Open communication - NI guys, feel free to jump in!

Exactly. But be careful... I stayed on them about my bug that goes back to the MK I keyboards and they’ve suspended my support account.

 

Really? Would be good to hear this story then I guess someone would jump in from NI and handle this as an isolated case...

 

I would rather not clutter this thread any more than I already have with my sort of off-topic postings.

Suffice to say that I was never rude, never used bad language, and simply called them on their BS. I am only posting publicly now in the hopes that prospective purchasers will get a REAL good idea of what they’re getting into.

If anyone cares to have specifics, feel free to PM me, happy to share on the side. I also welcome NIs replies, private or public, so that they may defend themselves.

In the end, I have gear for which the manufacturer has unilaterally decided to my support, while providing no fixes for acknowledged bugs nor even a timeline for those fixes. I now have no further avenue to pursue these fixes other than this public forum, and even so Matt (or Adil, or whatever other identities post here) do not deign to reply.

 

Really not sure how many times we can say that your issue was not identified as a bug but simply a design limitation. We have communicated this to you for months. Yes, your keyboard doesn't behave the way you'd like it to be but it doesn't change the fact that this is NOT a support issue. When first reported, your issue was treated as a bug and then we informed you it was by design countless times. What else is there?

And yes I banned you (after warning you) from our support channel for a week because you were abusing it.

 

Just an idea but if the goal here is to raise awareness on communication, it might be beneficial for everybody to stick on the topic this thread was opened for in the first place. It really feels odd reading pages of complaints about individual support cases or the release of new products and will definitely not help involving more people. With that said, there are some interesting points made. Just my personal view on this - Happy Easter everyone

 

a) not informed it was a design limitation. In fact, the bug has changed in behaviour so now its actually usable. You have been informed of this multiple times. You deny the behaviour has changed even though you have video of the old behaviour from my original ticket when it was acknowledged as a bug, and I can send you video of the new behaviour (I have offered, but the offer is simply ignored). It now DOES perform in a way that’s manageable, I just want to understand what the new parameters are for the control change so I can provide my human action to the device and get an expected result in return.

b) I was abusing the support channel how? As I said privately, support is not something NI provides as a favour to your purchasing public. It is an OBLIGATION to make sure your product works as advertised. I’ve previously called you guys on your BS so bad that NI offered to take back my Mk I keyboard when they realized the extent of the misinformation. Abusing the support channel is “not providing service” and ignoring your paying customer, it is not staying on your backs - for YEARS - while you guys sort out your problems.

But we can agree on this - this thread is not for commenting on individual situations. Having said that, when you ignore PMs and suspend my support account (without notification - warning, yes, but all of a sudden my account was suspended, for who knows how long, and you don’t advise via PM - despite my attempts - to confirm what’s going on), a user has no other option than to try and grab NIs attention by whatever means is available to them.

You want to reply via the support channel or PMs? Cool. Let’s keep the dialogue open and improve your product. Otherwise, I will still aim to get you guys to correct your “bug” instead of changing your mind now at your convenience and calling it a “design limitation”, and if that’s in a public forum, so be it. I mean, this has been around since the Mk I days... fix your “design limitation” before you release your Mk II.

 

Yes Matt, I opened this topic for the reason you mentioned and agree. Though when I mentioned and asked to jump in and at least just send any interim update no matter if that is about no progression then nothing happened, neither any input from your end to my suggestion. And I appreciate that you're the one who looks in here but you only do when something needs to be clarified regarding to a support case. So I'd like to keep things related here but please give us some attention too. Thank you.

 

Fair enough but please understand that I also have a lot to take care of outside updating this thread. This topic is larger than just a couple of customer support request or "bugs" with our software. From what I understand, you want the company to change the way we approach communication with customers as a whole and offer more transparency with what we are working on. This isn't exactly a quick shift but something that needs to be discussed internally and it takes time.

 

Fair enough too, I understand there's a lot to do and you see our request exactly as it is. We didn't know that you're playing a leading role in this and we have not been forgotten, appreciate that.

Will try keeping this thread as per the topic title and be patient as much as we can be.

Thanks again.

 

I don't understand how a company like NI doesn't already hold these sort of values for the working professionals in this industry. Open community and professional business support as well transparency should've been there since day one, but let's be thankful that at least one of the NI Reps here seems to understand our side. Thanks

 

I think it's worth mentioning here that Adil shared some comments on the MCU which was for a lot of you an important topic:

"MCU Support for Komplete Kontrol S-Series MK2 and A-Series (including M32) keyboards is currently in development and is nearing completion. It will be available for beta testing on Centercode shortly, and will be available as part of the next Komplete Kontrol software release.
Thank you for your patience in the meantime!"

 

Yay!!

 

Great news, thanks Matt!

 

It took a while, but we got there! :- ) a major thank you from both myself and my colleagues. This is a big one for accessibility!

 

Just as a side note, I'm aware the thread wasn't exclusively about the MCU topic and communication is still something we will be discussing internally.

 

The past 24 hours are a great start, very pleased.