Why isn’t support responding?

baridw1

@LostInFoundation , thank you for your thoughtful reply and for recognizing that not everyone on this forum engages in unproductive behavior. I appreciate your support.

You’re absolutely right—I shouldn’t have let my frustration dictate my initial response. While I stand by my concerns, I realize that calling someone an idiot, even when provoked, wasn’t the best way to handle the situation. It only gave them an excuse to shift the focus onto my tone rather than addressing the valid points I raised.

That said, I’ve noticed these same individuals consistently behaving abrasively toward other members, and their behavior often crosses the line into outright bullying. Changing my tone didn’t stop them from being disrespectful, as they seem emboldened by the lack of real-world consequences in this space. It’s disappointing, especially since forums should foster constructive and respectful exchanges, not hostility.

I hope NI considers how the actions of a few can undermine the experience for others, as these forums should be a safe and supportive environment for all users. Thanks again for your encouragement—it’s a reminder that there are still people here who value respectful dialogue.

baridw1

Update on Support Requests and Feedback - After returning the Maschine Plus and canceling my previous support tickets, I issued two new requests on January 7th. The main request was to merge accounts or transfer licenses from an old email address to a new one. I promptly received a confirmation email that the ticket had been created.

The communication with the NI employee handling my case was excellent. I also added another request for a transfer ID for an unregistered S88 MK2 purchased used from Guitar Center. By providing proof of purchase and the device ID, the process went smoothly and was resolved within roughly three days, which I find to be a reasonable timeframe for such requests.

I sincerely appreciate the help and professionalism of the NI support team, which has restored some of my confidence in their service.

In retrospect, my frustration with the previous issue largely stemmed from the lack of clarity in the automated system and the behavior of a few individuals on the community forum. Some comments could have been more constructive and less confrontational. I believe that if a question or its tone feels off, it's better to either respond helpfully or simply ignore it rather than escalate things with rude or sarcastic remarks.

It would be beneficial for moderators to address these kinds of interactions by issuing warnings or bans where necessary, without showing favoritism. Maintaining a welcoming and respectful environment would foster a more positive community experience for everyone.

In summary, while there’s always room for improvement, NI acknowledged the gaps and provided timely assistance once back in the office, which deserves recognition.

Jojo123

Thats great @baridw1 ! glad you're sorted and thankyou for reporting back as this good experience then reflects well on NI. WIN WIN. However as odd as it seems theres some refractory people here that dont like to see this as it actually deprives them of their daily dose of being a self entitled operative. The love to tell you how it is without offering any meaningful help. SO yes, there are some very rude individuals on this forum that need putting in their place. I agree totally it should be done without favouritism. I hope NI does something about it. Thankfully there are other people who are helpful without all the piling in like a pack of wolves.

pixel

I agree with them 99%.😁
But I wanted to write something else: many moderators don't like it when they have to discipline adults.😝😂
In return, they are more willing to pass on their expertise to others.🤗
I think for many mods it's just an unpaid hobby, you have to keep that in mind.

Sorry for my bad English

PoorFellow

https://community.native-instruments.com/discussion/comment/203620#Comment_203620

many moderators don't like it when they have to discipline adults

That is true , but that is not the problem , the problem is that some people think that I should moderate this forum as had it been a kindergarten. I can not do that and I will not do that. I can not berate everyone every time that someone is not pleased with everything and I should not do so either. As far as the subject here is concerned then people have to follow forum rules and if I think that they do that and e.g. are not directly offensive or e.g. 'trolling' or otherwise breaking forum rules then I can not and should not 'micro manage'-'moderate' people here or play referee every time someone is not happy with someone else.

Also then you can see who are the site "Community Admins" here , they have the final say in everything , I am only a Moderator here and while I am doing my best then if people are really that unhappy then the Admins are in charge not I.

Also , I have notified an Administrator myself !

baridw1

I understand that moderating a forum like this isn’t always easy, and I appreciate the effort you put into keeping things running. That said, I do think that if someone takes on the role of moderator, they should also be prepared to handle the challenges that come with it—especially managing behavior that disrupts the community.

It’s important to treat everyone like adults, but part of that also means holding people accountable when they act immaturely or make snarky comments. These remarks often lead to negative reactions, and without intervention, it can create a cycle of conflict that makes the forum less welcoming. Moderators should step in to encourage people to respond constructively and lead by example in fostering a respectful tone.

If you feel that enforcing this kind of balance isn’t something you want to do, maybe it’s worth reflecting on whether moderating is the right role for you. A community thrives when everyone—especially those in leadership roles—makes an effort to set the right tone and maintain an environment that’s fair and constructive for all.

Thanks for hearing me out.

PoorFellow

https://community.native-instruments.com/discussion/comment/206124#Comment_206124

If you feel that enforcing this kind of balance isn’t something you want to do, maybe it’s worth reflecting on whether moderating is the right role for you.

You appear to misunderstand some things here including your own position. First of all then I am not accountable to you so you are in no position to instruct me as you are trying to do here , I am accountable to the Administrators here. Secondly , and you very conveniently overlook this , I am not the only Moderator here and there is actually more Moderators than what is listed on the Meet the Team page in as much as there are a number of sub-forum Moderators also with moderation abilities. These Moderators also roam the forum and they have been free to intervene too. Also , as I wrote above then , quote : "I have notified an Administrator myself !". And as you can see then the Administrator has not intervened so I am having a really hard time understanding why I have to keep having this conversation with you.

baridw1

https://community.native-instruments.com/discussion/comment/206310#Comment_206310

You don’t have to have this conversation with me—you chose to have this conversation with me. I’m sharing my perspective as a member of this community, and you’re free to engage or not.

That said, I understand your role as a moderator and that you’re accountable to the administrators, not to me. However, when you choose to engage in discussions like this, it’s natural for people to respond, especially when the topic concerns how moderation impacts the community experience.

I’m not overlooking the involvement of other moderators or administrators—I’m addressing my concerns about the broader approach to moderation and its effect on the forum. If you feel strongly that this is unnecessary, you’re welcome to leave it at that.

Best regards,