Poor service in Europe
Poor service in Europe Posted on: 26.01.2011 by Arica Grow I sent back my defective Kontrol S4 on 17th December 2010 because of the defective volumn fader. The techenical support said they will send back a replacement as soon as possible. After that I have called the support line again and again, it costs me a lot of money since I live in the netherlands and NI locates in Germany. First I called the sales support on 7th January, they said it will be shipped next week. After one week I received nothing. Then I called again on 14 January, they said again I should receive a new one within one week. Today I called the support again, now they said the S4 was out of stock, my replacement will be shipped in the middle of Febuary. Meanwhile I have checked the website of the local shop and they all have S4 in stock. I'm pretty sure they didn't have it last three weeks. I have been waiting for a replacement over one month. I need it for my work! I only used the S4 twice until it was broken. They cannot promise a exact date but it will never be realized. | |
| Arica Grow 26.01.2011 | I sent back my defective Kontrol S4 on 17th December 2010 because of the defective volumn fader. The techenical support said they will send back a replacement as soon as possible. After that I have called the support line again and again, it costs me a lot of money since I live in the netherlands and NI locates in Germany. First I called the sales support on 7th January, they said it will be shipped next week. After one week I received nothing. Then I called again on 14 January, they said again I should receive a new one within one week. Today I called the support again, now they said the S4 was out of stock, my replacement will be shipped in the middle of Febuary. Meanwhile I have checked the website of the local shop and they all have S4 in stock. I'm pretty sure they didn't have it last three weeks. I have been waiting for a replacement over one month. I need it for my work! I only used the S4 twice until it was broken. They cannot promise a exact date but it will never be realized. |
| Andree Ganas 27.01.2011 | From my experience (another X1 with problems) you really need to call them to get the ball rolling after the ticket is submitted. |
| Nedra Fresneda 27.01.2011 | My tickets were always answered by the german support team, no clue about US (only had them ship me the S4 adaptor replacement and extra stickers) |
| Hailey Westen 27.01.2011 | NI customer care is the worst ive ever seen |
| Marylyn Vine 27.01.2011 | I've gone for weeks with no response from support. No, they do not apologize for or acknowledge delays. Yes, US-based support is nice, but only if you call them. |
| Charline Dye 26.01.2011 | My only experience is with the US office. They were great. |
| Julissa Serrone 26.01.2011 | You always here these types of stories from NI....and then there's the defense of we are busy, we just launched two new products, blah blah blah. If they knew that, they should plan accordingly and not at the expense of their customer. I have a friend who had a faulty X1, they quickly send him a mailing slip to ship it back. 30 days later nothing. They tell him it's getting shipped in the next few day that they are revamping their shipping process, again nothing. Finally Freshfluke helps him out on the NI community and it get sent to him. Punch Line: The X1 they sent him had the SAME problem!! Can you imagine that shit. Luckily I've NEVER had a problem. Keeping my fingers crossed |
| Nedra Fresneda 26.01.2011 | Am I the only one who never had a bad experience with their support? Never had to wait more than 2 days to get a ticket replied and having people on the other side that knew how to get things solved and showed interest in getting it done. It's not like I'm Jeff Mills or something |
| Kecia Wnukowski 26.01.2011 | I believe they make great products but the way NI manages its customer service department is just awful. The way they communicate with you or keep you updated on what's going on is just terrible. They really should get someone who's a professional to take care about their customer service because there's not even a culture of 'customer service' set-up. On the other hand don't believe they're manipulating/misinform you, sometimes the guys on the phone do get an answer that may evolve (expecting stock that doesn't arrive in time) BUT they should follow up on their 'customer files' to keep you updated. Even when it's not critical, I'm quite fearful of contacting them as I know I'm going be frustrated. I've sent them a query, it has now been 2 weeks I believe, how that's supposed to make me comfortable with this company. Two weeks without even acknowledging a potential delay to answer my question. It's ridiculous. |
| Nedra Fresneda 26.01.2011 | ask for a refund, that should get them going. |
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