Everyone knows Native Instrument's support needs to be better. They market their ecosystem as professional and seamless, but the reality is far less for many of their customers, as countless threads and comments on various Internet forums makes clear. We Native Instruments customers would like for our products to work as designed and advertised, and we expect Native Instruments to provide timely and effective customer service to ensure that we get the experience we were sold when they do not work as designed and advertised.
In addition to simply investing more time, energy and making a COMMITMENT to providing excellent customer service in general, Native Instruments could also consider creating a paid support service - by issue, by hours, a combination, etc. This is not an acceptable substitute for providing the baseline customer service all of their customers deserve, but for those of us who depend on our gear for gigs, it could be worth spending the money to make sure our stuff works like it's supposed to when it is supposed to. They could even develop a system like Uber that leverages their extensive network of expert customers to pay them on the fly in a "gig economy" type setup, to streamline the organization and delivery process, and to give a little extra income to those customers who really know their stuff, or even just those who want to give back to the community.
In any case, Native Instruments cannot continue to ignore the massive frustration that so many of their customers experience, if they want to remain a viable competitor against Ableton, Arturia and others who make software and dedicated controllers.