Don’t buy until you research the Better Business, poor customer support

NativeHTR
NativeHTR Member Posts: 10 Member
edited June 12 in Guitar Rig & FX

that’s it

Buyer beware.

My G Rig 5 works… my G Rig 7 has NEVER worked.

No customer support

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Comments

  • Vocalpoint
    Vocalpoint Member Posts: 3,935 Expert
    https://community.native-instruments.com/discussion/45781/don-t-buy-until-you-research-the-better-business-b-poor-customer-support

    Not sure how you can expect "support" on anything if you do not explain what the issue is.

    Thousands of us are using GR7 just fine.

    VP

  • mykejb
    mykejb Moderator Posts: 2,548 mod

    As VP says, if you give us more information about what the problems you're having are we can help better.

  • Roblot
    Roblot Member Posts: 4 Member

    You should write what is not working.

  • PK The DJ
    PK The DJ Member Posts: 2,720 Expert
    edited June 7

    A post made back in March was of a similar nature…

    LINK

  • Vocalpoint
    Vocalpoint Member Posts: 3,935 Expert
    https://community.native-instruments.com/discussion/comment/229783#Comment_229783

    Ah - I see. Must be trying to pump up the post count by venting into empty space.

    Sounds to me like a case of "time has passed someone by" and they are not happy about it.

    Oh well - until the OP decides to tell us what is going on - this is pretty much a non-issue.

    VP

  • NativeHTR
    NativeHTR Member Posts: 10 Member

    FINE…

    win ten newest updates

    Komplete Audio 2
    guitar rig 5
    Guitar rig 7
    NI Guitar Rig Komplete Kontrol 3 foot controller


    all of the following is into a win 10 with latest updates, 16 meg of ram and i7 processor


    GUITAR RIG 5Guitar to Komplete Audio 2 to GRig 5… works…. But the visual/ Resolution is too small… so I can’t read the titles of the effects, amps, amp knob settings if I am farther away that sitting at my desk…. And I cant EXPAND the visual/resolution
    File, ..audio and midi
    ASIO
    Device = ASIO
    Device = Komplete Audio ASIO Driver
    Status = running

    GUITAR RIG 7
    Guitar to Komplete Audio 2 to G Rig 7…NO…AUDIO…OUTPUT. I know how to enter
    Three dots, file, preferences…audio ……and midi settings…. Audio..
    device = Komplete Audio ASIO DRIVER
    Device =ASIO CONFIG…… status Komplete audio 2… buffer 1048 and. Safe mode selected
    Volume input and out all the way up
    Routing ins and out selected (1&2) both..info Native Inst Komplete audio 2

    when I play guitar ( or just touch tip of 1/4” guitar cable) Komplete Audio 2 shows response / leds deflect ..
    Switches set to inst… gains up 3/4…. Input/instr knob I tried all positions full left/ mid / full right

    Again LED on interface does show input signal

    guitar Rig 7 Application shows.. INPUT meter deflections… but out put meter deflection= no response.
    Gate adjusted up and down… output sliders adjusted through full range, limit selected on and off

    Amos and effects selected on and off and volumes up and down…

    NO…AUDIO…OUTPUT.
    no deflection on “ out” slider /meter
    headphones do have audio but ONLY PER “input” portion of mix… not “Inst” portion of mix.

    The guitar tuner…DOES….”hear” the guitar and respond…BUT..STILL

    NO …ACTUAL…AUDIO…OUT PUT

  • Vocalpoint
    Vocalpoint Member Posts: 3,935 Expert

    Thanks for the details.

    Now - I still cannot tell if Rig Kontrol is part of either of these connection scenarios - since you did not specifically mention it. (Guitar to Komplete Audio 2 to GRig 5) AND (Guitar to Komplete Audio 2 to GRig 7)

    But if your guitar IS plugged into Rig Kontrol in any of these scenarios - read here

    Guitar Rig 7 and Rig Kontrol 3 — Community

    And here

    Rig Kontrol not working — Community

    Rig Kontrol 3 was discontinued years ago and any remaining drivers out there only work with a much older OS. It is what it is.

    IF Rig Kontrol is NOT part of the above scenarios - as in - you are plugging your dry guitar STRAIGHT into your Komplete Audio 2 and then starting GR7 - please show us some screencaps of the I/O panel in GR7

    VP

  • Vollofi
    Vollofi Member Posts: 17 Member
    edited June 11

    Hello,

    I confirm that Guitar Rig 7 works perfectly.
    The issue is likely on your side.
    Here’s proof of how well Guitar Rig 7 performs:

    https://community.native-instruments.com/discussion/45858/guitar-rig-riffs-and-rigs
  • NativeHTR
    NativeHTR Member Posts: 10 Member

    good for you….

    My position stands….

    Look at BBB and do your own tests by TRYING to communicate with a HUMAN.

    I have an email string that started over four months ago and is STILL not…addressed..

    there has been interventions by middle people ….but….not…..one…. Tec… support person has actually addressed my Tec issue.

    7 works great????? Good for you… truly… the product sounds OK

    BUT

    Need Tec support…. Good luck

  • NativeHTR
    NativeHTR Member Posts: 10 Member

    rig….Kontrol…is not.. part of this performance issue./ Rig Kontrol worked right out of the box….

    But

    Guitar- to guitar chord- to Komplete audio 2 ( interface) - to windows 10 latest OS update.- to guitar rig 5

    1. input … ONLY input 2 of Komplete Audio 2 sends signal to stand alone Guitar Rig 5
    2. The visual/ resolution is too small on my computer and I can’t find a way to make the screen display larger.

    Therefore I am limited to remaining within three (three) feet of the computer screen to operate so using the rig Kontrol is moot …the Rig Kontrol works…. But I still need to be within three feet of the computer screen… yes my vision is fine.

    1. ( the classic “ control +” .. (;that’s a windows thing) does not respond/ does not increase the size of the Guitar R 5 screen resolution

    2. I have still not recvd any response from a human from Tec support…. Other than I got a message from them telling me that they would respond until I spoke respectfully… they had the time to tell me to speak politely , but they didn’t have the time to even acknowledge that I have technical issues.

    3. after four months of being ignored … still …. Nothing…
    4. So I POLITELY EXPLAINED..my tec issues……. And……nothing.

    5. the product sounds ok…
    6. But I have…THE PROOF…….. NO SUPPORT….other than a “community”… I pay for a community.
    7. I appreciate your offers to help…but….four…months later…. ( yes…I have the paper trail) four months later…
    8. And not…one…not…one……..not……..one………supportive communication from support…not one.
    9. A “support” (?) person “J”:says that he only see “two tickets” and these are recent…. I…have…the…emails… going…back four months… I don’t believe that he is being untruthful….. I believe that the comm string was somehow dropped…and no one is willing to own it.
    11. Thank you for trying to help…
    12. I have asked NI FOR INSTRUCTIONS on how to return the product so that I can get a refund……..
    13. Waaaaaait for it…….
    14. No response


    if these products work for you…truly…good for you
    But no support…FROM THE PAID PROFESSIONALS…. Tec support
    im over it….
    Music should be joyful

    No Tec support

    Nothing but stalling and blaming me for being impolite

    screen resolution too small
    no control over inputs

    no…Tec….support
    This has been a total buzz kill
    i just want my money back

  • NativeHTR
    NativeHTR Member Posts: 10 Member

    my apologies for continuing the loooong comm.

    “Rig Kontrol was discontinued years ago”

    I bought it from NI.. less than three years ago….it works fine.

    Thx

  • Jeremy_NI
    Jeremy_NI Administrator, Customer Care Posts: 14,689 admin
    edited June 12

    @NativeHTR You are in contact with my colleagues. I understand that you struggled to contact support but you finally managed to. That does not justify insulting my colleagues. You also have been insulting moderators. Please be respectful, we can't help you without a minimum of collaboration from your side and will not tolerate such language and behaviour, in the chat, in the tickets or in the forum. You can get back to my colleagues and apologise so they can help you or continue to complain and be banned from this forum as well.

  • NativeHTR
    NativeHTR Member Posts: 10 Member

    I apologize …. One last clarity… this is NOT about Rig Kontrol ( although sell guitar rig 7 to guitarists… but Rig control is not supported… ok I get the pattern)

    my need for support is specifically about..

    G-Rig 5…. “Cant increase screen resolution/size)
    And
    g-Rig 5 only sees input 2 of Kompkete Audio 2

    Let’s just stay right there….
    screen size
    And
    G-Rig 5 only see input 2

    ( g-rig 7 player which is a demo version does see both inputs from Kompkete Audio 2)

    Yes I know how to select inputs in the software


    screen resolution is….goal….#1

    And/or getting my money back

  • Jeremy_NI
    Jeremy_NI Administrator, Customer Care Posts: 14,689 admin
    edited June 12
    https://community.native-instruments.com/discussion/comment/230345#Comment_230345

    Apologise to my colleagues then. Your language and behaviour with them is simply unacceptable.

  • NativeHTR
    NativeHTR Member Posts: 10 Member

    I haven’t said ANYTHING that would not be acceptable in a court… for many communications…

    Please let us stay on track

    No responses from Tec support

    I want my money back

    Or…. Immediate contact from a human in Tec support.

    Was any of this comm “offensive”.?

    Also per your “please don’t email you…” this is either your job…or it isn’t.

    If you need to escalate me up to another rep…I will understand… please either way

    Four months….I have the paper trail…

    Can we just raise this com to “ let’s…get…this…resolved“

    I am not optimistic

    Many many many comms and not one Tec support person has actually provided …any Tec info.

    Please if you stand by “ I should not email you”…then please provide a better point of contact

    Please let…us….move…foreward….

    Or please…. Send me to an accounts manager that can authorize a return and refund.

    Thank you

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