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  4. Praise for VSL Support

  • Praise for VSL Support

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    Over the past year or so I have contacted support several times and have always had a quick response and a very helpful person on the other end of the keyboard. Contrast this with another sample set I own (EastWest) and the story could not be more different. I have had a problem with my sample library specifically the engineer's voices are heard in the background of the samples (can you beleive it?). I raised this 6 months ago and not only haven't they fixed it but EastWest have decided not to respond to any of my emails.

    Support is far too important with software companies especially when you are spending thousands of dollars. If any of you are thinking of buying from EastWest then pray that nothing goes wrong because they won't care once they have your money.
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    The support team for EastWest gets wildly inconsistent feedback from users.  I don't know how or why it happens but some people seem to get regular support where over the course of a week their problems are worked out, some get crazy support where the staff truly goes above and beyond, and some people get terrible support where it takes a month just to make contact, or contact is never made at all.  I made a post about unusable Runs patches (there are half a dozen unusable Runs patches in one particular library of theirs) and the Admin came in, confirmed it, escalated it to the programmers and said it would be fixed in the next update.  Lo and behold, the update came out months later and it wasn't fixed.  That library only seems to get updated every year or two, so guess how happy I am about that.

    I've never officially contacted support with VSL but I can already see a drastic difference.  I made a post here about a product that didn't have a "Try" button, and the next day a trial license and download files were available to me.  I made another post about a strange inconvenience with a product, and within a few days it was announced that there would be an update to correct it.  That update was out within a couple of weeks.  My trial license for the product hadn't even expired yet and my problem was fixed with an update. VSL just seems to do everything right.
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    Hey Casiquire,

    Thanks for your thoughts. Perhaps support is based on how famous your are. I have seen several high profile composers quoted on their web site. I'd say they would go above and beyond for them and maybe have little time for mere mortals. The problem with that strategy is that all well knowns were at one point mere mortals.
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    Come on guys, there's no need to trash East West here. They're perfectly capable of washing their own dirty laundry in public, without us piling on as well.

    DG
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     I never enjoyed EWQL samples as much I enjoy VSL's. So many people prefer EWQL over VSL and I understand, because they are looking for something big and cinematic type. I personally, don't like their Woodwinds and Brass at all. It lacks emotion and passion, it's legato is very stiff and a big conundrum for me to understand. I would rather prefer use VSL in any way rather than EWQLSO but this is just my opinion. Their way of treating their costumers are not the best, I would rather prefer VSL contact support.
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    My intention isn't so much to trash on them as it is to showcase how good VSL is.  EastWest is hardly the only developer with slipshod service.
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    @Casiquire said:

    My intention isn't so much to trash on them as it is to showcase how good VSL is.  EastWest is hardly the only developer with slipshod service.

     

     Maybe I over exaggerated [:D] It happens but the thing is I rather prefer VSL over EWQL. EWQL does not fit my taste, that is all. Maybe I was being too harsh. I hope no one got offended [:(]
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    >I have had a problem with my sample library specifically the engineer's voices are heard in the background of the samples (can you beleive it?).

    That's not cool. Care to share which library / instrument / samples you're talking about?
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    It is the RA library and samples of the frame drum percussion which features quite a bit in my new work. I only wish VSL would come out with samples for these more exotic percussions. I do realize it takes time for VSL to get libraries out because they do it properly.

    The fact that there is a problem with the sample set is forgiving but what is not is that they don't respond to support requests. When this problem was raised I had back and forth emails from, what seemed like, offshore support. They kept telling me to reinstall, restart and, for the most part, blaming me for the problem. It wasn't until the engineer came on board and looked at the problem and found it that they told me they were working on it. That was many months ago and I've based a big part of my music, which has taken over six months to write, on this sample set. If I have to get another sample set then this will take a lot more work on my part. But I guess I thought I was buying quality because my first sample set purchase was VSL and I mistakenly thought that EastWest would be of a similar quality both of product and service.

    I have little choice now but to take more formal action against them. Companies should not be allowed to take thousands of dollars from customers and not even respond to emails.