How long for NI customer support to respond?

Kiki Goat
Kiki Goat Member Posts: 3 Member
edited October 2024 in Maschine

I submitted a ticket to customer support a week ago and haven't heard back so far.

I waited until a week past, as that's about the longest amount of time that I'd still consider to be within reason for a big company like NI.

For you folks, how long does it usually take you to hear back?

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Comments

  • D-One
    D-One Moderator Posts: 3,591 mod
    edited March 2023

    Usually 2 or 3 workdays.

    Occasionally a ticket gets lost, not sure how to explain that but usually, @Jeremy_NI comes to the rescue and follows up, or gets in touch with support, wait for him to reply here.

  • Kiki Goat
    Kiki Goat Member Posts: 3 Member

    Fabulous. Many Thanks.


    Wassap Jeremy??

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 13,187 mod

    @Kiki Goat Sorry for the wait, we're having a lot of requests at the moment and we're slower than usual. I've escalated your case though and someone should get back to you shortly.

  • Kiki Goat
    Kiki Goat Member Posts: 3 Member

    I understand. Good to know.

    Thank you very much for bumping me though. I got an email back. Rock on.

  • wzdm.85
    wzdm.85 Member Posts: 67 Helper

    What is the process for getting your ticket bumped? Mine has gone unanswered for a week plus.

    Ticket number - 3636545

  • nicokean
    nicokean Member Posts: 9 Member
    edited March 2023

    Kiki Goat, thank you for asking this. It has been over 2 weeks for me since I submitted a request to customer support regarding Kontakt 7. I re-submitted the same request earlier this week. Twice I did not receive a follow up email with a ticket number which leads me to believe there is a glitch somewhere. I have not heard back. I did spell out my issue here yesterday to this community, which I added to, attempting some possible solutions that were suggested here in hopes of a resolution.

    Thank you

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 13,187 mod

    @wzdm.85 I've escalated your ticket and following your thread.

    @nicokean Someone should get back to you. In the meantime, have you checked the solutions I proposed in your thread?

  • nicokean
    nicokean Member Posts: 9 Member
    edited March 2023

    Thank you Jeremy. I have checked your solutions. I had done those last week and I did them again tonight (I am in New York City) with the same results. I explained it a little more in my answer to to you on that thread.

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 13,187 mod

    @nicokean My colleagues will get back to you shortly.

  • wzdm.85
    wzdm.85 Member Posts: 67 Helper

    @Jeremy_NI I have still not heard back from support. Can you confirm that they are still super backed up? Or could there be an issue with my ticket?

    Sorry to hassle you! I am just hoping to find a resolution to my issue :)

  • Jojo123
    Jojo123 Member Posts: 372 Pro

    @Jeremy_NI -same here, nobody has got back to me.

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 13,187 mod
    edited March 2023

    @wzdm.85 Yes, they are super busy but someone should get back to you. Sorry for the wait.

    @Jojo123 I created your request only on Tuesday, we received the files, I also am quite busy and did not have time to reply yesterday, someone will get back to you too. Thanks for your patience.

  • bigike74
    bigike74 Member Posts: 1 Newcomer

    Hi, I have ticket number 3649345 has been ongoing for a long time now. I am totally blind, and just want a little help because usually this websight is not the most blind friendly and then I have to write over and over again and get no answer to my ticket. My god I want to spend money to upgrade, and they gave me this voucher last year only giving me half of what I was promised after purchasing a komplete kontrol, and then the voucher wouldn't work before the December 31 2022 deadline and so I wrote to them last week a go and they gave me another voucher that still doesn't work. All I want to do is to upgrade from kontakt 13 standard to 14 ultimate collecter and can't even get the $200 I was promised if I bought komplete kontrol and they said they would settle for half of that at $100 since I purchased komplete standard 13 on sale. But guess what, I purchase libraries and hardware. So, not trying to get something for nothing, just want what was promised. Most terrible customer service I have ever gotten and I have email evidence of that. Seriously!

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 13,187 mod

    @bigike74 I see my colleagues got back to you yesterday already, I'm sure this will get fixed soon.

  • yungauz
    yungauz Member Posts: 1 Newcomer

    @Jeremy_NI Hi there. Reading this I understand you guys are short handed and doing your best. I just submitted a ticket about 4 days ago now and am still waiting for a response. The ticket # is 3891657. I just read that some other people’s tickets took up to a week or 2 and was hoping it might be possible to bump it at all. I just can’t start creating again until my email is transferred.

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