IK Multimedia's CS is ABSENT
IK Multimedia's customer support is going from bad to worse. I contacted them about two weeks ago regarding a partial malfunction in my Tonex pedal. I received an automated response; stating that a representative would follow up on the issue. Now, two weeks have passed, and there's been absolutely no response. I also called again about Tonex Max software which is supposed to come with the pedal, which is nowhere to be seen in my product manager, and received another automated response, as usual: a representative would contact you as soon as possible to follow up. Now, a week has passed, and there's still no follow-up, no contact, and absolutely no attention to customer needs. What exactly is IK Multimedia's problem with customer service? This is almost exactly what happened to me with Headrush, and I had to sell their Pedalboard and switch to Tonex and IK Multimedia. The same story of lacking updates and bad after-sales customer service keeps repeating itself. I think I should switch to Neural and get the Nano Cortex, which has proven its worth over time. It has many updates, and its customer service and attentiveness to customers’ suggestions are more than good. Update: After writing this review, I was contacted by ik Multimedia customer service; however, they refused to repair the tonex because I hadn't purchased it directly from their website, and also because I wasn't the first owner. In short: anyone considering purchasing any ik multimedia device should be aware that they must be the first buyer/owner, because even if the warranty is still valid, it's registered in the first buyer's name. Since I'm the second buyer, I was excluded and refused any servicing, even though the warranty period was still valid. This is a clever and malicious tactic on their part to minimise maintenance or repair costs, even within the warranty period. As for the software problem, it stems from the complexities of the ik product manager, which could have been easily avoided if more attention had been given to software engineers and the way apps, products, features, and updates were differentiated, and their integration and functionality with each other were made clearer. I don't deny that there has been some progress, but there's still much to be done. IK Multimedia isn't healthy for me, nor for my musical creativity in my opinion. The methodology of low prices doesn't mean it doesn't seek profits or dislike excessive utilitarianism; rather, it digs holes from every angle to trap you, indifferent to your rise as a creative musician or your slow demise like any customer of unhealthy fast food. Musicians, or music enthusiasts in general, these days, are numbers consuming numbers; plugins in an endless market of digital profit for the same sound, tone, voice, with visual fantasies that manipulate the listeners who now hear with their eyes, and they are subjected to a non-magnetic or rather unconscious hypnotic hype.