pretzel.rocksReviews of pretzel.rocks

Response from pretzel.rocksSep 14, 2023

Hi CrYsY Gaming, We truly appreciate your feedback and thank you for your time. To begin, we'd like to address the long delay in reply. We've only been able to claim this review page very recently. With that said, the issue you have experienced is something that we are well aware of and is stemming from a connection error detected between Pretzel and Streamlabs. This has affected some of our users when they've logged in through Streamlabs for the first time, where a second account is automatically being created using a temporary Streamlabs email. This means that instead of connecting to the Pretzel account already created and linked, users often get confused and end up purchasing a 2nd subscription. While this is unfortunate and we are working towards a permanent solution, we're always happy to assist in merging the accounts and providing a refund for the 2nd subscription purchased. Regarding your comments on the music we provide, while we can never guarantee in perpetuity that tracks listed (at time of use) safe for upload to Youtube will always remain safe; we can guarantee that you will not receive DMCA Takedown Requests or Copyright Strikes. If you've received a VOD Mute from Twitch, these are also not DMCA Takedown notices. We do not promise that claims won't ever be applied or that you won't receive mutes, because at the end of the day the artists will always have say over how they wish to license and monetize their music. Note, if tracks are updated as no longer safe for use when they were prior, our system will update itself to show this information. Furthermore, as it sounds like you need an account merge, it would make sense that you have received claims. It's likely the connected Youtube account is not associated properly to the account where you have a subscription to cover Youtube safe music. Lastly, there seems to be a lot going on with your account and we can understand your concerns. We're disheartened to hear that you've not received replies to your inquiries, as that's not standard and we'd love the chance to take a closer look at what may be happening and rectify these obstacles right away. Feel free to submit a new support ticket in Discord, or email [email protected] so we can get your account updated. Please be sure to include the email address linked to the account and/or Twitch ID or Youtube Channel ID. General replies will be received within 1-3 business days (M-F). We look forward to hearing from you!

Response from pretzel.rocksAug 24, 2023

Hello Jannik, First of all, we are sorry for the long gap before communication. We have only recently gained access to this page. We appreciate you taking the time to leave valuable and honest feedback. It's how we grow and get better for our users! After further review, we can see that it took us about 7 business days to follow up on your email inquiry. As you know, we were unfortunately experiencing unexpected delays at the time. While this is no excuse, of course, we'd hoped that our transparency would help. We show at that time a full refund applied and your notification you'd be staying on board with us, which is great news! Should you ever need anything else, please feel free to submit a new support ticket in Discord, or email [email protected] should you ever need assistance! Our general response time is always 1-3 business days (M-F) pending holidays!

Response from pretzel.rocksAug 10, 2023

Hello, and our sincere apologies for delay. Unfortunately, we have only recently been able to claim this review page; and with that said we felt you deserved a response. We'd like to start by saying, thank you for your candor. We are sorry to hear you had this experience. While we cannot promise that our users will never receive YouTube claims, as that is controlled by the artist(s), they should only happen on rare occasion. Furthermore, they're generally not DMCA Takedown alerts and do not affect your videos or account status. They simply mean that the asset owner is now monetizing usages of that music for the artist. If you were seeing "Songtradr Sound Recordings" claiming on behalf of the artist, that is because we delivered the tracks for the artist to begin with. Lastly, we see that you did reach out about this via our Discord channel as well and were advised that after review of your account, you did not in fact have a YT Channel linked. Previously, this was a requirement in order to utilize the "YT Safe" filter. Feel free to submit a new support ticket in Discord, or email [email protected] so we can get your account updated. We look forward to hearing from you!