Is No Communication Normal For NI?

jgremlin · 2023-12-01T19:58:28+00:00

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Pre-ordered an S88 mk3 in mid Sept. NI took the money immediately which I thought was kind of a low rent thing for a company to do, but whatever. The order status was locked on 'in progress' but I knew it was a pre-order so I assumed the status would update after 10/29 when the hardware was officially released. Well we all know how that went.

Now we're into December, my order still just shows as in progress. I reached out to support a few weeks ago for some kind of update on what is going on with my order. Got a 'thanks for your support inquiry robo-response and absolutely nothing since. Completely ghosting me.

I know there were issues with the S88's that caused a delay. But you've been holding $1300 of my cash for months now and have never made a single effort to keep me informed about when I can actually expect to see a product, even after I asked. Do better NI. Do better.

I would love for someone who draws a paycheck from NI to read this and then with a straight face, explain to me why I should ever recommend an NI product to anyone ever again.

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Matthew_NI

I think anyone would be a dismayed by the experience you've had.

Tagging in @Jeremy_NI who can help figure out what's happened to your support request.

Rob Gray

One (potential) thing to look out for with those "thanks for your inquiry" responses- I believe they say you have to respond to those emails for them to actually read the ticket. I've had to do for every software support ticket I've done with NI. Maybe hardware/sales is different.

PoorFellow

https://community.native-instruments.com/discussion/19367/is-no-communication-normal-for-ni

Absolutely NOT OK both that N.I. takes your money prior to shipping and NOT OK either to not keep you informed .

Other than that then this 'update' has arrived in the forum :

Quote Jeremy_NI : Hey all, some news regarding the S88 mk3 pre-orders made through NI:

S88's are arriving early / mid December
All preorders are being prioritised!
European preorders will be fulfilled / shipped around Dec 11th
Americas preorders can ben fulfilled/ shipped around Dec 13th

jgremlin

https://community.native-instruments.com/discussion/comment/112551#Comment_112551

If that's true, that's a completely unacceptable system. If I reach out to support, its because wait for it.... wait for it.... its because I ****** need support you ****** idiot. Having a system where you open a support ticket, you get a 'thanks for that....' ropo response that nobody and I mean nobody in 2023 bothers to read anymore, and the refuse to help unless I've every last word your for robot email is asinine.

Honestly, if that's true, I'm think I done with NI. I've enjoyed and relied on their software for years. But this hardware debacle and their 'hey mr valued customer, FU' handling of it has left a really bad taste in my mouth.

Their support obviously knows their way around how to make robo emails work. Why not, and hear me out here, why not have a robo email that emails the people whose money you've taken when their products are delayed? Is that so ****** hard?

I'm going to take the afternoon the think about it, but I think I might just have NI give me a refund or I'll get with my card company and get my money back that way. Right now the Hydrasynths are on sale and I can get a 76 key hydra with poly AT (the feature I bought the S88 for) for only $200 more and then I get a whole hardware synth out of the deal too. I know I'll lose the tight integration with the NI software world, but I've been using NI software for years with a non-NI controller so its not like I'll miss what I never had.

Really disappointed in the way this company has handled this. Really disappointed.

jgremlin

https://community.native-instruments.com/discussion/comment/112551#Comment_112551

If that's true, that's a completely unacceptable system. If I reach out to support, its because wait for it.... wait for it.... its because I f***ing need support you f***ing idiot. Having a system where you open a support ticket, you get a 'thanks for that....' ropo response that nobody and I mean nobody in 2023 bothers to read anymore, and then refuse to help unless I've read every last word your for robot email is asinine.

Really disappointed in the way this company has handled this. Really disappointed.

Jeremy_NI

@jgremlin Your frustration is understandable, but please avoid this kind of language. We're in the middle of the biggest sales special, we have a lot of requests to process at the moment. My colleagues replied to your request (4112138) on November 27th with the following:

Thank you for reaching out to Native Instruments.

We are sorry for the inconvenience.

Please note that unfortunately these units should be shipped around mid-December.

Please, let us know in case you want to cancel your order and be refunded.

Please check your inbox.

I also see you submitted a request obn Saturday asking for a refund. I'll higher the prio on this one. someone should get back to you soon.

Matthew_NI

@jgremlin did you receive the email on November 27?

Matthew_NI

@jgremlin following up here

jgremlin

Turns out I did receive the email on the 27th, a full 11 days after my initial inquiry. It appears to have gone directly to my trash for some reason so I never saw it until I went back and searched for it but yes, I did receive the email that was sent more than 10 days after my support request. So, any idea when I can expect to get my money back?

Jeremy_NI

@jgremlin I believe my colleague got back to you and initiated the refund this morning.

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