I had been a customer at Sweetwater for about fifteen years and have made some substantial purchases from them (ProTools HD system, high end monitors, guitars, etc...). For years I had a really good sales engineer who was knowledgable and easy to deal with. Orders were always handled well, etc.... As of today I am no longer a Sweetwater customer. Their customer service has really changed over the last five or six years. These days it seems it's more about delivering the spiel and the constant phone calls than it is about actually getting orders right or giving good advice. Last year I called and left a message for my "sales engineer" when my PTHD was expiring. With HD the renewal plan is $399/yr but if you miss the date it's $999 a year, a $600 difference. Before this I was already kind of annoyed with the "sales engineer" because he wasn't that good at giving me information. A few months before I had been running a version of HD that didn't run some plugins he sold me (no returns on those!) and had ended up buying a new Mac, external PCIe chassis, etc... to get everything working. Following that they sold me a patchbay that has some weird issues and it's been sitting in my closet ever since because my support emails are either vague or not responded to. Anyway, last year after my subscription lapsed because my calls weren't returned I finally got a hold of this guy - or I should say he must have needed some sales because he started blowing up my phone. Considering the situation I figured Sweetwater could pull some strings with Avid and say they didn't process my order and get me the $399 deal. I was only about a week out of plan. No deal, it can't be done - but we can renew you for $999! I asked over and over and the SE wouldn't even pretend like he would try to help me. Keep in mind Sweetwater is a HUGE Avid dealer and they dropped the ball on this. I refused the $999 upgrade, sent a couple messages to Avid via Facebook and was able to get the $399 deal. The only caveat was that I had to renew over the phone. So it's been a year and I figure I'll call Sweetwater and offer them my business. Once again, my plan is almost up and I wanted this done today. I call the number and spend about 15 minutes with some other guy who answers the phone getting the speech about the great service, how the staff are all musicians, etc.... Finally I tell him look, I want to place this order and give you guys another chance. He flat out refuses to process my order because he's not my assigned sales engineer. I tell him I never want to talk to the guy who has messed up a bunch of orders on me/given me bad advice. Just give me someone new. No deal. Thanks for the call but they don't want the order. Did a quick Google search and got the upgrade from Alto Music - with a 10% off coupon. Punched in my card info and they sent me a code. No emails asking me to call so they could up sell me, no 10 followup calls emails. Just what I want delivered at a great price very quickly. Oh, you can be sure that about ten minutes after placing the order my assigned SE sent me an email saying he had talked to his buddy and was ready to assist me! I'm sure I'll be getting calls in the next few days. Goodbye Sweetwater. I'm sure I'll buy the occasional sale item from them but after 15+ years I can say I've had enough.