Vienna Symphonic Library Forum
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  • Support requests going unheeded

    Dear nice guys at VSL. Still new to these forums, please could you clarify something for me.

    Is posting on this forum a good way of getting support from VSL people on issues, or are we better off emailing you guys direct.

    The thing is, a lot of these problems are seemingly common amongst seemingly a lot of your customers. Thus, by airing them here, far from highlighting shortcomings or annoyances with VSL, it will benefit everyone who reads these postings, especially when they are replied to by members of the VSL team. I have learned a whole bunch about stuff I didn't even know I was having a problem with.

    Chinablu posted over a week ago, politely about missing samples in the opus 1 package, met by silence from VSL. I appreciate someone needs to read the forum and then pass requests onto someone else to deal with, but a simple..."we are looking into it" would be nice.

  • Raw,
    as i said in your other post reference a missing sample for Chinablu, the request was posted on Saturday at 6.44pm. It's certainly not a week yet, unless you're using a calendar none of us have heard of.
    It's a little unfair to imply VSL suffer in the customer service department. I could list many many companies who take a lot longer to reply to customer requests if at all. In fact, VSL get more compliments for the speed of their customer service than any other company i've seen, and i sense i'm a lot older than you are.
    You've certainly the right to voice your opinion, but it's ingracious to claim something that isn't factually correct.

    I'm confident Chinablu will get the answer he wants soon, as it's rare for any VSL team member to be away for long.
    Now, you said something about Support Requests, implying more than one. What are the others specifically? I'm no genius, but if I can help, I will.

    Regards,

    Alex.

  • Hi Raw,

    I already apologized in Chinablus thread for absolutely missing the whole thread. We are constantly monitoring the forum and are trying to give as immediate a reply as possible. Please forgive the delay...

    Best, Marnix (pouring ashes over his head...)

  • Hemitage...you are completely right. It is not a week at all. I think I am wishing my life away! Thanks for putting me right.

    Marnix, thanks for your reply too. I look forward to continued two-way communications with everyone.

    Hope I didn't appear rude!

  • I think it's amazing that the "executive creative" himself, no less, answers these questions for us, that is just great to see. Sometimes you have to just wait a while for the weekend to pass but I've seen nothing but great support on this web site and very helpful assistance. Frankly, it's even better than I expected for a product of this calibre and price (I'm a pro edition owner).

    Miklos.

  • Miklos,
    You shouldn't be surprised at all.
    It's what you get when you buy a 'Rolls Royce instead of a Ford.'

    Great mechanics!

    regards,

    Alex.

  • I know this probably isn't the first time this has been suggested, but wouldn't it make sense to have a FAQ section about VSL's products and not just how to post here?

  • A FAQ would make a lot of sense.

  • last edited
    last edited
    it's in the works [:O]ops: a pdf is available for download here - the knowledgebase-type page will be finished during summer.
    christian

    and remember: only a CRAY can run an endless loop in just three seconds.
  • Hello,

    I sneaked a bit into the FAQ and some things caught my eyes:

    On p.4, 2532, Intro, please: This is true but only for the Symphonic Editions, the Horizon series libraries also are availible in Kontakt and Halion formats.

    On p.12, 14257, Solo Strings or Pro Edition: You could have mentioned that at least Solo Violin and Solo Cello is included in Pro Edition String Package, and there is a VIP price if you also purchase the Solo Strings package later.

    On p.20/21, 11931, Legato Instruments in Opus 1: I'm not sure, but aren't the bass extended instruments now having legatos availible in Opus 2? However, the list you provide there is not complete, it is missing e.g. Horn, Ensmeble Horns, Trombone, Ensemble Trombones, Tuba. The legato bass instruments are also mentioned later, on p.111, 13155, Bass Clarinet...

    On p.61, 4960, Memory & XP: A link to Mat's automated tweaking tool might be helpful here, because it does all the fiddling in the registry for you without needing to open it yourself. There are also presets for the most common combinations in the program afaik.

    Also, I maybe missed it, but I didn't see a question about long loading times in GigaStudio. Maybe that would be useful to add to the FAQ there's a tool shortening the loading times by a large amount of time.

    All the best,
    PolarBear

  • Hi PolarBear,

    thanks for your comments on the FAQ document - I'm presently looking into the issues you mentioned, and an update will be available soon. It's always good to know that people are reading the stuff! - Or is it only you? [[;)]]

    regards,
    d.