Nord User Forum

[Nord33]

However, as a trading partner of Clavia they should not forward such an answer straight to the customer, they should let you know a professional answer in an appropriate wording, and behind the scenes escalate the misbehaviour of an individual Clavia employee to Clavia's management to avoid that a single bloke at Clavia damages the image of the whole company.

I completely agree on this one. Because I really think this is not what Clavia really is. It's about one guy who is probably nervous about customers asking some "stupid" questions about product that cost $4000 and for that money need to be almost perfect!

[jazzualdo]

I came here with a problem to solve and now I'm the only one to blame the most.

As Schorsch says, pretty much everyone in this thread is on your side...

Pretty much. I asked the OP a question 6 times, and he's answered it zero. The email we're talking about came from, presumably, a Nord technical support professional, who's answered many such emails successfully in the past. That Nord employee made a huge mistake by sending that email, no question. To the point where it's probably time to find another job. But that person was clearly angry, more angry than normal. What doesn't ring true in this story is this:

I was filling the form at their website asking if this is correct there are no vent holes...Just a polite question about the thing, so I don't really understand Clavia's type of answer.

Was your polite question worded like this:
Excuse me, I noticed that my NS doesn't have the same vent holes as other ones. It would be great if you could let me know if there was a design change to alleviate my concerns.

Or this:
What the fk kind of show are you w@nkers operating? You missed the ventilation holes on my NS. I want my money back. Worst company ever.

?

My impression is that it was more like the latter, and you're purposefully avoiding answering the question which would change that impression.

The thing I particularly take note of is the following. This is obviously not true, as you said you filled out the online form directly to Nord:

I did it through Polish service center and I don't know how they formed the question to Clavia

Alleviate my concerns that you're only telling one side of the story. For the 7th time, how did you word your query?

Ok so here is another side of the story. I've sent the form to Nord writing the same question as here on the forum. I don't have a copy of that since I've sent it through Nord official form, not via email. They've never replied so I contacted my local service center by phone asking them exact the same thing in a most polite way. I was told that they saw my question sent through the form and they will try to get the answer directly from Nord. They also promissed me to forward my photos (exactly the same as I posted here) to Nord and they formed the question about this issue on my behalf. That's it. Are you satisfied now?

There would be no such silly and annoying questions if Nord kept their website photos up to date so everybody would be happy and there would't be any customer who's trying to constantly looking for faults.

[ajstan]

Ok so here is another side of the story. I've sent the form to Nord writing the same question as here on the forum. I don't have a copy of that since I've sent it through Nord official form, not via email. They've never replied so I contacted my local service center by phone asking them exact the same thing in a most polite way. I was told that they saw my question sent through the form and they will try to get the answer directly from Nord. They also promissed me to forward my photos (exactly the same as I posted here) to Nord and they formed the question about this issue on my behalf. That's it. Are you satisfied now?

There would be no such silly and annoying questions if Nord kept their website photos up to date so everybody would be happy and there would't be any customer who's trying to constantly looking for faults.

If you correctly enter your email address when you use the form on the Nord website, you should receive an automated email with all the information you entered on the form, including the "Detailed description of problem/symptom".

The instructions on the website also state that your request will be sent to the distributor in your country and to check your junk mail folder to your distributor if you haven't received a reply within a few working days. If you check your junk mail folder, you should have a copy of what you sent to Nord. You confirmed that your distributor received your query, so that part of the process is working correctly.

Also, I would think that most would find incremental updates and improvements to the current model (instead of waiting for the NS3Ex or NS4 to improve anything) to be a positive. There have been quite a few updates to the Stage series since I purchased my NS388 in 2017. Updates to the front panel, brackets for the music rest on the NS3C, improvements on the assembly of the pitch stick, mounting holes for the Nord Monitors, and more. I'm not sure how practical or useful it would be to have a picture gallery that included every possible iteration of every model of the NS3. As noted by your distributor, be happy you have the newest and latest model!

[Spider]

There have been quite a few updates to the Stage series ... improvements on the assembly of the pitch stick

Somehow OT, has this been confirmed? Has anybody looked inside a new NS3 and checked if the connector is now soldered, or somehow locked in place? I'm asking also because this issue appears to persist on the Wave 2...

Apart from that, I also think that the issue in this topic is basically solved. Jazzualdo's NS3 is perfectly fine, and we discovered that new units don't have the ventilation holes. His communication with the company correctly followed the proper channels, and if the distributor had been more professional, we wouldn't have 5 pages of discussion about this.
There was a private exchange between Clavia and distributor with a very colloquial and unappropriate tone, and the distributor did a mistake in forwarding it without filtering the unnecessary denigratory parts. These things are quite unpleasant but honestly it's none of our business, and should be sorted out between Clavia and the distributor.
End of the story. Peace guys, enjoy your weekend!

[ajstan]

There have been quite a few updates to the Stage series ... improvements on the assembly of the pitch stick

Somehow OT, has this been confirmed? Has anybody looked inside a new NS3 and checked if the connector is now soldered, or somehow locked in place? I'm asking also because this issue appears to persist on the Wave 2...

I was being assumptive and referring to the Stage 3. There were multiple mentions of pitch stick and mod wheel issues in the early days of the Stage 3. There appears to be a dramatically lower frequency of these issues being reported here and on the Facebook groups, which would indicate something in the parts, assembly, and/or quality control have been improved.

[ajstan]

If you correctly enter your email address when you use the form on the Nord website, you should receive an automated email with all the information you entered on the form, including the "Detailed description of problem/symptom".

The instructions on the website also state that your request will be sent to the distributor in your country and to check your junk mail folder to your distributor if you haven't received a reply within a few working days. If you check your junk mail folder, you should have a copy of what you sent to Nord.

I agree with Spider overall, but just to point out: ajstan, you do not receive back an automatic mail containing your inquiry when you send one to the Nord support. This isn't what the Support page says nor what happens in reality. I know as I have sent a few inquiries myself in the last year. I can confirm nothing automatic comes back, so indeed if you don't copypaste what you've just written in somewhere else you just lose it.

What happens, as stated on the page, is that when you use the Support form you're actually emailing the distributor, and a copy of your email is forwarded to Nord, which may or may not decide to jump in. We don't know for sure as unfortunately it doesn't seem to happen very often outside Sweden. This is the answer that should "then be delivered to the email address you stated in the support form", which unfortunately very often doesn't come at all.

See attached automated response that I received after submitting my issue via the website. It contains all of the information I entered. Subsequent communications from Nord contained the same content in the reply.

[FZiegler]

Is it possible that a PHP update or something like that prevents the web form from forwarding a copy as it should? In 2019, it worked, and in 2020, Hlaalu states there wasn't a copy of the tech requests.

[Spider]

This thread took a strange turn from the seemingly innocent question "Do new Stage 3s have vent holes or not"?

[Schorsch]

This thread took a strange turn from the seemingly innocent question "Do new Stage 3s have vent holes or not"?

Well, we're all forced to stay at home so our energy has to go somewhere

[Normhart]

911DD51E-56D5-4142-A8DB-4B7C80519ACE.jpeg (2.23 MiB) Viewed 925 times

I have a RevB v5.2 and don’t have the vents in that location. However, on the underside of my Stage 3 HA88, there are actually two sets of vents -one lined up with the left music stand mount (looking from the rear perspective) and another set lined up with the ‘CE’ marking as shown in the attached photo. I guess they thought it a better location to keep debris out and possibly for esthetics and a cleaner ‘look’ as well.