to purchase EZ drummer 2 at the advertised discounted price.  But while looking for the customer service contact channel to confirm a quick question which was not on the FAQ, I wasted time looking for a NON-EXISTENT customer contact method.  The price suddenly switched to the more expensive price.

On your website it says FAQ/Contact Support, however there is no way to contact support.  I will not be completing my purchase under these circumstances.

Sorry ToonTrack!

Topic

[John]

Hi,

as stated on the landing page of the FAQ/Contact Support link, every FAQ page has got a ‘Contact Support’ button.

Please see the attached screen shots:

BR,
John

John Rammelt - Toontrack
Technical Advisor

[Timothyjn]

…thanks John.  I see that your reply is technically correct.

However the only way to get to find that “contact support” button, is by drilling down into one of the FAQ questions.  Your opportunity for improvement here is realizing that one generally contacts customer support when none of the FAQs answer their question.  ….therefore one would seldom find their way to the contact support.  I recommend that you consider putting the landing page of “FAQ / Customer Support” which is accessed at the top of your menu.

 

Thanks again for your reply.

Tim

[Anonymous]

There is no customer support, I can’t find it either?

[Scott]

Anonymous wrote:

There is no customer support, I can’t find it either?

Click the Contact Support button in the FAQ below and fill out the webform. See pic below.

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

Scott Sibley - Toontrack
Technical Advisor

[Paul1950]

I fill out the form in contact support, check I am not a robot and hit send. then it informs me that I am not a human. request rejected. Tried multiple times. Keeps saying contact support.

I purchased a product yesterday Dec. 14. Got confirmation purchase completed. No product in my product manager. I have purchased multiple products in the past. I know how it works.

It’s not working. And your contact support is not working. How do I get your attention?

[Scott]

There was a bug in the database yesterday afternoon. Toontrack Support is on top of it now. We are sorry for the inconvenience and we’re getting it sorted ASAP.

Scott Sibley - Toontrack
Technical Advisor

[Author]

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