Clavia Nord Support: your experience

[Hlaalu]

I have owned a Stage 3 for one year, and it's my first Nord keyboard. I'd like to hear other peoples experiences with the Support page on the Clavia website. Whether they actually replied, if the reply was useful, and how long ago they contacted the Support (because reading around on this forum, I get the gist that the Support was more, well, "supportive" in the past as opposed to the last year).

My own experience is that I contacted them 5 or 6 times in total from early 2019 till now, and they only replied back once, actually for a very minor bug, saying that they were already aware of it, while for the other more important problems I had written them for they never replied back.

As I said, I'd like to gather some earlier users' perspectives over the months and years on this.
Thanks.

[Schorsch]

I have contacted them only once for a minor issue and haven't got any reply back ....

[Tasten-Bert]

Hi everybody,
I am a nord user since the end of 2012 - 3 or 4 years NE3 and the rest NE5 - and I have contacted nord 4 times during these years, regarding Live button savings, choir samples (at that time I already mentioned my strong wish for the Roland Jazz Scat), iPad Sound Manager and White Grand number of velocity layers). I have always got answers, mostly satisfying. I think this situation depends on how a local distributor handles the support mails. As far as I know the first web contact form mail gets from the website to the distributor, as long as others don‘t know any better.
Cheers from Germany

[Hlaalu]

As far as I know the first web contact form mail gets from the website to the distributor, as long as others don‘t know any better.

Ha, I didn't know or imagine this to possibly be the case. But at the end of the day it's still them (=Clavia) who forward the email to the distributor. They might as well reply themselves, since they are more likely to know the answer after all.

[analogika]

No, that's probably done automatically by region.

I had contact via e-mail fifteen years ago when I got my Electro 2 to make a suggestion (9th drawbar cancel feature), and got a really nice reply that they'd look into the suggestion for the future.

I haven't had any issues with my Nords since then, except for the Nord Stage 3 loose Mod wheel/pitch bend connector isssue (it was one of the first ones) that I got fixed in accordance with my dealer, directly.

[Hlaalu]

No, that's probably done automatically by region.

Do you mean that that's done upon selection of the field "Region" in the Clavia Support page?

In some sense I should depend on the Italian distributor, but then I got my Stage 3 from Thomann. Not sure how the policy is. Next time I'll try selecting "Germany".

[ajstan]

I think that the support experience depends upon the issue you have, the distributor for your country to which most issues get forwarded for reply, and of course, your dealer.

In the US, the distributor is American Music and Sound and their agent was Pablo who frequents this forum. His role with Nord/AMS has ended (so don't bother him!), but for the 3 or 4 issues I had, he responded within the day after I filled out the form on the Nord website. My dealer (that offers the great bundles - not sure if naming the company is OK) is also always helpful in the process.

When I had an issue where the new Marimba and Vibraphone samples caused an error during a system restore and I was in a time crunch preparing for a gig, a rep from Clavia responded to me directly within the hour with a workaround and let me know that a fix to Nord Sound Manager was already in the works.

On a scale of 1 to 10, with 10 being the best, there is no reason for me to give the combination of Clavia/Distributor/Dealer anything but a solid 10.

[analogika]

In some sense I should depend on the Italian distributor, but then I got my Stage 3 from Thomann. Not sure how the policy is. Next time I'll try selecting "Germany".

I assume that the regional distributor is in charge of fielding support and/or warranty requests, repairs, etc., and referring you to authorised local technicians if need be.

I don't believe that the initial country of purchase is relevant to what they're trying to do.

But this is just my impression; I am not privy to official internal policy.

[kaljo]

I have contacted them twice and have nothing to complain about. Very service minded. In Sweden our contact is Clavia so I guess that make a difference

[Hlaalu]

It does seem as if the geographical factor is having a big role in how (and if) the Support responds. I wonder the extent to which Clavia is aware of this.