Could NI service be worse?

So I own GR1 and 2 as well as a few other NI products. Where the products have always been great the service has always been terrible. I had an issue of ordering Absynth that still ticks me off. Sadly nothing has changed. Friday I went to the site to order the GR 3 download, and discovered that for some reason I am not eligible to order this product even though both the previous versions are registered in my account. hmmm. ok. So I ordered the box version. When I complete the order I see that the box version comes with a link to download, however it’s a link that simply launches and empty page. uhmm ok. Shortly after I place the order I receive an email which also contains a download link, when I click this the download has already expired. uhmmm ok. This email also contains a line that says “Below is your GR 3 serial number” however the line below is completely empty. Nice. So I submit numerous customer service requests, still no answer 3 days later. I have been calling the office all morning long only to get the "all our agents are busy...please call back later" all I can say is wow....I seriously wish someone else would buy you guys and make you a decent company with a functional software web-site (see adobe.com, microsfot.com, amazon.com, apple.com and many others) and decent customer service.

 

Hi akrantz,

I am very sorry for the trouble you had with your online shop order. I have forwarded your issues to our web development and asked our US Sales support to contact you in order to get this problem solved as fast as possible.

 

Thankfully I was finally able to get through to customer service and a solution has been worked out. however, I would still forward the issue to your web team to resolve the issues with your site.

 

I find it curious that NI seems to only selectively respond to issues in these forums. I'm not yet sure just what piques their interest enough to write.

[Insults towards NI team removed by administrator]

KEv

 

Given this is a User Forum, there are only a small number of actual NI employees who read these threads, and I am sure they don't have enough time to read every thread and every post.

There are some situations where an NI employee could help, but many others are probably best handled by the "official" NI group responsible.

 

I want to reiterate what Martin Hines said - this forum is a platform for user-to-user communication, with this activation sub-forum being somewhat of an exception.

To get in touch with NI, there are numerous other communication channels including our online contact forms, various email addresses, and several telephone numbers that can all be found on the website.

Also, insults towards the NI team will not be tolerated on this forum. Thanks for your understanding.

Regards, Thomas