Well, I am still sitting on the fence here. This is why.
This breaks down into two specific areas:
1. Customer support.
2. Installation process.
I did a test and downloaded a couple of demos - Sampletank and Ampire. Neither showed up in my DAW. I think the reason for this is that I chose the install destination. I installed Modo Bass (demo)and Modo drum, without changing the default setting, and these work fine. I am guessing nothing works if you ignore the default installation destination. But - I have no idea and there is no clear guidance on this.
My original question to support was - 'How do I go about making a fresh install?' This was not answered.
Therefore, I am concerned that when I try to install (say) Sample Tank and Ampire - they just will not show up. Knowing that I am unlikely to get official support, I am somewhat nervous about the whole process.
I understand that answering endless questions from multiple users can be a great drain on the resources of a company - but...
1. If everything is working ok, then there should be no need.
2. If there were a complete guide for installation that took user experience into account (in my case - how to make a fresh install) then the heat would be taken off support staff.
3. Other VST companies have good support - and buyer confidence is linked to the quality of support.
4. On a positive, although I have not been impressed by official support - the support here on the forum is very good.
I may pull the switch, as I know Modo Bass and Drum work, and this would be a cost-effective way of getting the full versions of these. Also, there is no doubting the quality of IK Multimedia products.
I may not pull the switch as, if I run into difficulties, I realize that the support is not there, and I may well be left with *a lot* of software that I cannot use.
As to the installation process. I have watched too many Youtube guides on how to track down missing folders and files, as well as descriptions of the somewhat antiquated and lengthy process of installation. This is not helped by zip files expiring if they are not saved to an external hard drive. This is something I have never come across before. [Some of these videos are a couple of years old, so I acknowledge that the information in them may be out of date.]
The guys on this forum are doing sterling work - BUT - should this be necessary in the first place?
I am saying all of this not to be negative, or (as in my post that was taken down) to express my frustration. I am posting this to feedback user experience that may be useful to IK in improving that user experience (and increasing sales). I am also not the only person with concerns over these issues. It is just good business sense to listen to both positive *and* negative feedback and use this to improve and fix problems that customers are having. So, I am not 'ragging' on IK, they are a great company, that has produced some of the very best music software. I hope these comments are taken as they were intended.
In short, the products themselves are simply the best in class. If the same were true for the installation process and product support, IK would already have my cash. As it is, I am sitting on the fence not feeling confident that I have the time or know-how to install the products correctly.
