So what about Nord customer service? Experiences?

[davlippo7]

I'm new to Nord after 40 years of every other brand mostly Yamaha, Korg etc.

I received my first NS4 keyboard as a "B-Stock" which turned out to be a Nord "Refurbished" unit you can read all about on this forum under "Got my Nord Stage B-Stock but the wheel is dead".

Nord wasn't very nice to me here in the US (first time customer to boot) only wanted to have me box-up and return for a replacement "B-Stock" unit.

Wouldn't do anything else except a full return to the dealer for a refund. Pretty much total asses considering I troubleshot the unit for hours and updated the OS. Posted for help and YouTube searches without getting any answers. Once I realized I'm going to have to look inside the wheel was unplugged and other suspicious tampering.

The Nord rep called a "meeting" well so how does that help me, I understand it covers his ass. I was played out to be the bad guy because I posted about my experience and my feelings on the subject. Trust me they do not want customers talking about any negative experiences.

I think it's some weird distorted fear of them being blackmailed like suddenly every Nord customer is going to demand free stuff. That's so stupid if that's what they think. I'm a one-off first time buyer that they for whatever reason Nord couldn't do something nice for. The rep is like doing me a "big favor" swapping out "B-Stock" units. How will I know what is coming because dealer document "B-Stock" pretty well. This is a blind trade unless he's really sending me a new unit but he can't say that's what he's doing because of the fear I mentioned then everyone will want a new unit.

Whatever it is, it's not clear, open or honest besides just sending a sight unseen unit that I can't compare to the one I have. He really wants to get the unit I have off the street as it sounded. So if it's that important send me a new one as a replacement. Whatever the game is I'm not sure but everyone can read about it and decide what's goin on.

IF they make millions and have insurance and manufacture each unit for $1,000 it's really nothing whatsoever. It's not blackmail, it's treating each customer like you'd want to be treated. They think I'm scamming them or whatever it is it's silly.

Anyone else had problems with Nord or experience this type treatment? I just think the solution was a 2-second one. We're shipping you a brand new unit, we're so sorry for these issues and then here's the return label for the original unit. Done!

[maxpiano]

I will report here the same answer I gave you on your previous thread:

As a customer you have no direct relationship with Nord (same as any other non-local brand) but with your country distributor and/or reseller and they are responsible for managing any technical issue you have and are the ones you should apply or present your complaints to.

From https://www.nordkeyboards.com/support/

Warranty and maintenance are managed by our authorized distributors. For the quickest and most efficient technical support for your product, please get in touch with the distributor in your country or contact your point of purchase. They will assist you in resolving any technical issues that you may have.

[davlippo7]

The dealer had this Nord rep contact me yes directly. He's apparently the main primary point man for America or Nord in the USA. He's the one not helping except what I mentioned but yes I should reach out to corporate Nord to report the treatment I'm getting in America.

[davlippo7]

Funny I filled out that linked questionnaire you showed and it came back to that same guy. I'll have to change it from USA to elsewhere to get it noticed. Apparently this one guy has all the Nord authority in the US. I sent it directly to Sweden. Who knows.

[cphollis]

Umm, who sold you the "B stock" damaged unit?

To answer your question -- I've never needed support from Nord or their distributors. Their stuff works flawlessly.

I did get a B-stock board once that was damaged in shipment, and I returned it to the retail outlet that sold it to me.

Is there some reason you're not doing the same thing?

[davlippo7]

Could be that if the gear is that good in most cases and then when something unusual happens they assume they are being scammed and so they have no idea how to respond (except very legalistically) but we know they are swimming in money so to be so stingy and greedy is very sad.

There's no bending over backwards to show love for customers or going the extra mile it's just do as we say and that's it. That's very poor customer service and proves they don't care about customers. My posts should be raving over their exceptionalism except there isn't any.

It's just how I feel, obviously Nord users who never had an issue don't relate whatsoever.

There's no Nord accommodations, no gratefulness shown, no embarrassment or remorse, no sincere apologies etc. and it was ironic because they sort of ask me "what will it take" and I made some reasonable suggestions and all they said was NO!, do as I tell you. So why ask me what will it take if all you know you are going to do is send me another "B-Stock" with no idea what's wrong with it after mine has been returned. No that's BS!

The acting as if they were being nice was superficial and narcissistic I never bought it from the US Nord rep. You should accommodate and compromise simple as that. The days of the customer being right are long gone companies think they are Gods but not all of them.

I'm a business owner and engineer and several times I produced a final set of plans and the client said "I want a refund". The work was already done and I gave them a refund and they already had the product in hand. That's how it goes and that's how it's done right no matter how much I didn't like it. I wasn't asking for a free keyboard but new would be nice and fair without me worrying about the condition of it. It costs Nord a few pennies and we all know it. Nothing to it whatsoever just do the right thing.

They have the records on this unit and who knows the (1) designated repair guy could also be covering his own ass saying I didn't do that. Not like they would ever tell or admit it either way. I agree something so trivial could have been instantly resolved in seconds but they refused to my offer. I even offered to simply receive their Triple Pedal 2 which lists for $400 but we all know that costs Nord about $40 to manufacture. It's a MIDI pedal. The ass said no he couldn't do that either. What a moron. He's giving Nord a great big black eye and he doesn't even work for Nord it's some American Music & Sound company he manages. I reached out to Nord overseas so we'll see what happens.

Corporate Nord might be a smaller company but I've seen Nords all over the planet in mass quantities. They aren't hard up for work and if I can refund in my business living paycheck to paycheck and lose thousands and still survive this jerk can accommodate easily but doesn't want to. I'm just a little nobody but at least I can tell my story on forums. Should someone single person representing all of the US be calling the shots for Nord who doesn't even work for them?

[davlippo7]

This brings up the question that if you never have an issue then how do you know the service is good?

You don't, you only assume because it works Nord is great.

I'm new to Nord so I have no past experiences but 40 years with some other companies. Being that they are far from here in the US and it's just a business I'm glad most don't need help. I bought a Ketron Event from Italy I mentioned and the led strip went out and the rep had it here in a reasonable time period. Some situation only (1) rep for all of America and almost zero service centers.

Think about that for a minuet that if Nord hardly ever has an issue how much more they should have stock piled to instantly help because no money was being expended on repairs and returns etc. Why would Nord opt. for negative feedback and complaints when they have the resources to respond appropriately?

Do they have a lot of repairs and problems? Only this forum would know I haven't searched or researched it yet. I do not believe this is like Ketron who might be big overseas but nobody knows about them here in the US. It's an arranger which isn't popular here. Stage keyboards are however. All Nord is capable of handling is this one American Music manager to properly address all of America and every possible situation? That sounds irresponsible considering how many products are here and in use and being sold.

I'm sure someone is watching the "views" tally on my posts and if it reaches 100,000 + they might start caring but if it only reaches 1,000 nobody will care. So I'll keep writing about it until someone does care or someone at Nord reads it and reaches out besides the AM guy. I really don't think he's qualified to address these situations adequately or appropriately. Hopefully I'll be helping someone else not end up where I did.

[FZiegler]

.. we know they are swimming in money ..

I wonder where you know this from. I imagine business may work well for Clavia at the moment, and I know they now have an employed CEO with not that little of an annual income - but that's all I know. Besides, I only know Clavia is producing in Sweden which is an expensive country and may cost quite a sum for their 30..50 employees.

Nord keyboards being expensive doesn't mean they earn a lot of money nor that they need to be generous. It only means we need to grab deep into the pocket and most of us get rather critical about issues. It's up to us as customers if that deal works or not.

[DJKeys]

Umm, who sold you the "B stock" damaged unit?

To answer your question -- I've never needed support from Nord or their distributors. Their stuff works flawlessly.

I did get a B-stock board once that was damaged in shipment, and I returned it to the retail outlet that sold it to me.

Is there some reason you're not doing the same thing?

Agree, you get a defective unit out of the box, regardless if it is B Stock or not, I would put it back in the box, contact the vendor and arrange for refund or replacement.

-dj