No support after spending £1000's with NI?
Day 8 no meaningful response from native instruments support, asked multiple times for a manger, just been ignored, if they do reply its a response nothing to do with the case?? ridiculous. £1000's spent on NI and cant get basic support Ticket Number:#4475335.. Lets see how many days it will take for someone to read my entire question and put me through to a manager to get a full update on my request.
Best Answer
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@musician2000 I'm not sure what you mean by no support. You contacted us for an issue with the keybed, your device was sent to repair, was repaired and sent back to you. The repair was was covered by the warranty. I understand that there was not clear communication of what was done. However my colleagues got back to you this morning with the following:
Hello, our service wrote: Defective keybed replaced
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Answers
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Day 8?
You could have popped around here on Day 1 and we might have been able to help with something.
VP
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ok so NI support doesn’t work? should just ask my question here, can u tell me the keyboard I have for repair with you, which looks like a known defect with your weighted Keybed, I have been informed that you are sending the keyboard back to me, did u fix anything? If so what did u fix?
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Ah. If it is a hardware defect then clearly no one can help you on the forums.
If you have in fact gotten a ticket number - they will get back to you.
VP
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8 days without a response seem to be a bit long, it might need someone from customer support to take a look - @Jeremy_NI or @Mert_NI might be able to help. I've tagged your original post for customer care as well, so it should show up on their radar.
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@musician2000 I'm not sure what you mean by no support. You contacted us for an issue with the keybed, your device was sent to repair, was repaired and sent back to you. The repair was was covered by the warranty. I understand that there was not clear communication of what was done. However my colleagues got back to you this morning with the following:
Hello, our service wrote: Defective keybed replaced
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It's frustrating that I have had multiple emails with supporting asking for an update, I got notified the keyboard was being sent back to me, have no idea what happened, did you fix anything. Multiple support people not reading my email and just answering saying the keyboard is being sent back to me, which was already in the my email. Asked to speak to a manager a few times, this was ignored. Then since found out, if I post on things like this, it then gets looked at, and as you said I now have a response saying it has been fixed replacing the keyed, but it shouldn't come to this, to get that simple response back. Would be great if NI could provide a live chat or phone support in future, also tried that and was just AI bot with the team always offline.
Thank you for now providing an update, I am looking forward to getting the keyboard back to use.
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Maybe I'm missing something here, but if you sent it back because it was faulty, and they told you it was being returned, that would mean it's been repaired - and that they fixed whatever was causing the fault.
In other words, there's really no need to ask what happened or whether they fixed it, or what they fixed.
🤔
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Yes your missing something, when you send something off to be repaired they have to try and find the issue, if they don't find the issue and say thats how its suppose to be, it would be good to discuss that as in my opinion its a design fault, like others online who have claimed the original stock of this keyboard all have the same issue and should be recalled. So are they sending it back with a fix made? did they find all the keys I mentioned with the issue? did they test it and resolve it? or when they got it, they couldn't find the issue and need more support like videos to help show exactly where the issue is, which I would have been happy to send if they couldn't find it.. basic support where they communicate with you
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Well because you've not given detailed info here on what the exact fault was, my response was simply based on:
- You found a problem and reported it
- A return was arranged (so they could fix the issue) and you sent it
- They informed you it was being sent back
I find it highly unlikely that they would return the unit to you unrepaired, as that's why you sent it to them.
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Respectfully - you are overthinking this.
@Jeremy_NI laid it out clean and straight:
"You contacted us for an issue with the keybed, your device was sent to repair, was repaired and sent back to you"
In your case - there was no "they did not find the issue". There is zero need to write 8 paragraphs of chaff back to you if the repair was successful. Simply accept the support and enjoy your new keybed.
This is not difficult.
VP
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@PK The DJ @Vocalpoint Looking in the ticket, I understand @musician2000 concerns, maybe the use of big caps and saying "no support" and asking for a manager was a bit too much but it's normal to ask such things when a device gets repaired an sent back and we should provide the answer. In his case the answer took a while to come, sometimes tickets get transferred to one service to another, in this case we could have done a better job communication wise.
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wow nice community you have here, you should be super proud of responding to people like this. If you think I’m the only one with an issue of lack of communication, maybe check out the 1.5 trust pilot score and start responding to those people as well, as apparently according to you, it’s perfect level of support and we have it all wrong.
https://uk.trustpilot.com/review/www.native-instruments.com-2 -
While I understand the concern from the user - there was still no need to shout, in all caps and demand to see a manager. I think we are all adults here and should act accordingly.
The first post simply set a nasty tone and the OP really did not need to air out his laundry here.
Patience rules. Especially when you need to send something across the country etc.
If the keyboard was out there for 2 months without an update - then yes - be concerned but there is still no justification to blow one's stack on the forums.
VP
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Yes - actually it IS a nice community we have here.
VP
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@Jeremy_NI - Still havnt recieved the keyboard yet, from sending it for repair on the 30th Jan, now been informed by your couriers, that its in the UK, but I need to pay £59 Custom charge? can you confirm that customers are expected to pay a customs charge to receive there keyboard back for in warranty repair?
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