PSA: Please do your research before buying a Nord!

[ajstan]

But as problematic as Clavia support is,

I disagree with the statement that Clavia's support is problematic. I've found Clavia's support to be quite responsive when filling out the web form. Either I get a prompt response from Pablo, or Clavia responds directly.

If you're expecting 24/7 access to a live person, an immediate fix for a software issue, insider information, or a new feature to be added just because you think it's a good idea, you'll be severely disappointed. Conversely, in my experience, a coherent message with appropriate details will get you a professional response in a reasonable timeframe. For me, response time has usually been within one business day and on multiple occasions within the hour. I don't want to set unrealistic expectations, and maybe I've been lucky, but I have zero complaints.

My troubleshooting process is usually the following for an operational/functional/software issue:
1. Try to fix myself using the manual and a web search.
2. Post the issue here.
3. Contact Clavia.

For a potential hardware issue, I will first try to confirm that it is a hardware issue, then contact my dealer before submitting to Clavia or emailing Pablo as recommended.

[LewTheKeysGuy]

I would have to say the following from experience...

1: When I have contacted Nord directly, I have received no response what so ever, this is to basically and politely worded emails requesting assistance / clarification of information, provision of accessible information which isn't easily documented, etc.
2: on rare occasions that I have spent valuable time and effort reaching out to Nord, I've received a response from the UK distributor who cannot answer the questions directly or give wrong information.
With the above, it is disappointing when Nord itself does not wish to respond directly to me, but, that said, I manage regardless.

I'm also a former roland customer and here in the UK, Roland support is disgusting. You call the office in Swansea and are told to fill out an inaccessible form and the call is disconnected. Try again to be put through to someone who DOES NOT CARE one inch. Have you ever noticed that with Roland's website, no mention that products listed are discontinued, such products include various "boutique" lines such as the D-05, etc various organs, etc, all discontinued, no mention of this until you finally reach a roland sales rep who disappoints you, you ask why it's not mentioned on the site, no answer.

I've gone through far worse than the above companies, so much so that being an artist endorsee, I've ended involvement with certain companies because I cannot trust them to cater my needs or the needs of users I support.

I know that Nord is a small company, but it doesn't excuse basic manners, dignity, respect, care or courtesy.

[sweelinck]

My troubleshooting process is usually the following for an operational/functional/software issue:
1. Try to fix myself using the manual and a web search.
2. Post the issue here.
3. Contact Clavia.

That is probably a 3-day process at a minimum vs. calling the manufacturer directly, getting through to a tech support rep, and having the question answered with about 30 minutes of time consumed beginning-to-end. It’s all relative.

[sweelinck]

The toughest thing about buying a Nord is that no one has them to try out. Guitar Center, Sam Ash, your local music store - they never have Nords. I live very near Chicago and have yet to find a dealer who has Nords on their floor.

If you order from Guitar Center, you can return it to a store if you wish to return it, saving return shipping. You also can have them ship to a store. I had to order my C2 without ever seeing or playing one. I ordered it through Guitar Center, and had it shipped to a store. When I picked it up, the store was willing to open the box and set the organ up on a stand for me to try out with full understanding that if I was not satisfied, I would do a return and just leave it at the store. I was quite satisfied with it and took it home, so everyone was happy. If using this strategy, it probably is a good idea to discuss it with the store in advance to avoid a misunderstanding.

[analogika]

My troubleshooting process is usually the following for an operational/functional/software issue:
1. Try to fix myself using the manual and a web search.
2. Post the issue here.
3. Contact Clavia.

That is probably a 3-day process at a minimum vs. calling the manufacturer directly, getting through to a tech support rep, and having the question answered with about 30-minutes of time consumed beginning-to-end. It’s all relative.

Nope, just a few hours. Problem discovered around 6:30pm my time (when it was nighttime In Stockholm). Made sure it wasn’t an issue with my computer. Posted here around 8:30pm. Didn’t get a resolution so I posted to the web form on the Nord website before I went to sleep. Response from Clavia with resolution was waiting in my email box when I woke up in the morning.

I agree that it’s relative depending upon one’s approach and expectations. I prefer to learn how my equipment and software work so I can be self-sufficient, which makes it much easier/quicker to troubleshoot when an issue arises. Usually when I call support it’s for an unknown or undocumented issue and I’m direct and clear about my issue and its impact/priority. Customer support shouldn’t be expected to train people or look things up in the user manual for those too lazy to read it.