NI Moderators - Almost at the point of selling ALL Native Instruments Gear

I am so F*******g sick of the run around i get every time I try to use NI support.

I am a huge fan of NI and Traktor, even to the point where I teach DJing only with their products.

I am legal, licensed and have paid (without question) for every update and bought new products as they were launched.

I have had the same trouble ticket open for months now and they don't even READ them, today i got a response after waiting over two weeks (this was a reply from me to them saying please answer my outstanding ticket) and they didn't even read the question I posed.

If anyone on here has any influence over NI support, please have them look at this with their eyes open !

NI Ticket - 2011101810003021


All I wanted is my serial number which seems to have not been entered into the registered software section. I have TWO TSP 2 systems, completely different, with only one registered serial ..I have paid twice and I remember getting the second serial ... but it's been lost somewhere.

Not much to ask for is it, however NI seem to want to make everything as difficult as they can.

So much so that I feel like moving over to Serato and twitch.

PS i tried to post this on the NI forum, but it seems that complaints or ticket enquiries get "lost" in publication.

Feel for you chap - but I'm not sure what you expect us to do over here?

Hopefully one of the moderators here has some influence with NI. I can't post direct on the NI site (not sure why as that was my first port of call).

Perhaps someone here has a direct email address of their support manager .. I don't know, just hoping for a little nudge in the right direction.

I can't sit on the phone all day to Germany hoping to be transferred to the right department (that would cost about the same as buying another licence)

So i am looking for a little help.

karlos might be your guy ;)

You're on the wrong forum. The only NI moderator on here is Karlos. PM Keir @ NI on the NI forum.

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Originally Posted by lethal_pizzle

You're on the wrong forum. The only NI moderator on here is Karlos. PM Keir @ NI on the NI forum.

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Thankyou for your input, I know that ... but i can't seem to get a post on the NI forum. thats why i am asking for hep here ... i said this in the previous posting.

I will contact Karlos directly

Right. Well, you can always contact them by telephone.

Pro tip: store your serial numbers and forum passwords in an encrypted file in Dropbox or similar.

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Originally Posted by lethal_pizzle

Right. Well, you can always contact them by telephone.

Pro tip: store your serial numbers and forum passwords in an encrypted file in Dropbox or similar.

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how do you encrypt DB? truecrypt or is there some other easy way?

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Originally Posted by lethal_pizzle

Right. Well, you can always contact them by telephone.

Pro tip: store your serial numbers and forum passwords in an encrypted file in Dropbox or similar.

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Or an actual physical safe :)

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Originally Posted by lethal_pizzle

Right. Well, you can always contact them by telephone.

Pro tip: store your serial numbers and forum passwords in an encrypted file in Dropbox or similar.

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Thankyou again. I am already in a bad mood, so excuse me if this comes off rather "offhand"

I have already spent ages on the phone to Germany at my cost, waiting to be connected to the right department (STATED PREVIOUSLY)

The fact that one of my serials numbers is not on NI's system (where all serials are stored electronically) is the problem. I have two payments to NI for two upgrades, but only received (as far as I can tell).

As for the Pro-tip ... I think after 25 years of earning a living through DJ'ing ... my taxman assures me I am already a pro ...

thankyou again for not taking the time to read my post and firing off replies from the hip.

Do you work for NI ? This is the kind of helpful response I get from them.

Apologies if I offended you, but I get offended when people don't read a posting.

Reading thru NI's forum you can quickly learn just how spectacularly pathetic their support is, in all matters. Even their updates seem to break more than it fixes. Hilarious!

No need to take it out on me just because you've lost your serial number, seem unable to operate the correct internet forum, and said you're unwilling to use a telephone.

...anyway, hopefully Karlos will pop along soon and put you out of your misery. I've PM'd your ticket number to him on the NI forum for escalation. Good luck going forward - and backup your important data!

l_p x

NI service is the worst and sometimes i just feel like leaving the company altogether. if there were other comparable products i probably would. i emailed them twice at least a month ago and have received no answers. it's pathetic.

ive had no problem with NI service

I don't understand why this thread is titled "NI Moderators" this is DJTechTools isn't it..?

NI Moderators dont/cant view support tickets, they just have a direct email list to support to push them forward.
Mods dont actually view the ticket. They cant, its private.

Moderators dont hold tickets up or lose them or mess people about with Support issues.

If you want the help of a Mod because you feel that you are getting lost in the Support system you just need to ask one.

Whats your NI forum name?
I cant see any moderated posts in the queue under JSM or with the subject of this thread.

Your post may have gone into Moderation for a number of reasons but it will not be moderated just because its a complaint.

I usually have received a response within 1-3 days the few times I had to contact NI. Some never responded but those were feature requests. I would check your spam filters to start with just to make sure those don't filter out responses.

I asked for stickers once and they replied promptly with a scheduled mail date. :)

NI are notoriously bad for getting back to you!

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Originally Posted by killerfanatics

I asked for stickers once and they replied promptly with a scheduled mail date. :)

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Originally Posted by BFLY

NI are notoriously bad for getting back to you!

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^^^
I think these prove that the debate is pointless. People have good and bad experiences with most companies support. The people that have bad experience are always the the loudest voices.

I sent a ticket into Korg for a replacement paper manual. They got back to me the next day but they wanted £30 for a paper manual. Quick support, rip off support.
Luckily i found the original manual.

Bet you would pay that for a paper manual for a mini!

:)

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Originally Posted by sarasin

Bet you would pay that for a paper manual for a mini!

:)

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I once did. There was a member of DJTT called Pilmat and he had an original Mini Factory Service Manual (not Haynes). He gave it me but I paid for shipping from the US :)

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Originally Posted by Karlos Santos

I once did. There was a member of DJTT called Pilmat and he had an original Mini Factory Service Manual (not Haynes). He gave it me but I paid for shipping from the US :)

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I remember!

:)

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Originally Posted by Karlos Santos

^^^
I think these prove that the debate is pointless. People have good and bad experiences with most companies support. The people that have bad experience are always the the loudest voices.

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How can you compare the response of the marketing department with the response of the support department? Sending out stickers is considerably different to getting a response to a genuine support problem.

FWIW my experience of NI support has been appalling, no response to repeated emailings and only then getting a useless response after the mods on the forum chased the ticket for me. Like the man above says, they're notorious for this.

This case is being taken care of.

Karlos, you got it sorted, and they gave an explanation of the "cock up" which was at their end.

Something that should have taken two or three days took well over a month. I hope that I never have a real problem.

As for using this forum, for some reason I can't post on NI's, I very rarely use that forum, perhaps that's why..........I don't know.

As for the remarks from LP. Reading a posting before replying to it generally helps, stating the obvious doesn't help anyone, BTW unless you are using real military grade encryption (512 AES or above), it can be broken ... it's what security consultants do. The advertised 256AES is reasonably easy to break, given enough CPU time. Anything available for the public is breakable, it wouldn't be released if it wasn't. I doubt you would be allowed to use 512AES anyway, most Governments won't allow it. Don't ask me to demonstrate how, I am restricted in what I can say or do.

A big public thank you to Karlos, one call/email from you and it was fixed instantly, now both serials are showing as registered and all is well. There's a PM waiting.

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Originally Posted by JSM

Don't ask me to demonstrate how, I am restricted in what I can say or do.

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:D Of course you are love. Because you're an Austin Powers style DJ-spy.

Anyway, glad you got it sorted. And thanks for the encryption lesson. However I think I'll continue to encrypt my slightly sensitive information rather than just lose it

*Hands everyone a lollypop*

YAY!

:)

Glad its sorted.

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Originally Posted by lethal_pizzle

However I think I'll continue to encrypt my slightly sensitive information rather than just lose it

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The best encryption is still writing your PIN number down in the back of a diary and adding a few random numbers to make it look like a phone number. my dad still does this. As an added form of safety he will write 'Dentist' next to it to throw the scent further!!! :p

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Originally Posted by kooper1980

The best encryption is still writing your PIN number down in the back of a diary and adding a few random numbers to make it look like a phone number. my dad still does this. As an added form of safety he will write 'Dentist' next to it to throw the scent further!!! :p

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I work as a fraud investigator at a major credit card company - you'd be surprised at how many people unwittingly give their PIN anyway using techniques like this. A lot of people use parts of their phone number as their PIN anyway so phone numbers are a good place to start for any would-be-fraudster.

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Originally Posted by MiL0

I work as a fraud investigator at a major credit card company - you'd be surprised at how many people unwittingly give their PIN anyway using techniques like this. A lot of people use parts of their phone number as their PIN anyway so phone numbers are a good place to start for any would-be-fraudster.

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I won't ever tell my old man that. If he finds out his 'system' isnt water tight he'll have to rethink nearly 50 years of using this little method!! :o

well at least it's safer than just writing the PIN number down on a bit of masking tape attached to the credit card!

(yes, some people actually do this)

People are idiots^^^