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Amazed at Spitfire's online support...

Discussion in 'SAMPLE Talk' started by Lee Blaske, Aug 8, 2017.

  1. Lee Blaske

    Lee Blaske Senior Member

    I know there's another thread going about quality of support, but I just had a really unique experience with Spitfire Audio that I think warrants its own thread. ;)

    I was scratching my head regarding installing the BT Phobos library on my new computer. I initially tried installing just the update, in hopes that I could link it to the content previously downloaded on an external SSD now hooked up to the new computer (a la the way you do it with Spectrasonics). Subsequently reading the manual, though, I discovered that Phobos requires a complete download each time. There was a link in an open instance of Phobos for help with library issues. I clicked it, and it took me to a page with info on resolving the problem. Then there was a chime, and live help (a guy named Sandy from Spitfire) was asking if I needed any assistance. Whole thing was resolved in minutes (he reset things in my Spitfire Library Manager so that the whole library would download once again).

    Pretty incredible to get this level of service. Spitfire certainly has put a lot of effort into linking the service to the plug-in and the help page. And, they've got smart people right there waiting to step in. Very thorough.
     
  2. pfmusic

    pfmusic Senior Member

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    Feb 9, 2017
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    Excellent, Sandy from SA helped me earlier this year with a sustain problem I was having with Felt piano. He gave me brilliant support and helped to sort the problem.

    Great company and brilliant support :)
     
    Lee Blaske likes this.
  3. Mornats

    Mornats Senior Member

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    Feb 21, 2016
    Sandy's helping me out with an issue right now :)
     
    Lee Blaske and pfmusic like this.
  4. lp59burst

    lp59burst Keeper Of Odd Knowledge (Kook)

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    SF Bay Area
    I have an Aunt named "Sandy"... Aunt Sandy is that you..? :sneaky: ;) :cool:

    Seriously though, I'm a huge fan of SFA. They really are setting the mark high in my opinion.
    From "Concept" to "Content" to "Delivery" to "Support" I think they really are quite impressive. :2thumbs:
     
    Last edited: Aug 8, 2017
    pfmusic and Lee Blaske like this.
  5. tack

    tack Damned Dirty Ape

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    It's a little known fact that one of the criteria for joining Spitfire's support department is that you have to legally change your name to Sandy.

    Fortunately the name works for both sexes (and all those in between).
     
    Jaybee, ptram and Lee Blaske like this.
  6. SpitfireSupport

    SpitfireSupport Active Member

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    May 8, 2017
  7. Fleer

    Fleer Senior Member

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    Boston/Cambridge
    Spitfire support rocks indeed :2thumbs:
     
    pfmusic likes this.
  8. synthpunk

    synthpunk Senior Member

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    Hell's Kitchen-Orlando
  9. ptram

    ptram Senior Member

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    I only had a couple pre-sale questions, but they were asked in minutes, with clarity and kindness. Not bad at all.

    Paolo
     
  10. lp59burst

    lp59burst Keeper Of Odd Knowledge (Kook)

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    Sep 11, 2016
    SF Bay Area
    Nice tie... personally I would have gone with a light blue one... it goes better with Beige/Tan/Taupe... ;)
     
  11. synthpunk

    synthpunk Senior Member

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    Hell's Kitchen-Orlando
    Christian's Blazer fits him well.

     
    passsacaglia likes this.
  12. newwest

    newwest Member

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    Jun 3, 2011
    I sent in a ticket about tuning issues on the celli for Chamber Strings and never heard back.
     
  13. SpitfireSupport

    SpitfireSupport Active Member

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    May 8, 2017
    Hi newwest. We never knowingly ignore a genuine support ticket, there must have been a technical issue. If you DM me your email address, I can look into it. Ben
     
    D Halgren likes this.

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