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JOliver 7th December 2019 04:13 PM

Soundtoys Customer Service
 
This has to be the absolute worst company in existence as far as customer service is concerned. I bought their bundle tues and when I put in the activation code it said “no redemptions available”. I have since emailed the company about 7 times trying to get an activation code as well as called and DMd them on Instagram. They have time to post on fb but apparently don’t have time to respond to paying customer emails. I have talked to at least 5 others with the same problem and they haven’t responded to one of them either. There were multiple posts on their social media about these problems and they went through and deleted every post that had anything negative to say and anyone with a gripe about the plugs not working. They may be great plugins but this is the absolute worst customer service I’ve ever dealt with. Either refund me or send me a working activation code it takes two seconds!

Ran_ks 7th December 2019 04:28 PM

Oh, the 3758th “worst company” thread. There are definitely too many “worst” on this planet. cooge

psycho_monkey 9th December 2019 11:02 AM

Never had a problem raising customer service, and I’ve had to a few times for different reasons over the past 10 years or so! Sorry you’re having issues...maybe wait until the whole Black Friday buzz settles down?

It’s most likely the person in charge of social media isn’t the person in charge of tech support - the roles are different - so it doesn’t really mean anything.

You’ll get it sorted out, just a little patience! Believe me - there are worse software companies.

JOliver 10th December 2019 10:55 PM

Just take a look at their Facebook I’m not the only one. I’ve talked to a ton of people who think they are being scammed. Either way it doesn’t take over a week to get someone a working activation code. I’ve sent around 8 emails now and have called the seemingly disconnected tech support line over and over with no help or communication from them whatsoever. Hopefully they do the right thing and give me an even deeper discount or something else to make up for this debacle but I doubt it.

psycho_monkey 11th December 2019 12:04 AM

Quote:

Originally Posted by JOliver (Post 14376303)
Just take a look at their Facebook I’m not the only one. I’ve talked to a ton of people who think they are being scammed. Either way it doesn’t take over a week to get someone a working activation code. I’ve sent around 8 emails now and have called the seemingly disconnected tech support line over and over with no help or communication from them whatsoever. Hopefully they do the right thing and give me an even deeper discount or something else to make up for this debacle but I doubt it.

Sorry to hear that. It’s just not typical for them. Maybe something has gone wrong in their process, and they’re just overwhelmed?

psycho_monkey 11th December 2019 12:07 AM

Ps looking at their FB it’s you and a couple of others (the same complete lack of understanding of the difference between social media and tech support teams...how dumb are people?!)...and someone reporting a virus issue which is almost certainly a case of false positives. It’s hardly an epidemic - although I agree the lack of response isn’t acceptable.

JOliver 11th December 2019 04:02 AM

Well when they are posting on social media and not responding to support tickets it’s pretty infuriating. Especially after a solid week of emails. They deleted all the complaints on their Instagram so you can’t see them too! Believe me there were a lot more. That being said they finally rectified the situation after 8 days of waiting and sent me a working code tonight. Still pretty absurd if you ask me

KBToys 11th December 2019 04:09 AM

Hey I'm going to be really honest... this year our marketing has gotten ahead of our support capabilities. Black Friday has been way more successful than we expected, and we are currently about a week behind answering support questions. Everyone here feels really bad about it, and are working as hard as they can, but it's been a long crazy slog through the Black Friday storm and everyone here is a bit worn out and tired. We are doing our best to get back to everyone! We appreciate your patience and also understand how frustrating it is to not get a quick response when something goes wrong. Please accept my personal apology for this. I don't consider this an acceptable level of customer service, and I will do everything I can to help get everyone taken care of as soon as possible. As for social media... we will remove posts for promos that are no longer active, but we don't intentionally delete any comments from our customers, either positive or negative. It's not always fun hearing criticism, but that's the only way for us to fix the things that need fixing.

psycho_monkey 11th December 2019 04:42 AM

Well - there you have it!

Thanks @ KBToys for the prompt reply :)

psycho_monkey 11th December 2019 04:43 AM

Quote:

Originally Posted by JOliver (Post 14376727)
Well when they are posting on social media and not responding to support tickets it’s pretty infuriating. Especially after a solid week of emails. They deleted all the complaints on their Instagram so you can’t see them too! Believe me there were a lot more. That being said they finally rectified the situation after 8 days of waiting and sent me a working code tonight. Still pretty absurd if you ask me

to be fair, you can bet your rep on it - every year around Black Friday, SOMEONE has a moan about a company. Or it's around NAMM or something, where small companies have a lot of their staff on site.

It happens. 8 days may not be great, but it's at least sorted now.

N1Greg 11th December 2019 06:28 AM

(deleted response)

Sorry OP, I didn't read your post carefully.

psycho_monkey 11th December 2019 11:40 AM

Quote:

Originally Posted by N1Greg (Post 14376892)
Did you try to call ST? They have a phone number, you know. If there's the slowest way to get a problem solved, it's doing the millennial stuff, twitting outrages and complaining on forums instead of being adults and, like, talking to other adults.

In his defence- he says he did in the first post, and fourth post too.

Whilst one could argue waiting only a few days at a busy time of year is a bit impatient, he has actually tried all the other points of contact - I don't think it's fair to talk down to him!

N1Greg 11th December 2019 04:20 PM

Quote:

Originally Posted by psycho_monkey (Post 14377203)
In his defence- he says he did in the first post, and fourth post too.

Whilst one could argue waiting only a few days at a busy time of year is a bit impatient, he has actually tried all the other points of contact - I don't think it's fair to talk down to him!

I missed that, the posts were focused on the email/fb stuff. Apologies to the OP. :facepalm:

Ran_ks 11th December 2019 06:56 PM

If everyone having an issue keep emailing their support every day rather than waiting for a reply after the first one, no surprise they are overwhelmed.

Also, if you're searching on their socials to find other people complaining, you could at least read their FB post where they say that due to BF sales, support will take longer than usual. :facepalm:

I know it sucks to not being able to use those great plugins right after the purchase and I would be bothered too. But calling "scam" a company that have been in this business for years with plugins praised by almost everyone is just so dumb.

psycho_monkey 11th December 2019 11:06 PM

Ok issue solved I think :)