NI, wake up. Your products are creative, forward thinking, and sound great. Your customer service is simply terrible. I've held off finalizing any judgement until I'd had years and numerous product experiences from which to judge. The final straw for me was this last Maschine on the record where I asked about when we could expect a fix for the well known midi control freeze bug. The question was simply ignored, after having waited weeks for a reply. What the ****
I will probably get flamed hard for this post, and really at this point I don't care. I have reached the end of my rope. I, like so many others, have used NI software and gear for many years, have invested a LOT of money into NI, and have been extremely patient. I will not be purchasing anything more from NI. The headaches are just not worth the reward. I just want products that work, but MORE importantly, I want to be the customer of a company who I feel is in touch with its user base, who actively listens to and monitors its users' concerns and needs.
Let me lay it out straight:
*The user forum is your absolute best barometer of users' actual needs, and best indicator of issues/bugs/software usability that you have.
*There is a SERIOUS disconnect between this valuable resource and your planning and engineering departments. Don't talk to me about moderators being the conduit. Either no one is listening to them, or they are not delivering an accurate account of forum trends. Infrequent "on the record" sessions with omitted questions and clipped answers is not a good solution.
* Get someone who's only job is to monitor (not moderate) the forums, and distill everything that happens there into weekly reports that rank usability, bug, and feature request trends, and who can communicate those things to a engineering department that will listen and prioritize them as a matter of course.
* I'll do it. Hire me. I'll do anything at this point to make that user base to engineering department connection a reality. Why is this so difficult?. I will find every freakin bug you've got, and reproduce it. Bring it on!
I'm not even going to get into the various software debacles that've happened through the years, Native's outright denial of bugs, or weird disconnects like Thomas or Keir being aware of bugs that engineering isn't actively working on, or the same broken feature in four or more software updates. I am going to echo the sentiment that is so obvious throughout the forums:
We want NI to be innovative and to develop new features. But make it a priority to make the core features stable, rock solid, bug free. You know, the features that are the reason we bought your stuff in the first place? The features that you advertised to us?Who gives a cra* about remix decks or tube saturators when we can't even use Maschine reliably as a midi controller, or cue Trakor correctly with a cdj? When did you decide it was ok to make your paying customers beta testers?
I don't like feeling like this. I am passionate about NI gear/software, and am ready to part of a TEAM effort instantly! But I have come to the conclusion that my enthusiasm, experience and in-the-trenches observation falls on deaf ears and just does not go into making NI products any better. It's sad. I will continue to use the NI products I have, because they are the best. But you are losing a return customer. There is so much more to your business than simply being "the future of sound". An amazing resource of real human beings is at the controls of everything you sell. You need to remember that.
Native Instruments is dead!
Long live Native Instruments!