Thought i’d start this one as a lot of people on here have had to contact customer support depts of various companies for various reasons at one time or another… generally it’s only the negative that makes its way onto forums such as this.
I purchased a controller from Novation about ten years ago now and got a copy of the Bass Station plugin thrown in as part of the deal. I’ve always been a big fan of that plugin as it sounds great and is incredibly fast, simple and effective to use so was a bit miffed when i decided to let it go as it just used too much ASIO resources when bridging in 64bit.
I noticed the other day that they’ve now updated it to V2 so i thought i’d install it and see if my serial code would work with it or if i could do an ‘over the top’ update… nope didn’t work so i contacted their CS expecting to be told that V2 was a new version and i would have to pay to upgrade (not a huge issue as it’s actually not particularly expensive), so i was really pleasantly surprised this morning to get an email from Jack on their support team apologising for my trouble and giving me a new registration key which has worked perfectly… i now have the 64bit version running happily on my system
It might not seem a major deal but for a company to do that with a plugin i kind of got for free over ten years ago is a pretty rare occurrence these days. I always did rate Novation but this has just put them up another notch in my estimation…
Anyone else got any good stories about QUALITY customer support?