Hi Matthew, thank you for sharing your honest opinion about our plug-ins and our support service. We understand that delayed customer service responses are frustrating, especially when you’re urgently waiting for it. We sincerely apologize for the inconvenience and although we can’t promise that there won’t be a wait in busy times like before a product release, we will take your feedback as a learning. That being said, we really appreciate your honesty, as we can only learn from feedback like this and we are more than happy to hear that positive review on our plug-ins! 🤗
I actually had the total opposite experience with Sonible customer service. I purchased the smart bundle through a different vendor, but for some reason the smart comp license didn't work. I emailed them that night, by the next afternoon I had a new license in my inbox...That being said I love that you're honest about your experiences because people need to know the good and bad aspects. You handled it very tactfully, which is part of why I dig your videos. 👍
That's great - I appreciate you commenting that because I really don't know if my experience was just an unfortunate fluke or representative of their overall customer service. My hope is it was just dumb bad luck.
Sonible is cool. I use several of their products. My only issue with them is that I've found SEVERAL pretty serious bugs and reported them months ago and never heard another word about it and certainly never saw an update that fixed them. For example, in smart limit, if I turn off TP and set the ceiling to -1 the actual output is -1.1. Furthermore they claim the meter is a TP meter but if I turn off TP limiting the plugin does not display the actual TP level when it should. On top of that TP mode seems to be broken. I will turn it on and while the meters in the limiter SAY the output level is -1 is I put a different metering plugin after the limter it's showing the TP level is crossing the ceiling. So TP mode isn't working properly and you wouldn't know it by using the built in meter in the limiter. There are more issues too and on other plugins they make. I made them aware of all of this but haven't received any updates from them or seen them release any updates either. These are pretty serious if you ask me. I still use the plugins tho lol. They sound great! If you know about the issues then they aren't such a big deal because you know to look out for them. Hopefully it's just a me and my system issue. I would hate for the community at a large to be using these plugins when they are broken like this without knowing it.
Sonible is my first choice for my mixes. Sonible has given me NFR license for SmartEQ, but I have purchased most of the other products in support of the company, though as little as it may be. Thanks for sharing your personal view.
Hey Mathew, I agree with your assessment of Sonible... especially the 5/5 for sound quality. I have had some customer service interaction with them before and my experience was a 4/5... not too bad at all. Thanks for doing these videos... they are def interesting for us audio nerds :)
Same thing, love the Sonible products and personally push them to my peers/students, unfortunately I’ve had a very mixed customer experience, either basically wonderful, or atrocious, due to various problems of my own and many problems with windows I’ve unfortunately had to deal with Sonible customer service many times, I have the feeling you seem to get somebody who really is on the ball or someone who doesn’t know/care, not knowing the company personell setup it would be hard to make a comment that is really on point, I basically agree with you 100%.
Sonible plugins are really nice stuff. I use them often. For a given version of a plugin you evaluate, the quality, workflow, and features will remain constant. So that is straight-forward to evaluate. But, tech support can vary depending on the day/person. Yes 9 days it too long - but is it always 9 days? Is 1 experience enough data points to know? It seems harsh to withdraw endorsement after one support issue, where they admittedly made a mistake, but seem willing to fix it.
I’ve dealt with customer service issue with a different company. Customer service is a big deal considering we have so many options these days. Don’t waste my time and money. To this day I will never buy from that other company, never!
Bad customer service is very disheartening. My feeling based on some other comments on this video, Sonible's response both before making the video and after, and just gut, is that this was a rare situation where the ball got dropped: and turned out to be a guy who makes videos about their products (oops).
