STEER CLEAR of this company in my opinion. The customer service is shocking. I purchased their complete composers' collection (over $1000 worth so no small buy) along with an ilok 2 key to use it.

The package arrives....without the ilok2 key. So ok, I thought. I'll call them. But wait. NO NUMBERS TO CALL in the european branch. So I submitted a support ticket. NOT answered. So I called the US. They told me to email someone about it. They closed my support ticket. NO REPLY to the email, so I called back. Email someone else. I did, no reply.

A WEEK later I STILL couldn't use the software so I called up and kicked off a stink with them. They said they'd send me an email once they'd sorted it. No email.

So you see a simple small thing turned into a complete drama. BUT Soundonsounders - I have done my detective work and I can now give you the secret telephone number of the EURO branch in addition to the US one that's on their site:

EastWest (soundsonline) telephone: 0031 20401687
US number: 001 3239576969

Useful!

Matthew

'Shocking' is a BIT of an exaggeration.

I use all their gear and no probs at ALL.

Rather than get all stressed I would have simply POPPED out and bought an iLok. No BIGGIE really is it?

Sue

Quote Sue Dunnim:

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'Shocking' is a BIT of an exaggeration.

I use all their gear and no probs at ALL.

Rather than get all stressed I would have simply POPPED out and bought an iLok. No BIGGIE really is it?

Sue

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Actually 'shocking' is far from an exaggeration- I too have had an awful experience with them and now they have simply chosen to ignore me because I requested a refund! I purchased Eastwest spaces but it doesn't work if you have any Soundtoys V4 plugin loaded in a song!

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Soundcloud
Creature Studios

well apart from EastWest stuff sounding like crap, and PLAY being a bit of a crap shoot in the past ,I've actually had no trouble with support from them!

Quote narcoman:

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well apart from EastWest stuff sounding like crap, and PLAY being a bit of a crap shoot in the past ,I've actually had no trouble with support from them!

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Soundcloud
Creature Studios

I was searching the internet for customer experiences with East West (soundsonline) and I am having a similar terrible experience with their customer service. I ordered a product several weeks ago that they haven't even shipped yet. I have opened a dispute in paypal, called and left a message, called several more times after that, emailed support, and emailed the sales manager asking for a refund. It seems like they are completely ignoring their customers. In terms of customer support? They have none. You are totally on your own if you don't receive a product you ordered or received the wrong product, or a defective product. The US number will only get you a technical support person. I have no idea how to get in touch with (meaning by phone) anyone who could actually issue the refund. I am one step away from escalating the claim through paypal and seeing if that will get me anywhere. I feel like they have cheated me out of my money and now want to dodge me for as long as they can until I give up. Is this any way to run a legitimate business?