Contacting Support

MacMuney

Has anyone else had a problem contacting Support? I've submitted two trouble tickets on the native instruments website and I've not received an answer. Not even the auto reply saying we received your message.

I've had the same experience on sounds.com. two messages sent, no reply received. Now I'm wondering if it's me or is there a problem I don't know about.

Jeremy_NI

@MacMuney I could find the request for Sounds.com and escalated it but there seems to be an issue on your NI account, I'm trying to get some info or a solution. In the meantime, you could try to submit a request with the same email address as you did for Sounds.com and let me know your request number so I can follow it up. Sorry for this hiccup, it seems to be on our end.

Jeremy_NI

Ok, the issue on your account is fixed so you should be good to go next time you would need to contact us.

BB-BB

I had to contact support yesterday I got the auto-reply. Went through all the questions, steps. Seems to be working for me.

MacMuney

https://community.native-instruments.com/discussion/comment/55186#Comment_55186

After your answer, I submitted another trouble ticket and still no response.

Jeremy_NI

@MacMuney How did you submit your ticket? I can't find any request in our system matching your email address / NI account. Where did you submit your tickets? Did you use one of the typeforms found in this section? https://support.native-instruments.com/hc/en-us Which one? what kind of issue are you experiencing? Did you get a request number I could check?

Posting this in case of: How to Contact NI Support

MacMuney

https://community.native-instruments.com/discussion/comment/56163#Comment_56163

I used the contact form that took me through the questionnaire. After I finished the questionnaire, I hit submit and it usually send an automated response saying my issue was received and it hasn't done that for me the last few times I've tried.

My initial problem was with sounds.com. the same issues with contacting Support so I tried to contact NI directly though this website and it gives mee the same thing (I submit a request for support and get no response).

I submitted another request under a different email and it gave me the auto response but no follow up from support. This was Monday and the request number was 3632426.

Jeremy_NI

@MacMuney I could find the request for Sounds.com and escalated it but there seems to be an issue on your NI account, I'm trying to get some info or a solution. In the meantime, you could try to submit a request with the same email address as you did for Sounds.com and let me know your request number so I can follow it up. Sorry for this hiccup, it seems to be on our end.

MacMuney

https://community.native-instruments.com/discussion/comment/56376#Comment_56376

Thank you for the follow up. The request on sounds.com is my issue. So I'll just continue to follow that request number. Hopefully you get an answer and fix for whatever is going on with my account. Thank you.

Jeremy_NI

Ok, the issue on your account is fixed so you should be good to go next time you would need to contact us.

MacMuney

https://community.native-instruments.com/discussion/comment/56402#Comment_56402

Thank you for the help.

MacMuney

https://community.native-instruments.com/discussion/comment/56402#Comment_56402

Is my account still good? It's been 4 days and I haven't heard anything back. However, I did get the automatic reply after you said my account had been fixed.