I Don't Know How Some Companies Stay In Business
I love EWQL software. It's great.
Customer service, not so much.
For starters, the installation procedure for this stuff is a nightmare. The instructions are NOT clear at all. For one thing, you can't even install the sound libraries until you download and install the play engine first. I can understand needing the play engine to use the libraries but to have to even install them? Makes no sense and had me pulling my hair out of my head trying to figure out why I kept getting 1720 errors on a Windows script that, for whatever reason, couldn't run. I finally, out of pure luck, figured out that I needed to download the play engine to install the libraries.
Oh but it gets better.
The authorization wizard is supposed to be in program files/east west. Well, it's not. I thought maybe it didn't install with the installation. Finally somebody at the forum told me that it might be under program filesx86/east west. Sure enough, that's where it was.
Why would it be under x86 when it's a 64 bit application? It makes no sense.
Oh but it gets better.
I'm trying to figure out how to just purchase a license for an additional product that came on the drive that they sent me. Do you think I could get a straight answer on that? NOOOOOOOO.
Finally, I took a guess and guessed right.
Oh but it gets better.
They send me the authorization code for the product.
Now, the product I bought was EWQL Symphonic Orchestra Gold. There is Silver, Gold, Platinum and Diamond. When I got my receipt it had authorization numbers for Silver and Gold. I couldn't understand why they sent me Silver when I ordered Gold. So I figured I only needed to use the Gold number. They didn't say in the email that I had to us both.
Well, after I authorized the product and tried to use it, it gave me a message saying that it wasn't authorized. Finally, after tearing out my head trying to figure out why it wasn't working, I entered in the code for Silver too. Sure enough, that unlocked the product.
Oh but it gets better.
I had ordered something from them through Sam Ash at the end of August. It was supposed to be there by like the 7th of September.
It still never arrived and nobody knows where it is.
How in God's name does this company stay in business? Granted, their sounds are amazing and maybe that's all anybody cares about and they put up with everything else, but their customer service, ordering, installation and verification procedures are a nightmare. iLok essentially punishes honest buyers because of all the crooks out there. Has to be a better way.
Having said all that, tomorrow morning I am finally going to make some kick ass music and kick my new business into high gear with this new tech.
But God bless East West. They are one nightmare of a company to deal with.
Customer service, not so much.
For starters, the installation procedure for this stuff is a nightmare. The instructions are NOT clear at all. For one thing, you can't even install the sound libraries until you download and install the play engine first. I can understand needing the play engine to use the libraries but to have to even install them? Makes no sense and had me pulling my hair out of my head trying to figure out why I kept getting 1720 errors on a Windows script that, for whatever reason, couldn't run. I finally, out of pure luck, figured out that I needed to download the play engine to install the libraries.
Oh but it gets better.
The authorization wizard is supposed to be in program files/east west. Well, it's not. I thought maybe it didn't install with the installation. Finally somebody at the forum told me that it might be under program filesx86/east west. Sure enough, that's where it was.
Why would it be under x86 when it's a 64 bit application? It makes no sense.
Oh but it gets better.
I'm trying to figure out how to just purchase a license for an additional product that came on the drive that they sent me. Do you think I could get a straight answer on that? NOOOOOOOO.
Finally, I took a guess and guessed right.
Oh but it gets better.
They send me the authorization code for the product.
Now, the product I bought was EWQL Symphonic Orchestra Gold. There is Silver, Gold, Platinum and Diamond. When I got my receipt it had authorization numbers for Silver and Gold. I couldn't understand why they sent me Silver when I ordered Gold. So I figured I only needed to use the Gold number. They didn't say in the email that I had to us both.
Well, after I authorized the product and tried to use it, it gave me a message saying that it wasn't authorized. Finally, after tearing out my head trying to figure out why it wasn't working, I entered in the code for Silver too. Sure enough, that unlocked the product.
Oh but it gets better.
I had ordered something from them through Sam Ash at the end of August. It was supposed to be there by like the 7th of September.
It still never arrived and nobody knows where it is.
How in God's name does this company stay in business? Granted, their sounds are amazing and maybe that's all anybody cares about and they put up with everything else, but their customer service, ordering, installation and verification procedures are a nightmare. iLok essentially punishes honest buyers because of all the crooks out there. Has to be a better way.
Having said all that, tomorrow morning I am finally going to make some kick ass music and kick my new business into high gear with this new tech.
But God bless East West. They are one nightmare of a company to deal with.
-
seasoned -
Thanks
{{ DiscussionBoard.errors[8516096].message }} -