Why isn’t support responding?

baridw1 · 2025-01-03T20:08:18+00:00

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I have put in several tickets to address a license transfer issue. I purchased a Maschine Plus from Guitar Center and I need assistance importing the license to my account. I provided the receipt, serial and device ID but support hasn’t responded at all. Please Help!

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baridw1

Thank you for your input, but let me offer some perspective as a long-time NI customer. I’ve invested in numerous Native Instruments products over the years, including the Maschine MK1, MK2, Maschine Studio, MK3, and Komplete Ultimate, among others. My recent decision to purchase a Maschine Plus was driven by years of loyalty and a belief in NI’s potential to deliver quality products backed by solid support.

Unfortunately, this experience has shown how far NI’s support has fallen. While I understand that holidays and sales periods bring challenges, these are not new or unpredictable circumstances. A company that profits off the hard-earned money of its customers should have a plan in place to ensure timely support, even during peak periods. Outsourcing or scheduling overtime would go a long way toward mitigating these issues.

What’s more disappointing is the tone of this forum. Instead of providing helpful solutions or fostering a supportive community, dismissive and snarky remarks are tolerated. When customers like me express legitimate frustration, the response is to issue warnings rather than address the root of the problem.

Let me be clear: my frustration isn’t directed at individual moderators or community members but at a system that has allowed this decline in customer service and support. I’ve decided to resolve the issue by returning the Maschine Plus and reconsidering future investments in NI products until meaningful changes are made.

The forum should be a place for constructive dialogue, not a substitute for proper support or a venue for minimizing customer concerns. I hope NI takes this feedback seriously because, at the end of the day, loyal customers like me are the backbone of their success.

baridw1

Update on Support Requests and Feedback - After returning the Maschine Plus and canceling my previous support tickets, I issued two new requests on January 7th. The main request was to merge accounts or transfer licenses from an old email address to a new one. I promptly received a confirmation email that the ticket had been created.

The communication with the NI employee handling my case was excellent. I also added another request for a transfer ID for an unregistered S88 MK2 purchased used from Guitar Center. By providing proof of purchase and the device ID, the process went smoothly and was resolved within roughly three days, which I find to be a reasonable timeframe for such requests.

I sincerely appreciate the help and professionalism of the NI support team, which has restored some of my confidence in their service.

In retrospect, my frustration with the previous issue largely stemmed from the lack of clarity in the automated system and the behavior of a few individuals on the community forum. Some comments could have been more constructive and less confrontational. I believe that if a question or its tone feels off, it's better to either respond helpfully or simply ignore it rather than escalate things with rude or sarcastic remarks.

It would be beneficial for moderators to address these kinds of interactions by issuing warnings or bans where necessary, without showing favoritism. Maintaining a welcoming and respectful environment would foster a more positive community experience for everyone.

In summary, while there’s always room for improvement, NI acknowledged the gaps and provided timely assistance once back in the office, which deserves recognition.

All comments

PK The DJ

Hmm, let's see. Christmas. New year. The weekend.

baridw1

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.

maniacintosh81

Hey @baridw1,

don't know when you bought your Machine+ exactly but with the intended transfer process you wouldn't had to wait at all as it wouldn't require to involve support team at all.

@PK The DJ is completely right: Even NI employees like to take some days around christmas and new years eve to spend some time with their families and loved ones. Therefore support is working at very reduced capacity this days (if at all, don't work at NI and don't know their schedule). Should be fully staffed again from next week. I know that this fact is very disappointing because you want to use your new gear as quickly as possible.

But especially as you bought your Maschine+ second hand from a professional dealer I see the fault absolutely on their side. GuitarCenter deals with used NI stuff regularly therefore they should and have to know about NIs licence transfer policies. And that is pretty simple: The seller has to request a licence transfer ID in his account and pass this ID to the buyer. The buyer will get all software the seller originally got with the device with this ID. And here NI is very customer friendly: The seller also keeps all licence so that all used upgrade path still work - even after the original hardware is sold. I don't know why GuitarCenter even acquires this units without transfer IDs.

And don't forget: You bought second hand, NI don't get any revenue from you now. I appreciate that they offer support for products they have sold long time ago.

baridw1

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.

PoorFellow

https://community.native-instruments.com/discussion/40894/why-isn-t-support-responding

Usually on work days then sometimes the N.I. forum Customer Care person can at least check state of things , however he is still on holiday and also , as already pointed out by PK The DJ, then all support is delayed because of the sale and also Support and Customer Care do not work neither holidays nor weekends. All in all the delays are to be expected and there is really no way of expediting anything especially not weekends.

baridw1

Vocalpoint

This:

“This idiot just convinced me to return it. Thank PK the ******$ J.”

Is constructive dialogue?

baridw1

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?

Vocalpoint

https://community.native-instruments.com/discussion/comment/201886#Comment_201886

Hopefully 100% constructive. While I totally understand your situation - please understand the time frame in which it occurred. Holidays. Weekend. Skelton staff etc.

Ni won't leave you hanging. This will get done. A smidge of patience will go a long way here.

PK The DJ

"a negative comment"

You asked a question - why isn't support responding. I answered the question.

How is providing the answer to the question in any way negative? 🤔

baridw1

"What’s more disappointing is the tone of this forum. Instead of providing helpful solutions or fostering a supportive community, dismissive and snarky remarks are tolerated. When customers like me express legitimate frustration, the response is to issue warnings rather than address the root of the problem."

baridw1

https://community.native-instruments.com/discussion/comment/201926#Comment_201926

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.

Vocalpoint

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

Only NI can make the moves to change their support processes if necessary. And not simply because users don’t like it.

But if anyone thinks that “improved” support equals NI suddenly not taking any time off over the Christmas holidays to be with their families simply because people have issues - is wishful thinking.

This is not a mall where stores are open day in and day out regardless of what day or season happens to be on the calendar.

All my other software vendors have been off since December 23 with most coming back on Jan 6.

Reasonable and expected.

baridw1

"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."

Vocalpoint

”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”

True. However I still don’t think the Christmas season really needs an explanation. It is really the only time of year that is really “off” for any business.

I totally get the issues and the frustrations from any user that experiences something negative within this specific zone but adjusting expectations should be the first thing users do instead of going off the rails on the forums for support that will never be fast enough.

VP

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