Internal emails show what happens inside Nvidia when its products face backlash

An internal Nvidia email chain revealed how senior executives at the chip giant — including founder and CEO Jensen Huang — mobilized in response to customer criticism of a key product launch late last year.

The thread offers a glimpse into how the company responds to public backlash as it expands products designed for individual developers and researchers.

The thread, which Business Insider has seen, centered on the launch of DGX Spark, a desktop AI system designed for developers and researchers to build AI products and work on apps for data science, medicine, and other fields.

While much of Nvidia’s business targets data center customers, Huang underscored Spark’s significance in the thread, calling it the “ultimate developer’s platform — out of the box easy to run all NVIDIA.”

Spark drew criticism soon after its launch, with some citing software stability and performance issues, which garnered coverage in other tech outlets.

An Nvidia spokesperson declined to comment.

Anshel Sag, a Moor Insights & Strategy analyst who has tracked Nvidia launches for 15 years and was an early DGX Spark tester, said the company’s long experience releasing graphics cards in the gaming industry — where products are routinely scrutinized — has made it adept at handling public feedback, with Huang typically keeping a close eye on new releases.

In recent years, the company has become even more reactive,…