disconnected from tech support

This is meant to let those customers who have not yet purchased a native instruments product that there are inaccuracies in the advertising/documentation for at least one native instruments product that a consumer should know about. I recently purchased FM8 to use as a plugin on my son's DAW (athlon 64 4000+, 3.75G ram, windows XP pro, cubase studio 4) and it won't work. I was able to install it after some helpful advise on this forum so that cubase recognized and tried to initialize it, but that's as far as it went. Cubase never started, because it couldn't load FM8. I called tech support (my dime), and they told me that I must have XP service pack 2. This I do not want to install. Call me crazy, but every time I have ever installed an update from microsoft, it has caused some big headaches, and on the DAW, I just don't need headaches. Also, the DAW is not online, so I'm not worried about security, and too, the box the software came in plus the website itself claim that FM8 works with Windows XP. So I told the tech support technician these things, and we basically argued (he refused to transfer my call to a supervisor) for several minutes, and he disconnected the call. Now, I have a choice. I can go and get service pack 2 and hope, or I can try to return the software. Here is my advise to potential customers: there are other synth plugins out there. Look elsewhere if you don't want poor customer support.

 

windows xp service pack 2

Hello cellodont -- sorry if you had a misunderstanding with our support agent, however it is true that many common computer audio problems can only be corrected by updating your OS, sequencer host, or applications to maintain compatibility between them.

Windows XP Service Pack 2 in particular is a crucial update for most audio software, we would definitely recommend this for any Windows user using our software. If you don't have it installed, this would be an important first troubleshooting step for a wide variety of issues.