Please include the current documentation with products

[Ken Kasriel]

I downloaded and installed the upgrade to to EZKeys but found that the manual included is for the pre-upgrade version. Why is this? How are we supposed to know how to use the new features?

I sent an email asking for it and was told it should be available “soon”.

Why not products with the current manual? Sorry, it just seems so obvious.

Topic

[Rogue]

actually it is included with the main product(s) – EZkeys Upright and the revised EZkeys Grand, but since we had to push the software update a week to support the Gospel pack it was not possible to include the manual at that time with it.

You can however download it from the site by going to your account, right at the top of the download section.

Rogue Marechal - Toontrack
Configuration Manager

[Ken Kasriel]

Sorry, a couple of points…

1) Sure it was possible to include it. You create your own schedule and deadlines. Don’t ship until the manual is ready, it’s simple. Manuals are as important as the product, to the people who want to use them.

2) Based on what you say, email from your support was wrong then, because it said “the manual is being rewritten as we speak. Should be available soon.” When I asked if I coud be emailed it when it’s ready, he said, “We will not email the Toontrack users about the new manual, but it will however be announced in the announcements section of the Toontrack forum. We suggest that you subscribe to this section of the forum to receive a notification.” Well, you say the manual is ready, but there’s no announcement.

As I mentioned in another post this week — I never fail to get an email from Toontrack when they want to sell me something new. This proves that Toontrack has my email address. Yet once I’ve paid for something, Toontrack can’t be bothered to send an email offering advising when there’s an update, or new documentation (which, again, should already have been released with the product).

Forgive me for noticing that the attitude seems to be, we’re only worth contacting when there’s more money to be made from us. Otherwise, getting updates and manuals is up to us. Also, it doesn’t help when I ask Toontrack the same question twice and get two different answers.

[Rogue]

I can only point you in the direction of the manual… you are under no obligation to download our free updates, of course, so that when, in the rare instances the documentation does not match the product, you are not inconvenienced.

Rogue Marechal - Toontrack
Configuration Manager

[Ken Kasriel]

ORIGINAL: Rogue

I can only point you in the direction of the manual… you are under no obligation to download our free updates, of course, so that when, in the rare instances the documentation does not match the product, you are not inconvenienced.

Sir,

I assume you work for Toontrack, yes?

I don’t mean to be rude, but your second statement shows a really bad attitude. Of course I want the updates. As a customer, I am entitled to them. Ok, maybe this is a really radical idea — but I also expect that products include current manuals. And in the instances when they are not provided — hold on now, because you might find this part is just revolutionary — I would expect that a professional company, which has my details and feels free to use them to try to sell me things, would also use them to help me by sending the dopcumetation without having to be asked. If one-man developer companies can do this, Toontrack can too.

In my opinion, you are being arrogant when you could instesad be helpful, and even a bit apologetic.

As for your first statement — “I can only point you in the direction of the manual” — no, you could very easily do more — that is, if it mattered to you. Please don’t pretend you are handcuffed or something. How hard is it to use the same database, which you use to send me markleting messages, to also send current doscunenation, and update notifications? It’s really “EZ”. All that is required is that you give a damn.

[Nathan]

Lingyai,

I don’t think Rogue means to be rude, it’s just a language/culture difference thing.

In Europe, sales and support don’t do the deference thing in the same way as in the US (making an assumption here about your location). Also Mr Marechal is French, and your first reply was a little bristly

FWIW, I agree with you about not releasing the product with the manual, but I’m pragmatic enough to know that things have changed with software…

Let’s take a deep breath and start again eh, chaps?

>

SD2.3, NYII, C&V, MC, MF, ED, Latin Perc, Twisted, Pop, N1H, Electronic, Classic, Funkmasters, Rock Solid, Blues, Indie-Folk.

[Scott]

ORIGINAL: planetnine
Also Mr Marechal is French…

Rogue’s from Belgium…

Scott Sibley - Toontrack
Technical Advisor

[Nathan]

I was told he was French!

In which case, leave him alone! I narrowly escaped marrying a Belgian once, I’ll steer clear

Thanks Scott

>

SD2.3, NYII, C&V, MC, MF, ED, Latin Perc, Twisted, Pop, N1H, Electronic, Classic, Funkmasters, Rock Solid, Blues, Indie-Folk.

[Jay Coover]

OK, English is my first language. It’s my only language. Rogue’s said nothing rude here, and done nothing but explain where the manual is and try to explain why it wasn’t in the update.

lingyai is clearly the one losing his temper here. Apparently the explanation cannot possibly be taken at face value. Certainly it has ruined lingyai’s day.

Lingyai – Tone it down and get over yourself. Go read the fucking manual or something.

SD 2.3 NY vol 2/Metal Foundry/C & V/Roots 1 & 2/Music City Latin Percussion/Funkmasters/The Classic/Jazz/Pop!/#1 Hits/Electronic/Twisted/Claustrophobic EZKeys 1.1 with all the trimmings

[Ken Kasriel]

planetine — I appreciate your intentions, and don’t want to spend much more time on this, seeing how Toontrack’s attitude here seems like it’s not going to change, but

— I’m in the EU, not the US; our perceptions of what’s done in Europe differ, I guess

— it’s wrong to characterise the most bare-bones customer care as “the deference thing”, with the implication that it’s something undignified (maybe I misinterpret your gist)

— Rogue’s post was phrased fluently; I’m sure he understood what he wrote. Wherever he is from, it would be understood as pure sarcasm in any language. (For a moment I had to blink though– I thought I had landed in the Steinberg forum for a moment)

–I think “bristly” is the wrong word; though it was more assertive than my initial, polite post, since that one was completely ignored

fizbin — my post is not intended for you; if you don’t like it, feel free to ignore it. But… as you are the only using language like “Go read the ****ing manual”, it looks like you “clearly the one losing his temper here.” Maybe you should “tone it down and get over yourself,” eh?

[Juicy]

Take it on board is a more reasonable approach.

[Author]

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