[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?

[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.

[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.

[Ken Kasriel]

I’d bet there is a big market for something with the sampling quality of Orange Tree Samples’ guitar products and the playability of RealGuitar. Add Toontrack’s talent for making things “EZ” and I bet you’d have a winner

[Ken Kasriel]

Oh well. Thanks anyway

[Ken Kasriel]

Thanks Scott. Is a demo available?

[Author]

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