Rick B.

Native Instruments offers good quality instrument plug-ins and related tools. I use many in my studio work. However, there is almost never a time when I purchase and download a product that I do not encounter technical issues, e.g., a product won't install, or the product causes my DAW to crash. Making matters worse, it is often difficult to get a timely support response from Native Instruments. When I do get a response, the quality of support varies widely depending on who is assigned to the case. Often, the fix for issues requires the removal of a product from my system and re-installing it. Unlike other software company's products, NI products do not offer single-click de-installation. Rather, it is necessary to search through file directories and remove multiple files manually. Such issues have caused me to miss deadlines and waste studio time. On top of all that, Native Instruments is absent from social media, e.g., Twitter. This makes it difficult to hold NI accountable for the results they deliver or to communicate with other NI customers that may be experiencing similar issues. NI really needs to take a hard look at the customer experience they deliver, improve their software management processes, improve their ability to support the products they sell, and to become a transparent product provider that uses customer feedback to continually improve.