Top critical review
14 of 16 people found this helpful
Off To A Bad Start
on October 16, 2012
Let me start by saying that I've only been working with EZdrummer for a day, but I still would like to share my experience so far. I ordered the physical DVD software package, so those of you considering this path, take note.
First, after reading online about how miserable the installation, registration, and authentication process could be, I decided to read all of the installation instructions that Toontrack made available through the product manual and their online support, hoping to avoid others' missteps. They don't provide very thorough instructions from either resource. The majority of the information I found was from reading online reviews. Registration is easy. They made authentication more complicated than it should've been. By using some fancy overzealous security measures they overrode my MacBook Pro's ability to copy and paste the authentication code so I had to type it in manually. I don't see how this improves their product security but it does make it more difficult for someone who legitimately bought their product. Annoying, yes, but not a big deal.
Now, between those two steps I was instructed to download and install the software updates. Two of the patches installed successfully but the largest file, and what appeared to be the primary update, would not install, regardless of what I tried. So, I contacted their support and explained the problem. And this was the email response I received (yes, copy and pasted):
"Certain older versions of EZdrummer that were printed on a DVD are not able to be updated to the latest version 1.3.1."
Umm, so why did you send Amazon, which then sent me, an obsolete product that can't be updated?
The email response continues:
"The solution in this instance is to install the Full version of EZdrummer from the full download in your account, then install the 1.3.1 software update."
Ok, so why didn't your website mention this immediately and in bold print, when I registered my DVD serial number? And when I searched extensively throughout your website for an explanation as to why the update wouldn't install, why didn't I find that explanation anywhere? If I understand correctly, you had some extra outdated product lying around the warehouse that you decided to ship out to your retailers because that saved a few dollars over destroying the obsolete product and producing new, updated DVDs? Huh. That's an odd way of winning over your customers.
I will update this review after I have the chance to explore the software.