Support & Specialists completely ignoring my support case

Discussion in 'KOMPLETE KONTROL SERIES' started by hlf, Apr 26, 2019.

  1. hlf

    hlf NI Product Owner

    Messages:
    500
    Hi Guys,

    Everyone around me is looking at me like this in the past few days:
    coala.JPG

    Wasn't sure for a while why but now I know... 'cos I'been through this:

    reporting bug -> acknowledged as a bug -> asking about ETA for fix -> "can't comment" speech -> complaining -> no answer at all ->waiting 6 months -> chasing -> saying it's fixed (not in release note) -> not working -> reporting back -> nothing -> creating new call to complain -> saying sorry and being escalated -> waiting 3 days -> nothing -> chasing -> waiting -> chasing -> waiting -> chasing -> waiting

    1) https://support.native-instruments....-view-when-changing-focus-in-the-chain-en-us-
    2) https://support.native-instruments....-stopped-responding-without-a-solution-en-us-

    Dudes, this Unsupport is now embarrassing even to me.... This is flipping low level. Would you mind to start sorting out these obvious and frustrating issues in your service?
     
  2. Matt @ NI

    Matt @ NI Support Team NI Team

    Messages:
    547
    Hey,
    I have to sincerely apologize on this one! You should definitely not have to wait as long to get your request clarified.
    It seems our specialist was indeed working on clearing your request out with our KK team but forgot to keep you informed. He has just told me that he is now going over everything again to get you a final word on this issue.
    You should be able to hear from him this afternoon.
     
    • Like Like x 1
  3. hlf

    hlf NI Product Owner

    Messages:
    500
    Hey Matt, thanks for jumping in. What can I say...I cant hold grudge but this one is a really heavy one...
    You can see there were multiple errors in this not just the latest.

    And I still don't get that how can be something stated as fixed if not in the change log or was it? Then I questioning myself if I understood the issue that I reported... :D
     
  4. trusampler

    trusampler NI Product Owner

    Messages:
    1,742
    6 months is a ridiculous amount of time to wait for support.
    Which makes us ask yet once again, where is that $59 million dollar check being spent NI?

    It's definitely not being spent on bug fixes, or development.
    Definitely not being spent on support.
    King Native Instruments now the Avid of the industry.. The emperor has no clothes.
    6 MONTHS JUST WOW. There's no excuse for this!
     
  5. hlf

    hlf NI Product Owner

    Messages:
    500
    Guys, this is still happening...
    Matt, guys, this is still happening! So I officially want to raise a complaint against your service.
    But you just keep ignoring my requests/questions, how on Earth does this comply to ANY standard??
    Terrible experience...
     
  6. Budda05

    Budda05 NI Product Owner

    Messages:
    94
    Careful. Matt will suspend your support account without notice for demanding support that is owed to you.

    I continue to message him a couple of times a week about an outstanding issue. That’s only even because they close and delete my support tickets... not even IGNORED, but ELIMINATED.

    Unconscionable.
     
  7. Matt @ NI

    Matt @ NI Support Team NI Team

    Messages:
    547
    I had a look through again just now and it was noted to you that this behavior is by design. The integration might be improved with future versions of Ableton but for the time being, we are not able to offer more information on when this would be changed.
    And yes, this was noted as a bug before being clarified by our dev team as a design limitation.
     
  8. Mick @ NI

    Mick @ NI Banaholic NI Team

    Messages:
    1,419
    You did not get your support account (temporarily) banned for asking for support. My support colleagues clearly told that something was not a bug, but a design limitation. But you kept contacting support over and over again. You were again informed of this here: https://www.native-instruments.com/...el-free-to-jump-in.348335/page-5#post-1782871

    Please have a look at our forum rules again: https://www.native-instruments.com/forum/help/rules especially the rule about slander.

    If you are not happy and want to share it, that is fine, but as soon as you start spreading false information its over. So last warning.
     
  9. hlf

    hlf NI Product Owner

    Messages:
    500
    Thanks Matt though I replied and chased multiple times and Support ignored me again, you can't leave users just hanging... So why abandoning customers is part of your standards??

    Also was promised that the specialist was going to check and got zero reply after nearly one month.

    The other thing is I'm shocked to hear that this is a designed limitation, track grouping is a major functionality of any DAW - complying to this must be a high priority implementation (and not a user request!). Otherwise and considering several limitations you should sell the software as partially integrated not deeply integrated with DAWs.
     
    Last edited: May 20, 2019
  10. Matt @ NI

    Matt @ NI Support Team NI Team

    Messages:
    547
    I'll get to him and see if he had a chance to try the new Ableton Beta.
    I'm going to be honest with you and the reality here is that your issue isn't exactly something our support team can fix which means allocating time to work on it can be challenging. Our team should be more forward and tell it as it is in my option. With that said, I'll chase him today and see if we can find some time together to double check for you.
     
  11. hlf

    hlf NI Product Owner

    Messages:
    500
    I don't expect you guys to fix it within Support but providing a fix for this within 6 months by your Dev team is reasonable.
    Appreciate your interaction in this matter.
     
  12. hlf

    hlf NI Product Owner

    Messages:
    500
    So I'm chasing again...Don't you feel this awkward???
     
  13. Budda05

    Budda05 NI Product Owner

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    94
    I had been told on my issue that they had neither the time nor resources to address it.

    Crazy.
     
  14. hlf

    hlf NI Product Owner

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    500
    Insane... How about hiring more people being able to ensure some standard?
     
  15. Budda05

    Budda05 NI Product Owner

    Messages:
    94
    In my case, I’m asking for an explanation for why commands work based on a video I took the time to shoot and send them. I can not reliably operate my gear as a professional without their explanation of the behaviour.

    Again... it’s as if providing support to their paying customers is a favour they do for us when it’s convenient as opposed to being an obligation, something central to keep their business going lest their reputation fall even further.

    I don’t even want to post publicly lest they suspend my account. That feeling isn’t right either.
     
  16. Matt @ NI

    Matt @ NI Support Team NI Team

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    547
    You asked us to send you the code because you don't seem to believe or understand what our developers are telling you ... talking about unreasonable o_O
     
  17. Budda05

    Budda05 NI Product Owner

    Messages:
    94
    Wow, bud.

    So everyone can see, here’s the truth.

    My statement, verbatim:
    “If your machine had open-source code, or if this was a mechanical issue, I’d just fix it myself.

    If you want to send me the code for me to review for myself, I’ll find the answers.

    Otherwise, I’m leaving it up to YOU guys to tell me the answer...”

    Your response, verbatim:
    “I'm really sorry but as I said many times our team is not able to comment further on why this has changed in your specific case. We didn't change anything and don't have the resources to allocate a developer to look over this for you.”

    This is in the context of me telling you I’m a professional who fixes and maintains his own gear whenever possible. In the context of me sending you a video of said changed behaviour. The context of taking it off your hands to explain so that I could figure it out for myself and leave you alone about it. The context of NI acknowledging a bug, behaviour changes, then you deny the change and call it a “design limitation”. The context of MIDI being oh so debuggable, but your funny little program being oh so much less so, apparently even for your own coders. So we can see I didn’t ASK for it, I presenting a possible route to a solution because you refuse to find one.

    And then you me unreasonable for asking for an explanation of how the gear you made is behaving unexpectedly so that I might be able to use it properly, working in a fashion you say it shouldn’t be, in a fashion that I documented for you in a video.

    NI shouldn’t be able to tell the end user when they can and can’t get support for the product they paid for. As I’ve said before, NI owes their customer support, never mind how tough or inconvenient it may be. I hope the person who started this thread can get satisfaction. But if you can’t or won’t do something as simple as explain why your product works a certain way as shown to you in a video, prospective customers should know that’s how they may get treated... and then what hope does hlf have for a satisfactory resolution to their issue?
     
  18. Matt @ NI

    Matt @ NI Support Team NI Team

    Messages:
    547
    We did so, just about 50 different times until you asked us to review the code / send it to you. If you don't see how unreasonable this is, I just don't know what to tell you. The strange thing is that you told us it's fixed (by itself) and yet you still need to know how we coded this to understand how to use the KK knob ...

    Not gonna address this again since you are hijacking another thread with the same topic. Please understand that we don't have an issue answering to you about this publicly and I'll make sure to address any falsehoods about support.
     
  19. Matt @ NI

    Matt @ NI Support Team NI Team

    Messages:
    547
    As for hlf - I'll check the ticket once again now.
     
  20. Budda05

    Budda05 NI Product Owner

    Messages:
    94
    Yeah, sorry to hijack, but regarding falsehoods...

    I have NOT had an answer “about 50 times”. The sub-optimal behaviour HAS changed as illustrated in the “then” and “now” videos I sent to support, to the point that it has gone from “unusable” to “possibly very usable if only it was clear what input is required from the user to effect a change in parameter.” Since we have now agreed that it has changed or “fixed itself”, wouldn’t NI want to know or understand how they overcame this “bug” (initial conclusion) or “design limitation” (Matt’s opinion)? It is unclear to this end user what has changed (or when) in the software that has caused this (but it’s none of my business), it is unclear what input is required to effect the change (which IS my business). I have asked for this clarification, which NI apparently doesn’t have the time or resources to provide.

    As such, I’m forced to try and figure it out on my own, without the help of a manual or support from NI.

    If this had been solved via tickets in private, instead of NI deleting my tickets, I would never have engaged in this public debate. I personally hate this, and I apologize for hijacking the thread. I have my own on-topic thread but of course NI just won’t comment there. I have had my account suspended for the simple dogged pursuit of the answer. I have not spread falsehoods or called anyone names or provided any other justification for having my account suspended, other than to be told that my attempts to keep my support tickets open would be treated as spam.

    I simply feel that prospective purchasers should be aware of the level of service they can expect from NI.

    Good luck, hlf.