Well, I am very surprised by this thread. I've been very satisfied with my KeyLab 25. It's been everything I want it to be. And I actually have a good opinion of the support here.
I did have quite the interesting ordeal getting one. XD I bought it at Guitar Center, where, as theworldvsme said, I do know the people personally and think very highly of them. I have to share this, but the salesman who sold it to me was named Arturo. What's the chance of that?! XD
Anyway, I brought it home and registered it, got Analog Lab installed, and had a lot of fun with it. But I quickly came to realize that there was a manufacturing defect in the Modulation wheel, where it would not snap back to 64. It would reset to anywhere from 63 to 67, and sometimes send ghost data. So I took it back and exchanged it. I brought it home, and within two days, the C3 key broke and popped up. So I took it back and exchanged it AGAIN, and now I have a beautifully functional and playable instrument!
For the record, I DO NOT blame Arturia for this. I blame the fact that Murphy's Law has a particular liking for me. The fact that I had all this trouble does not surprise me in the least.
Anyway, I needed support with both returns to make sure that the previous KeyLab had been properly deregistered (As I had as yet failed to see the obvious button that releases a product from your account. Derp!). After writing in a support ticket, I received an email that it had been deregistered within two minutes. I was so impressed with the speed, that I wrote in another email just to tell the support team how satisfied I was.
As for the controller itself, I'm very satisfied as well. I wanted a keyboard with a lot of controls that could be quickly and easily moved between 0 and 127 to do things like dubstep basslines. The sliders on my KeyLab are perfect! I also wanted a keyboard that was small and portable, without sacrificing functionality. Found it! It would be nice if the KeyLab 25 had pads, but I don't use pads that much anyway, so they would just be a toy to play with. As this was my first MIDI controller, I had always done drums either on my computer's typing keyboard, on a piano keyboard, or entirely within my DAW. If I want pads, I can shell out a bit of money for a separate pad controller. Akai has them for $40. But I'm really happy with my KeyLab.
I even use my KeyLab as a DJ controller. Maybe it's weird, but I have a feeling that ten years from now, when I've got plenty of money for Traktor or Pioneer DJ, I'll still be dropping beats on a 25-key keyboard.
I'm really sorry that you guys are all having such problems. If your keyboard isn't functioning, I would try to get it exchanged for one that works. Don't give up on Arturia because you have a defective product, get your money's worth.
Mike, that's my advice for you, too. If your KeyLab is as brand new as you say, go back to where you bought it and have it exchanged for another. There should be a warranty of some sort. I just hope that you can get as much good out of your keyboard as I've gotten out of mine.
With all the bad rap about Arturia here, I wanted to share a positive story. I hope I can help others solve their problems with Arturia, and get their every penny's worth out of their KeyLabs.
As so many have said, Greetings and well wishes!