How Do You Solve Problems when Customer Service Doesn't Exist

wharris1911
wharris1911 Member Posts: 2 Newcomer
edited October 22 in Native Access

I've just gotten a new mac mini, connected my Maschine to it, logged in with my serial number and now, all of my products show Demo Mode. I can't reinstall any of them and Customer NO-Service is MIA, even after I've created a ticket. Where is someone dependable when you need them...Maybe I should find another product!!! HOW DO I GET THINGS WORKING???

Best Answer

  • wharris1911
    wharris1911 Member Posts: 2 Newcomer
    Answer ✓

    @Rich_NI I appreciate you reaching out. After getting the passive smart Azz response from @Monochrome I reached out to a buddy and after 3+ hours, we got it to work. As @BigPictureSound said, NI’s stuff shouldn’t be this hard to understand but as “The Summer of Sound” was the priority, it was frustrating to have to wait in an email from technical support. I do thank your for checking back…

Answers

  • Monochrome
    Monochrome Member Posts: 1,342 Expert

    For starters, see this help article:

    Customer Service does exist, but as you may have noticed from that huge blue banner saying "Due to Summer of Sound, we unfortunately cannot respond to your requests as quickly as we would like. You will hear from us as soon as possible!", getting a reply may take some time.

  • Pemusic
    Pemusic Member Posts: 17 Member

    Smart companies know to put more investment and place more importance on available customer service instead of relying on “community support” and cut-and-paste email responses.

    NI would get a lot less complaints if they made their products easier to install. At this point I feel like I need to be a hacker to get anything working.

    Their online instructions are not helpful.

    Using Massive-X as an example. Think of a first time user trying to get this program to work and reading this:

    How do I launch massive X?

    “To get started, load the preset named Init - Massive X Blank from the Quickstart category in the preset menu.”

    ?… WTH?

    My first reaction; I just wasted my money.

    It’s no wonder they take forever to get back to anyone. Instructions like this must have every new user contacting them. They’ve got to be overloaded.

  • BigPictureSound
    BigPictureSound Member Posts: 87 Helper
    https://community.native-instruments.com/discussion/comment/83203#Comment_83203

    Most companies have only email support. Maybe an automated chat bot if you're lucky.

    NI is not an outlier in terms of service and they do have pretty active staff on the forums. I guess most users are fairly tech savvy and navigate installs and troubleshooting with little intervention. For those who need additional help, I have yet to visit the forums or do a google search and not find the answer I seek.

    "How do you launch Massive X" as your example, I would start by looking at the manual. Each product has a really detailed quickstart quide.

    I can imagine as a first time user it might be a little overwhelming, but with the right learning approach the sky is the limit.

  • [Deleted User]
    [Deleted User] Posts: 251 Newcomer
    The user and all related content has been deleted.
  • Pemusic
    Pemusic Member Posts: 17 Member
    https://community.native-instruments.com/discussion/comment/83272#Comment_83272

    BigPicture,

    I do read the manuals of the products I purchase. I tell people all of the time to RTFM.

    My point, in quoting NI’s instructions, was how cryptic it was as an opening instruction;

    “To get started, load the preset named Init - Massive X Blank from the QuickStart category…” WTH is that to a newcomer?

    That being said, I own several NI products and they all appear to work but the newly purchased MassiveX does not. I’m using NI’s installer, NI’s default settings, and following every direction, yet the software doesn’t work. But, you know… it should Just Work.

    Plunking down over 200.00 bucks and wasting three days to try and troubleshoot, on my own, why it won’t load in any DAW or in KK and having no luck reaching NI customer service stinks.

    Having owned an operated a professional studio for well over thirty years, I’m used to logical troubleshooting. Nothing is perfect… But, I still get ticked when, what should be a simple process of installing and running a software program necessitates me having to have hacker skills.

  • Rich_NI
    Rich_NI Customer Care Posts: 173 mod

    Hi @wharris1911

    I can see that your support ticket was answered on the 3rd July and we never received a response back from you.

    Did the proposed solution resolve your issue?

  • BigPictureSound
    BigPictureSound Member Posts: 87 Helper

    "To get started, load the preset named Init - Massive X Blank from the QuickStart category…WTH is that to a newcomer?"

    Right. That's why the manual covers this so newcomers can get familiar. As a former newcomer to Massive X these instructions made sense to me. Not sure what is cryptic about your example above. Seems straight to the point to me.

  • wharris1911
    wharris1911 Member Posts: 2 Newcomer
    Answer ✓

    @Rich_NI I appreciate you reaching out. After getting the passive smart Azz response from @Monochrome I reached out to a buddy and after 3+ hours, we got it to work. As @BigPictureSound said, NI’s stuff shouldn’t be this hard to understand but as “The Summer of Sound” was the priority, it was frustrating to have to wait in an email from technical support. I do thank your for checking back…

  • BigPictureSound
    BigPictureSound Member Posts: 87 Helper
    https://community.native-instruments.com/discussion/comment/83612#Comment_83612

    The 3rd party registration did throw me off a bit. Hopefully the unified Native Access I remember reading will smooth everything out so all Komplete licenses need only a single NI account.

  • Pemusic
    Pemusic Member Posts: 17 Member

    I stand corrected. NI has been extremely helpful and responsive.

    Once I learned how to reach them, they get back when they can, take ownership of the issue and do their best to resolve it.

    If I could delete my previous comment I would. Posting this comment instead.

  • Pemusic
    Pemusic Member Posts: 17 Member
    https://community.native-instruments.com/discussion/comment/83272#Comment_83272


    Fixed. Works

  • Pemusic
    Pemusic Member Posts: 17 Member
    https://community.native-instruments.com/discussion/comment/83272#Comment_83272

    BigPicture,

    I do read the manuals of the products I purchase. I tell people all of the time to RTFM.

    My point, in quoting NI’s instructions, was how cryptic it was as an opening instruction;

    “To get started, load the preset named Init - Massive X Blank from the QuickStart category…” WTH is that to a newcomer?

    That being said, I own several NI products and they all appear to work but the newly purchased MassiveX does not. I’m using NI’s installer, NI’s default settings, and following every direction, yet the software doesn’t work. But, you know… it should Just Work.

    Plunking down over 200.00 bucks and wasting three days to try and troubleshoot, on my own, why it won’t load in any DAW or in KK and having no luck reaching NI customer service stinks.

    Having owned an operated a professional studio for well over thirty years, I’m used to logical troubleshooting. Nothing is perfect… But, I still get ticked when, what should be a simple process of installing and running a software program necessitates me having to have hacker skills.

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