The developer Greg has responded personally to every enquiry I've had - top notch customer service, and their guitars are stellar (I have the Acoustic Slide & Lapsteel). Looking forward to V2 of their Rosewood Yamaha C7 grand which is in the works. . . OTS customer service is top notch.
Neither did I when I first bought it. No matter how I EQed it, the piano was a bit too muddy-sounding for my taste. I contemplated selling it. But then I was writing a pop song that needed a darker, full-sounding piano during an interlude, and the Rosewood fit the bill better than all my other libraries.most of their libraries are nice....but i didn't quite like the piano.