Purchased Two $DX – no serial – cant download

[Paul]

• I purchased two SDX, and the order is complete.
• There was no serial number. The expansions are not in Product Manager.
• When I browse for new expansions and “hide the ones i own” the two I purchased are still visible for sale.
• I was very impressed with Superior Drummer 3. So much that I was doubling down on my spend to get more.
• My inital “Core” purchase was a serial thought an online retailer and it was immediate.
• Very disappointed that ordering directly from Toontrack did not give me the product.
• These files are extremely large, and I need time to download.
• I found some other reports of this in these forums. I regret my purchase.
• These products are good, but expensive. Product delivery is a critical element that needs to be painless.

was placed on June 26, 2021 and is currently Completed.

Order details

The Progressive Foundry SDX – Product Manager Download <strong class=”product-quantity”>× 1
USD179.00

Legacy of Rock SDX – Product Manager Download <strong class=”product-quantity”>× 1
USD179.00

Subtotal:
USD358.00

 

BEST ANSWER

Scott wrote:

I’m sorry for the inconvenience. I’ve forwarded this directly to Toontrack Support that handles the Webshop orders. Either someone will get back to you directly asap or I’ll let you know when resolved.

Scott, thanks for the communication about the bug/issue – and for your efforts to help escalate.

Support was able to manually add both SDX to my account, and I am now downloading both! I was not able to make epic John Bonham drums this weekend, but I will soon.

Having tried many similar products, I can say that Superior Drummer 3 is an amazing tool with incredible technology.

Thanks again,

Paul

BEST ANSWER

Scott wrote:

I’m sorry for the inconvenience. I’ve forwarded this directly to Toontrack Support that handles the Webshop orders. Either someone will get back to you directly asap or I’ll let you know when resolved.

Scott, thanks for the communication about the bug/issue – and for your efforts to help escalate.

Support was able to manually add both SDX to my account, and I am now downloading both! I was not able to make epic John Bonham drums this weekend, but I will soon.

Having tried many similar products, I can say that Superior Drummer 3 is an amazing tool with incredible technology.

Thanks again,

Paul

Topic

[Scott]

I’m sorry for the inconvenience. I’ve forwarded this directly to Toontrack Support that handles the Webshop orders. Either someone will get back to you directly asap or I’ll let you know when resolved.

Scott Sibley - Toontrack
Technical Advisor

1

Thanked by: Paul

[Paul]

Possible root cause to this error when it happens:

• My Paypal account email is not the same as my Toontrack account email.

Thanks, and I hope this is helpful.

[Mark Dickson]

I have the same problem. Bought an SDX fro the web shop whilst logged in to my account. Purchase successfully processed. Email acknowledgement received (but no serial number included). SDX not present in my product list on the web site or in Product Manager. I would very much like to be able to install the SDX asap.

Thanks

Mark

[Scott]

Mark Dickson wrote:

I have the same problem. Bought an SDX fro the web shop whilst logged in to my account. Purchase successfully processed. Email acknowledgement received (but no serial number included). SDX not present in my product list on the web site or in Product Manager. I would very much like to be able to install the SDX asap.

Thanks

Mark

I’ve also forwarded support that you are having the same issue. I’m sorry for the inconvenience.

Scott Sibley - Toontrack
Technical Advisor

[Paul]

Thanks for the very quick response Scott. I do appreciate the timely replies above.

I still do not have the products that I paid for. I have not heard anything from support. I cannot recommend purchasing through toontrack store.

Product = 10/10
Support = 0/10
Total = 0/10

Even with an awesome product, you cant make our customers feel cheated. I likely would have bought more expansions, but this is not good business.

I love the superior drummer product – but I cannot just give money away and get nothing in return. I do not want a refund or dispute the charge, I want the product I paid for. Unfortunately, Ive spent money that is ignored and I don’t have support, and I don’t seem to have options.

$399 + $358 = $757  Customers cant get support? Who do I need to talk with?  Because I am not an influencer, youtuber, or famous artist – I cant get assistance?

Is anyone at Toontrack willing to repair the issue? I should be making music instead of this.

I understand that problems happen. How we handle them and move forward is what is important.

 

[Scott]

Paul wrote:

Thanks for the very quick response Scott. I do appreciate the timely replies above.

I still do not have the products that I paid for. I have not heard anything from support. I cannot recommend purchasing through toontrack store.

Product = 10/10
Support = 0/10
Total = 0/10

Even with an awesome product, you cant make our customers feel cheated. I likely would have bought more expansions, but this is not good business.

I love the superior drummer product – but I cannot just give money away and get nothing in return. I do not want a refund or dispute the charge, I want the product I paid for. Unfortunately, Ive spent money that is ignored and I don’t have support, and I don’t seem to have options.

$399 + $358 = $757  Customers cant get support? Who do I need to talk with?  Because I am not an influencer, youtuber, or famous artist – I cant get assistance?

Is anyone at Toontrack willing to repair the issue? I should be making music instead of this.

I understand that problems happen. How we handle them and move forward is what is important.

 

I understand the frustration. I’m doing what I can to facilitate a solution. I’ve contacted Toontrack Support directly and have been told there is a order system bug and it’s being worked on. In the mean time they are having to manually release/assign serial numbers for every product registration. I’ve pinged support again just now it see why yours hasn’t been taken care of yet.

Scott Sibley - Toontrack
Technical Advisor

1

Thanked by: Paul

[Paul]

BEST ANSWER

Scott wrote:

I’m sorry for the inconvenience. I’ve forwarded this directly to Toontrack Support that handles the Webshop orders. Either someone will get back to you directly asap or I’ll let you know when resolved.

Scott, thanks for the communication about the bug/issue – and for your efforts to help escalate.

Support was able to manually add both SDX to my account, and I am now downloading both! I was not able to make epic John Bonham drums this weekend, but I will soon.

Having tried many similar products, I can say that Superior Drummer 3 is an amazing tool with incredible technology.

Thanks again,

Paul

1

Thanked by: Scott

[Author]

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