Is anyone having an issue with NI customer service?

DJ Life & Community General Discussion
1

Is anyone having an issue with NI customer service?

I am one of the people that had the knob issue with their Kontrol X1.

I wrote my initial request to NI for the repair of my X1 on Oct 27…long story short I still don’t have it back. The sent me an email about 2 weeks ago that a new one would be shipped in 2 or 3 days. I emailed sales to see the status and got an email saying they are revamping. I called customer service several times and got disconnected by NI. This is driving me nuts! Is anyone else having this issue?

I am going to post this on the NI forum also but it seems to be down.

2

well i asked for stickers 2 months ago… still no news on that…

3

Its nuts man…they told me the whole thing would take 2 weeks. It’s been a month and a half.

4

I had a busted S4 unit, the customer service wasn’t that bad. Took them a few days to respond but eventually led to them giving me the return label to send the unit back for free, they didn’t even ask if I had the extended warranty.

5

I had bought the Mouth just recently. The e-mail they sent after purchase had a big blank where the serial should have been. I e-mailed customer support and after about 3 hours I had a reply with a new serial. I thought they did a good job but your issues are with hardware which could mean a whole different group of people working on your claim.

Good luck though, hope it all works out for you.

6

I am having issues with my X1 too. I sent them an email last thursday and still haven’t heard back. I might just take it to Guitar Center and see if they will swap it.

7

They’ve been pretty busy with the overwhelming success product launch of the S4.

8

I guess my biggest gripe is the length it has taken them to respond. They initially said 2 weeks. So as of now they are a month late. They’ll send me an email and then go completely quiet about the issue.

I think the company goes on vacation soon and it would really suck if I had to wait until 2011 to get my X1 back. I have gigs coming up starting this weekend!

I posted on the NI site this morning and FreshFluke asked for my ticket number. Hopefully this will be resolved this week.

9

Still man…

Yeah I would hit up the NI forum or contact Karlos and see if anyone can run down your ticket. If they are just swapping it out with a new one I can’t see why it’s taking so long, regardless of whatever’s going on with the S4.

10

Freshfluke!!!

Tell her I say whats up.

11

I didn’t realize it had been that long. I would definitely hit up a mod over on NI and get the ticket escalated.

12

LOL! Did you ever get your 30 second live music gridding video?

13

No video, but if she can get you your X1 soon she’ll redeem herself.

Come on FreshFluke!!!

14

Support are absolutely swamped at the moment.

Im not making excuses. If you ask me having a 50% sale on Traktor and Komplete at the same time as the S4 was released was a very short sighted idea.
It was bound to get sticky.

I know its no conciliation but the reality is that everything is taking way longer than usual.

Anyone emailing Support for stickers needs to be aware that there are 1000s of people much more deserving of Supports time :wink: just kidding !!!

What people should do it stick to One Support Ticket. filling numerous times only ever succeeds in making the issue more complicated.

Usually its said to wait 5 days and then you can get your ticket escalated by a Mod but at the moment the reality is that it will take longer so Mods have to look at the date of the ticket and the severity before they escalate.

Anyone on DJTT is welcome to ask me to push a ticket for them 24/7 as long as its done on the NI forum and not on DJTT:slight_smile:

15

lol i placed in order through my local music store for an s4 about a week before its release date, still isn’t in and they have no info about estimated arrival date =[

16

Thanks Karlos…hopefully FreshFluke can help otherwise I’ll hit you up.