As much as the people angry at IK would love for it not to be released today, I got my link from IK this morning and installed.  Not sure what time it arrived because I was sleeping, but woke up and email was there. Downloading sounds now.

mike_mccue
IK says Sweetwater "jumped the gun" by making the download links available on the actual date that has been advertised as the date. 

Sweetwater didn't follow instructions and sent out serial numbers so some of their customers ended up downloading useless files because the proper files had not been uploaded yet.
 
IK uploaded the files as soon as their US office opened (that timing being their standard practice) and promptly sent out the proper emails. on the proper date. Well, the proper date depending on where you live, but intelligent people understand a concept called "time zones" and wouldn't make assumptions that 12:01 AM where they live was the release time.
 
Sweetwater was in the wrong here and the joke's on them for making life harder for some of their customers by not following instructions and trying to give their customers special treatment.

larry paid them off to do it!! ;)

drewfx1
 
Sweetwater didn't follow instructions and sent out serial numbers so some of their customers ended up downloading useless files because the proper files had not been uploaded yet.
  
Sweetwater was in the wrong here... ...trying to give their customers special treatment.

 
:-)
 
I'd probably do the same thing if I had a bunch of credit card pre-orders that I was itching to process.
 
:-)

dubdisciple
larry paid them off to do it!! ;)

Now that's comedy!   

dubdisciple
larry paid them off to do it!! ;)

Me and Chuck go Wayyyyyyyy back  

I once worked for a guy who processed everything as soon as possible regardless of what he told customer.  He figured only a small number would notice or care. Of that number, most could be appeased with a form letter apology blaming software or intern. He was a total slimeball.

drewfx1

mike_mccue
IK says Sweetwater "jumped the gun" by making the download links available on the actual date that has been advertised as the date. 

Sweetwater didn't follow instructions and sent out serial numbers so some of their customers ended up downloading useless files because the proper files had not been uploaded yet.
 
IK uploaded the files as soon as their US office opened (that timing being their standard practice) and promptly sent out the proper emails. on the proper date. Well, the proper date depending on where you live, but intelligent people understand a concept called "time zones" and wouldn't make assumptions that 12:01 AM where they live was the release time.
 
Sweetwater was in the wrong here and the joke's on them for making life harder for some of their customers by not following instructions and trying to give their customers special treatment.

As much as I'd like to say "Yes yes!!" to this, it is as much our fault as anybody's.  If there was any communication issue, there are always two sides to any communication.  I'm not a sports guy but in going for the same ball, we kind of knocked into each other.  Our releases are typically happen about when the US office opens (10AM EST) but we should have been better at communicating our part as much as coordinating an automated email should have still had a "pause" button in case of a situation like this.  Short story - sorry it happened and caused confusion but the blame is also on our shoulders for sure.
 
Edit - not really THAT important to add, but in case anybody is wondering, we open the US doors at 10 (and release around this part of the day) so there's a good amount of overlap with our offices and employees around the world.  This should lead to better internal communication, but in the context of an exclusive deal with a US-based dealer it turns out to not have helped at all.  Again, sorry it happened and caused some grief.  We've certainly learned from the experience.

IK_Multimedia

drewfx1

mike_mccue
IK says Sweetwater "jumped the gun" by making the download links available on the actual date that has been advertised as the date. 

Sweetwater didn't follow instructions and sent out serial numbers so some of their customers ended up downloading useless files because the proper files had not been uploaded yet.
 
IK uploaded the files as soon as their US office opened (that timing being their standard practice) and promptly sent out the proper emails. on the proper date. Well, the proper date depending on where you live, but intelligent people understand a concept called "time zones" and wouldn't make assumptions that 12:01 AM where they live was the release time.
 
Sweetwater was in the wrong here and the joke's on them for making life harder for some of their customers by not following instructions and trying to give their customers special treatment.

As much as I'd like to say "Yes yes!!" to this, it is as much our fault as anybody's.  If there was any communication issue, there are always two sides to any communication.  I'm not a sports guy but in going for the same ball, we kind of knocked into each other.  Our releases are typically happen about when the US office opens (10AM EST) but we should have been better at communicating our part as much as coordinating an automated email should have still had a "pause" button in case of a situation like this.  Short story - sorry it happened and caused confusion but the blame is also on our shoulders for sure.
 
Edit - not really THAT important to add, but in case anybody is wondering, we open the US doors at 10 (and release around this part of the day) so there's a good amount of overlap with our offices and employees around the world.  This should lead to better internal communication, but in the context of an exclusive deal with a US-based dealer it turns out to not have helped at all.  Again, sorry it happened and caused some grief.  We've certainly learned from the experience.

Thanks for the honesty, it's an admirable quality. We are all (most of us...:) human and we sometimes make mistakes. The important thing is to admit it, learn from it, and continue forward.
 
Thanks Again for posting.
 
Kind regards,
Rick Tucker

FWIW, I think you IK guys have really stepped it up with regards to representing yourselves and offering good customer service.
 
I may be have had some fun with this but I sincerely think you deserve some credit for rising to the occasion.
 
Kudos!!!