Native Instruments Customer service STILL!

This is beyond a joke now. I set up a ticket back in January it took them 7days for native instruments to respond, and that was after someone bumped it on their forums.

It is now March 9th and still waiting on news on my defected audio 8. I sent the device back in beginning of February and got tracking on it and it arrived in Germany on the 15th February. I sent native instruments an e-mail on 23rd of February stating whether they have received my audio 8. I never got a reply. I had to ring Germany on 3rd March to be told that they need to check the stock and I will receive a email early next week. It's now the 9th March and still no email, I have never experienced such bad service from a company. I rely on this as a job and I can’t believe I have recommended Native Instruments to other dj's. I am now relying on an Audio 4 as my soundcard and no back-up if it was to fail. My main point is communication is bad and like I said in a previous post, people rely on their equipment to do a job and if you cant get support then I am sure there are other competitors out there that would love my custom which actually look after their customers.

Ticket Number: [Ticket#2011010510002706

 

Ill push this now.

Is this a 'repair' job or 'replacement for new'..?

 

Thank you Karlos,

 

Still no reply. Thanks again native instruments.

 

it's been forwarded. did you get reply now?

 

Hey all yes I rang up Native Instruments the next day and guy was very helpful and apologised and said it has now been forwarded to the depatch department where I have to wait for delivery. I hope they have sent it, I will post on here when it arrives, until then I am not keeping my hopes up. I think they should upgrade me to the new traktor 2 after what been through.

 

I agree with you Tomtee, you have been waiting for a long time and the least they could do is give you the 79 euro upgrade!

 

Rang up native instruments again today and again no joy with my Audio 8. Guy basically said. It's out of his hands. The customer service guy couldn't even say if it has been sent yet. He compared it to it's the weekend now and people are going home soon so they cant even do anything and put it politely they don't really care, I requested they upgrade to the new Tracktor as a good will gesture but no, i have to respond to the ticket email, which then I imagine have to wait another 10 days for them to reply to that. I will be writing to the CEO and will not be buying any more Traktor products. I have spent a fortune on phone calls, buying a new audio 4, new cables and jacks so I am able to record my mixes and still without an Audio 8 and not knowing when it is going to turn up.

 

This sounds like a complete breach of your consumer rights. It might be worth looking into the implications of that on compensation, damages, etc.

Really sorry you have had such a sh*t time with it mate.

 

@djtomtee, please post all the ticket numbers you have. Both I and Freshfluke have pushed your ticket and had responses from support but I get the feeling that this matter has been passed from technical to sales/dispatch and there is some confusion as to whether the ticket is closed. Obviously this is unacceptable.

 

My Ticket number is [Ticket#2011010510002706] and found this one in head of e-mail to [Ticket#2010061710000698]. I just want to know if is on the way because previous times they said they would email me about stock levels and never did. Thanks Karlos & Fluke for pushing.

 

poor you

pushed this again. i could imagine since all audio 8's have been sold out, it was simply forgotten (since there never came some back in stock). but of course this is unacceptable - keep us updated!

 

Thanks for letting me know that flukes, no-one told me and I have no idea when am I getting an audio 8, since they don't stock it lol. I rang up a miniutte ago and went trhough to the main office as thought this would be easier and the women said there is no support open today as their are to many Technical difficulties for them to open. So where does this leave me and other dj's who NEED thier equipment (3months later lol). Absolute joke. I am going down my Trading Standerds office today toi find out my rights. So if they havnt got any Audio 8's what will I get instead? Or wont I get anything?

 

Similar story here, i've had emails from NI regarding a faulty multicore cable they emailed me sending it had been sent to the sales/order team but theat was in february. I havent been able to use my scratch system since then and its getting beyond a joke..i tried to phone them but no answer from them at all.

 

Sinistatek - You should get it fixed by them if it is their fault.

However, you can still use TSP with normal RCA cables in the meantime as a temporary work around.

 

I´ve been buying NI djing products now for some years and i can only say enough is enough. Its time for me to spread my wings and take a jump for it coz they say it only hurts if you dont know how to fly. They way NI have treated faithful customers with the T2 issue shows how true they tresure you as a customer.

 

April 2, has not yet been answered...
Ticket number:Ticket#2011040210004428

 

Dude this ticket is less than 3 days in the system and as Support is under heavy pressure they are asking for a patience and understanding.

 

Okay.

 

they have acknowleged that they will replace it, but that was in feb, not sure if they want me to send the faulty one to them before they send a replacement out....PM'd Karlos to get teh ticket looked at,but no response from him yet (i'm sure he's very busy though)

How would i use an RCA...can i plug the deck cable direct into the Audio4?