It’s only fair to vent if you mention the positive things when it comes to customer support. And honestly I like to spread these great experiences so everyone can vote with their money and support the companies who really care about their customers.
The other day I was setting up a score mix and decided to use Exponential Audio’s Nimbus as one of the quasi surround reverbs. I know it’s not available as a multi-channel plugin (not yet), but I thought in multi-mono it can still be a nice solution. However, I’ve found that it’s not available as a multi-mono plugin.
I didn’t know the reason so I wrote to Exponential Audio’s support to ask if this is intentional. They responded within 24 hours, actually read my mail because they already checked that it is really not there as a multi-mono and told me they look into it, it is a bug and they’re going to solve it.
Without too much praise, in my opinion, this is how a professional treat their customers and take care of his/her products. Again, Exponential Audio proved that they not only make some of the best reverbs in the plugin world, but they take their work and support seriously. If you don’t know much about them, go grab the demo, I’m sure you’ll end up spending some money there.
Wonder why do I have so many customer support stories? Because in my opinion simply venting and moaning on different user forums is not enough. We all should send bug reports, crash logs and experiences to developers so they can make the products we use better. Most of them welcome these. Those are the worthy ones.
And voila! This happened almost a week ago, and Exponential Audio already released the updates that cures the problem. What else a mixer could wish for? You can download the new releases here.