So Sweetwater customer support (via email) is nonexistent?

[Kirean]

So after years seeing people shill for Sweetwater’s customer support, figured I’d give them a shot and placed an order for a plugin (digital delivery). After a handful of days, the product is still waiting to be delivered (at least they haven’t taken the payment yet either it seems).

Now I can understand if they don’t want to or can’t service foreign customers.

Have sent a couple of emails (one via the form, one directly to the customer service agent that was supposed to deal with the order) with a some days in between (accounting for 4th of July as well), but not a single reply back.

So I take their email support is completely non-existent?

And yeah. They’re pushing hard for their phone number, but would not rather call, as that would basically double the price of the item (being overseas and all).

How hard is it to give a quick heads up (“Hold on. Looking into it!”)?

1

[Brian]

That’s a bummer!  I had not ordered anything from Sweetwater for a couple years but ordered a PDF format book recently.  It was late evening and I didn’t look for it until the next day.  I had an email that there was a problem processing.  I realized right away that my card on file probably expired (it had).  Once I updated it and sent an email to “my customer service rep” I had the PDF in less than 10 minutes and a reply from the rep.  Certainly if they have some policy against outside US sales they should be up front about it and at least have a canned response for email queries.  I supposed they could be waiting on the publisher, but you still deserve a reply/update.

[Kirean]

Yeah. I suspect it has to do with Paypal not processing instantly, despite the order going through (but again, I’ve yet to been charged). But it’s kind of hard to resolve it, or any other issue, unless they communicate. Can’t think too many times when it’s taken more than a couple of days for a company to respond (and if there has been, at least there’s been an indication that the issue has been received and will be acted upon).

Guess I’ll try a different email address tomorrow.

[fretman]

Or try calling them. In my experience their customer service has been excellent.

Studio One, Windows, RME UFX, Yamaha MSP7

[Kirean]

All is good. All is dealt with. Just took a bit longer than I expected. I suppose I assumed that if your personal sales engineer is unavailable for whatever reason, at least one of the more generic forms of contact points would go to a generic sales/support person. Especially when the issue should not specifically require that particular person.

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