Top critical review
Great product. Terrible Customer Service.
on April 18, 2016
While I am a great fan of Native Instruments products, I am horribly disappointed with their customer service, and their inability to respond to simple requests.
This product in itself is a decent product, although does not replace the functionality of a full size controller.
Last year, one of the rubber foot pads fell off, and now it does not sit flat on a surface. Imagine a chair with one leg shorter than the other three: it's really a lot harder to DJ when your controller does not sit flat. However, after waiting 18 days for Native instruments to respond to a request for support on this matter, I still had not heard anything except an email from a bot telling me that they were busy and that it may take 'some days' to get back to me.
After several attempts at finding a phone number that connected me to a person, I got through to their sales department, who passed me onto a support technician. After using the word 'unfortunately' many times, it was explained to me by several people that they did not carry those parts as replacements, but I could replace the whole unit if I was unsatisfied with it.... for $90! They said their manfacturer was the only group in possession of those parts, and suggested I make some kind of replacement myself from a hardware store. Of course I can do that, but I was very disappointed with the response, and the lack of percieved effort on their part to support my needs as a customer.