Support requests not being answered

[DangerTime]

On May 6th I purchased EZ Drummer 2. On May 7th I contacted support. Since then I have written to support 3 times, once per week. I have not received any communication in response at all. Not even a reply to confirm receipt of my request. What is the problem?

Topic

[Erik Phersson]

Have you checked so the e-mails from support hasn’t ended up in you spam filter?

I have forwarded this to support.

Erik Phersson - Toontrack
Head Of Development

[Jesper]

This happened to me too. My post here at the forum is awaiting moderation since 4 weeks, I updated the question 11 days ago but that didn’t help.
Also sent a question to support even longer ago that never got an answer.

Jesper

edited: This helped though, got an answer now.

[Michael]

Hi DangerTime,

Toontrack support uses an auto reply that confirms that your message was received when a support request has been sent to us. It is safe to say that if you do not receive the auto reply, we did not receive the message.

Most commonly, this happens when the email address in the contact support field is entered incorrectly. We are sorry for the inconvenience. The support team has now emailed you directly to resolve your issue.

Michael Sanfilipp - Toontrack
Technical Marketing Coordinator

[Author]

Replies