“For me it feels like milking the customer. There are no real changes besides the better mix check, a custom EQ and the sliders for range of the the correcton (all features that i don't need and never will use). In my opinion this changes could have been done by normal updates.
Things for a real change would be ultra low latency or impulse correction.
Don't get me wrong. This software is fine but the Reference 4 was as good as this for me.”
“ABSOLUTELY DISAPPOINTING! ONE STAR IS TOO MUCH!
Here I'm repeating partly what I already emailed several times:
On Thursday July 1. I purchased an upgrade from Ref. 3 or 4 to Sound ID order # SW-EU-48054. Following the instructions, I logged into my account and only found a serial number for Reference 3 but not for the activated Ref.4 Studio I’m using right now. There is no upgrade button. Therefore upgrade not possible.
I immedistely emailed this with a screenshot to orders@Sonarworks where I got the upgrade code from. No response.
Friday July 2. I emailed practically the same with a screenshot to support@sonarworks.com.
No response.
July 7. I found a create a ticket button or so, sent another email explaining my problem again with a screenshot, asking for a solution and got at least a confirmation.(request 105498)
Later that day someone named Max emailed me, NOT answering my questions and suggested to look into FAQ. Fantastic! Great support!
I expressed my disappointment and asked again what I need. Haven't heard from him since.
I am under the impression that Sonarworks doesn't want to be bothered with support questions at all. But support happens to be part of this business, especially if customers don't understand certain things.
I asked concrete questions what I don't understand with screenshots and what to do exactly. Nothing got answered. Instead I was suggested to read the FAQ.
As a long term customer (Ref. 3 and 4 Studio, Microphone, a calibrated headphone) I can expect a troublefree, simple upgrade process like other companies provide, and if there's a problem, a support (also with a phone number) which deserves the name.
I remember some trouble with Ref.4 Systemwide, where I finally got a separate activation code for that. Can that be a part of the actual problem?
As I said: absolutely disappointing and quite a waste of my time so far.
So, what's next? Is anyone going to read this and doing something about it?
Regards,
Werner
wschnell@wschnell-design.de”
“Software keeps crashing and has many issues, support has to be the worse that I have ever experienced in decades of audio, Emails take over a month to get a response and the response is that you are busy so waiting is another month with no help, this is just another take the money and run , very disappointing, I should have listened to the blogs and not invest in this because the support is disgusting,”
“Upgraded Reference 4 Studio to SoundID Reference for Speakers & Headphones. I have Sennheiser HD 650 calibrated headphones purchased directly from Sonarworks. While the headphones work well, I have had issues with SoundID Reference working with my monitors when I play any YouTube video. Weak crackling sound on these videos until I open settings on my 2018 MacMini 64GB ram 6-core i7 and select my Apollo 8X as the output. If I am missing something here, please let me know.”
