54

[Scott]

OK. I’ve asked for specific details regarding how you feel that Toontrack’s pricing policies have been disingenuous (5 days ago with no rely) and instead of answering any of them, you continue saying how no one will help you. Ok, when you can get around to replying to my exacting questions that were directly and succinctly asked to provide support, let me know. Otherwise I get the impression that you prefer just to vent rather that receive real tech support. Which is fine, and as I’ve stated before, I have no desire for a pricing policy argument.

PS. I’ve heard back from support. They have no support ticket submitted from anyone with your email address. Did you contact Toontrack via the Toontrack web form? Or did you contact the dealer you purchased from? Or did you use another email address when contacting Toontrack?

Scott Sibley - Toontrack
Technical Advisor

[Scott]

Anthony Manti wrote:

Well, after Scott asked for something other than the link I provided, I thought it was pretty clear what I felt are issues, but I will try and type up a more concise even though I’m not sure how else to explain at this point. Probably have to do it later or tomorrow.

Thanks for the help, I appreciate it.

I don’t feel Scott was not trying to be difficult, it’s spelled out pretty well right there how he chose to go about this and it just goes towards confirming what people feel the attitude of Toontrack is towards it’s customers….then no follow-up here or via support.

By now most companies would have someone in a position to help at least reach out to the customer. What is one to think of how any other issues will be handled if support emails just get ignored, even when bringing attention to the issue here as well?

I’ve done my best to try to understand what the issues are here and I still haven’t understood. You say it’s “pretty clear” however both Brad and myself are unclear so there is obviously a disconnect between when you think it’s clear and what we (and probably Toontrack support) are perceiving as not. You take that as an indication that I (or support) have just chosen to disregard you. However, I’ve done forum support for Toontrack for 13 years so I’m not a novice here. I ask questions in the hopes of getting info to either provide support or channel it to other sources. I shouldn’t be expected to provide the answers without  clarification when I ask.

So, I’ll try to decipher the questions and problems.

“The first issue was no email response, but I don’t know what kind of turnaround is normal. Everyone is struggling nowadays to keep up so it could be understandable.”

I don’t have an answer. Forum techs and Toontrack Support are separate entities and I can’t say why you haven’t got a reply. I’ll personally forward this forum post to support.

“I thought I saved 120 bucks, but oh wait, it doesn’t come work the pack you normally get or get now.”

I have no idea what this means. EZD2 comes with 2 kits. Modern and Vintage. Those are the libraries it has always shipped with. From that I also can’t tell how your purchase fell short of your expectations.

“I asked the dealer if I could return the item and repurchase it so that I could wait to activate it until now and feel ok about it all. They couldn’t, even though I wanted to buy another, which I understand. Perhaps they could have asked Toontrack at that point. I don’t know.”

If you’ve contacted the dealer that you purchased from, I’m not sure what more a forum tech can do to help. I don’t even know who the dealer is. If you feel mistreated about it, ask them for a full refund.

“Then I see the SDX bonus is over and that even with an upgraded I would have been granted that when I registered. At least many are.”

What is this SDX bonus you refer to? Can you provide a link? This is unclear.

“I understand what will probably be the reaction. That’s ok. I’ll hope for different. Premium prices are one thing. Nobody is forcing us to buy…but the advertising and sales are not done in good faith. I mean 20 bucks saved for BF and I had no clue? That’s not honest.”

Not sure what wasn’t done in good faith as you didn’t purchase from the Toontrack Webshop and I really don’t know what the raw deal was that you think you got. Please provide exact info about this

Please answer some of these questions with specifics.

 

Scott Sibley - Toontrack
Technical Advisor

[Scott]

EMILSAM VELAZQUEZ wrote:

CAN I RETURN MY LAST PURCHASE? I GOT IT WITHOUT KNOWING THAT I NEEDED SD3.

I CANNOT USE IT

To request a refund, please contact Toontrack Support directly via the Contact Support button in the FAQ below.

https://www.toontrack.com/faq/how-do-i-contact-support/

Scott Sibley - Toontrack
Technical Advisor

[Scott]

EMILSAM VELAZQUEZ wrote:

TO THE HELL WITH TOONTRACK. DELETED AND GET ANOTHER BETTER PROGRAM.

 

BYE TOONTRACK PIECE OF SHIIT!!!

What is your issue?

Scott Sibley - Toontrack
Technical Advisor

[Scott]

EMILSAM VELAZQUEZ wrote:

WHE GOING TO INSTALL IT TELLS ME SOFTWARE UPDATE IS REQUIRED. WHAT CAN I DO

Operating system: macOS Big Sur (11)

What are you trying to install? Looking at your account it looks like you purchased the Hip-Hop EZX that requires EZD2 and you have EZD1. Is this the problem?

Scott Sibley - Toontrack
Technical Advisor

[Scott]

Anonymous wrote:

There is no customer support, I can’t find it either?

Click the Contact Support button in the FAQ below and fill out the webform. See pic below.

https://www.toontrack.com/faq/how-do-i-contact-support/

Scott Sibley - Toontrack
Technical Advisor

[Scott]

I’m not sure what you’ve done so far to do the transfer but you will need to contact Toontrack Support directly to set it up.  Use the Contact Support button in the FAQ below.

https://www.toontrack.com/faq/how-do-i-contact-support/

Scott Sibley - Toontrack
Technical Advisor

[Scott]

Your pic shows the library menu that is a combo of mixer and kit piece presets.

The kit presets that you are looking for are found in a different location. See the FAQ below:

https://www.toontrack.com/faq/where-are-my-ezdrummer-2-drum-kit-presets/

Scott Sibley - Toontrack
Technical Advisor

1

Thanked by: ccabena

[Scott]

OK. I’m sorry you’ve had a bad experience. I still can’t make heads or tails of exactly what the bad experience is from what you’ve said so far. That doesn’t mean you don’t have valid issues, I just can’t tell exactly what they are.

Having said that, forum techs don’t have much power in terms of refunds and your best bet is to contact Toontrack directly which sounds like what you’ve done. Is also a possibility that they don’t understand what you are asking of them either so that may be an issue. If you want a refund, you’ll have to ask specifically. If you want to vent over pricing policies, you may not get a back and forth argument but I don’t know.

Any more issues specifically I can help with?

Scott Sibley - Toontrack
Technical Advisor

[Scott]

Anthony Manti wrote:

Ok, so I’m hoping that toontrack steps up with a bit of understanding and good faith. I won’t get into my personal situation, but every penny needs to count.

The first issue was no email response, but I don’t know what kind of turnaround is normal. Everyone is struggling nowadays to keep up so it could be understandable.

I bought EZkeys, EZdrummer, the Hip Hop EZX and two midi pack for keys (I think they were anyhow, it’s been a crazy few weeks here). I did this on the BF Sale. 70 bucks or so for drummer. I thought I saved 120 bucks, but oh wait, it doesn’t come work the pack you normally get or get now. So doing the math I save a whopping 12 bucks and in reality and because of what is likely to happen in the end I may lose money. Either way any savings will be tiny and not worth the trouble this has been.

I asked the dealer if I could return the item and repurchase it so that I could wait to activate it until now and feel ok about it all. They couldn’t, even though I wanted to buy another, which I understand. Perhaps they could have asked Toontrack at that point. I don’t know.

An upgrade path to SD3 was a real possibility here too. A store I shop at I have credits with and for a brief time, a time I could have jumped on the deal, they had a good cash back reward. I would have been thrilled…aside from at that point I would have had the Hip Hop pack and that might be very will covered in SD3 anyhow? I’m not sure…that is another thing I had questions about so far as what overlaps to both SD3 concerning EZX and midi packs…as well as what overlaps in general with EZX and midi.

Then I see the SDX bonus is over and that even with an upgraded I would have been granted that when I registered. At least many are.

That represents a ton of money to most of us, but had it all worked out that way it would have felt fair. It’s top notch stuff. However, going into this unassumingly I can’t help but feel lousy about the whole experience.

Not sure I can feel good about it or even use them now…and the thing that got me all jazzed about it all was my buddy was gonna gift me his Alt-rock pack. That would be a blast for me.

I understand what will probably be the reaction. That’s ok. I’ll hope for different. Premium prices are one thing. Nobody is forcing us to buy…but the advertising and sales are not done in good faith. I mean 20 bucks saved for BF and I had no clue? That’s not honest.

I won’t bother asking the other product questions and going down gathering that knowledge until I see if perhaps I can be made whole here, suck it up as that’s life and move forward with the product, or if I can’t, just sell it off. Maybe I could start over next BF with a fresh look at it.

Thanks and be well

Ok. Not sure of the question in there yet.

Are you asking for a refund?

Are you asking about if the Hip Hop EZX sounds are included in S3? They are not if that’s a question. Different drum kits recorded in a different room with different gear and a different producer.

Can you break it down to questions I can answer?

Scott Sibley - Toontrack
Technical Advisor

[Scott]

The forum mods aren’t equipped to handle Webshop or order issues. The best we can do is provide the FAQ with the Contact Support button.

https://www.toontrack.com/faq/how-do-i-contact-support/

Scott Sibley - Toontrack
Technical Advisor

[Scott]

brett clarin wrote:

Aha! That is the problem. They were installed default into VST3. They should default to VST2 folder!

I can just drag the files to the correct VST folder. Or should I reinstall? How would I reinstall?

ty

No don’t drag them or move them. You don’t have to reinstall either. I believe Toontrack installers put them there to future proof them. They most likely will release vst3 versions and it will make it easier. Just set the path in Cubase

Scott Sibley - Toontrack
Technical Advisor

[Scott]

brett clarin wrote:

It says VST2, there is no place to select VST3 directories. Cubase has them set up in the directory I am using and where Toontrack is located. Are the plugins VST3?

They are VST2 plugins. Please try and set the path.

Scott Sibley - Toontrack
Technical Advisor

[Scott]

brett clarin wrote:

I don’t think there is a path to select for VST3. In Cubase it only asks for directories for VST2.

Cubase 11 supports VST3. You should be able to set the path to VST2 or VST3 plugins in the same place in Cubase. If you set the path, do they show up?

Scott Sibley - Toontrack
Technical Advisor

[Scott]

brett clarin wrote:

This image did not show up in my original post. Thanks.

Can you post a pic of the Cubase plugin manager paths showing the path to C:\Program Files\Common Files\VST3\Toontrack

Scott Sibley - Toontrack
Technical Advisor

[Author]

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