BullGooseLooney
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$15 To Replace Corrupted DimPro Disks Is A Ripoff
How about a disclaimer so new customers are aware their DimPro disks are only good for a one-time use and after that it's $15 every time you need to wipe your HD and reload???
I won't be buying any more softsynths from CW. Customer support is non-existent, and technical support's initial response was to try and get off the phone ASAP. Their suggestions added nothing to the solution and only caused further delays.
Seeing how we finally made it into the 21st Century how's about setting up a server so folks with NFG disks can get what they have already paid for without forking over $23.95 and waiting a week for delivery??? That would have avoided the hour on the phone to customer service this morning too.
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AT
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Re:$15 To Replace Corrupted DimPro Disks Is A Ripoff
2010/02/05 12:30:25
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My disk is fine - never had a problem w/ multiple installs. Haven't reloaded the SONAR 8. disk, so don't know about that one.
I've also had no problem w/ support. Much like other support, getting in touch the first time takes time, but after that you have a direct line w/ them. Never tried the phone.
@
https://soundcloud.com/a-pleasure-dome
http://www.bnoir-film.com/ there came forth little children out of the city, and mocked him, and said unto him, Go up, thou bald head; go up, thou bald head. 24 And he turned back, and looked on them, and cursed them in the name of the Lord. And there came forth two she bears out of the wood, and tare forty and two children of them.
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BullGooseLooney
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Re:$15 To Replace Corrupted DimPro Disks Is A Ripoff
2010/02/05 12:50:59
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Consider yourself lucky. If it wasn't already an issue, CW wouldn't be so quick with a policy in place to ding you $15 for a bad disk. So disks going bad are obviously an issue. Otherwise they wouldn't have a policy in place. Dig??? And I told the tech support guy right out of the gate that the issue was a corrupted disk. His response was to be sure the old interations were off the drive and the registry was clean. HELLO!!!! The disk was wiped and formatted and I told him that too!!!! So good old Lance gave me a stock answer, probably off a script. And wasted my time and then 2 emails later concedes the disk is ****ed. As much as people complain about Toontrack's security measures, I've never had any problems with their products. And I don't need a disk to reload, I can simply download their entire product line from their website. Hey CW, this isn't rocket science.
post edited by BullGooseLooney - 2010/02/05 13:02:30
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BullGooseLooney
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Re:$15 To Replace Corrupted DimPro Disks Is A Ripoff
2010/02/05 13:23:06
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Oh, and BTW, Lance from tech support didn't have the decency to tell me over the phone or via email that there would even be a replacement charge.
Nope.
The email said I needed to contact customer support to "setup replacement disks".
Which is apparently code for "get ready to give out your credit card info if you ever want to use DimPro again, and waste an hour on the phone doing it."
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wst3
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Re:$15 To Replace Corrupted DimPro Disks Is A Ripoff
2010/02/05 13:39:16
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Ironically I had a problem with a Toontrack DVD from DFHS, and I had to pay to have it replaced, all for seven files! At the time I was a wee bit frustrated because I thought they could email me the seven files I could not read - I went through the trouble to identify them after all.
But reality is a company has to set it's policies and then stick to them, otherwise it'd be chaos.
I think $15 is a bit steep for a single replacement DVD... but I'm not the company accountant, so I don't know, maybe by the time they get it out the door it does cost them close to that much.
On the plus side, unless you are using them as coasters, I'd be really surprised if you ran into this problem a second time.
-- Bill Audio Enterprise KB3KJF
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BullGooseLooney
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Re:$15 To Replace Corrupted DimPro Disks Is A Ripoff
2010/02/05 13:46:20
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AFAIC I shouldn't be having this problem at all. I used the disks ONCE and stored them in the case in a cabinet. Had to wipe my HD and everything else loads except DimPro. I got the impression from Lance that this has been an ongoing issue and that CW is dodging it. During my phone conversation he kept steering away from the corrupt disk idea to bad registry entries and other nonsense. Like I said, I already paid for the product. I shouldn't have to pay again and again because CW chooses to use cheap media that rots in the jewel case.
post edited by BullGooseLooney - 2010/02/05 13:49:47
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BullGooseLooney
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Re:$15 To Replace Corrupted DimPro Disks Is A Ripoff
2010/02/05 16:24:36
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Here's an email I got from Martin Hayes.
"Just wanted to touch base with you on the comment you left of our Facebook account. We erased your post because of false claims. We have in our system that you registered Dimension Pro with us on November 2, 2007. Due to policy, we cannot ship free replacement discs unless the defect was found within 30 days of initial purchase. Since, your discs were purchased over 2 years ago we had to charge you for the replacement media - $15.00 plus shipping. Sorry for the inconvenience but this information can be found on our return policy."
Sorry for the inconvenience???
No, you're not.
Your tech support guy completely dismissed my initial input about the disks being bad. He gave me useless information that had no effect whatsoever on the outcome. Utter waste of time.
Your customer service department has their hand out in order to make the issue right. $15 plus shipping or no more DimPro.
Ya know, I've got CD's over here from 1985 that still play as well as the day I bought them.
No, you're not sorry. You're trying to make a buck off everybody that buys your products and then has issues because you use the low bidder for the media that goes in the box.
And to not have any of this stuff on a server where I can just get it P2P and be done with it is just plain stupid and only further illustrates the gap between decent customer service and that provided by Cakewalk.
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AT
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Re:$15 To Replace Corrupted DimPro Disks Is A Ripoff
2010/02/05 17:21:42
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Dimension has never been downloadable - because of the file size.
And you seem to be alone on having a bad disk - no one else has reported this problem on the forum. Rather than complaining on the user forum (yes, you have made your problem know) you should complain (more) to Cakewalk directly. Squeeky wheel and all that. Nothing we can do for you here.
@
https://soundcloud.com/a-pleasure-dome
http://www.bnoir-film.com/ there came forth little children out of the city, and mocked him, and said unto him, Go up, thou bald head; go up, thou bald head. 24 And he turned back, and looked on them, and cursed them in the name of the Lord. And there came forth two she bears out of the wood, and tare forty and two children of them.
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BullGooseLooney
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Re:$15 To Replace Corrupted DimPro Disks Is A Ripoff
2010/02/05 18:25:17
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File size doesn't prevent Toontrack from hosting their engine and samples for download to registered users.
Cakewalk didn't do anything to address the issue except ask for my credit card info.
And the phony email apology posted above after I dissed them on Facebook.
So they are plenty aware.
They 're just choosing to be cheapskates about it.
If it's so unusual they wouldn't have an established policy.
But thanks for being so dismissive. No wonder CW thinks they can walk all over their customers once they have your money in their hand.
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BullGooseLooney
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Re:$15 To Replace Corrupted DimPro Disks Is A Ripoff
2010/02/05 18:29:11
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AT
And you seem to be alone on having a bad disk - no one else has reported this problem on the forum.
@
Really??? Then how come when I search for "bad disk" I get 300 hits???
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BullGooseLooney
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Re:$15 To Replace Corrupted DimPro Disks Is A Ripoff
2010/02/05 19:49:13
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I tried to complain directly.
I asked to speak to the supervisor during the first call to customer service. I got voicemail and then disconnected.
When I called back I got a different service rep, and the previously-unavailable supervisor said through that rep that I had to pay.
No phone call, no email, just saying through his lackey on the phone that I had to cough up $15 for the disks or go pound sand.
So where else is there to go to complain??? Clearly the guys with that responsibility in the customer service department don't want to hear it.
And if you take it to Facebook they'll delete your complaint.
I'd try them at home but I reckon they're out painting the town red on my $15, they needed it so bad.
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AT
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Re:$15 To Replace Corrupted DimPro Disks Is A Ripoff
2010/02/05 23:38:21
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I don't think it is a good policy and I offered advice. What I get is a personal attack. So maybe it is karma caused by your attitude. Maybe your disk was sent w/ an big assterick by your name - meaning charge him for being such a pain.
I could understand that.
Have a good one.
https://soundcloud.com/a-pleasure-dome
http://www.bnoir-film.com/ there came forth little children out of the city, and mocked him, and said unto him, Go up, thou bald head; go up, thou bald head. 24 And he turned back, and looked on them, and cursed them in the name of the Lord. And there came forth two she bears out of the wood, and tare forty and two children of them.
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leapinlizard
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Re:$15 To Replace Corrupted DimPro Disks Is A Ripoff
2010/02/06 12:51:01
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Let me get this straight ... you are making a federal case out of a $15 set of disks? You make it sound like somebody bilked $15,000 out of your retirement savings or something. $15? Pay it and move on, you are creating a lot of negative energy for minimal gain ... your body, your mind and your emotional well-being will thank you for it.
"Surf music will never die." -- LeapinLizard, 1963 "We may never hear surf music again." -- Jimi Hendrix, 1967.
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Phrauge
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Re:$15 To Replace Corrupted DimPro Disks Is A Ripoff
2010/02/07 06:57:49
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BullGooseLooney
They 're just choosing to be cheapskates about it.
Somebody is choosing to be a cheapskate but I don't think that it's Cakewalk.
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BullGooseLooney
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Re:$15 To Replace Corrupted DimPro Disks Is A Ripoff
2010/02/08 09:43:51
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Thanks for the great replys.
No, CW didn't ding me for $15 grand, but I reckon I'm still down over $30k from the guys that did raid my pensions.
It's the priciple of it. I'm tired of getting nickeled and dimed by one faceless entity after another.
It's 4 days later and I could have downloaded the gawddamned thing with a 56k dial up connection by now.
$5 says it still isn't in the mail this morning.
And no, I reckon I don't have anything better to do. I've been off work for the last 10 months so it's not like I have a lot of extra dough laying around here to waste on trying to reload CW products back onto my HD. I managed to get every last scrap of sw back but not DimPro.
But again, you guys are the perfect illustration of why one company after another can provide crappy products and service and folks will stand in line to defend the bad practices.
One day your loyalty will be rewarded with a kick in the teeth from these clowns. Wait and see.
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Re:$15 To Replace Corrupted DimPro Disks Is A Ripoff
2010/02/08 10:17:20
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Hello, I'm sorry to hear about your situation, however I would like to clarify a few points: - There is no 'known issue' with defective media, or media going bad
- I don't think its very nice of you to berate one of our tech support reps for trying to help you - again if there was a known issue with defective media why would Lance waste his and your time, we have more than enough users to assist and generally do not have time to beat around the bush. If an issue is known and we have a solution - we apply it. Sometimes we don't and it takes some investigation to find out the root cause.
- In this specific issue, the product was registered over 2 years ago - while we have no knowledge of your personal storage and disc maintenance practices we simply can't replace it for free, if every customer that ever needed a replacement got one for free I don't think there would even be a phone number for you to call . . . If you parked your car in a garage and didn't drive it for two years - you couldn't call the dealer demanding a new set of tires for free (OK - a bad analogy but I'm hoping this helps illustrate our position on this)
- I will speak directly with the Customer Service manager on your behalf to find out what happened in the communication breakdown. I do agree that at the very least a reply email or phone call (did you ever leave him a voicemail ?) should have happened.
Again, I do sincerely apologize for any confusion, misunderstanding and frustration caused in this matter. Going forward, I will ensure that all tech support reps are aware of pricing on replacement media so it is clear when the user is sent to customer service what the replacement costs will be.
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