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Native instruments live chat support?

jonx Member Posts: 7 Sine
edited February 10 in Social Club

Just an idea about offering a service like this you guys make a bunch of really complex products and it’s tough when you’re having an issue like I am and the back-and-forth is kind of slow

many companies offer this -even when I go to the Apple store there’s a Genius Bar

so even if it was a paid service I would gladly pay for 10 minutes of chat rather than shooting in the dark for days


  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 4,459 mod

    Hey @jonx We don't have a chat service at the moment, there was one with accounts and orders but never for technical support. Email support is pretty fast these days. You submitted your ticket on Wednesday at 02.30 GMT and got a reply the same day at 16:54 GMT and you didn't reply yet. Maybe things will go faster if you reply to my colleague.

  • rodisi
    rodisi Member Posts: 1 Noise

    I agree that, with the problem that I had, NI support was very fast in replying but you must admit that you do not make it easy to access suport. The problem I had with Traktor Pro 3 said that a crashfile was created and that I should send it to tech support. I spent hours trying to find how to email tech support. When I finally found something, I had to select from a drop-down list of two faults, which had nothing to do with my problem. In my case, I picked one and in the information box I explained that that was no my problem.

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 4,459 mod

    @rodisi Sorry to hear you struggled to contact us. There is an article on how to contact us on our support page. How to Contact NI Support I do understand that it might be complicated the first time, there is definitely room for improvement here.

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