NI America..WORST customer service.

So i pulled the trigger an ordered the machine studio on the 31st (and paid for the fast international shipping to canada)...went through the ordering process with them online of course because they wouldn't take my order on the phone (which would have made it avoid all these problems)...when i ordered it asked me for the email address that i used for my account, i didn't realize that meant it had a mailing address on that account because i have never had anything ship from Ni just downloaded products, anyway, right after i send the order i get an automatic reply asking if it was the right address etc....so i correct the address and get a confirmation ticket...... today i get an email receipt with a tracking device and the product was here and delivered to the wrong address and sent back to the U.S, when i call NI i get the absolute WORST customer service ever, she said it was my fault for not updating my address before shipping??!!!...WTF??...usually when you order online they ask you before even asking for the credit if that is the correct shipping address, not to mention when they sent me the order ticket (5 minutes after i put in the order) it asked me if it was the correct shipping address and to click the link and change the address...I DID THIS, i got a confirmation ticket, i foun out on the phone that STILL haven't updated my address.....grrrrrrrrrrr!!!....the LADY was so rude to me on the phone, not letting me talk and kept interrupting me assuring me ity was my fault and I'm not even going to get a refund on my shipping that i paid extra to have this express shipped.....honestly i tempted to say screw it and cancel my order...does anyone have anyone been through this NI?, did you get your problem resolved??..if so who did you speak to and can you put me in touch t=with them...as of now, I'm not even getting an answer as to if its going to be re routed to me.

 

It's a shame you had a bad experience - companies like NI, which offer premium products (at this point) to a niche audience should really place customer service near the top of their list, like Apple do.

 

Exactly, my question is what was the point sending me an email RIGHT AFTER i ordered asking if it was the correct address and even offered a link to correct the address then they never bothered to do anything about it??!!.....i left a message for the "manager" to get back to me today about ATLEAST refunding the extra delivery....i didn't hear back.

 

Keep pounding them email a screen shot of you changing your address

 

i have the ticket confirmation from the email i sent 5 minutes after i ordered.

 

Two words.....USE PARAGRAPHS

 

It
most
definitely
is
easier
on
the
eyes.

 

Dont get the Studio direct from NI, the taxes and duties fom NI shipping stuff across the border is crazy and its just coming from California, get studio from a Canadian reseller, try the PAShop or L&M or Moog Audio.

 

I never buy (hardware) direct from NI. I always get it from a retailer (Sweetwater for the most part). There are just too many benefits in going with a retailer for me to ignore. In the past (Not with the studio though) you could get the same gear cheaper from a retailer, sweetwater gives you 2 years free warranty with an extra 1 year extension. Their customer service is top notch (I've had the same rep since I started buying from them 4 or 5 years ago). I don't even want to deal with NI directly when it comes to hardware issues, I've heard too many negative things to trust them on that point. I'd rather deal with a company who knows that if they treat their customers like crap there is always another retailer around the corner who will sell the same item cheaper.

I had the wrong address on my order for Studio too, I contacted my rep via phone (actually got him on the line in less than a minute since they give you a direct extension to the rep) and asked him to change the shipping address. He took care of it and my order sheet shows the change of address (its on its way btw. Should get it Thursday the latest). That's how that sort of thing should be handled. NI needs to get their act together.

 

Man, I'm sorry you're having trouble with NI America which is strange. U.S. treats me good but Germany always gives me issues.

 

I always go to a retailer. I like face to face contact when parting with the best part of a thousand pounds and to walk away with the goodies; not hang about waiting for shipping and trying to be indoors when they deliver. The only time I buy direct from NI is for their expansions and when I bought Komplete Ultimate upgrade: apparent NI have stopped retailers stocking it which I found a bit irritating.

 

Getting an attitude won't help. Did you try contacting Keir? Anyway, try asking for a manager nicely next time.

 

where did i say i didn't ask nicely???

anyway, I'm cancelling my order....it really looks like a blessing in disguise, I think i'll wait until NI irons out the bugs in machine studio for now.

 

I Just wanted to update this thread...after speaking to NI about 8 times on the phone they still couldn't get things right, they said they changed the address which is clearly not true, when i check the UPS tracking it says they made several attempts to deliver but i never once received a delivery notice, and one of the days i was here all day as well.

Every time i talk to them on the phone they still are treating me like i did something wrong here, now i am just hoping that they provide me with a refund but feel that somehow i am going to get screwed somewhere there too.

NI, you do make some amazing products that i will continue to use but please provide your customer service staff with some sort of proper training as to how your ordering system works, and how to deal with customers that have paid good money (which pays their salary's), obviously most of us calling are already disappointed or upset for whatever reason.

 

Naw EA has the worst customer service I have ever seen. They will flat out lie to you. NI has great customer service. Some of their tech support guys are assholes but I have gotten a few good ones too. I spoke with a guy named Gabriel last week in LA from tech support. He was awesome! The next time I called I got a guy named Rocky who was a lot more frustrating.

 

I was considering buying some hardware direct from NI. I dont think I'll bother now.

I hope you get this sorted out mr.head. From what you are saying this is blatantly a failure of their procedures. Them making you feel that you are at fault is appalling customer service.

 

fwiw, buying straight from NI is usually a pain free process. what mr head has experienced is unusual.

sowari

 

yesterday i spoke with avery friendly gentleman at NI, he said that UPs was holding the unit and they were waiting for it, he said he would go ahead refund me instead of waiting, i was like right on, then i said , is it going to be a full refund??...he says yup, so today i wake up with an email for a credit note to my account...the credit was only for the express shipping amount...SMH!!!...guess i'll try them again later today...

 

If I remember correctly, the Maschine stand was only available through NI. That' the only hardware that I purchased from NI and I was surprised at how fast the shipment came. When it comes to customer service, I personally will only contact the U.S. office in CA. They're always helpful.