[L.Mon]

To quote Warren Buffett, “It takes 20 years to build a reputation and five minutes to ruin it. If you think about that, you’ll do things differently.” To respond directly to your comment, “Every other virtual instrument and plug-in company operates the same way,” is inadequate. It does not address the view of good customer relations and further, the impact on Toontracks’s reputation with customers. Toontracks is not creating a $5 Apple application that users purchase to play games. If you are correct that other virtual instrument and plug-in companies are also following this practice, Toontracks should innovate by changing this industry practice.

[L.Mon]

There should be a graduated upgrade price for those outside of the upgrade window for those customers who bought near the window. A “cliff” start date without any sort of consideration for those customers who purchased (days) near the start dates is sure to anger customers who purchased EZDrummer in good faith. Further, Toontracks has set the stage for customers who currently own EZDrummer to reconsider upgrading to Superior Drummer since Toontrack’s Superior upgrade is indeterminable and may be sooner than later. For me, the experience has left me with a negative view of Toontracks and the way they conduct business. When I decide to upgrade, I will review alternatives.

[L.Mon]

ORIGINAL: Rogue

There will be a demo of EZdrummer 2 available, so you will be able to judge whether it is worth the upgrade cost – that is the best I can say to customers who purchased the product a day / a week / a month before that date, sorry.

This is terrible customer service. “Sorry” is an inadequate response. I was considering purchasing an upgrade to Superior Drummer but after your response, I’ll reconsider. Your response makes me never want to do business with Toontracks again and I suspect I am not alone.

[L.Mon]

The release of EZDrummer 2 says the following: From March 13 2014 through May 6 2014, anyone who purchases EZdrummer will automatically be eligible for a free upgrade to EZdrummer 2 (digital delivery only, available for download on release day from each registered user’s personal Toontrack account). I purchased EZdrummer on March 5th, 2014, a week before the release. Might Toontrack provide free upgrades to EZdrummer 2 for existing owners within a broader window than March 13 – May 6, 2014? Thank you. Larry

[Author]

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