Will NI Customer Support Improve After In Music Purchasing the Company?
Like many others, I have been struggling for months going back and forth with Native Instruments customer support—or honestly, the lack thereof.
My Komplete Kontrol S61 MK3 has never worked since the day I got it. I’ll spare you the full excruciating details, but I have tried multiple new cables, multiple different computers, and every troubleshooting step possible. At this point, it is clearly faulty hardware.
After originally agreeing to take the hardware back, cover shipping, and potentially send me a refurbished replacement unit, Native Instruments has since gone back on its word and stopped replying. In their last message a few weeks ago, they told me that I would now have to pay for shipping and possibly repair costs myself. Since then, after I sent them a screenshot of their previous email showing what was originally promised, I have received no response at all.
What makes this even more frustrating is that, despite all of this, I still keep investing money into this company because when your products work, they’re amazing. I recently bought Komplete 16 Collector’s Edition, and honestly I hate myself for continuing to do it while dealing with this mess.
I just want to make music. That’s it. For spending nearly $1,000 on a MIDI controller, I would expect it to at least be able to play one note. That should not be too much to ask.
I truly hope this new direction the company is taking leads to better customer support and better accountability, because right now this experience has been beyond frustrating.