By earwolf
Sat Aug 02, 2008 12:51 am
moyphee wrote:That's why I think he has a responsability towards Akai as well, being famous...
Blaze owes Akai nothing. His responsibility rest only with being honest to those who value his opinion.
To be honest Akai/Numark has taken the MPC for granted in far too many ways. The hostile environment (in or outside of this forum) is of their own making.
Not comparing products - Roland jumped in the market with the 8000 and have reps in every forum with decent population. They were there to engage customer, help with problems, and to dispel myths and misinformation. This has been done since day one! Now couple this with the supplemental documentation, online videos, and quality customer support. There is no reason other than money and complacency for Akai not to bring the same thing to such a loyal customer base as the MPC users.
Akai can still engage and their customer base here and elsewhere, but to think that nobody is going to hold them accountable for their absentee customer support is absurd. Here's is how I would approach it.
* Admit that they have not given the best support and they are making changes.
** Permanently position a rep here to engage the customers.
*** Have online tutorials to show how a machine functions with a given task.
**** Dedicate personnel to support the MPC line.
***** Start a live MPC chat with reps and mods to actively create a dialogue with customers.
Akai has to be willing to take these or similar steps to repair the current rep. If not they should consider the reality of the MPC base possibly spending their money elsewhere.
I'm not bashing or shouting.The fact is that the opinions and perceptions of beta testers will always be different than of those that have to spend their hard earned money for a machine. That's just real life.
A great, thoughful and mature post. Really hit the nail on the head and I fully co-sign.
It is ironic that Akai make their only public interactions via this site - it isn't even an official forum! Bless Tutor for creating and maintaining this place - I am sure if it was left to Akai it would either a) not exist or b) be incredibly locked down (see: Pioneer DJ forum).
Look no further than Rane for an example of how it should be done. Their collab with Serato and the user community that is in place is the gold standard. Incredible, hands-on customer service from intelligent, experienced and knowledgeable personnel, who retain a sense of humour whilst always putting the customer first. Helps of course that they make products that are built to last and lead the field, but remember that Akai have been in this position, and make a lot of noise about wanting to stay there. Akai really, really need to wake up and look around at how business is being done online these days. This isn't the 1990's guys!
Relying on testers such as scd (who provides a welcome bridge to akai hq, and is coherent and thorough) is not enough. Akai need to get their core personnel interacting and building relations with their client base. It is basic economics and I am staggered they have managed to stay afloat thus far without shaping up. The MPC range must be a stats graph away from from extinction - luckily Numark have so far been forgiving and supportive of the legacy goodwill out there. It surely won't last.







it is up to the buyers to choose what they will do til then.