Native Instruments Tech Support Issues S88 MK3

trusampler

Hi Native Instruments,

So I've went back and forth with NI Tech Support, taking time to make multiple videos and getting tech support to confirm the issues I'm experiencing with my brand new s88 MK3.That took about a week. And now after confirming, it's just complete silence…..

I was told they would be reaching out to the hardware guys at tech support, but now no correspondence after multiple emails wondering what's the status.

This is not the way to do business with a customer who just invested a bunch of money into your products. This is not necessarily the way you win customers over.

I'm not in a position where I need NI ,as there are tons of other options, and I've went away for years, for similar reasons before ( lack of support ).

I don't expect to be treated better than any other customers here, but one thing NI should do is respect us, and a simple email doesn't seem like too much to ask.

If I don't hear from them soon, I'll just return the board. This doesn't have to be a matter of cat and mouse here, there's too many options out there to sweat any one company for the most basic form of support.

In most cases we have 30 days to return a product. NI this is an area you can do much better in.After all we're the ones supporting you.

Jeremy_NI

@trusampler My colleagues will get back to you shortly.

PoorFellow

https://community.native-instruments.com/discussion/38045/native-instruments-tech-support-issues-s88-mk3

I was told they would be reaching out to the hardware guys at tech support, but now no correspondence after multiple emails wondering what's the status.

If I don't hear from them soon, I'll just return the board.

If you haven't received any message from N.I. within a work week then politely update the ticket to remind them and to reflect that you are still waiting. Also then if you got a message from N.I. then you ought always respond to it unless you consider case closed.

I will however still ask if @Jeremy_NI : could you please check on progress in this case to see if there has been any misunderstanding or anything else that needs a nudge ?

Jeremy_NI

@trusampler My colleagues will get back to you shortly.

trusampler

Thank you Jeremy_NI