NI, Bad Customer Service. Just be honest.

You keep asking what you should do. Take the time and contact the better business bureau of California. Then file a complaint.

 

I FEEL YOUR PAIN…DON’T GIVE UP!

I have had three Maschine units replaced since April 2010. Each time it was a battle to get tech support to act with any sense of urgency. I had to call or email them on a regular basis to make sure my issue was being addressed.

Most recently, N.I. just stopped responding to my emails. I then called the retailer and told them what was happening. Obviously, most retailers/merchants aren’t going to give a refund for a product they originally sold almost a year ago…. they would prefer to replace it. I kept insisting for a full refund.

Tuesday April 5 2011… I finally got a check in the mail.

I’ve been in music production for a long time and have purchased lots of gear. I have never had a worse experience than this one. N.I. customer support is just horrible.

I still enjoy many of their other products (Battery, Kontakt, etc) but I will never purchase or recommend Maschine again.

Ironically, six of my associates bought Maschine because of me and I couldn’t even get N.I. to respond to an email or return my calls.

All I can say is keep hounding them until you get some resolution…Good Luck.

 

Just been on hold for 15 minutes and have been cut off.
back to 3rd in queue now
---
on hold for 10 minutes and cut of again

 

Best thing to do if you want to buy NI products is to go with retailer. Some will replace your unit no questions asked and they usually have some in stock. The place I order form has a two year warranty on all their products and their customer service is great. I will never buy anything hardware related directly from NI. I don;t trust them and I have very little patience for bad support having worked in the field myself.

 

Good advice and I agree. The place I bought mine from would have just replaced it if there was been anything wrong and have a 3 (I think) year warranty on everything. And retailers can often be cheaper, I think.

 

Check out my post, http://www.native-instruments.com/forum/showthread.php?t=132755

Absolutely tragic.

 

I say we bump this thread daily until everyone gets their product replacements.

 

that is sad.so far my maschine is working great but after this thread i dont thing i will buy anything(hardware) from ni again because of the behavior of the service i am reading in this thread .this is unexceptable and ridiculous...

i wish that ni will learn something from this thread and good luck .....

 

Firstly, I fully sympathise with all of the people who have had trouble (to put it lightly) with NI's customer service. I would have hated it and don't like that anyone has had to go through it.

However, I think it's important to note that there are a quite a few happy customers too and that, hopefully, the dissatisfied ones are in the minority.

It would be good to know how many people who have had problems and had to deal with NI's customer service who are happy. Though it wouldn't help the cause of this thread.

Just some perspective. Though I'm sure it won't be appreciated.

 

haha I think u may be right there my son....prepare for the onslaught hahahaa!

i would hate to go thru some of the **** the above guys have, man thats really bad and I would be so pi&&sed! there isn't really an excuse for it.

my personal experience has always been good, even when dealing with Germany my probs have been sorted, the worst was 2 weeks.

 

I would get myself a maschine on ebay and try to get the money back from NI.

My Maschine lost it's warranty, but it makes me think it could be hard to get a replacement device...

 

P.S. Don't get me wrong. NI should not be forgiven for treating these unfortunate customers this way. Not at all. No-one should have to deal with such things and I'm just crossing my fingers I never have to.

 

My first experience for a replacement was good, and only took 3 weeks from sending to having a new one. I didnt have to chase it up or anything. Second time round was a nightmare, and similar to what many have posted in this thread. i would literally have to phone 1-2 times a week for 6-7 weeks chasing it up. I got my maschine on ebay, something i wont do again. i usually buy direct from thoman who give you a 3 year warranty with all products!

There is one lady in the german office that is particularly unhelpful and was rude every time i got her. Maybe it was just with me, but i am polite even when im annoyed i try to keep calm. Anyway, i dont want to get angry again! i hope these posters get their maschine replacements soon or at least a full refund. it seems crazy if you dont have stock for a long time, surely a full refund should be offered. Usually with other electrical things, if they dont have a suitable replacement you get your money back or get the next model up. There isnt a next model up, so surely the option of a refund should have been suggested by NI from the start.

 

its not just you every single time I speak to a certain lady she keeps sighing down the phone. I spoke to her again today and I said to her 'why are you sighing down the phone do you realise how rude that is, I can understand you don't like to deal with complaints but I don't appreciate being lied to" she sighed again. Un belivable

 

So happy I subscribed to this thread!

Was thinking about switching from the well respected Akai brand -- Glad I didn't!

I will be sure to NEVER purchase a Native Instruments product.

What a f'ing joke -- NI should be ashamed of themselves. Who runs that company! That is SORRY.

 

Oh great, we have the peanut gallery chiming in now. Do you have anything constructive to say? Do you own the product? Do you own any NI product? What exactly was the point of your post?

Listen, I'm not excusing NI's poor customer service, it's notorious and has caught a really bad rap for a company that makes really great products. I can say the same about Numark (who owns Akai), I've read that they make cheap products that have hardware issues, I don't own numark product so I don't. I certainly don't go to Akai's forum and 3 posts in post about how I'm sticking with my trusty bongos because I heard that Akai makes cheap plastic products that don't last.

That being said. Like I said before, don't buy NI products from their site. ALWAYS buy from a retailer. Not only does NI charge more for their products (they usually charge the suggested retail price which is almost always $100 more than what retailers sell the product for) in their online store, they usually are much slower to ship, imo. Retailers have advantages that you don't have, because they buy in bulk, they get priority over you when it comes to shipping hardware. They have a vested interest in keeping you as a customer so they offer incentives such as warranties, deals, better prices, and faster shipping. If you choose the proper retailer you as a customer have to only deal with them, they deal with NI when it comes to returning faulty product. A good retailer will ship you a new one no questions asked and deal with the manufacturer later. This really applies to almost all hardware. I would never buy anything directly from a manufacturer unless its software. Akai, Korg, NI, MAudio, whoever.

 

Yup i totally agree with your post. And while i have been bashing NI's poor customer services. I do love their producst, and maschine has been nothing but a revelation for me. If you buy from a retailer you really have nothing to worry about. Ive just been a bit unlucky with my faulty controllers and the fact i bought it off ebay initially meaning i had to deal with crappy NI customer services in germany.. For next time i know- thomann all the way!

 

Wow

Crazy, I hope I never have those issues with my controller. Yall have every right to be PISSED.
---

I think his point was to say this post made, him choose his old MPC, over a new Native Instruments Maschine.

 

I think he's post was VERY valid.
If NI was to see the effect their laughable customer service was having on new customers then hopefully they will start bucking their ideas up.
I only wish more people made posts like this

 

whats crazy to me is that only 1 mod commented on this post.. **** like this makes me wanna get violent. Put my hands on people.