WORD OF CAUTION TO PEOPLE CONSIDERING HQPLAYER
Been a happy Roon user for a while and decided to give HQPlayer a spin after all the hype. It was just too much for my mac mini to handle. So I sent in an email requesting a change of the license key to windows so I could use it on my I7 system. However I got the worst customer service I have ever experienced in my life.
The following is my email exchange. As of now I’m done with roon/tidal/hqplayer. Going back to Jriver till I feel less pissed off about paying for software that does not work. Quite disgusted that Roon implicitly provides support to such poor customer service.
I recently purchased hq player for MAC. But my MAC mini is too slow to run the program. I would like to install this program on my more powerful windows pc instead.
Would you please change my licence key from a MAC to windows version please.
This is why there is a free trial and explicit demand to use it. I can give you a discount coupon code for the second platform license bundle. Then you have license for both.
I have no desire to have 2 versions when I only need the windows version. Please stop trying to scam me. If you are unable to change my version please provide me with a full refund as the program does not work well on my Mac mini.
Have you read the terms and instructions on the page here:
I think it is quite clear.
By the way, have you even tried if it works for you on Windows either?
As I mentioned before, the software does not work as it should on my Mac mini. It has frequent drop outs and has shut down completely on numerous occasions due to system overload.
When I tried the software initially I used it for less than an hour before purchasing it. During that short period of time, especially since the trial stops the program every 1/2 hours I did not experience any of the issues that I now have with prolonged use of the program.
Now I am writing to you as a customer to inform you that the program does not work as it should. And furthermore it’s failure is only apparent on prolonged use which was not able to be evaluated on the 1/2 hour limited trial.
I would appreciate it if you could provide me with a full refund for this program and instructions on how to return the defective software to you. I have no desire to own this defective program now especially considering your poor customer service.
As you said it works for you. Change the HQPlayer settings to lighter ones, or buy faster computer. I am not reponsible for performance of your computer hardware. Your computer being too slow for your choice of settings is not defect in my software. Just like for computer games, your computer would be too slow to play many of today’s games at full detail settings. But it isn’t defect of the game if you cannot use full detail settinga.
Standard terms for software and other immaterial licensing applies. For most other software vendors same terms apply. You cannot return Windows licenses. And you cannot return CD’s or movies either after opening the packaging. Even if you didn’t like the content “after prolonged use”. You have taken the software into use.
There is free trial so you can make sure things work for you. 30 minutes per run and 30 days is certainly enough to see if your computer is powerful enough and the software works.
Sorry, but there are no refunds available, as clearly said on the web page. I don’t want to pay for your testing.
As I think it’s quite unfair to ask me to purchase a new computer to run your software. Would you be able to guarantee me that a new computer would run your software program without issues? As I understand, my current computer is well within the stated minimum specifications for your program.
Furthermore the dropouts and program shut downs occur regardless of the settings I use. And as I have already mentioned, these problems only occur after prolonged use, which was not possible within the limitations of your trial program which shut down every 30 minutes.
Once again I’m politely asking you to refund my money that I paid for software that does not perform as expected and as advertised.
Then it is not problem in the software, but likely dusty cooling system in your computer. When did you last clean it’s cooling system?
Computers have so called thermal throttling to protect from overheating. If they detect excessive heat, they reduce speed to stay within specified thermal boundaries.
Over time dust gathers in fans and heat sinks reducing cooling performance. Clean Mac Mini doesn’t run into thermal throttling under constant high load, it has enough cooling capacity. However, with enough dust in the system this may happen…
…also room temperature changes naturally affect cooling performance…
My computer works fine and I’ve been using it without a problem for 2 years.
If you are unwilling to provide me with a refund for the defective software please state a reason why. You seem intent on blaming me for your defective computer program.
I have not seen anything indicating that the software is defective. For me, on my Mac Mini (i5), HQPlayer works fine up to DSD128 upsampling, up to DSD512 without upsampling and all PCM rates.
Your description indicates a computer problem, not problem in HQPlayer.
Exact computer requirements naturally depend on what exactly you want to do with HQPlayer and with what settings.
Some of the heavier cases require bigger CPU, for example some cases are known to require either Intel i7-6950X or AMD Ryzen Threadripper 1950X. But this becomes very clear with one minute of playback in trial mode.
Again, your description is indicating computer problem, not software defect.
At minimum, if you are sure there’s a software problem, you need to provide screenshots of your HQPlayer settings, screenshot of HQPlayer main window while playing. Screenshot of Activity Monitor while HQPlayer playing and HQPlayer log file.
Sir you have gone from blaming me for buying your software without trying it for 30 days to blaming me for having a slow computer to blaming me for having a dirty computer.
At this point I’m done with this conversation. You have the worst customer service I have ever encountered and I suspect you behave in this manner because I am not the first person to have issues with your software.
Perhaps you should consider taking down your defective program and working on it to improve it. Attempting to scam people into a purchase and then refuse a refund with a million excuses is a very poor way to run a business.
I am done with our conversation. I will speak to higher authorities on this matter.