Why isn’t support responding?

If NI's support portal was more effective, we likely wouldn’t see so many users turning to the forum out of frustration. It’s disappointing when legitimate concerns are met with dismissive or rude replies. A constructive and respectful tone would go a long way in fostering a more helpful and positive community.

What if users decided to take a break from buying NI products over the holidays? It’s these kinds of excuses that allow companies like NI to continue offering subpar support. Customers shouldn’t have to accept poor service simply because it’s a busy season or a holiday. If they want loyalty from us, they should provide better support year-round, not just when it’s convenient for them. Even if that means informing us about their holiday schedule in advance, instead of leaving us to ask questions on a forum that feels hostile toward valid concerns.

People with lives don’t sit on a forum talking trash to others just trying to get support from NI. This whole thing has nothing to do with you, yet here you are, content to antagonize someone who’s just trying to voice their concerns. You wouldn’t dare talk this way in person, so maybe it’s time to rethink why you’re comfortable hiding behind a screen. Maybe focus on addressing the real issues at hand instead of stirring the pot.

"For future reference, in case I ever purchase a second hand controller, is it the case that if you've bought a 2nd hand Maschine+ that it's not plug and play with all the Maschine Software you've already got installed?" I was able to use some functions of the Maschine Plus without registering it. I could launch sessions and use it while connected to the computer via USB, but couldn’t log into my account or access my libraries in standalone mode. The previous owner’s libraries were still installed, and I didn’t have access to other functions like the factory reset until the device was registered to my account.

I didn’t like having the Maschine Plus in my possession while it was still registered to another user. I had a 30-day window to return it, but I didn’t want the liability in case something happened to it while it was still registered to the previous owner. For me, it wasn’t about impatience — it was about principle and liability, especially with the 90-day window. Guitar Center told me all I had to do was provide proof of purchase, along with the serial and device ID, to NI support to resolve the issue. I did that, but after using their automated help chat (which said no agents were available), I was told I’d receive an email with a resolution at some point.

The people on this forum seem to think everyone knows the NI staff by name and that they’re actively reading posts for support information — I don’t. Some also think it’s normal for a company that sells pro audio gear to be MIA during the busiest shopping time of the year. They make every excuse about why it’s fine to be left in the dark until the company decides to return from holiday. As if I should just know the exact days they’ve taken off, or that they’ll be back on Jan 6th. LMAO. I’ve seen other users with similar situations who’ve claimed NI has taken several weeks to respond. So, while it might be ‘normal’ for some, it’s not a great experience overall.

@Jojo123, thank you for your kind words and for taking the time to call out what’s been happening here. It’s refreshing to know that not everyone in this forum is more interested in sarcasm and gatekeeping than in fostering a helpful community. I appreciate your empathy and support—it truly means a lot after the dismissive responses I’ve received.

To the so-called "forum gang," who seem more concerned with defending a company than addressing valid customer concerns: it’s time to reflect on why these forums exist. They should be a place for open dialogue and mutual assistance, not a battleground where legitimate frustrations are met with hostility or condescension. Dismissing users’ concerns doesn’t help NI improve—it only alienates loyal customers and damages the company’s reputation.

And to Native Instruments, it’s worth asking: does this business model, which allows for such prolonged customer frustration, serve your long-term interests? Reliable support is not just a courtesy—it’s a necessity in today’s competitive market. You’ve built your brand on professional-grade products; your support should match that standard. If your current structure can’t handle the holiday rush or peak sales periods, perhaps it’s time to rethink staffing, training, or even community engagement strategies.

We, your customers, aren’t asking for miracles—just clarity, transparency, and timely resolutions. It’s not about being impatient; it’s about principle. When someone buys a product, they expect to use it without unnecessary delays or hurdles. The fact that we’re even having this discussion speaks volumes.

In the end, the value of a company is measured not just by the products it offers but by the respect and care it shows to those who invest in them. Let’s hope NI takes this feedback seriously—for the sake of its customers and its future.

@Jeremy_NI , thank you for your follow-up. I appreciate hearing that improving support and communication is a priority for Q1, and it’s encouraging to know that NI is taking steps to enhance the customer experience.

However, I feel it’s important to address the environment on this forum. While I’ll respect the forum’s rules going forward, I wish I could say I’m sorry for any perceived insult toward PK the DJ. The reality is that he—and a few others—have displayed a pattern of dismissive and antagonistic behavior toward users with legitimate concerns. It’s disappointing that such behavior is allowed to persist, as it tarnishes the sense of community and discourages constructive dialogue.

Apologizing to those who’ve crossed the line would feel disingenuous, but I hope NI is actively addressing this issue. Even with disclaimers about non-association, the actions of certain members reflect poorly on the forum and, by extension, on NI’s reputation. When you refer to “our admins,” it implies a closer connection to NI, which makes it all the more important to ensure their conduct aligns with your company’s standards of professionalism and respect for your clientele.

Thanks again for your response, and I trust NI will continue striving for a more supportive and welcoming environment for all users—both in terms of support and community interaction.