reFX Audio Software Reviews 33

After requesting my latest Master Key File for Nexus 2 wich i bought
they assumed i would share or sell illegally my Licence wich i still have here in front of me

The owner of ReFx Nexus assumend i refuse to give a reason why i would like to have my Master key file
after i told him twice i would like to keep on using also my Nexus 2 with my elicencer...wich he replyed that there is no reason to do so after upgrading to Nexus 3
after further inappropriate and offensive messages he called me an axxhole wich he is banning from further support.

I never had such an rude conversation...i can imagine that they are Overwhelmed with they support system or people pirating there stuff but not every customer is the same and telling a customer i can see where you have been last month is a little scary to me...i really regret buying Nexus

Don't ever lose your elicenser (kinda absurd that it needs to be hooked up for every use) but if you do you'll be advised to "simply buy a new one" then when you need the license they'll tell you to wait until you mail it back and it's received (even though they can clearly see which elicenser you received with your order) and if you don't have it - they won't do anything for you. Just you know, buy it again. Trash customer service. At least if you're a minority.

poor service and theft they already mentioned that you can install on 3 systems in this Covid everyone is forced to work online i let my team installed the nexus in their system and guess what i got banned refx banned my account and don't want to give me refund please do not buy from these theft

I am glad to see other people have had issues with the owner and the other staff. I have had countless issues. The elicenser broke multiple times and they now refused to send me anymore. They told me that the elicenser is like cash and that by losing it it’s like losing money and I am out of luck. They told me I am a horrible customer because I have never bought out an expansion and have cost them money through live support and replacement licensers. He said they’ll never do business with me again and I can no longer seek out customer service with them. He told me that the elicenser breaking was probably because I banged them around and did it on purpose. Hands down the worst company I have ever dealt with and the worst customer service. The owner is a very mean and rude entitled person. I hope one day the truth comes out about this company. Be careful if you decide to do business with them. Please don’t make the bad decision I did. Now I’m out $320

I work for a large media company and have problems with software crashing recently. No phone contact only chat. Losing valuable time getting our customers product. Responses from reFX have been trivial instead of helpful. Have bought quite a bit of product from this company but they don't seem to care about a professionals loss of time.

The owner has a bad attitude and does not know how to handle customer complaints. They have got the attitude of "we have a ton of customers and we don't have to deal with your complaints". Their product is decent but good luck if you ever need support !

Terrible coustomer service and refund policy.

EDIT: Unfortunately after 10+ years of using Nexus, I now officially no longer support reFX, because of their awful customer service and lack of aftercare when an issue arises with their software. I'm having an issue updating Nexus using their unstable Cloud software and they won't solve it just because I use Wine on Linux. I wouldn't mind but they just straight-up closed my ticket without offering any advice at all. I don't even care about the $5k+ that I've lost, I'm just disappointed with ANY company that feels the need to treat customers so poorly. I urge everyone to stay away from reFX and use literally any other VSTi - you can get so many others for free or cheap and with far better customisation and support.

OLD REVIEW:

reFX is a great provider for the EDM community and getting on to being a greater provider for other genres too. With its 'Nexus' product in particular being one of the leaders in romplers for pros and newbies that both just want some quick and easy sounds to use for their music.

Whilst their samples and software are of excellent and modern quality, their support needs a little work. They don't exactly seem to know how to treat a 'distressed' customer. Despite their customer support needing a little professionalising, I haven't personally had any other issues and their discounts are very nice during the Christmas period! Although as paragraphs below will explain, these discounts apply for everyone and there doesn't seem to be any special reason to be a loyal/long-term client to reFX.

After a few years I thought I'd update this review a little now that Nexus3 is on the way and they are removing support for the forsaken eLicenser using their own licensing servers instead. They are offering a free upgrade for customers who have bought Nexus2 in the last 3 months, and a $49/€49 upgrade for customers who bought Nexus 2 in the last 6 months, and $99/€99 after 6 months.

Now whilst I completely understand no customer should consider themselves 'entitled' to a free upgrade no matter how much of a long-term customer they've been, or how loyal they've been, it makes no sense to have two different prices in such little time. What makes May 1st so significant that people must pay $50/€50 more before that date yet $50/€50 less after that date? I also buy all the expansions every year to show my loyality for their work - despite reFX not really showing their appreciation for such towards the clients that have kept them alive.

In my opinion, it would surely make sense to just have one date and one price (e.g: if Nexus2 was bought in a year, everyone gets Nexus3 free. If Nexus2 was bought over a year ago, pay a $49/€49 upgrade fee). This example would make so much more sense and surely get reFX a LOT more sales compared to the amount of complaints I've seen on the reFX Facebook page alone, of long-term customers (such as myself) not wanting to pay so much for a slight visual upgrade, some fixes that should be applied on Nexus2 anyway, and a selection of new (possibly recycled/generic) factory samples. I also wouldn't be surprised if the upgrade is going to become a necessity for some future expansions.

Regardless, my review will remain 3 star until some weeks pass where I can hopefully update my experience and receive a slightly better price and/or explanation from reFX themselves explaining their reasoning behind the choice of pricing, and their lack of loyalty to long-term, all-expansion-buying customers.

Nexus2 is the main software they offer. It comes with a dongle to protect their software from illegal usage. Fair enough... now if you loose the dongle which I did ... you have to repurchase the whole software again! What a joke! No more software from them I am afraid regardless how cool that product actually is ... no customer service = no future sales; even Microsoft allows you to reactive their product or Steinberg does with their dongle policy ...