Why isn’t support responding?

Hmm Let's see the busiest shopping time of the year when you know people are buying your products and you are MIA. This idiot just convinced me to return it. Thank PK the ******$ J.

Thank you for your input, but I have to disagree. As someone who consistently invests in Native Instruments products year after year, I find it unacceptable that their support system falls short, especially during the busiest time of the year when customers are actively purchasing their products.

Yes, employees deserve time off, but a company as established as NI should plan for high-demand periods by outsourcing support or offering overtime to staff. Providing reliable support during these times is not just good customer service—it’s a basic expectation for any company that values its customers.

Regarding the Guitar Center transaction, that's beside the point. I’m not here to argue their processes; I have the option to return the item if needed. My main concern is NI’s lack of responsiveness, which impacts loyal customers like me. Companies thrive on customer satisfaction, and excusing poor service only perpetuates mediocrity.

I’ll resolve this directly with NI or through another avenue, but let’s not make excuses for a company that relies on ongoing support from its customer base to sustain its success.

it was a reaction to a negative comment in response to a legitimate question. It was defensive not constructive. Now is your response constructive or just another random person stirring the pot?

baridw1

Thank you for clarifying, PK The DJ, but let’s not pretend your initial response was purely informative. The tone, “Hmm, let’s see. Christmas. New Year. The weekend,” came across as dismissive and snarky, not as helpful insight. If your intention was to explain the delay, perhaps framing it in a more constructive and empathetic way would have been better received.

The reality is that many of us invest heavily in Native Instruments products, and it’s reasonable to expect timely support—especially during the busiest shopping season when new customers are likely to need assistance. While I understand holiday downtime, NI’s complete unavailability for an extended period, coupled with constant promotional emails, sends mixed signals about their priorities.

For context, my frustration stems from the lack of resolution after following proper channels and from the unhelpful tone of responses like yours, which seem more focused on excusing NI than addressing customer concerns. Constructive dialogue involves offering solutions, not dismissing legitimate frustrations with patronizing remarks.

Let’s keep the discussion focused on how NI can improve their support process moving forward, especially during peak periods.

"Appreciate the input, VP. It's understandable that companies take time off during the holidays, but this highlights a potential opportunity for NI to implement measures like clearer automated responses or a holiday support schedule. This could help set realistic expectations for users and reduce frustration. Improving communication, even if just through transparent updates, can make a big difference for customers during peak periods."