Recent staff cuts at the company have hurt customer support, according to sources familiar with the matter and user complaints.
Native Instruments did not mention cuts to customer support in its statements to me earlier this month. NI cut an estimated 30% of its workforce this summer — fully 20% in a single day, as reported by the company. Yet despite promises from NI management that these changes would “improve the experience for all users of our products,” one immediate impact is constrained
Direct personal support options, previously offering email and phone support, are now reduced or gone. You can observe this for yourself by navigating NI’s site.
Software support now dead-ends at a set of documentation articles; then you’re able to create a post on the community forums if you don’t find an answer, but direct contact is gone.
Hardware support does provide some direct contact options – you can directly contact repair service if you have faulty hardware, which allows you to open a ticket. But even most hardware options now also lead only to the knowledge base.
It’s also possible to open a chat for presales or order and account support, but that
Your best bet if you are having problems is still to make a post in the forums – or talk to other users. But reaching NI support is more difficult; a message across all support pages now reads:
“Due to the high amount of incoming requests, we currently cannot achieve our desired response times. We thank you in advance for your patience until we get to your request.”
You will find a September 10 update to Traktor DJ 2 on the site, and Native Access has recently delivered updates for Komplete Kontrol, Controller Editor, and Maschine, though at least some of these involve development that would have preceded the cuts.
Native Instruments did not immediately respond to CDM’s request for comment.
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