Should I return my Komplete Kontrol S88?

Chong

I'm quite disappointed at NI's customer support. It's been 4-5 days and I couldn't anything to really work. Their Native Access keeps having issues loading, starting, failing, and installing. Their Komplete Kontrol software errors out when using browser from the S88 MIDI control. There is absolute no then phone support, chat support disabled on their site, and email support is slow, cumbersome and simply didn't respond to my ticket. Based on this site, https://www.bbb.org/us/ca/los-angeles/profile/computer-services/native-instruments-north-america-inc-1216-13202572/customer-reviews they're not even accredited by the BBB received a 1.17 customer review rating. NI received a 1.6 start on https://www.trustpilot.com/review/www.native-instruments.com site. "native instrument support ratings" on Google doesn't generate promising hope. It seems I have the same issue as this person on YouTube when using my Komplete Kontrol S88 MKII MIDI control. Since I'm new to NI, it's hardware, software, support and music producing in general, based on your experience, should I return my Komplete Kontrol S88 MKII MIDI controller? I still have time to return, I believed.

Thank you for any comments, suggestions, and recommendations.

DunedinDragon

The email support may take a couple of days but in my experience they tend to respond and follow up pretty well to help you get going. The problem you might be having is simply getting a handle on the NI eco system which can be pretty confusing. I recently purchased a S49 a couple of months ago and I had my own issues just understanding the whole difference between Kontakt, Komplete Kontrol and Native Access not to mention integrating it into my Ableton Live environment as well as upgrading to the new versions of Kontakt and Komplete Kontrol. But I soldiered through it reading the various manuals and have it all working the way I want it to, but I did have to occasionally open a support ticket with NI as well as Ableton to resolve certain things.