Hey all, I was wondering what is your experience with NI support?
I started a ticket last week, I followed up this week, got a worthless response that asked me to check a link that was worthless. I then responded and haven't heard back.
Motu and I have been in correspondence, They have been having me try things, I forwarded the fact that M+ is running a Linux based OS and the ALSA stuff D-One was talking about. The fella helping me is taking all the info and video I sent and going over it with his team to see if there is a solution.
Even if it doesn't work, I got to appreciate the effort!
There is probably an inside joke about us (NI customers) who seek support. I wonder what they call us? You think NI cares about their customers? They don’t even care about their own employees! Lmao. You can read the horror stories on Glassdoor about NI, the BBB (about pissed off customers) The old forum was filled with bad publicity no wonder they got rid of it. Their customer service is bad, but it doesn’t matter to them as long new unsuspecting customers keep buying their new shiny products. Oh man I’m going to get attacked now lol
It’s hit and miss IME. I mostly did bug reports via the online wizards. I always received answers but often had a long back and forth, sometimes needing to repeat the information I already sent. Sometimes they asked me to run their (rather invasive) information gathering script (although IMO the problem was very clear and reproducible). I found it hard to get them to acknowledge the problem exists and that they opened an issue for it.
A CS member got back to me and said all he could do was forward my issue. Kind of sounded like so someone else can make note of it. It’s a bummer that they are so under staffed that they won’t even try to solve my issue:(
I always scroll pass the “I’m done with NI” threads but I am starting to understand now. Not there yet but I can see it from here.
My experience with NI support has always been pleasant but I only contact it when I need transfers, handling crossgrades, or such things that I can't do myself. People often think support's job is to tech them how to use their products instead of the manual, or ask things that are easily answered in support articles, those tickets fill the cue for people with real issues, quite common unfortunately.
Keep in mind support are just people like you and me and make mistakes too.
My only bad experiences were always related to repairing devices, virtually zero spare parts can be purchased, and everything requires sending them the HW, even if you only break a tiny PCB that you can easily change yourself, o a connection cable, etc,.. which gets me super duper angry.
What's the issue? maybe we can help, unless it's a bug or something.
@ozon :
It's actually more of a USB thing, as it is a defined part of the standard:
In theory yes, in practice no... To me only in practice matters because if a standard is not actually used by the industry then it's worthless.
My supposedly class compliant Scarlett only needs drivers in Windows, as do NI's Komplete Audio interfaces, so does OP's M6 interface, and many more, how do you explain this? Is Windows not following USB-2 standard? Or are the companies making interfaces lying? 🤷♂️ No ideia but on Mac is actually really plug and play when advertised, that's what I was saying.
PS to anyone else reading: I am not saying this to diminish Windows, I have zero interest in Win VS MacOS wars, I got both.
IMO, one hour is great, one day is good, two days are acceptable (and average IME), but after five days I wonder whether there is any support to be expected for the product.
This is fair, as its an opinion. For me NI has mostly always been 2-3 days, all other companies 5-10, I might just be lucky tho.
I'm taking into account the question is not something urgent but TBF it takes 6-10 days for iLok to remove a computer from my account since theres a limit of 2 when I get a new one and it annoys the heck out of me because I do it often and cant load any projects that depend on those iLok protected plugins, in this case more than a week is insane to me.
If i had sent a ticket about OP's issue i would have included that I already saw the article, I usually do such when dealing with support as it might help get a faster anwser because if support see's a very common question that is answerable by an article I suspect it will go to the low priority cue, specially during an annual sale.
The different opinions bring me to another question: What does everybody expect from support?
Good question, I certainly don't expect them to fix lack of drivers/libraries or any soft of software implementation, but I expect them to have a quantifiable way of passing along info to the dev team so they can prioritize things accordingly.
My expectation is to get advice and technical help for situations that are unexpected and not covered by documentation or are not under the control of the user (e.g. the many reported licensing issues). My expectation is to get to talk to a trained technician, an engineer or even the developer in case a defect is found. Otherwise, I don’t have need for support.
This has happened to me, I had a rare issue where due to an overclock on my computer NA would think a had a different computer often and require reauthorization, it's long boring story, anyway... a dev had to step into my ticket and sort out some technical stuff with me that the average support probably would never be able to handle. This is very far from 'My interface that not on a working interfaces list doesn't work, help me!' tho...
Chat only support is completely unacceptable. Not everyone needs help during NI working hours, or has time to spend during these hours.
Pretty good in my experience. Reasonable response times, and usually solve the issue without too much stress. Sometimes the solution is just ‘wait for update plz’ which is obviously unsatisfying, but not much support can do about that 🤷🏻♂️
It was a nightmare for me many many years, which I guess was your good olde days. They were my bad days with NI. I couldn't get a response to support and generally had to ask questions in the forum after hitting dead ends, which was then generally a mix of responses from contempt (mostly) to the occasional user who tried to help.
A lot of CS seems to be automated these days, so i've only spoken to one agent, who was genuinely helpful, polite and speedy to respond. I do have a ticket open currently and been waiting a couple of days for a reply, so far, so maybe they prioritise it, or maybe it's hit and miss.
Customer services is very important to a lot of people I reckon. Speedy polite replies give those good vibes and create happy customers that help to promote the brand to others and bad CS generally makes me think twice about buying into a company. I don't own any Behringer gear, mainly because I just straight up don't agree with the way the company is run and the bad vibes they give off.
Oh, that's very nice of them!
Now that I am home I checked the M+ licenses and I think I was right, it might be helpful for them to see exactly what the M+ is using, to get the licenses just go to Settings>About and press the Licenses button, it will spit out a ton of txt files into your SD Card, send it to support.
I'll do that tonight when I get home to send to them. That would be cool if they figured it out.
I'd love a low latency interface that can switch between M+ an MBP with out having to pay $2.6K for an RME. Paying more than a grand for a music something that ain't an instrument is for some reason impossible for me, not when there are still synths and basses to try...
Does anyone know where to even file a support ticket?
I genuinely can't find any links related to that that don't just send me back to that empty "support" page where I can't find anything.
I'm trying the chat route again, it will connect you to an agent; however, the last time ended in zero help with a promise to escalate to an email ticket which never happened:(
Native access keeps dropping my K13 serial number, which isn't immediately fixed by re-entering the number. It has killed 2 sessions working on VST-heavy projects.
Well, that was frustrating; it seemed Neal was trying to end the chat and ticket from the beginning, even though I told him that the issue was intermittent. Yes, after the third lost session in a month, my products are again out of Demo mode, but that doesn't mean the issue is fixed. As my title and description stated, the issue is the intermittency.
It was like polling teeth to get a ticket number with multiple, seemingly condescending, attempts by Neil to end the chat. What the F NI? This is terrible support.
I know support professionals for many companies have time limits now and operate sort of like sweat shops; I hope this isn't what NI transitioned to, but it seems like it is.
I asked in my last session, and I confirmed that chat is the only option now. It is available in the lower right corner of the support page.
Make sure you ask for a ticket number and politely rebut their attempts to end chat, which happened almost immediately in the last two times I used the feature.
