the most striking thing about sd2 is the sounds, the cymbals, the tails on the cymbals, the air in the toms, all very real, and way better than my aging v-drum sounds, there are many ways to use sd2, works great in pro tools with an e-kit, like my v-drums, or use midi beats with drag and drop ease in pro tools, great for getting ideas down fast, another great thing is just like re-amping guitar you can change the whole drum kit, or parts of it afterwords to get it to sit in the mix, ajust mic bleeds, room mics, and much more... just an outstanding drum program.
I have the lost studio sdx expansion pack, and just ordered music city, metal foundry, and custom and vintage, believe me before shelling out for 3 more sdx packs. sd2 was ran through its paces, bfd and addictive drums came up short, and sd2 is my go to for drums sounds in my daw for writing music....
you can also get producer presets, great for leaning how to get things to sit in the mix, and midi files...if you drag and drop drum tracks.
one caveat, the expanse and power in sd2 and the expansion sets is vast, want an super simple set up? may not be for you, want drum sounds that can fool even an experienced sound engineer ? this is the program, after 6 months deep into it, I am still learning, my drum sounds are killer.
as far a customer service I have not needed it found answers to my questions on there active support boards.
may sound like a toontrack fanboy here, thats not my intent, this program works, sounds great and I find the more I use it, and the deeper I get into it the more I like it. if that were not the case, I would be telling it like it is, as I do with the pro tools community, and avids poor customer service and corporate greed, but thats for another topic.