Poor service from WAVES

[toolskid]

Hi all,

I sent this mail to waves five days (three working days ago)


Hiya,

I am using the NPP atm and have noticed a serious bug that appears to be
worse in the current versions of waves than it was before. Whenever I have
a waves plugin focused it removes the functionality of the tab command. In
older versions of waves you had to press 'enter' to restore functionality
to ProTools, now even this doesn't work. Is this being addressed in an
imminent update? This is quite a serious problem for my workflow and a
plugin shouldn't rob important functionality from the host app. The only
other plugin I've found that does this is the free Vinyl plugin from
Izotope. As it is free theres nothing to complain about. As I have paid
for my bundle AND wup I feel this should be addressed by Waves.

yours faithfully and eagerly awaiting your response

Emre Ramazanoglu

I sent another reminder today and they still are ignoring this..

Anyone else bothered by this problem?
__________________

[lowfreq33]

I doubt you'll get a response. Waves is notorious for their poor customer service.

[toolskid]

Originally Posted by lowfreq33

I doubt you'll get a response. Waves is notorious for their poor customer service.

Yeah I know of their reputation. I've mailed them again... I only posted here as I am interested if other users find this as much of a PITA as I do...

[imgoinmad]

Confirmed...I emailed them a couple of times with questions I wanted answered before I purchased their software but never got a response. You'd think they'd have responded to something when there was potential for income.

[toolskid]

I've sent them another reminder..

[tifftunes]

I've seen enough negative "press" here (and other forums) to have had it with Waves. I'm currently replacing my Waves with whatever I can come up with, but most often the UAD1. See ya Waves (he says waving buhbye)!

[toolskid]

wow

they replied


Dear Emre,

This is a known issue when the Waves system takes over the Tab. This issue should be fixed in our next update release.

P.S.

if you are using a PPC Mac try releasing the Tab from waves by hitting on the ESC button. It might fix your issue.




If you need further assistance feel free to contact us or visit Wavesupport.net - Waves Audio Technical Support

Best Regards....




I'm really pleased by this! Maybe a new leaf?.....


ps:


no..... escape doesnt work ;)

[sevendaysoff]

don't get me started on waves.

2 years ago a ilok was stolen from our studio, we filed a police report, whole nine yards. I own 3 other waves bundles (the ilok stolen had the gold bundle on it), totalling upwards up $10,000 including WUP.. they refused to give me back my liscense for the gold bundle, even with the police report, and even though the ilok was covered the temporary liscense was eventually revoked. URS & McDSP BOTH gave me the licsenses that were on the ilok that included the gold bundle, which was stolen, after I faxed them a police report..

The worst was after they revoked the temporary liscense, I called and asked the tech support what I was supposed to do, seeing as how the ilok was stolen.. his reply... FIND THE ILOK .. wow thanks man, great advice! (looks for emoticon of happy face shooting himself in the head)

There goes $1500 . I was greatful that URS and McDSP were so helpful, unfortunately those were the least expensive plugs on the ilok.

Waves is notorious for horrible customer service. we could probably exceed the bandwidth for this entire forum with waves horror stories.

[backplay]

Originally Posted by sevendaysoff

don't get me started on waves.

2 years ago a ilok was stolen from our studio, we filed a police report, whole nine yards. I own 3 other waves bundles (the ilok stolen had the gold bundle on it), totalling upwards up $10,000 including WUP.. they refused to give me back my liscense for the gold bundle, even with the police report, and even though the ilok was covered the temporary liscense was eventually revoked. URS & McDSP BOTH gave me the licsenses that were on the ilok that included the gold bundle, which was stolen, after I faxed them a police report..

The worst was after they revoked the temporary liscense, I called and asked the tech support what I was supposed to do, seeing as how the ilok was stolen.. his reply... FIND THE ILOK .. wow thanks man, great advice! (looks for emoticon of happy face shooting himself in the head)

There goes $1500 . I was greatful that URS and McDSP were so helpful, unfortunately those were the least expensive plugs on the ilok.

Waves is notorious for horrible customer service. we could probably exceed the bandwidth for this entire forum with waves horror stories.

Wow, that's disgusting
How can a company be so "only in it for the money".

If i had a story like that, i've would at least used the pissing monkey.
I'll do it for you.

waves

[Jim Roberts]

Just to balance this out a bit.....

I've been a Waves customer for years - initially purchasing the $2500 Gold TDM bundle many years back. Since then, I upgraded to Platinum TDM a few years ago and recently purchased the SSL TDM bundle. Let's not forget my WUP payments.

Point being, I've got a lot of dough invested into Waves licenses. I have to say, I have never once had a bad support experience with them. Every/any time I've felt the need to contact them via phone or email, I have always gotten a reasonably prompt response.

Look, I'm not saying I'm thrilled about the WUP payment (although in it's current state - it's a bit more fair) BUT I'm always surprised when I read all of the negative posts about them. Not doubting anyone, but it's 180 degrees apart from my experiences.

While I do use several other plug-ins from other manufacturers I can tell you that anyone that comes to my place expects there to be the familiar plug-ins available.

Anyhow, just thought I'd post. For the record, I have no connection or relation to Waves other than the investment mentioned above.

Jim

[Duardo]

I realize that Waves is far from a perfect company, but as far as the stolen iLok is concerned, I think it's great that URS and McDSP both replaced your licesnses, but I can certainly understand why Waves wouldn't...if it was stolen from your studio and you filed a report was it not covered by insurance? Sure, it really woudln't cost Waves anything to replace it, but that doesn't change the fact that someone else stole it and is using those plugins. That's not something any manufacturer should be held responsible for...not to mention that if word got around that they were replacing stolen licenses what would be to stop more licenses from being "stolen"?

For what it's worth the few times I've had issues that have required support from Waves they've been nothing but helpful in their responses, but I haven't had any issues I'd consider to be "serious".

[gainstages]

I've been using waves products for over 10 years i think. I have had a couple of minor blips during that time is all, and Waves worked everything out for me each time. In fact, one time they bent over backwards to help me out. There was one time where they left out one key detail regarding an upgrade, and it caused me some problems, but they had a guy stay late after work just so he could call me at a time that was convenient and he spent at least 30-40 minutes walking me through everything step by step.

so are they perfect, no, but they've been pretty good, and the one time they gave me bad advice, they did go out of their way to help me get back on track. on top of that, their plug ins are pretty dang good all around. I use some type of waves plug in on EVERY job i do.

[backplay]

Originally Posted by Duardo

not to mention that if word got around that they were replacing stolen licenses what would be to stop more licenses from being "stolen"?
.

Paranoia

[Funk Dracula]

I wouldn't agree that Waves has poor tech service. Not the greatest tho. I've dealt with worse for sure. Digidesign used to actually hang up if you were outside compatibility, or whatever, once that was disclosed..

It is Waves policy that is poor.

Regarding stolen iLoks;

No other software company has a policy like this, even after police reports. Waves treats paying, registered customers on the defensive as if they're CRIMINALS.

They are so paranoid it is offensive.

[imgoinmad]

They don't treat their customers like criminals, their policy is clearly posted on their website:

"Waves does not offer replacement keys or authorizations for lost or stolen iLok keys.
We suggest insuring your iLok key to cover this possibility."

Expecting them to replace the authorization because you have a police report is silly. That's like saying Ford should replace your uninsured car cause it was stolen (and you have a police report). What you're suggesting is absurd.

[Funk Dracula]

Originally Posted by imgoinmad

They don't treat their customers like criminals, their policy is clearly posted on their website:

"Waves does not offer replacement keys or authorizations for lost or stolen iLok keys.
We suggest insuring your iLok key to cover this possibility."

Expecting them to replace the authorization because you have a police report is silly. That's like saying Ford should replace your uninsured car cause it was stolen (and you have a police report). What you're suggesting is absurd.

It is clearly stated, but really a pain to find. Thru the whole purchase/registering process this is not disclosed. You can even try a search for "stolen iLok" or just even "iLok" on Waves' site and not find this information. Only after googling "Waves stolen iLok" did I first find their policy. It's kinda hidden bro.

Again, no other software company takes this position. So the thought of replacing licenses isn't so silly in comparison to experiences with other companies.

[Animus]

Originally Posted by imgoinmad

They don't treat their customers like criminals, their policy is clearly posted on their website:

"Waves does not offer replacement keys or authorizations for lost or stolen iLok keys.
We suggest insuring your iLok key to cover this possibility."

Expecting them to replace the authorization because you have a police report is silly. That's like saying Ford should replace your uninsured car cause it was stolen (and you have a police report). What you're suggesting is absurd.

A car is a tangible product though and something you can "own". You don't own Waves plugs. You simply have a license to use them.

[Duardo]

A car is a tangible product though and something you can "own". You don't own Waves plugs. You simply have a license to use them.

No, you don't own the plugins, but you do own the license to use them, and if that license is on an iLok, then it is tangible...and if someone has stolen it, they're likely either using it or they've sold it to someone else who is using it.

Again, no other software company takes this position.

Are you sure about that? I seem to recall a thread on the DUC a while back where someone had lost an iLok with authorizations from multiple vendors and some of them replaced them, some of them replaced them for a fee (that was less than buying them outright) and some of them told them they had to buy them again...

[terminal3]

Originally Posted by Duardo

No, you don't own the plugins, but you do own the license to use them, and if that license is on an iLok, then it is tangible...and if someone has stolen it, they're likely either using it or they've sold it to someone else who is using it.

But that's the thing: unless you've stolen the iLok of someone you know, there's no way to tell what licenses are on it other than through trial & error (good luck!)

So you couldn't sell some random iLok you found on the street very easily, it could have Waves Mercury or it could be empty...

[Funk Dracula]

Originally Posted by terminal3

But that's the thing: unless you've stolen the iLok of someone you know, there's no way to tell what licenses are on it other than through trial & error (good luck!)

So you couldn't sell some random iLok you found on the street very easily, it could have Waves Mercury or it could be empty...

What he said +1

[Jay Kahrs]

In the late '90s I spent several hunderd bucks on a Waves bundle for my then raging Windows '98 machine running Logic...

When I finally retired that system two years ago & bought a whole new rig I contacted Waves to see about an upgrade, not expecting anything for free & knowing that I'd have to pay something...

What they told me though was that the product was "too old" so tough luck buddy. Go purchase a new bundle at full retail. They wouldn't even offer a 10% discount... not like I wanted "new" plugs... just current versions of what I already had!

Didn't get that kinda thing from Sony, Steinburg or anyone else... Geez. Even Ditch-A-Design has better service and that's saying something...