HOW DO YOU GET NATIVE INSTRUMENTS TO CALL YOU? HOW DO YOU SPEAK TO A MANAGER??

musician2000

Hi my saga continues with Native instruments support where I am either are ignored on multiple days, or they respond on email by not reading the full email with random response that had no context or meaningful update showing any real progress has been made.

I have now been without the keyboard since 21st January, and fear it will soon never reach me and be sent back to Germany due to a customs issue.

I have never experienced such bad customer service, when going on line you can see the 1.5 Trust Pilot score, Google rating for the head office has a 1.9 rating!!! with a fake phone number on it. Reddit is full of frustrated client loving the product but saying terrible service , non existent?? what is going on??

If its this much hassle just to get the keyboard back, god knows if they really diagnosed and fixed the issue, rather than just replacing a part and hoping for the best.

Claiming we replied to you this morning, which was the same message as Thursday, thats not an update!! we are still no further forward.

My question is simple someone must be in charge, there must be a basic level of support provided?? How do you speak to a manager at Native instruments on the phone?? There must be a way, Reddit users talk about a 2 month fight with with NI to eventually get someone to call them… I don't have 2 months, the keyboard is going to get sent back to NI unless they fix this customs charge… WHAT DO I DO NEXT???

Jeremy_NI

There is no need to speak to a manager. You have already posted several times about this issue. There is nothing more that we can do at the moment. My colleagues already told you that they contacted DHL. Brexit has brought a lot of complications for businesses, transporters and customers, and we sometimes notice these issues. Please await for my colleagues to get back. Again, no need to post over and over again in capital letters and create more tickets. We are already do what we can for you in this case.

musician2000

@Jeremy_NI Why is there no need to speak to a manager?? Multiple emails ignored by support, no update provided about my repair until I started posting on this forum. This again is time sensitive!! as explained the keyboard will get sent back to Germany. Do not blame Brexit for NI inability to provide a basic level of support and communication. Guess what, just had a reply back from NI, and they didn't read the whole email yet again!!! What's the least we can do to say we replied without actually doing anything, thats what happening at the moment. Please again explain to me why this time sensitive issue that we are making zero progress on, does not require to speak to a manager?? also what company in the world from a support point of view, continues to push back and not want to provide or escalate an issue to manager??