nav[aria-label="Primary Navigation"] { padding: 0; & ul { list-style: none; width: 100%; display: flex; flex-direction: row; justify-content: start; align-items: start; gap: 30px; padding: 0; & li { margin: 0; } & ul li { list-style: none; } } }

How can we all improve NI image with their customers,

Golden Ears

I did a search using Gemini wondering if others had similar issues. About NI in general . How can we fix these issues so the same issues don't happen over and over. I have spoken with other people who left Traktor because of the issues listed below. Realistically a software issue shouldn't recur over and over. Is there any one who is in a field of customer service with a high rating that can help NI get higher scores? There has got to be a member somewhere who has some software that could help these guys.

Gemini AI shows. rating of 1.9 out of 5 , registration issues, slow support ticket responses, and many BBB complaints.

IN my case..Everytime I try to buy Traktor upgrades, it takes several hours, passwords are jumbled. I have to delete p.lists and library stuff, restart the computer, clear caches. This sort of stuff is no longer an issue with more average level and even below average level companies. It should be no harder than loading an app on a phone.

Each upgrade I have come to EXPECT issues. making several support tickets , waiting several days or even over a weekend and having to cancel a gig because I can't get support.

Thats tough because I like the software, I don't care for Serato , and I would have to change my hardware. Friends see me annoyed and even offered to give me a barely used Vestax VCI-400 just to make it easier for me to leave and go to Serato .

I purchased Traktor 4 , downloaded it and could not get a password in to activate it, changed my password. still nothing.

Did the chat bot waste of time thing.

Then figured I'd refund it clear everything and start over.

Then NI took away my upgrade discount and tried to charge me full price - twice what I just paid for getting nothing.

I still try to sign in and no upgrade discount appears like I had when I bought the faulty download that would not activate.

I typically expect it to take 2- 4 days and multiple support tickets and reaching out to multiple areas like to try and get support. Because of this I am wary using it to play live.

In the end I ended up filing with the BBB Better Business Bureau because this sort of thing with upgrades has been going on for nearly 20 years- I am very curious to hear why this is, no apologies needed because they have no meaning when I have come to expect a lengthy apology with no compensation for my time with EVERY purchase. Apologies are justa further waste of time. I just want to know WHY?

I have never had a smooth process. I am sure there are those that never had an issue but I am even more sure that there have been hundreds or thousands of people like me that have had issues.

Constructively (Because complaining might fix my problem , but I want others not to suffer along with me ) :

How can we offer some profession non buggy software protocols to the team at NI to help? Someone has to have some great customer service software tree that really works. Anyone - please help these guys.

Find more posts tagged with

Accepted answers

All comments

CiNeStRo

This is my first time dealing with Native Instruments and I'm very surprised at the lack of customer service here. Especially for a big name in the industry of technical software products.

Vocalpoint

https://community.native-instruments.com/discussion/comment/270966#Comment_270966

Respectfully - both of you may have missed the fact that this company just completed a mammoth sale this past summer to a new parent company. Transitions of this size can take significant time and resource to get rolling.

Not making any specific excuses here on your issues - but if you think changing parent companies AND how that new company specifically wants its new "child" to operate - is easy (or fast) - you should try it and see how long it takes you to get things working efficiently.

There are so many moving parts here - it is not possible to list them all.

Yes - support has not been dialled in to the satisfaction of some customers during the transition - but the only thing you can do now is be patient.

Things will get better - but I can tell you one thing - railing on them in here won't make your solution arrive any faster.

CiNeStRo

The first order of business should be to adhere to the customers who buy their products. Don't take on a big entity and leave the consumer out in the cold.

Vocalpoint

https://community.native-instruments.com/discussion/comment/270985#Comment_270985

Pretty sure their first order of business was not to "leave you in the cold". It is what it is.

You can either accept it with some patience - or don't i guess.

But there is little that you can do outside of purchasing the company from InMusic and then remake the support department in a way that fits your idea of premium service.

CiNeStRo

I'm not expecting some extraordinary level of premium service or demanding that my issue take priority over everything else. I'm simply questioning whether a legitimate customer service request should be dismissed because it doesn't generate additional revenue. Telling customers to either accept the situation with patience or move on doesn't really address that concern; it just reinforces it.

Companies are free to set their priorities, of course, but customers are equally free to judge those priorities and decide whether they deserve their continued loyalty.

Vocalpoint

https://community.native-instruments.com/discussion/comment/270992#Comment_270992

Who said your request was dismissed? That is putting the cart before the horse.

Your request remains as important as the internal priorities that someone at NI Support decided to place against it.

No one can control that or tell you why your request is - where it is - in the queue.

Also no one said you can’t swing in here and reel off a bunch of complaints either. By all means - have at it

Still not sure what you believe this will do for your case but you do what you gotta do.

But you are correct - you do not need to like the speed in which your item is being handled or give NI your loyalty.

If these are sore points for you - only you can decide which way you want to go.

VP

PoorFellow

https://community.native-instruments.com/discussion/comment/270992#Comment_270992

We in the forum do not speak for NI , what we give is opinions.

As I wrote in another thread then I think that things are still settling after the inMusic take over of NI.

As for priorities then my personal viewpoint is that inMusic is prioritizing having a profit on the bottom line. As we all know then customer relations usually are a big part of being able to keep being profitable and I am sure that inMusic are aware of that.

As part of things settling then maybe inMusic still have some more decisions to make to get things to work more 'smoothly' ?.

Quick links

Unanswered questions