How I do I escalate a complaint regarding customer service?

2

Answers

  • necroscope
    necroscope Member Posts: 23 Member

    Everything that has been mentioned here has been done and nothing has worked.

    I understand that Jeremy_NI may be very accomplished but he hasn't been any help here.

    Is there a simple way of completely removing all then NI stuff from my computer so I can start again?

  • PoorFellow
    PoorFellow Moderator Posts: 6,508 mod
    edited April 16
    https://community.native-instruments.com/discussion/comment/222134#Comment_222134

    I understand that Jeremy_NI may be very accomplished but he hasn't been any help here.

    It can be difficult to 'be of help' if problem is one not seen before and Jeremy_NI is in the Customer Care department not Support itself , so he more acts as a guide and can also help liaise to support and check up/follow up on things..

    Is there a simple way of completely removing all then NI stuff from my computer so I can start again?

    To me sounds as if you are looking for some over-all N.I. product remover which as far as I know does not exist. There is a NI reg tool but that is only for added registry cleaning after install and only one product at a time.

    I am a Windows user myself and I do not know of any 'simple' 'quick way' to get rid of everything other than removing the OS and re-install or reset the 'smart way' using a drive image backup and revert to a previous state that way. Of course there are tools that can help you remove products , such as e.g. the Forced uninstall function of Revo Pro Uninstaller trial . But even if e.g. Revo Pro is a very good program then that might not solve all your problems if you have e.g. an OS problem or dependency problem. (Also please notice that N.I. advice against the use of registry cleaners)

    Generally then I always recommends taking system drive image backups including of fresh installs and before re-installing so that you can revert to previous state even if you are unhappy with what changed. (and also always have a tested boot media/stick)

  • necroscope
    necroscope Member Posts: 23 Member

    I appreciate your help here but I would have thought Jeremy_NI would have escalated this to someone senior in NI by now. I'm not asking for special treatment, just to be able to use what I have paid for.

  • PoorFellow
    PoorFellow Moderator Posts: 6,508 mod
    https://community.native-instruments.com/discussion/comment/222145#Comment_222145

    I would have thought Jeremy_NI would have escalated this to someone senior in NI by now. I'm not asking for special treatment, just to be able to use what I have paid for.

    @Jeremy_NI , I think that you are the only one able to respond to this

  • necroscope
    necroscope Member Posts: 23 Member

    "@Jeremy_NI , I think that you are the only one able to respond to this "

    What does that comment mean? Why do you think I've come on here and also responded to every email I've been sent by support? Could you please escalate this to a complaints manager as this is unacceptable.

    You may want to look at your companies Trustpilot rating.

  • PoorFellow
    PoorFellow Moderator Posts: 6,508 mod
    edited April 16
    https://community.native-instruments.com/discussion/comment/222150#Comment_222150

    "@Jeremy_NI , I think that you are the only one able to respond to this "

    What does that comment mean? Why do you think I've come on here and also responded to every email I've been sent by support? Could you please escalate this to a complaints manager as this is unacceptable.

    You may want to look at your companies Trustpilot rating.

    Sorry for using the post quote function , I merely wanted to call for Jeremy_NI while at the same time inform him of the question.

    I can not escalate anything in as much as I am not a N.I. employee and the only N.I. staff here in the forum that can help are the community Admins and Customer Care employees such as Jeremy_NI . (I myself am a forum Moderator not an Admin)

    As far as Complaint Manager then I don't know who is or if the position exists within N.I. .

    If you are unhappy with the help that I try to offer then alas all I can do is to desist from trying to assist.

  • necroscope
    necroscope Member Posts: 23 Member

    PoorFellow, what are you saying here? All Jeremy has demonstrated is a contempt for a user trying to get a solution to a problem. That last comment by him sums it up totally.

    I have not said anything about being unhappy with your help, I've just pointed out how little NI seem to care about customers.

  • PoorFellow
    PoorFellow Moderator Posts: 6,508 mod
    https://community.native-instruments.com/discussion/comment/222155#Comment_222155

    PoorFellow, what are you saying here? All Jeremy has demonstrated is a contempt for a user trying to get a solution to a problem. That last comment by him sums it up totally.

    Sorry but I honestly can not see how Jeremy's advice is contempt against user.

    I know that you are upset why of course from your point of view things may look different than to me but what I see is that Jeremy advice you to tell support of the reset of Windows (while of course , to your dissatisfaction only referring to the general principle of problems with using OS resets by referring to a Mac related article)

    I have not said anything about being unhappy with your help, I've just pointed out how little NI seem to care about customers.

    As with any business then customers are N.I.'s livelihood and if for no other reason then N.I. cares. Also then there are a lot of dedicated people working at N.I. that each and everyone cares for what they do.

    I can not do anything about your specific case other than advice as best I can and try to get you connected properly with N.I. so that you can hopefully get the problems solved.

    But I know that N.I. cares about their customers , which of course does not automatically solve your problems.

  • necroscope
    necroscope Member Posts: 23 Member

    I HAVE TOLD THEM ABOUT WINDOWS RESET! The problem is the person I am dealing with isn't reading my replies, how many more times do I need to say this? How can you get me connected with NI with the attitude that Jeremy_NI has shown, he has been utterly useless and treated me with contempt because I had the audacity to complain?

    The fact there is no escalation procedure or someone you can contact when there are difficulties shows how little they care.You are left banging your head against the wall of a McJob attitude.

    Have you read their Trustpilot reviews? Why don't they respond to them? That tells you something.

    Every time I have an issue with NI the attitude it the same. I appreciate you're trying to be the voice of reason here but you cannot tell me I have been trusted fairly. I have dealt with Ableton, Spitfire Audio and Reason Studios who are all leagues ahead with how they treat customers. My one advice to anyone getting into music in the future is don't get involved with NI, I regret it.

  • necroscope
    necroscope Member Posts: 23 Member

    "instead of asking for escalating to a manager, it seems that you wanted to complaint to a manager more than 30 times already in the last months."

    You are a liar, this is absolutely not true.

    "My colleagues have proposed some troubleshooting steps and you haven't been that cooperative. "

    I have done everything asked and have had numerous replies ignored.

    " So maybe you could use some of this energy to provide more accurate feedback, screenshots, etc"

    I have done everything asked of me.

    God only knows why people like you choose customer support as a career, you are definitely not a natural.

  • Vocalpoint
    Vocalpoint Member Posts: 3,623 Expert
    edited April 16 Answer ✓

    @necroscope

    My advice to anyone into (or getting into) music ON Windows in the future is to never (ever) use Windows Reset on a machine with active software installations present - with any expectation that all will be well on the other side.

    This process is extremely complex and despite it's "cutesy" end game (displayed in that dialog box by MS) is very destructive and would never be subjected to real world Q&A by any vendor - including NI.

    All these products are known good by tens of thousands of us on Windows 10/11 - as long as the rules are adhered to (a correct, up to date and stable OS installation) followed by normal installs of NA and all the requisite products one owns.

    Unfortunately - you may actually have an environment now that is unsolvable by any support team - leaving you with just one option - a bare metal clean install of Win 11 and a reinstall of your required product.

    VP

  • necroscope
    necroscope Member Posts: 23 Member

    You're probably right and Im just transferring files to external drives to avoid having to redownload everything.

    Thanks for your help.

  • Jeremy_NI
    Jeremy_NI Administrator, Customer Care Posts: 14,243 admin
    edited April 16
    https://community.native-instruments.com/discussion/comment/222184#Comment_222184

    You're right, I should have been more accurate:

    You have had 52 requests, a lot of times you created multiple requests about the same issue, slowing the process even more.

    I meant 9 times where the object of the request is to complain to a manager. In some others you just complain but no specificly to call a manager.

    God only knows why people like you choose customer support as a career, you are definitely not a natural.

    I think I've been helping quite a few customers on the forum over the years and before that in tickets, maybe you should spend a more time here to check it out. My colleagues also help hundreds of customers every day. This kind of personal attacks does not show you in your best light.

  • PoorFellow
    PoorFellow Moderator Posts: 6,508 mod
    https://community.native-instruments.com/discussion/comment/222190#Comment_222190

    Also then if you have any software and plugins activated with an activation limit then remember to deactivate before removing OS. My advice earlier about using drive image based backups are also valid here. Since if you take a backup of that which do not work and then later a backup of that which works then then you can swap back to deactivate if you forgot and then reload your new OS installation. Backups are a great thing to have if used wisely. Also these days with NVME attached storage then if you have more NVME drives or at least NVME for system drive and then fast SATA attached SSD then backup time can be drastically reduced. I have a family member for whom a full backup is done in less than 10 minutes, of course backup times not only depend on drive speed and CPU processing power but also on the size of the installation . I always recommend to put e.g. 'content' (samples and libraries on a secondary drive) while keeping plugins and applications on system drive.

Back To Top

Categories