So, I recently upgraded my DJ equipment to the Traktor S2. I previously used the Numark Total Control which was a starter piece at best. It worked well for what I needed and was a great learning tool, but it was time to upgrade. I researched high and low on the internets, read every review, even went to sam ash and tried out the different controllers in my price range. I was completely sold on their software and hardware combo.
One thing that the reviews left out was the support that comes with the equipment. I went through the standard process, making sure I had the most up to date drivers, and software downloaded and went through the install process. As soon as the software was up to date and the controller was attached to the USB, the system locked up. I unplugged the device from the USB, and everything went back to normal. Just to check, I plugged my old Total Control in, and it worked fine.
I went to call their tech support….problem 1. Their tech support is open for a 6 hour window. From 11 AM-5 PM PST. I had to work that evening and couldnt call within the 6 hour window. I sent an email, which warned of a 1-2 day response time. I received an email 8 hours later (ahead of schedule) sending me to a link in their FAQ’s. I responded promptly that I had attempted those steps, again outlined the issue I was having and asked for further support. The next morning I worked for 3 hours and was able to solve the issue on my own and forgot about their support.
I have been using the equipment successfully and actually love it. It is a tremendous step up from what I used before and have been very happy using it. Then, 9 days later I received the follow up email with the next set of questions and steps I should try. 9 days, 9 days since my follow up email asking for further support. I went looking for other instances of tech support with them, and found a forum that was locked in their boards but not deleted, with other users complaining and their forum moderators blaming and banning the users involved. This astounds me.
I actually love my controller, and the software software along with it. However, I am fearful of anything going wrong with it. I hope Native Instruments step up their game as far as product support goes. The midi controller market is getting bigger every day, I plan on upgrading my equipment once a year at least, this will weigh heavily on my mind the next time I go to spend hundreds of dollars on your equipment.