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An Open Letter to VSL
Last post Wed, Sep 19 2012 by Luke, 14 replies.
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Posted on Sat, Sep 08 2012 19:01
by jamsa
Joined on Sat, Dec 18 2010, Posts 43

Dear VSL,

I love your products, they are the very best! And, I'm sure you are all good people.


BUT, your web site is really really bad. It is difficult to navigate,
very hard to understand, and what's worst of all, your online purchasing
system has always been a very problematic and frustrating experience for me.


I am appealing to you to take some of that money you are raking in and
spend it on a good, user friendly and "purchasing friendly" web site that your customers can understand and use easily without all the problems.


I have spent the last three hours of my morning trying to purchase the
upright bass and jazz drums, which I sorely need to work on some
projects. Three hours TOTALLY wasted trying to spend my money on your web site. This is almost insulting to me.


I have been a web designer, and I know how difficult it can be to create
and maintain a web site like yours. But, you should realize that the
kind of problems I have experienced with The VSL site, are the kind of
things that on most web sites cause them to "lose" business. It happens all the time.


Granted, VSL has a "monopoly" on it's incredible and outstanding product
line, so people are forced to go through the painful and difficult
process of purchasing on line. But you must be losing some business. You have almost lost mine.


So, please, please, please, wont you give some serious consideration to
spending the money and have a state of the art , professionally designed
web site built to replace this old dinosaur of a site? I'm sure it would make your current and future customers very very happy!

yours in faith,
James Schlesselman

Posted on Sun, Sep 09 2012 04:12
by Mike B Studios
Joined on Thu, Feb 16 2012, Hollywood, CA, Posts 410

James,

There are things about this site that could be better, but I didn't think purchasing was one of them.

They always get my money.  Smile

I purchased the Upright Bass and Jazz Drums as well as several others and have never had an issue.

Can you share your purchasing experiance?

Posted on Sun, Sep 09 2012 05:40
by jamsa
Joined on Sat, Dec 18 2010, Posts 43

I think becasue I am in the USA the credit card transactions never go smoothly. This is the second time I have run in to this. This time I even opened a PayPal accouint and tried that. Still the transaction would not complete. I get to a page that says, "transaction successful. Wait a few moments and you'll recieve a confirmation...."  I wait, and wait and wait..... nothing. No confirmation, no bass and drums. It's been over 12 hours now, still no response.

Posted on Sun, Sep 09 2012 06:34
by noldar12
Joined on Thu, Dec 04 2008, Posts 582

Having also had troubles purchasing direct with using a credit card on VSL's site, if I need to purchase a download library, I will go through Ilio if at all possible.  Ilio is VSL's distributor in the U.S., and buying through them avoids the credit card difficulty (the issue seems to be that since VSL is in Austria, the US credit card transaction gets rejected when trying to buy direct).  Another option that generally works when buying direct from VSL is to use Paypal.

Posted on Sun, Sep 09 2012 08:53
by Stefan
Joined on Tue, Oct 10 2006, Posts 520

James,

Thank you for your letter and the emails you sent to us regarding your problem.
I'm very sorry to hear of your problem when placing an order in our web shop!


We've had a few cases lately where especially American credit cards wouldn't be charged successfully in our web shop, but when charging it in our backoffice it worked perfectly - according to our payment provider this is often due to restrictions for online transactions that some credit card companies have. This means, just like noldar12 said, that some American credit card companies are putting a flag on most transactions from overseas, including Austria.


Contacting your credit card company to announce that there will be a foreign online transaction should solve this issue. Afterwards you will most probably be able to order successfully in our web shop. Please log out and in again on our website for the new order, as this will make sure that you have a fresh order attempt. I'm not sure what the cause of the problem with PayPal is, as this usually helps in cases like this, we'll investigate here.
If the problem persists with paying via credit card, we can then offer you to process your order in our back office as a solution - please check your mailbox for instructions.


Lastly I'd like to add that we're in the process of getting a major overhaul for our website, I'm sure you'll like the new one better. :-)
Again, please excuse the inconvenience this issue has caused! 

Best,

Stefan

Stefan Steinbauer
Sales Manager - Vienna Symphonic Library
Posted on Sun, Sep 09 2012 13:09
by Vincent M
Joined on Sat, Jul 02 2011, Posts 205

Stephan,  what a nice vendor,  what a nice gentleman.  Cool 

Posted on Sun, Sep 09 2012 14:09
by Bill
Joined on Fri, Sep 23 2005, Berkshires, MA, Posts 985

This isn't a web site problem, it's a banking issue, that you'd have with any international purchase.  Use Paypal.  End of story.

Finale 25, Sibelius 2018, Notion 6, Overture 5, Cubase 10.5, StaffPad
Win10 x64, 32GB RAM; Focusrite Scarlett 18i20
Kontakt, Bunch of VSL, VIP, VEP, EWQL Orch, Choir and Pianos
August Forster 190
Posted on Sun, Sep 09 2012 17:26
by Errikos
Joined on Tue, Jun 12 2007, Posts 1065

With all sympathy to James' predicament, this thread should have been posted under the Website Issues category. If the website is flawed *and it is to my amazement for a company of this calibre), let's not make it worse. Let's be as tidy as possible. Just a suggestion.

If you can't notate/MIDI it yourself, it's NOT your music!

In these modern days to be vulgar, illiterate, common and vicious, seems to give a man a marvelous infinity of rights that his honest fathers never dreamed of. - Oscar Wilde
Posted on Mon, Sep 10 2012 05:51
by Suntower
Joined on Wed, Mar 16 2011, Seattle, Dublin, Posts 276

Woo hoo! I've been dreaming of a new VSL site!

OK, I've actually been dreaming of a 90% off Birthday Discount on Cube, but hey, if you're gonna dream? Dream large. :D

---JC

DAW: Cubase 8.5/64
Controllers: CME UF8, Roland VDrums, Exp. Pedal, Sus Pedal.
Main: Sandybridge Win10/64 16gb Boot Dr: SSD, Samples: SAT-600
Slave: Intel Q8400, 16gb RAM Win10/64
VEP5, VIPro, Chamber Strings, Tenor Sax, Epic Orch, EWQLO
Posted on Mon, Sep 10 2012 19:06
by mgr88
Joined on Mon, Sep 10 2012, Posts 1
I am in Denmark with Danish credit cards and I have the same problem. I have just spent 30 minutes trying to make my first purchase of a Vienna product and have had no success in getting my credit card payment accepted.
Posted on Mon, Sep 10 2012 20:01
by Paul
Joined on Sat, Aug 03 2002, Vienna, Posts 12393

Hi mgr88, 

The best idea is to contact our Sales Team directly:

As Stefan explained before, we know how to make purchases work. Alternatively you can also contact your CC company and tell them that you actually really want to purchase a product from an austrian company called "Vienna Symphonic Library" Smile

Best, 

Paul 

Paul Kopf
Product Manager - Vienna Symphonic Library
Posted on Tue, Sep 11 2012 01:38
by Vasa
Joined on Fri, Feb 19 2010, Posts 20

However , is true that website is complicated like all their products are.

Now I got used to this website but in the beginning it took me hours and hours to understand what I wanted to buy.

Anyway let's hope they will improve it.

See you

Lausanne / Switzerland
Posted on Wed, Sep 19 2012 00:24
by SJSF
Joined on Sat, Sep 18 2010, Posts 499

Sorry to add to the length of this thread but I just wanted to share my experience. As of now, I've spent so much time on this site that I know my way around like it's home. I've had no problems purchasing at all (just my experience). But I can still easily remember the first few times I was on here. I had been here plenty of times before but didn't give it attention cause I couldn't navigate too easily and didn't want to invest the time. Once I heard an audio demo, I invested :) But for a first time user the site certainly doesn't have the most inviting layout (Sorry VSL, I still love you. lol).

-Sean

Posted on Wed, Sep 19 2012 02:11
by Luke
Joined on Sat, Jun 30 2007, Colorado Springs, CO, Posts 21

i have been spending way more time on the site, now that im getting used to it i think its great.

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