Refund getting denied for faulty product

[Bubson]

Some help is requested here

I bought EZDrummer 3 with a few expansions last week, and was very aware of the terms of service how toontrack doesn’t give refunds if you download the product, fair enough.

But in my case Ezdrummer has been causing repeatable constant crashs via studio one. for context studio one has not crashed on me for a good 8 months after upgrading to windows 11.

If I add ezdrummer 3 to my projects I can repeatably cause studio one to crash on closing project every time, and also it will randomly crash during projects. no error message, just closes studio one all of a sudden.

I have been talking to support about this for the last week and sent video showing the issue, have been willing to help figure out the bug.. but also constantly told them that due to myself having workflow as a very important factor to me, due to this constant crashing and the software costing a good amount of money, I would like a refund as it is not something I would want to add to projects within the near future due to the issues I am having.

Unfortunately, they keep hoop-jumping me and denying the refund. any advice would be appreciated from the community and if anyone at toontrack sees this I would certainly like to speak with a manager.

I dont think its much to ask for presuming toontrack has good customer care.

Thanks

Dan

EZdrummer version: 3.0.3
Operating system: Windows 11

Topic

[Brad]

Hi there,

Sorry to hear you are having trouble with Studio One and EZD3. I have been using EZD3 with Studio One and Pro Tools with no issues, however I am running on a Mac, therefore I can’t give you anything specific to help. However if an application abnormally terminates, there should be a dump file .dmp produced which give some idea of what is happening.

Does the standalone version run OK? Is there a specific session that this is happening with or any session?

Are you using MIDI from an EZD3 track or from within Studio One?

EZdrummer version: 3.0.3
Operating system: macOS Monterey (12)

Mac Studio M1 Max, RAM 64 GB, 1TB Drive, OSX 12.x/13.x and Windows 10 (VM)
DAW: Studio One Pro (always up to date)
DTX Express III (Extreme triggers), Nektar LX88
OWC Thunderbay Mini (4 X 1TB Sata SSD), Express 4M2 (4 X 2TB M.2 SSD), Envoy Express (1TB M.2 SSD)
Presonus Quantum, Faderport & Faderport 8
Black Lion Sparrow Mk2 A/D, FMR-RNP-RNC, MIDI Xpress 128, BM5A, KRK VXT4, Equator D5
2020 Macbook Pro 16GB RAM, 512GB SSD Audio(mobile rig)

[Bubson]

Hi Brad,

yes I had gone through the steps to check the dmp file, but due to the nature of the crash. Studio one just immediately crashes to desktop with no error message or anything. I dont even get the crash dialog when i open it back up. There is no dmp file in the file area that toontrack told me to check.

to be honest i am beyond worrying about fixing the software problem itself and more concerned with how too track is deciding to handle the matter.

I understand they dont allow refunds if the software is downloaded, but if a customer runs into such software problems, there should be no question that I should be able to get a refund without any fuss.

currently very frustrated that i have spent roughly 300 in total for software that doesnt work and they dont care to do the right thing.

EZdrummer version: 3.0.3
Operating system: Windows 11

[Author]

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