No Live Support/Hardware Registration/Slow Response

johnhlz
johnhlz Member Posts: 26 Member

I think its a bit rough to purchase a 1300 software and hardware package with the S49 and Ultimate, have the install crash Ableton every time I collapse the plugin. I researched and researched, with not much, and sent to NI and they said they cant open Ableton Crash Reports.

Its like waiting a day per response and I just want to use my gear I paid for.

This is also coming from me seeing a Maschine used at Guitar Center, getting home and not even being able to plug and play because there is no hardware transfer without talking to NI I'm finding out...

This honestly is a horrible first time experience for someone getting into NI hardware and running into issues with both purchases.

Comments

  • johnhlz
    johnhlz Member Posts: 26 Member

    I give up. I finally got a response just asking me to explain the problem yet again. The fact that there is zero live support for issues and it takes weeks for any response and then to get a response asking me to explain the exact same issue again is absurd.

    I sent in a request to register my Maschine and they sent back a message. So it looks like youre having problem with your Maschine registration....


    YES. I am having a problem.

  • johnhlz
    johnhlz Member Posts: 26 Member

    Finally after three follow ups my Maschine was allowed to be registered...

    But I am going to use this as my service log- in hopes that someone at NI that isn't the round robin of service agents Ive had sees just how difficult it is for customers to receive service.

    So far my agents have not been able to view a zip file of my DAW crashes, could not view a .webm movie file and asked me to convert it because they didnt have an app selected to view it. I have had 5 separate NI staff ask single questions as if my service request is a round table of service of whoever is on.

    PLEASE NI- PREMIUM PAID SERVICE FOR CUSTOMERS if you are too cheap to provide proper and timely service of your products.

  • johnhlz
    johnhlz Member Posts: 26 Member

    I took a week off to play with these together over the holidays with my son and we waited and waited for a response to get us running. This post has been here for over a week and no responses or engagement.

  • BIF
    BIF Member Posts: 443 Pro

    You may not be aware of this. Much of NI support is now US-based, so you might not see much activity until after the new year holiday.

    Somebody will be by to pick up on your issue, probably next week. But for right now, they are very likely to be enjoying family time, just as you are.

    Good luck on your issue.

  • johnhlz
    johnhlz Member Posts: 26 Member

    Ive been reaching out for 3 weeks at this point and would like more service than- have you installed this driver or have you read these articles yet?

    Send us a video of the app crashing when you collapse the plugin… oh yeah we won’t look at crash reports to discover the issue just want to see a video of it crashing

  • johnhlz
    johnhlz Member Posts: 26 Member

    We still wait for a solve.

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