[RANDY BURKE]

Contacted Rikk and had a reply within a few minutes (wow!). Had a new black box with color graphics from TT on my door step a day later. Everything is working great. I’m sure my wife and neighbors are impressed! Your products are very inspiring. Thanks Rikk, Martin and all of the TT gang for clearing up my issue. Even my local GC is more knowledgeable.

[RANDY BURKE]

One more question about the black box of DVD’s that Guitar Center gave me. It doesn’t appear to have the Metal Foundry DVD. My black box included 5, S2.0 disks and 2 other disk that have files for: EZdrummer, EZplayer, Claustrophobic EZX, Twisted Kit EZX, Drumkit from hell EZX, Latin, Vintage and Nashvile EZX. I didn’t load the last 2 disk because I only have purchased online codes for S2.0 and Metal Foundry.

Should I head back to GC for Metal Foundry now?

[RANDY BURKE]

Thanks for the reply Martin but giving me drill duty is not the best answer and not a complete answer. The fact remains that there are many customers wondering through the process. I do appreciate and think you are truly sorry however the fact remains that TT has a problem with GC’s.

Went to GC and asked to talk to the manager of pro audio department. Very helpful but still not aware of the process. A few minutes later he returned with the “Black Box” of DVD’s. He said there was a a box of 20 to 30 on a shelf in the back room. Makes me wonder about the other 29 poor souls searching for answers in my area.

Because you make a good product and I do like the support you have given I think I will create an education poster for GC employees to hang on their wall. Simply a communication issue that can be easily resolved. I buy products to make my life easier or to make me happy, not to do someone elses job. Please consider giving out better information on TT’s web site if a customer buys from a local retailer. My time is just as valuable as anyone elses.

Thanks for reading my complaints, my issue is resolved. I will still recommend and buy other products from Toontrack.

[RANDY BURKE]

My issue is the same as Yttrium and Jasin30. Purchased SD cross grade from EZD and MF at Guitar Center. SD on Jan 10 and MF on Jan 23. Went back to GC in Wichita KS today and they didn’t have a clue that I need the DVD’s for complete install. After hours of thinking I’m doing something wrong or not understanding the process I went to this forum, not very good customer support on GC’s end. My statement to Toontrack is train your vendors or don’t let them sell your product. I appriciate the help I found in this forum and will be at GC first thing in the morning. Maybe GC is going to give me the DVD’s or maybe TT is going to help resolve our issues but the fact remains that I am left wondering. I think the TT web site should have more information in the Product Sales or Download section that explains the process. I wish I would have bought your product directly but I wanted to support my local music store.

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