before buying anything:

bump.

Coz wrote:I think Steinberg and NI do it.

On the NI tickets, I've had 6 go completely unanswered and had others take as many as 37 days to resolve. They make excellent software but their customer service is unfathomably bad.

Native Instruments are hands down THE worst company I ever had the misfortune of dealing with. Customer Support is laughable.

^^^lmfao @ these comments


Try and get a problem with Pro Tools/Avid resolved! y'all dudes will be wishing you were dealing with NI. Or how about $300 "upgrades" every **** year, and the upgrades still don't put it on par (feature wise) with reaper, which is $60 and free updates??


Eg:) I completed my Pro Tools 210M certification, but they never even sent me the certificate. When I called them on it, they said it was my schools fault....talked to the school and they have never issued the cert??? Called avid back, they started to give me the run around....I told them to stick their bullshit certificate up their ass. **** it, .

Metatron72 wrote:

Coz wrote:I think Steinberg and NI do it.

On the NI tickets, I've had 6 go completely unanswered and had others take as many as 37 days to resolve. They make excellent software but their customer service is unfathomably bad.

Outside trouble tickets are last priority, at least in most development and tech support roles...

Ring some phones!!! That's how you wake 'em up!

Im actually blown away by NI in this aspect. Really good support and constant updates to innovation, not just bugs and things that should have already been done.

b.read wrote:Would be nice if a company actually allowed customers to create trouble tickets for issues, notify the customer when the ticket has been picked up by a tech and allow the customer to escalate the ticket if necessary. Is that too much to ask?

Denon... IMO Denon makes some amazing products which I have 4 of.
But... if you call or email them that you have some issues or service questions about a Denon product, they refer you to thier Denon Users Forums. The mods on there are DICKS!!!!!!! They delete posts if you disagree with their "Helpful Suggestions." DICKS I tell you!!!!

bump.

b.read wrote:True...trouble tickets are a must with technology companies...not sure why music software companies won't do the same.

Smaller software / soundware companies do it. reFX, makers of Nexus does it. a few others too. I think if some companies may not be able to dedicate the resources to have a huge call center cover their triage support but dedicating a process and at least one or two bodies to monitor support it can have a huge impact.

bump. this has served me really well in the years since making this post and i stand by it

Lampdog wrote:Sales guy in home depot the other day approached me and said
"Rockin the tables! wikki wikki wikki"[/color]

it might be time to change my sig.