Customer Service

Please, please , please instigate some support of ongoing product support for Electrik Piano. There are many people crying out for this, it's not hard and it would do wonders for your customer relations. It is simply not good enough to drop a product and just let it die. I know of know other company that operates this way. Please, in the interest of your customer base and for the sake of you maintaining and growing the people that use your products, do the decent thing. People have paid through the nose for these products, yes OS's change, you're supposed to be a leading technology company, surely a little support and a few patches would go a long way to ensuring customer loyalty and repeat business. Your reputation accross the web is getting a battering for this, is that what you want?

I implore you to do the right thing. B4II, Pro 53, Akoustik Piano and Electrik piano, support and make accesible for Snow Leopard and you have my custom. Don't and you lose it, is that what you want?
I dont want to import samples into Kontakt, it is NOT the same. Customers are asking you to do the right thing, do it or lose them, please!

 

Reply

Well said. Come on, NI, this just doesn't seem like a cool thing to do to your customers at all.

 

Although I am not a great fan of NI's customer service (too little info, too little feedback and too little 'care'), I have to come down on their side on this one. I don't see how any company could be expected to rewrite swathes of software every time Apple change the rules and release another of their 'whimware' (tm) OS upgrades.

Apple seem to not give a damn for backward compatibility and assume that everyone will simply hop on board - and, by and large, people seem to do just that - hoping that their software will be upgraded to follow suit. By comparison, Windows has also been through a number of updates yet I still have many programs that were written for Windows 98 and are still running flawlessly.

 

Kontakt Player is a much more efficient platform for the Elektrik Piano content than the original application ever was, and has actually been the suggested playback platform for it for quite some time, so I don't really understand the problem. And of course tech support is also still available for Elektrik Piano, too.

 

Thanks for replying Thomas,

Its a simple workflow problem really. I have hundreds of tracks that use these instruments in their original format, any time I now open one of those tracks I have to swap the old instrument out for Kontakt, load that instrument into Kontakt, select the correct sound etc. Just a PITA when I am flying between projects trying to get stuff done for clients: e.g. I have just done some work on caller menus for a telco that have decided to update the Voice, but not the music (Mostly AP as it happens), I now have more work to do...like I said, just a PITA.

My complaint is about what I see as poor Customer Service (The dropping of Elektrik Piano, Akoustik Piano, B4II and Pro 53, the whole Komplete 5 to Komplete 6 transition and the loss of functionality with the Kore 2.1.1 upgrade).

@schrage musik: I use both Apple and MS products, each has a different culture/way of doing things, each have their good and bad points, certainly wouldnt say one is better than the other when it comes to OS updates. I can say I have had very few problems moving from Leopard to Snow Leopard, it's been a very pleasant experience apart from these few issues. Funnily enough, as per your experience with Windows, I have lots of legacy stuff that works perfectly well, Including Native Instruments products....

I'm not asking NI to re-write huge swathes of their software, most of it works flawlessly. I'm asking NI not to dump on it's customer base like this or they may well just give up and find alternatives, which I don't want.

I love NI's products, that's why I bought them, I want them to do well as a company and grow, then we will get better products which I will be more than happy to upgrade to........but you really do need to sort your Customer Service out.