Stage 3 HA88 Rev B ventilation holes

[Schorsch]

The Polish distributor was extremely helpful and friendly! It's not his fault. He just wanted me to be sure everything is correct and this forwarded message from Clavia was underneath the message from Polish service center (Nord distributor in Poland).

No doubt about the distributor's intention and not blaming them at all, as I said before the response from the Clavia guy is totally unacceptable.

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.

[cookie]

For info, my Stage 3 88 is v3.0 on the front panel, SP starting with 19xxx (if this is any relevant) and DOES have the grid/holes for sure !
So does my NS2EX Compact, also v3.0.

And I remember my Stage 2 88 also had the grid.

Fred

[Tasten-Bert]

This is an incredibly bad example of how to deal with customer issues. Maybe we forum users are all thought to be annoying?
Sunny regards from Germany, and stay healthy everybody

[Hlaalu]

For info, my Stage 3 88 is v3.0 on the front panel, SP starting with 19xxx (if this is any relevant) and DOES have the grid/holes for sure !

v3.0 means it's probably RevA? The lack of vent grids apparently is a very recent thing, only concerning RevB 5.2 (and not all of them).

[Spider]

Honestly, that reply is so bad I simply cannot believe it's true. Especially because your question was about a very real fact, not some imaginary fault or bug.
Before releasing it to the interwebs, I'd triple check if it was real or maybe a hurried translation-miscommunication? Does the distributor speak 100% correct English/Swedish, or did they use an automatic translator?

Anway, if the distributor forwarded you the email without putting Clavia in attachment, that's a serious break of privacy and netiquette. It should have just reported to you orally, without sharing private company communications. Or put you directly in contact with clavia, and let you sort it out by yourselves.
Sharing it worldwide on a public forum is even worse. This is true even if that disgusting message was real...and of course much worse if it was mistranslated/misreported. There are many faults here by all involved, I don't like how this whole thing looks...

...except the poor Stage 3 which started it all, which I find much better without the holes!

[alex78]

I know very well that swedish people are very polite in general, so this type of answer looks very awkard to me. Maybe there was some issue with the translation as spidre says, or there could even be two people who know each other in personal and express to eachother like this, most of us do it with our friends, don't we? However, If that is the case then it's a great fail to reveal this private coversation to a customer, it is just unproffessional.
As for the ventilation holes lack, maybe it's better like this because it will prevent dust and hummidity from coming inside, saving from future problems.

[ajstan]

TL;DR
Swedish company updates product and doesn't announce the change. Polish customer is concerned the change is a problem or mistake rather than an improvement. Swedish company, Polish customer, and Polish distributor communicate about the issue in a non-native language. Drama and hilarity ensue.

On a more serious note, while I significantly benefit from this forum being in my native language and sincerely appreciate the excellent English spoken by those in countries where it is not (and the efforts made by those who are trying), we should all remember that there are variations in dialect, customs, grammar, and translation that could incorrectly turn an innocent statement into a perceived social offense.

[CountFosco]

Your customer is of the breed that are constantly looking for faults[/b][/u] and will most likely be back twenty times over with other queries of what might be wrong

This is a rubbish reply, not defending it at all. But I'm really curious about how you worded your query.

I didn't talk directly to Clavia except that I was filling the form at their website asking if this is correct there are no vent holes. I was on the phone with Polish service center asking them the same question and they were suprised about this since I was the first one who ever noticed the difference. They checked some other NS3 they have in the distribution and it was confirmed that there are no vent holes. And then the Polish service center contacted Clavia directly to ask the same thing. That's it. Just a polite question about the thing, so I don't really understand Clavia's type of answer.

Sure, but how did you word the query? What were the words? Which words did you use? What were the words that were in your query, and in what order were they?

[Hlaalu]

we should all remember that there are variations in dialect, customs, grammar, and translation that could incorrectly turn an innocent statement into a perceived social offense.

That's true in general, but I beg to think that was not the case here. I am not native either, so please correct me if I am wrong, but to my ears neither the reply from Nord nor the OP's command of English as deducted from these exchanges can even remotely suggest they didn't know what they were saying.

You can't just speak and write as eloquently as that and then conveniently blame the language as soon as you say something off.

[MartinJ2EX]

I didn’t think that this topic would turn out this way...

This is why I’m very careful at work what I send
And that’s also the reason why I’m really often tempted to use emojies more often, even if it’s not “business as usual” - you have to really know the person to recognize their sarcasm!
No one can’t be sure, what has been the case here, though...

It’s kind of an interesting change to see the removal of the ventilation slots...
I kinda see the point though, because the aluminum shell itself should be capable to distribute the heat generated - passive cooling - I mean my Stage 2 EX gets hot around the slot holes, after long time running, especially heavy gigs... but I’m not a specialist if they have ever been totally necessary