1st time EVER posting a negative

so gotta preface all of this by saying i've never really been motivated to post anything in any place. that being said, i've more than likely had about the same number of negative experiences when dealing with cust. svc, etc. as the average person generally speaking but until now have never made it a point to share it in detail...

recently order traktor scratch pro2 (recent being 2.5 weeks ago) and it has not functioned properly from day 1. after about a week of promised return calls I finally spoke with someone from NI after being patched through with a tech support agent from the vendor where I originally purchased the equipment from.

here's where it gets good... after the run-around this whole time I actually left work 3 hrs early today to be home for a scheduled tech call where someone from the vendor would assist through team viewer.

Once it was determined that there were no CPU issues and that the vendor traktor expert couldn't figure it out, then we contacted NI. So NI says they will send an email with a link to a cleanup download because traktor needs to be completely wiped from PC and re-installed. I did this.

Upon re-installing, just to be sure I, I decided to double-check all of my work by calling NI through the config process. I was actually told at one point, "I'm not really familiar with that setup". NI made it known they had no interest in walking me through anything or staying on the phone for any duration of time to ensure everything would function properly. This might be understandable if I had called 1 time on the first day but after weeks of issues, more than 1 other tech confirming things were set up properly, the least that could've been done was a walk through to ensure satisfaction.

So now after 6 hrs here I am after just requesting a return auth for the equipment. The best predictor of the future is the results I have now and I can only assume that this would be the level of service I would continue to have if I stayed on as a customer. Unfortunately I have not been able to share the many positive experiences I've read so much about with NI. In my experience, both the equipment and customer service are 100% unreliable for even a bedroom dj, never mind someone like myself that needs to depend on equipment during paid gigs.

Like I said before, first post ever, hoping it's the last.

Best to everyone!

 

Sorry to hear about your issues.

You could make a thread in the TSP forum and list your comp specs and the version of Traktor you are using and what specifically has gone wrong - error messages, screen grabs etc

You would be surprised at the level of help this forum can provide, as across the different time zones you can just about get 24 hour help on here. There are some very knowledgable users on here, and very few issues that someone hasn't had to deal with at some point.