I have had Chris Hein's solo saxophone package for a while and recently decided to upgrade to his Pro Volume 1 version fpr Kontakt. Usually this kind of thing is very straightforward but Chris and I just spent over two weeks debugging an issue which prevented the new libraries from being properly decrypted even when registered with a valid license key.

During the whole time, Chris was incredibly supportive and never made me feel abandoned to fend for myself. This is in contrast to Native Instruments which basically washed their hands of the whole thing. After some days of trying to figure out what could possibly be wrong he gave me, for free, one of his Pro Volume 4 library which I had no problems whatsoever installing. This, because he felt that I had gone through a lot of pain and he was feeling pretty bad about it.

Turns out in the end that the problem WAS with NI cause they did not encrypt his sample files correctly cause he has separate DVD and download versions. When we finally got the problem straightened out everything loaded up just perfectly. The reason nobody else had seen this problem was because his other customers had been using the DVD libraries and I had only downloaded versions. It was not a lot of fun trying to figure this out for me but I did it because I felt that Chris genuinely cared about solving the problem.

I just felt it would be nice to acknowledge a developer like Chris that not only has world class sample libraries but also supports them way above and beyond what I have come to expect from many of the larger companies. I don't have any reason to say all this other than as a satisfied consumer.

There are some very decent people out there that actually do care about their customers, and such stories as these are as important as the negative comments that circulate about bad experiences-and possibly even more important, perhaps, because they have a positive outcome. We don't often hear enough of these types of stories, I think.

+1 for Chris Hein libraries and his Great Customer Service.

Kind regards,
Rick

Hmmmmm so I hurry and buy the downlaod really quick and go through the same pains as you will I get Vol 4 for free too?

  Interesting..   I just got really great, "csr," from Native-Instruments..  and in 8 years of getting products from them, even though I never bought, "komplete, or machine," or any of their, "really expensive products," I've been treated like a way loyal customer. 

However..  Getting a free sample library for your troubles, is a very, very, very nice way to be made whole.  Especially something like that volume.  That is great news!!

bapu


Hmmmmm so I hurry and buy the downlaod really quick and go through the same pains as you will I get Vol 4 for free too?

Nice one lol! I think now that he knows what the problem is you won't have to worry ;-)