9am - 5pm EST IS SIMPLY NOT ENOUGH TO GET IT DONE THE RIGHT WAY
If you are like most musicians I know, your technical questions do not generally arise between the hours of 9am and 5pm Eastern Standard Time, Monday through Friday. Unlike "the other guys," Nord Technical Support USA does not and will not limit access to technical support to any preset schedule of hours in any particular time zone. I recognize that our customer’s technical questions, problems and general inquiries might arise at any hour of the day, any day of the week. Accordingly, inquiries submitted via email AND phone are monitored on a more or less 24/7 basis, subject to the ever-changing vagaries of my gigging, sleeping and living schedules.
Here’s the thing: I LOVE my job. I may not always be available at 10pm on a Friday night; I'm probably gigging somewhere or another. But I can promise you that when I get home at 3:30am I won't be ready to sleep right away and I will first log on to my Nord Tech Support account to see what I might have missed while away. With Nord, tech support on weekends, even holiday weekends, is not only possible, it is customary. It is my personal goal to make Nord's technical support services the finest such service on the planet and I challenge anyone to find better service from ANY keyboard instrument manufacturer worldwide. It is my belief that Nord owners became Nord owners because they wished to play the finest instruments made, and they should have technical support service that is commensurate with the quality of the Nord products themselves.
I strive to know everything that there is to be known about the entire Nord product line which is currently in production, and because I am rapidly developing an extreme fondness for their discontinued modular units, am learning quite a lot about them as well. In addition, I am in almost daily contact with the “Pros” in Sweden and when something comes along that stumps me, I can generally have a clear and cogent response from the factory within a 24-hour period (except that they take their weekends and holidays as seriously as they do their work -- and the month of July is a holiday!).
One last note: while I would like to publicly thank Clavia Nord for their excellence in every facet of their operation (and their unending patience with my questions), these tech support services are in fact underwritten solely by Clavia Nord's exclusive distributor in the US: American Music and Sound, which is also the underwriter for all warranty services on Clavia Nord products sold in the US. AM&S offers this service freely to the general public, whether Nord owners or simply interested musicians, and deserves MAJOR KUDOS for providing a level of service which is unheard of elsewhere in this industry.
Please do not hesitate to contact me, by email or phone, with any inquiries you may have regarding ANY Nord gear.
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