Big Fish Audio = excellent support.

[Gravity Jim]

For a video game score I purchased a new instrument from Big Fish Audio, a thing called "Haka" that lets you play samples of Pacific Islanders performing tribal chants. It was supposed to synch to sequence tempo as most Kontakt instruments will, but it wouldn't synch. I checked everything I could think of, but came up empty.

So I contacted Big Fish. They got right back to me, asked me some questions, which I answered... And when my support guy Sean didn't hear from me with a happy solution, he took the initiate to contact me and ask if I had it running. I didn't.

A couple days later, again I hear from Sean. He has gone back through my e-mails and realized that I am loading the K5 version, while he was testing on K4. He had opened the K5 version, dug through the defaults and found that the new-ish K5 version had been uploaded with a default setting in the patch that essentially blocked Kontakt's synch ability. He told me where to find it and correct it, and that if I simply saved the patch in that state I'd never have to do that again.

A support CSR who actually thought about your problem when you weren't right in their face, and brought you the solution without being asked? Will wonders never cease. Sean and Big Fish get my vote for Best Support of 2012 So Far.

[James Steele]

Great story!!!